Download or read book Im politeness at a Slovenian Call Centre written by Sara Orthaber and published by Springer Nature. This book was released on 2023-11-03 with total page 354 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume covers the field of linguistic (im)politeness in a particular mediated, customer-oriented setting. It is the first book to do so across telephone, email and social media. It offers key insights into a unique customer service setting through authentic and spontaneous data analysis. The book looks at how customers and agents of a large public transport company engage in transactional services and impolite behaviour. This text is directed at scholars and practitioners working in communication, business discourse, (socio)pragmatics, interaction studies, and social media interactions. It is also of great value to students in applied linguistics and scholars of Slavic languages, particularly Slovenian. The cross-media study is also of value to public/private institutions to reflect on their work practices, helping them improve existing customer–service provider relationships. The diverse readership and appeal are essential features of this book. Examines mediated institutional talk and impoliteness in the Slovenian language Covers mediated service interactions, such as requests and complaints across three different media Provides in-depth insights into communication within a contemporary business environment

Download or read book Im politeness and Moral Order in Online Interactions written by Chaoqun Xie and published by John Benjamins Publishing Company. This book was released on 2020-06-04 with total page 185 pages. Available in PDF, EPUB and Kindle. Book excerpt: (Im)politeness and Moral Order in Online Interactions presents a timely response to the ‘moral turn’ in (im)politeness studies. This volume, presented by a roster of prominent figures in the field, documents and showcases the complexity of (im)politeness as social practice by focusing on the morality of (im)politeness in internet-mediated interactions. It includes, among others, studies on how the moral order is made explicit and salient in the production and perception of online impoliteness as social practice and how situated impoliteness can perform positive social and communicative functions. This volume confirms once again that (im)politeness can serve as a lens through which a variety of topics, genres, and contexts are intertwined together pointing to the very presence and existence of human beings, and is bound to be of interest to not only students and scholars engaged in the area of (im)politeness and internet pragmatics, but also to all those with a more general interest in the study of human (inter)actions in various situations and contexts. Originally published as special issue of Internet Pragmatics 1:2 (2018).

Download or read book Exploring Im politeness in Specialized and General Corpora written by Yeşim Aksan and published by Cambridge Scholars Publishing. This book was released on 2015-02-05 with total page 275 pages. Available in PDF, EPUB and Kindle. Book excerpt: Corpus linguistic methods provide new avenues for (im)politeness scholarship to reflexively evaluate its understanding of communication and language use on the theoretical contributions of corpus linguistics to the linguistic sciences. In this sense, this volume is a unique contribution to (im)politeness scholarship. It showcases studies in the field which employ specialized and general corpora, with methodologies that range from the speech act to the discourse-analytic and conversation-analytic traditions. The book brings into closer contact scholarship that has hitherto remained in relatively different streams of the scientific investigation of (im)politeness. A unifying theme of the chapters here is that (im)politeness phenomena are situated within the institutional and genre-specific expectations of participants in an interaction. Each of the chapters identifies the situatedness of (im)politeness from varying perspectives. The chapters in the volume are sequenced from specialized to general corpora, and simultaneously move from conversation – and discourse – analytic perspectives to contributions that address issues surrounding the identification and extraction of (im)politeness in general corpora. In collating the chapters of the volume, care was taken to focus attention on languages that have been studied extensively in (im)politeness scholarship (varieties of English – British English and Englishes in Hong Kong – and Greek), and languages that are only recently gaining more visibility in the field (Slovenian and Turkish).

Download or read book The Pragmatics of Sensitive Activities in Institutional Discourse written by Maj-Britt Mosegaard Hansen and published by John Benjamins Publishing Company. This book was released on 2018-06-14 with total page 202 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume examines the way participants orient to aspects of their interactions with others as interpersonally sensitive across an array of languages and contemporary institutional settings. The individual chapters address interactional episodes where the participants signal that elements of the exchanges they are engaged in are problematic in terms of the vulnerability of their own and/or each other’s face and the role-identities assumed throughout the interactions. The volume contributors examine a range of activities. In some of these, an orientation to interpersonal sensitivity is expected, such as citizens’ encounters with traffic police officers, negotiations with a line manager, political news interviews, or public inquiries. Other types of activity, such as service calls or guided tours, involve no such expectations in and of themselves. In some cases, the situated vulnerabilities studied here, whether expected or not, lead to deviation from the expected trajectory of the communicative event, with implications for goal achievement. The collection of papers draws on diverse analytic perspectives. These include interactional discourse analysis, interactional linguistics, and conversation analysis. The diversity of languages and institutional environments examined will be of interest to students and scholars with an interest in face-to-face interaction and serve to stimulate debate in the field of pragmatics and beyond. Originally published as special issue of Pragmatics and Society 7:4 (2016).

