Crisis negotiations: A Preliminary investigation of facework in naturalistic conflict discourse

Abstract

This article views crisis negotiations from an interaction goal perspective, with facework constituting a significant and heretofore unexplored dimension of interaction. We present a three‐dimensional model of facework used in coding perpetrator and negotiator discourse for face behaviors within three authentic negotiation interactions. Results indicate that Restore Other's Face and Restore Self's Face were the two predominant facework behaviors. While negotiators were the primary users of Restore Other's Face acts, perpetrators used mostly Restore Self's Face behaviors. No Attack Other's Face acts were observed. However, of five Attack Self's Face behaviors enacted, four occurred in a negotiation which ended in the suicide of the perpetrator. Lag sequential analysis revealed a general cycle of perpetrator use of Restore Self's Face and negotiator use of Restore Other's Face. Implications of these findings for future research and for training crisis negotiators are discussed.