Navigating contextual constraints in discourse: Design explications in institutional talk

@article{Herijgers2017NavigatingCC,
  title={Navigating contextual constraints in discourse: Design explications in institutional talk},
  author={Mlc (Marloes) Herijgers and Hlw (Henk) Pander Maat},
  journal={Discourse Studies},
  year={2017},
  volume={19},
  pages={272 - 290}
}
Although institutional discourse is subject to a vast ensemble of constraints, its design is not fixed beforehand. On the contrary, optimizing the satisfaction of these constraints requires considerable discourse design skills from institutional agents. In this article, we analyze how Dutch banks’ mortgage advisors navigate their way through the consultations context. We focus on what we call discourse design explications, that is, stretches of talk in which participants refer to conflicting… 
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