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The job interview from the role-play has highlighted how systematically different ways of using language can have real implications.

Gumperz, whose work on contextualisation cues you discovered previously in steps 2.8 and 2.10, explains the following:

When a listener does not react to a cue or is unaware of its function, interpretations may differ and misunderstanding may occur. It is important to note that when this happens and when a difference in interpretation is brought to a participant’s attention, it tends to be seen in attitudinal terms. A speaker is said to be unfriendly, impertinent, rude, uncooperative, or to fail to understand.
(Gumperz 1982:132).

Gumperz further explains that listeners make judgements about speakers’ intent mostly subconsciously. The danger of these subconscious processes is that incorrect judgements of intent can lead to incorrect judgements of character.

This process has been called ‘unconscious bias’, and the consequences of it can be wide-ranging, even though they are unintentional. An organisation may not get the best person for the job, with implications for the business or service. In the case of a commercial organisation, the business may not win a contract, leading to potentially huge monetary losses. The consequences can be grave, causing allegations of discrimination or systematic disadvantage.