Home
Scholarly Works
Evaluations of Overhelping and Underhelping...
Conference

Evaluations of Overhelping and Underhelping Communication

Abstract

Older adults and persons with disability experience communication predicaments involving inappropriate help. In a retail setting, the authors examined the meanings of overhelping and underhelping and how these may be affected by the recipient's age and (dis)ability status. Young adults ( n= 221) were presented with a picture of either a young or an older target seated in an armchair or a wheelchair. Participants then read three different conversations across which their target was addressed in professional, overhelping, or underhelping speech styles. Salesperson overhelping style was associated with the most exaggerated intonation. Compared to the professional, overhelping led to downgrading of customer satisfaction and salesperson effectiveness. “Blametherecipient” effects occurred in evaluations of both underhelped and overhelped customers. The customer in a wheelchair was rated more competent than the seated target regardless of age or salesperson style. Future research will focus on assertiveness options for managing needed or unwanted help.

Authors

Ryan EB; Anas AP; Gruneir AJS

Volume

25

Pagination

pp. 97-107

Publisher

SAGE Publications

Publication Date

March 1, 2006

DOI

10.1177/0261927x05284485

Conference proceedings

Journal of Language and Social Psychology

Issue

1

ISSN

0261-927X

Contact the Experts team