Download or read book Technology Mediated Service Encounters written by Pilar Garcés-Conejos Blitvich and published by John Benjamins Publishing Company. This book was released on 2019-01-10 with total page 261 pages. Available in PDF, EPUB and Kindle. Book excerpt: The chapters in this collection, authored by renowned scholars, address a gap in the literature by focusing on the consequences that outsourcing, among other globalized economic practices, and remediation by new technologies have had on the service encounters genre (SE). From both a multilingual and a multidisciplinary perspective, this collection explores the development of technological applications and professional best practices as well as call centre interaction, e-commerce, and e-word of mouth. More specifically, the papers in this volume report on technology developed to support SEs and how this technology influences service providers and their allowable linguistic contributions. Further, this collection provides valuable insights on the language and strategic behaviour deployed in less researched kinds of SEs, gives special attention to how technology impacts the interface between the transactional and interactional goals of SEs, and thus has real world applications.

Download or read book The Philosophy of Im politeness written by Chaoqun Xie and published by Springer Nature. This book was released on 2021-12-14 with total page 263 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book explores what new light philosophical approaches shed on a deeper understanding of (im)politeness. There have been numerous studies on linguistic (im)politeness, however, little attention has been paid to its philosophical underpinnings. This book opens new avenues for both (im)politeness and philosophy. It contributes to a fruitful dialogue among philosophy, pragmatics, and sociology. This volume appeals to students and researchers in these fields.

Download or read book Historical Sociopragmatics written by Jonathan Culpeper and published by John Benjamins Publishing. This book was released on 2011 with total page 145 pages. Available in PDF, EPUB and Kindle. Book excerpt: Maps out historical sociopragmatics, a multidisciplinary field located within historical pragmatics, but overlapping with socially-oriented fields, such as sociolinguistics and critical discourse analysis

Download or read book Linguistic Politeness in Britain and Uruguay written by Rosina Márquez Reiter and published by John Benjamins Publishing. This book was released on 2000-12-08 with total page 247 pages. Available in PDF, EPUB and Kindle. Book excerpt: The first well-researched contrastive pragmatic analysis of requests and apologies in British English and Uruguayan Spanish. It takes the form of a cross-cultural corpus-based analysis using male and female native speakers of each language and systematically alternating the same social variables in both cultures. The data are elicited from a non-prescriptive open role-play yielding requests and apologies. The analysis of the speech acts is based on an adaptation of the categorical scheme developed by Blum-Kulka et al. (1989). The results show that speakers of English and Spanish differ in their choice of (in)directness levels, head-act modifications, and the politeness types of males and females in both cultures. Reference to an extensive bibliography and the thorough discussion of methodological issues concerning speech act studies deserve the attention of students of pragmatics as well as readers interested in cultural matters.

Download or read book Intercultural Conversation written by Winnie Cheng and published by John Benjamins Publishing. This book was released on 2003-01-01 with total page 298 pages. Available in PDF, EPUB and Kindle. Book excerpt: This innovative study of naturally-occurring English conversations between Hong Kong Chinese and their native English friends and colleagues makes a worthwhile contribution to the research literature on intercultural conversation. Through analyzing dyadic intercultural conversations, the study investigates the ways in which culturally divergent conversationalists manage their organizational and interpersonal aspects of the unfolding conversations. The study focuses on five features of conversational interaction — disagreements, compliments and compliment responses, simultaneous talk, discourse topic management and discourse information structure — where cultural values and attitudes are particularly evident. For each of the features, hypotheses are formulated and tested through the detailed analysis of twenty-five intercultural conversations. This quantitative analysis is then followed by qualitative analysis of excerpts from the conversations to show the ways in which conversational interaction is performed and negotiated. The study shows in very revealing ways that intercultural conversations involve a complex, interactive and collaborative process of communication between the participants.

