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In this paper, I describe how psychologists who work with language – in particular, naturallyoccurring social interaction – can develop evidence-based communication training for professionals. I start by situating my research in discursive psychology and conversation analysis and explain some points of (dis)connection between mainstream and qualitative/critical that nevertheless enable practical application and impact. I explain how I developed CARM, the Conversation Analytic Role Play Method, which takes interaction ‘in the wild’ in diverse institutional settings to explore what constitutes effective practice. Drawing on police crisis negotiation and community mediation intake telephone calls, I show how, psychological matters (e.g., identity, prejudice) are relevant to and impact the progress and outcome of encounters. I explain how these data and findings, rather than hypothetical cases and simulations, have been used in workshops with practitioners. Overall, the paper makes the case for using discursive psychology and conversation analysis to provide rigorous, empirically-grounded communication training with integrity.

Psychological matters in institutional interaction: Insights and interventions from discursive psychology and conversation analysis.