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Politeness Theory. The transcript of this conversation came from the customer services department of my work place.

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´╗┐Talking to Others Politeness Theory 26/03/2013 Course Work The transcript of this conversation came from the customer services department of my work place. The conversation took place during a telephone call that I answered from a customer. Prior to the start of my conversation I will be introducing my self and the customer, explaining who we are and what we are doing. Participant A. I am ?Ilay?. I have been working in the sales and customer services department for 5 years. I?m female, aged 24. Participant B. The customer is a female aged between 40 / 55. She has been our customer more then 3 years and she is responsible for sales and the finance department at the company she works for. She called about a problem that she had come across, while using her new Microsoft word programme. First of all, the ?Politeness Strategies? will be introduced then the transcript will be analysed according to this strategy, as much as possible. Transcription Keys (.) Pause of less then a second (2) Longer pause number of seconds indicated [ ] simultaneous speech Bold emphatic stress No Speaker Utterance 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 A B A B A B ...read more.


Positive politeness include statements of friendship, solidarity, compliments, and the following examples from Brown and Levinson: Cater to the person requirements Create a feeling of togetherness Adopt an optimistic viewpoint Endeavour to have an inclusive conversation with all involved Attempt to provide what the other person or group requires Show an interest in the other parties pastimes Do not be negative and use humour where you can Negative politeness Negative politeness strategies when dealing with a person with a non-responsive attitude try to not impose too much on the other party. This will avoid creating a tense and difficult situation. Always leave an option for the other party to become part of the conversation or meeting without feeling spoken down too and giving them an opportunity to contribute in a gainful way. These strategies presume that the speaker will be imposing on the listener and there is a higher potential for awkwardness or embarrassment than in bald on record strategies and positive politeness strategies. Examples from Brown and Levinson include: Talk around a subject rather than being confrontational Use words or phrases that are slightly ambiguous so that the other party can take an opportunity to reply in their own way. ...read more.


no more cares about having power relations with (B), responses [simultaneously] and clearly uses the bold on-record to reply back to (B)?s comment in line 16. Line 18, here (B) blinded her self has no more respect, not thinking about sociological variables, power relationship, and conversation leads with no control (B) once more and in the most direct way having all negative face and uses bold on-record. Line 19, (A) uses the off-record and shows no response to participant (B)?s insults and goes no further that direction that participant (B) wants to go, and gives the turn back to participant (B). Line 20, participant (B) has her silence this shows she is using the FTA in a very negative way. Line 21, (A) gives chance (B) to speak but no response comes from (B) As in this (A) uses no strategy at all. Line 22, participant (B) disappears by saying nothing, from my point of view she has no respect or what so ever and even saying nothing allows her to use the strategy of bold on-record. I found that by taking on the beginning of the conversation that the transcription was easier as its flow had not really taken form and the misunderstandings was apparent until the subject was cleared of by participants ?A?. However it was more difficult to give a broad range of theories and maxims for the same reason. ...read more.

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