ABSTRACT
We welcome readers into the relatively hidden world of real-time, as-it-happens communication between people in crisis and the professionals whose job is to help them. Based on extensive analysis of authentic encounters collected in the UK and USA, the book will change how academics and professionals research and practise communication with people in crisis. While many practitioners already do what works, they do not know - on reflection, post-hoc - what they did that worked. Because our research starts with what happens on the ground, we have also examined and developed training around topics not covered in existing research or training. This chapter introduces readers to examples of what crisis talk looks like, the challenges the practitioners face, and the sorts of things we have found by closely scrutinizing the data. Readers will learn how to read and use this book: we explain our method - conversation analysis - and introduce the technical transcripts of actual encounters. Based on our research on real interventions with persons in crisis, this book offers chapter-by-chapter evidence-based recommendations for effective negotiation practice. In crisis talk, every turn matters. Every turn affords and constrains. Every time, to stay alive.
