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The study of negotiation has attracted considerable scholarly attention in recent decades, yet rarely have discourse analysts applied their particular concerns and interests to the phenomenon. Although a fundamental characteristic of negotiation is linguistic action, the detailed study of negotiation as a communicative, discourse activity is in its infancy. In the first collection of its kind, Alan Firth has brought together 14 original studies of negotiation discourse. Drawing on insights and methodologies from discourse and conversation analysis, pragmatics, ethnography and ethnomethodology

Focusing on the 'fictions' between the ethnographer and her informants, this article deals with the delicate chemistry of fieldwork through an account of three field studies. The first explores power struggles in a bank in Marseilles; the second looks at issues related to political and economic transition in Romania through as seen through the lens of a metalwork factory; the last analyses 'modernisation' in the public sector in Marseilles. These studies highlight some major questions raised in the field of reflexive anthropology, including the nature of the ethnographer/informant relationship, validation, gender issues, and the exploitation of the researcher. They reveal some of the difficulties surrounding the social construction of the ethnographer in the workplace and the negotiation of roles undergone whilst in the workplace. In these three cases the ethnologist was excluded from the field, forgotten about, and caught up in a conflict.

Introduction -- Moving from control to collaboration -- Controlling communication and case studies -- Collaborative communication and case studies -- Tips, tools, and resources to move from control to collaboration -- Moving from top-down to upward communication -- Top-down communication and case studies -- Upward communication and case studies -- Tips, tools, and resources to move from top-down to upward communication -- Moving from secretive to transparent communication -- Secretive communication and case studies -- Transparent communication and case studies -- Tips, tools, and resources to move from secrecy to transparency -- Moving from impersonal to engaging communication -- Impersonal communication and case studies -- Engaging communication and case studies -- Tips, tools, and resources to move from impersonal to engaging communication -- Conclusion & implications

PurposeThe purpose for writing this paper is to help develop and apply integrated models and methods of best practice that can prevent and manage workplace incivility (WPI) and workplace violence (WPV).Design/methodology/approachThis approach uses the framework of the public health model to integrate neurobiological, behavioural, organisational, mental health, and educational theory into a holistic framework for the primary, secondary, and tertiary prevention of WPV. The key concepts built into this model are those of organisational violence (OV), trauma‐informed services, and positive behaviour support (PBS). This approach is further illustrated by case studies from organisations that have successfully implemented safety protocols that demonstrate the effectiveness of such an integrated approach. This method is derived primarily from qualitative data based on the expertise and experience of the authors in the areas of psychiatry, social work research, and instructional implementation as well as reviews of the current literature.FindingsThis model suggests that understanding WPI and violence as reactions to a combination of internal and external stressors is key to interrupting these violent responses. Responding to WPV requires that organisations first take responsibility for their own role in generating WPV and recognize the impact of organisationally generated trauma on staff and services users. In this behavioural model, WPV and WPI have functions which require the teaching of replacement behaviours that help individuals to escape from these stresses in ways that do not cause harm to themselves and/or others. Thus, management must instruct staff how to teach and reinforce appropriate social and communicative behaviours in order to replace those behaviours leading to WPV and WPI.Practical implicationsThe practical implications of this paper are that it provides human service practitioners with: an understanding of the functions of reactive violence at work; a methodology to identify different types WPI and WPV; a framework to proactively teach violence replacement behaviours, empowering people to address the causative factors in ways that do not cause harm to self and/or others; skills that can be taught to management and staff individually or in group settings, as well as to service users; and implementation models from various organisations that have achieved significant reductions in WPV. Another important outcome demonstrated through the case studies is that significant financial savings can be achieved through reduction of WPI and WPV which may in turn lead to a related improvement in the quality of life for staff and service users through changes in workplace practices. This outcome has implications for organisational practice and theory as well as human services education and training.Social implicationsOne key social implication of the model, if integrated into the company's social responsibility policies and practices, is the potential for improving the quality of life for staff and patients in health care settings as well as employees, customers, and service users in other settings.Originality/valueThe originality shown in this paper is the way the three key concepts of OV, trauma‐informed services, and PBS are built into a public health model to prevent and mitigate WPV. This paper is of particular value to boards of management, organisational directors, supervisors, HR and training departments as well as direct care staff, service providers, and regulatory bodies.

Purpose The purpose of this paper is to consider existing debates within the sociology of work, particularly the re-emergence of labour process theory (LPT) and the "collective worker", in relation to resistance at work. Through presentation of primary data and a dialectical discussion about the nature of ideology, the paper offers alternative interpretations on long-standing debates and raises questions about the efficacy of workplace resistance. Design/methodology/approach The design of this methodology is an ethnographic study of a call centre in the North-East of England, a covert participant observation at "Call Direct" supplemented by semi-structured interviews with call centre employees. Findings The findings in this paper suggest that resistance in the call centre mirrors forms of resistance outlined elsewhere in both the call centre literature and classical workplace studies from the industrial era. However, in presenting an alternative interpretation of ideology, as working at the level of action rather than thought, the paper reinterprets the data and characterises workplace resistance as lacking the political potential for change often emphasised in LPT and other workplace studies. Originality/value The original contribution of this paper is in applying an alternative interpretation of ideology to a long-standing debate. In asking sociology of work scholars to consider the "reversal of ideology", it presents an alternative perspective on resistance in the workplace and raises questions about the efficacy of workplace disobedience.

In the context of democratization and deracialization, Southa Africa's workplaces are undergoing a profound transition. This article investigates worker participation in three different South African case studies and argues that in the context of ongoing conflict and cooperation, participation should be combined with oppositional strategies if labour is going to have any meaningful say in the running of the workplace.

Purpose
The purpose of this paper is to consider existing debates within the sociology of work, particularly the re-emergence of labour process theory (LPT) and the "collective worker", in relation to resistance at work. Through presentation of primary data and a dialectical discussion about the nature of ideology, the paper offers alternative interpretations on long-standing debates and raises questions about the efficacy of workplace resistance.


Design/methodology/approach
The design of this methodology is an ethnographic study of a call centre in the North-East of England, a covert participant observation at "Call Direct" supplemented by semi-structured interviews with call centre employees.


Findings
The findings in this paper suggest that resistance in the call centre mirrors forms of resistance outlined elsewhere in both the call centre literature and classical workplace studies from the industrial era. However, in presenting an alternative interpretation of ideology, as working at the level of action rather than thought, the paper reinterprets the data and characterises workplace resistance as lacking the political potential for change often emphasised in LPT and other workplace studies.


Originality/value
The original contribution of this paper is in applying an alternative interpretation of ideology to a long-standing debate. In asking sociology of work scholars to consider the "reversal of ideology", it presents an alternative perspective on resistance in the workplace and raises questions about the efficacy of workplace disobedience.