Download or read book On Apologising in Negative and Positive Politeness Cultures written by Eva Ogiermann and published by John Benjamins Publishing. This book was released on 2009 with total page 313 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book investigates how speakers of English, Polish and Russian deal with offensive situations. It reveals culture-specific perceptions of what counts as an apology and what constitutes politeness. It offers a critical discussion of Brown and Levinson's theory and provides counterevidence to the correlation between indirectness and politeness underlying their theory. Their theory is applied to two languages that rely less heavily on indirectness in conveying politeness than does English, and to a speech act that does not become more polite through indirectness. An analysis of the face considerations involved in apologising shows that in contrast to disarming apologies, remedial apologies are mainly directed towards positive face needs, which are crucial for the restoration of social equilibrium and maintenance of relationships. The data show that while English apologies are characterised by a relatively strong focus on both interlocutors negative face, Polish apologies display a particular concern for positive face. For Russian speakers, in contrast, apologies seem to involve a lower degree of face threat than they do in the other two languages."

Download or read book Approaches to Internet Pragmatics written by Chaoqun Xie and published by John Benjamins Publishing Company. This book was released on 2021-04-15 with total page 358 pages. Available in PDF, EPUB and Kindle. Book excerpt: Internet-mediated communication is pervasive nowadays, in an age in which many people shy away from physical settings and often rely, instead, on social media and messaging apps for their everyday communicative needs. Since pragmatics deals with communication in context and how more gets communicated than is said (or typed), applications of this linguistic perspective to internet communication, under the umbrella label of internet pragmatics, are not only welcome, but necessary. The volume covers straightforward applications of pragmatic phenomena to internet interactions, as happens with speech acts and contextualization, and internet-specific kinds of communication such as the one taking place on WhatsApp, WeChat and Twitter. This collection also addresses the role of emoticons and emoji in typed-text dialogues and the importance of “physical place” in internet interactions (exhibiting an interplay of online-offline environments), as is the case in the role of place in locative media and in broader place-related communication, as in migration.

Download or read book Advice Online written by Miriam A. Locher and published by John Benjamins Publishing. This book was released on 2006 with total page 296 pages. Available in PDF, EPUB and Kindle. Book excerpt: Advice Online presents a comprehensive study of advice-giving in one particular American Internet advice column, referred to as 'Lucy Answers'. The discursive practice investigated is part of a professional and educational health program managed by an American university. The study provides insights into the linguistic realization of both asking for and giving advice in a written form and thus adds to the literature on advice columns as a specific text genre, on advice in health care contexts, and on Internet communication. The book offers a comprehensive literature review of advice in health encounters and other contexts, and uses this knowledge as a basis for comparison. Advice Online demonstrates how qualitative and quantitative research methods can be successfully combined to arrive at a comprehensive analysis of a discursive practice. It provides essential information on advice-giving for researchers, academics and students in the fields of (Internet) communication, media studies, pragmatics, social psychology and counseling. Health educators who work for advice columns or use similar forms of communication will also benefit from the insights gained in this study.

Download or read book Linguistic Ethnography of a Multilingual Call Center written by Johanna Woydack and published by Springer. This book was released on 2018-09-24 with total page 223 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book presents an innovative institutional transpositional ethnography that examines the textual trajectory of “the life of a calling script” from production by corporate management and clients to recontextualization by middle management and finally to application by agents in phone interactions. Drawing on an extensive original research it provides a behind-the-scenes view of a multilingual call center in London and critiques the archetypal modern workplace practices including extensive use of monitoring and standardization and use of low-skilled precariat labor. In doing so, it offers fresh perspectives on contemporary debates about resistance, agency, and compliance in globalized workplaces. This study will provide a valuable resource to students and scholars of management studies, communication, sociolinguistics, and linguistic anthropology.

