Cognitive Studies, 22(1), 97-109. (March 2015) Conversational interactions contribute not only to the sharing of information and establishment of consensus but also to the construction and sustenance of mutual trust among conversational participants in our daily lives. The interrelationship between trust and conversational interactions has not been studied extensively in cognitive science. One reason for this lack of research is the fact that a study of social emotions such as trust requires real fields, since social emotions in their natural, non-artificial forms are not readily observable in laboratory settings. We introduce a notion of concern alignment to describe the surface conversational processes toward mutual trust formation. Focusing on medical communications as our research field, we collected health guidance conversations between nurses and patients who were diagnosed as having metabolic syndrome, and we provide a qualitative analysis of the structure of conversations in terms of a set of dialogue acts we propose for the description of concern alignment processes. We demonstrate that the idea of concern alignment enables us to capture and elucidate both the local and the global structures of mutual trust formation in conversational consensus-building processes. We also discuss underlying mechanisms connecting concern alignment and mutual trust. Keywords: conversational interaction, medical communication, mutual trust, concern alignment model 1. (Sag, Wasow, A Concern Alignment Model for Consensus-Building in Conversations, by Yasuhiro Katagiri (Future University Hakodate), Masato Ishizaki (The University of Tokyo), Yasuharu Den (Chiba University), Katsuya Takanashi (Kyoto University), Mika Enomoto (Tokyo University of Technology), and Shogo Okada (Tokyo Institute of Technology). & Bender, 2003) (Cutler, 2005) (Grice, 1989; Levinson, 1983)
98 Cognitive Studies March 2015 (McEnery & Hardie, 2011) (Sidnell & Stivers, 2012) (Roschelle, 1992) (concern alignment) 2. 2.1 2.2 (1998) / (sharedcommitment) (Clark, 1996; Grosz & Sidner, 1990) (Wikipedia/, accessed on 5 July 2014)
Vol. 22 No. 1 99 3. : 1 2 3 2 2 7 4. 4.1 2 1 3
100 Cognitive Studies March 2015 (Grosz & Sidner, 1990; Clark, 1996) 4.2 3 (issue) (concern) (proposal) (issue) (concern) (proposal) 4.3 2 (Katagiri, Takanashi, Ishizaki, Enomoto, Den, & Matsusaka, 2011, 2012) -
Vol. 22 No. 1 101 1 - C-solicit : - C-introduce : - C-eval/positive : - C-eval/negative : - C-elaborate : - P-solicit : - P-introduce : - P-accept : - P-reject : - P-elaborate : 2 / 4.4 5 ( 1 ) (concern solicitation) (concern introduction) (positive concern evaluation) (negative concern evaluation) (incremental concern alignment) 5 ( 1 ) (proposal solicitation) (proposal introduction) (proposal acceptance) (proposal rejection) (incremental proposal modification) 4 5 1 (Austin, 1962; Searle, 1969, 1985) (Allen & Core, 1997; Bunt, 2006)
102 Cognitive Studies March 2015 2 5. 3 1 - A B 5.1 2 (turn) 3 5.2 3 A B 4 A B
Vol. 22 No. 1 103 4 5 5 A B ( ) 5.3 6 4 A B 1 7 6 7 6 A B, ()
104 Cognitive Studies 図6 March 2015 関心擦り合わせ対話例: 禁煙交渉 話進行の構造分析によって 合意形成に至る交渉過 によって 合意内容遵守に対する期待 性向 説得 程で生起している会話参加者間の価値基準情報の交 などの表現を通じた相互信頼感形成構築の構造の可 換や妥協点の模索の様子を 関心擦り合わせと提案 視化も可能になっている 交換という形で抽出することに成功している さら に合意形成進行の構造を関心と提案という具体的言 5.4 信頼感構築戦略としての関心擦り合わせ 語表現から一段抽象化されたレベルでとらえること 図 7 と同様に 会話進行に現れる関心擦り合わせ
