ABSTRACT
On a scale of 1–10, where 1 is difficult and 10 is easy, how do you feel about the everyday, brief, semi-social exchanges of words with the following people:
• a shop assistant?
• a person on the street who would like you to donate money for a good cause?
• a person next to you in a long queue?
• a fellow passenger on a train that has stopped for no apparent reason?
• a waiter?
• a taxi-driver?
• your hairdresser/barber?
• a pub landlord?
• a member of staff at your bank - face to face, also by phone?
• staff selling tickets at a cinema or theatre - face to face, also by phone?
• a receptionist at a leisure centre or hotel - face to face, also by phone?
• a person on the phone wanting to sell you double glazing?