Download or read book Impoliteness in Interaction written by Derek Bousfield and published by John Benjamins Publishing. This book was released on 2008-01-09 with total page 297 pages. Available in PDF, EPUB and Kindle. Book excerpt: This study concerns the nature of impoliteness in face-to-face spoken interaction. For more than three decades many pragmatic and sociolinguistic studies of interaction have considered politeness to be one central explanatory concept governing and underpinning face-to-face interaction. Politeness' "evil twin" impoliteness has been largely neglected until only very recently. This book, the first of its kind on the subject, considers the role that impoliteness has to play by drawing extracts from a range of discourse types (car parking disputes, army and police training, police-public interactions and kitchen discourse). The study considers the triggering of impoliteness; explores the dynamic progression of impolite exchanges, and examines the way in which such exchanges come to some form of resolution. 'Face' and the linguistic sophistication and manipulation of discoursally expected norms to cause, or deflect impoliteness is also explored, as is the dynamic and sometimes hotly contested nature of an individual's socio-discoursal role.

Download or read book Assuring the Quality of Health Care in the European Union written by Helena Legido-Quigley and published by World Health Organization. This book was released on 2008 with total page 242 pages. Available in PDF, EPUB and Kindle. Book excerpt: People have always travelled within Europe for work and leisure, although never before with the current intensity. Now, however, they are travelling for many other reasons, including the quest for key services such as health care. Whatever the reason for travelling, one question they ask is "If I fall ill, will the health care I receive be of a high standard?" This book examines, for the first time, the systems that have been put in place in all of the European Union's 27 Member States. The picture it paints is mixed. Some have well developed systems, setting standards based on the best available evidence, monitoring the care provided, and taking action where it falls short. Others need to overcome significant obstacles.

Download or read book Interaction Ritual written by Erving Goffman and published by Routledge. This book was released on 2017-07-12 with total page 284 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Not then, men and their moments. Rather, moment and their men," writes Erving Goffman in the introduction to his groundbreaking 1967 Interaction Ritual, a study of face-to-face interaction in natural settings, that class of events which occurs during co-presence and by virtue of co-presence. The ultimate behavioral materials are the glances, gestures, positionings, and verbal statements that people continuously feed into situations, whether intended or not. A sociology of occasions is here advocated. Social organization is the central theme, but what is organized is the co-mingling of persons and the temporary interactional enterprises that can arise therefrom. A normatively stabilized structure is at issue, a "social gathering," but this is a shifting entity, necessarily evanescent, created by arrivals and killed by departures. The major section of the book is the essay "Where the Action Is," drawing on Goffman's last major ethnographic project observation of Nevada casinos. Tom Burns says of Goffman's work "The eleven books form a singularly compact body of writing. All his published work was devoted to topics and themes which were closely connected, and the methodology, angles of approach and of course style of writing remained characteristically his own throughout. Interaction Ritual in particular is an interesting account of daily social interaction viewed with a new perspective for the logic of our behavior in such ordinary circumstances as entering a crowded elevator or bus." In his new introduction, Joel Best considers Goffman's work in toto and places Interaction Ritual in that total context as one of Goffman's pivotal works: "His subject matter was unique. In sharp contrast to the natural tendency of many scholars to tackle big, important topics, Goffman was a minimalist, working on a small scale, and concentrating on the most mundane, ordinary social contacts, on everyday life.'"

Download or read book Understanding Im politeness Through Translation written by Maria Sidiropoulou and published by Springer Nature. This book was released on 2021-02-01 with total page 180 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book offers a unique window to the study of im/politeness by looking at a translation perspective, which offers a different set of data and allows further understanding of the phenomenon. In the arena of real-life translation practice, the workings of im/politeness are renegotiated in a different cultural context and thus pragmatically oriented cross-cultural differences become more concrete and tangible. The book focuses on the language pair English and Greek, a strategic choice with Greek as a less widely spoken language and English as a global language. The two languages also differ in their politeness orientation in certain genres, which allows for a fruitful comparison. The volume focuses on press translation first, then translation of academic texts and translation for the stage, and finally audiovisual translation (mainly subtitles). These genres highlight a public, an interactional, and a multimodal dimension in the workings of im/politeness.