Vol. 22 No. 1 105 A-B: C-introduce:() C-eval/negative:() A-B: C-elaborate:() C-eval/negative:() A-B: C-introduce:() C-eval/negative:() B-A: C-introduce:() C-eval/positive: () B-A: C-introduce:() C-eval/negative:() B-A: C-introduce:() C-eval/positive: () B-A: C-introduce:() C-eval/positive: () B-A: C-introduce:() C-eval/positive: () A-B: P-introduce:( () ) B-A: P-accept: () 7 /: A-B: C-introduce: BMI C-eval/positive: () A-B: C-introduce: () C-eval/positive: () C-eval/negative:() A-B: C-solicit: (?) B-A: C-introduce: () B-A: C-introduce: () B-A: C-introduce: () B-A: C-introduce: () A-B: Reason () A-B: P-introduce: (/ or /) B-A: P-reject: ([/] ) A-B: P-introduce: (:) B-A: P-accept: () 8 /: 8 9 8 A BMI B A 9 A B
106 Cognitive Studies March 2015 A-B: C-solicit: () A-B: C-introduce:() C-eval/negative:() A-B: C-introduce:() C-eval/positive: () A-B: C-introduce:() C-eval/positive: () A-B: C-introduce:() B-A: C-introduce:() A-B: P-solicit: (?) B-A: P-introduce:() A-B: P-solicit: (?) B-A: P-introduce:() A-B: P-elaborate: () B-A: P-reject: () A-B: P-introduce:() B-A: P-accept: () A-B: P-solicit: () B-A: P-introduce:( []) 9 /: 6. 6.1 10 6 73 61 100% 82% 90% 2.1 10 [] 6.2 (1) (2)
Vol. 22 No. 1 107 (3) (2) 7 (1) 6.3 6 8 3 2 7. 3
108 Cognitive Studies March 2015 (2013) (Mann & Thompson, 1988) 7 (B) ( 24 26 : 24300061) Allen, J. F. & Core, M. G. (1997). DAMSL: Dialog act markup in several layers (Draft 2.1). Report No., Multiparty Discourse Group, Discourse Resource Initiative. Austin, J. L. (1962). How to Do Things with Words. Harvard University Press. Bunt, H. (2006). Dimensions in dialogue act annotation. the 5th International Conference on Language Resources and Evaluation (LREC 2006). Clark, H. H. (1996). Using Language. Cambridge University Press. Cutler, A. (Ed.) (2005). Twenty-First Century Psycholinguistics: Four Cornerstones. Lawrence Erlbaun Associates. Grice, P. (1989). Studies in the Way of Words. Harvard University Press. Grosz, B. J. & Sidner, C. L. (1990). Plans for Discourse. In P. R. Cohen, J. Morgan, & M. E. Pollack (Eds.), Intentions in Communication, chap. 20, 417 444. MIT Press. Katagiri, Y., Takanashi, K., Ishizaki, M., Enomoto, M., Den, Y., & Matsusaka, Y. (2011). Concern alignment in consensus building conversations. the 15th Workshop on the Semantics and Pragmatics of Dialogue (SemDial2011), 208 209. Katagiri, Y., Takanashi, K., Ishizaki, M., Enomoto, M., Den, Y., & Matsusaka, Y. (2012). Negotiation for Concern Alignment in Health Counseling Dialogues. the 16th Workshop on the Semantics and Pragmatics of Dialogue (SemDial2012), 173 174. Levinson, S. C. (1983). Pragmatics. Cambridge University Press. Mann, W. C. & Thompson, S. A. (1988). Rhetorical Structure Theory: Toward a functional theory of text organization. Text, 8 (3), 243 281. McEnery, T. & Hardie, A. (2011). Corpus Linguistics: Method, Theory and Practice. Cambridge University Press. Roschelle, J. (1992). Learning by collaborating: Convergent conceptual change. The Journal of the Learning Sciences, 2, 235 276.
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