Development of interactional practices for initiating and extending small talk in service encounters

Abstract

Research indicates the importance of small talk in achieving professional goals and promoting social relationships in workplaces, and yet second-language (L2) users often face challenges in participating in small talk. As such, the need for teaching small talk has been emphasized; however, the understanding of how L2 interactional practices for small talk develop remains limited. This study aims to demonstrate the change in L2 English practices used for initiating and extending small talk that occurred during service encounters over a thirty-month period. The data were gathered from 74 h of audiovisual recordings of service encounters at a small convenience store in Hawai'i. The focal participant is the service provider, a Korean adult with limited L2 English proficiency, who had emigrated from South Korea a year before the start of the data collection. By employing multimodal conversation analysis (CA) and the Pearson's chi-square test, the results of the study demonstrated three aspects of change in the service provider's practices for small talk: increasing the frequency of initiations, emerging new methods for initiation, and developing expansion techniques for small-talk sequences. The study advances the understanding of the development of multimodal L2 interactional practices for small talk in service encounters.