Politeness Theory. The transcript of this conversation came from the customer services department of my work place.
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
Introduction
There are a number of different features to investigate within this transcript. This is because the phone conversations are a naturally challenging environment. The facial expressions and simultaneous emotions cannot be included in the conversation, and moreover the words and tone of voice must be chosen and used very carefully during the phone conversations. In this transcript the conversation was initiated with a degree of willingness and degree of politeness the causation of which may be presumed to be in the work environment. It is evident later on, that certain ...
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Introduction
There are a number of different features to investigate within this transcript. This is because the phone conversations are a naturally challenging environment. The facial expressions and simultaneous emotions cannot be included in the conversation, and moreover the words and tone of voice must be chosen and used very carefully during the phone conversations. In this transcript the conversation was initiated with a degree of willingness and degree of politeness the causation of which may be presumed to be in the work environment. It is evident later on, that certain topics can be affected by reacting simultaneously and having distance between the participants.
The politeness principle is evident by the lack of interruptions and simultaneous speech. The participants are familiar with one another however and positive politeness is portrayed by turn-taking and being too direct all of a sudden . The aspects of non-verbal speech are exemplified only by laughter and awkward pauses which are portrayed in the transcription key. The non-fluency features are shown by the number of pauses and hesitations but this is acceptable when taking the circumstances and environment into consideration.
Politeness strategies
Various methods can be utilised to convey information to an individual or a group. This is especially useful when it is known that the information will not be well received by another party. There are a number of ways that this can be done. This could be a written communication, discreetly, stated publicly or discreetly.
Bald on-record
Written communications need not be particularly diplomatic and can state the issues in clear language, whilst avoiding public embarrassment for the recipient. This is a simple way in most circumstances to convey unfavourable news to those close to you, such as family or close friends. Brown and Levinson outline various cases in which one might use the bald on-record strategy, including :
- Cases where these examples might not apply
An urgent priority has arisen
Great haste is required
A very urgent situation needs to be resolved
Personal feelings cannot be taken into account
It is in the interest of all concerned that an issue is resolved
- Cases where possible issues are not expressed
During introductions and exploring possibilities
Positive politeness
When attempting to convey information in a firm and favourable way to another party, language that flatters the individual should be used, targeted at his activities, whether of a business or personal nature. All discussions should stress these points, to encourage a common aim, interest or activity. 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.
Do not show an excessive amount of enthusiasm
Do not attempt to convey fault etc
Appear forgiving when dealing with disagreements
Do include the other party in all discussions, rightly or wrongly to reach an amicable conclusion.
Off-record (indirect)
The final politeness strategy outlined by Brown and Levinson is the indirect strategy; this strategy uses indirect language and removes the speaker from the potential to be imposing. For example, a speaker using the indirect strategy might merely say “wow, it’s getting hot in here” insinuating that it would be nice if the listener would get up and turn down the heater without directly asking the listener to do so.
Sociological variables
Take into consideration three sociological factors when deciding whether and how to use the various strategies in real life situations
Depends on three factors:
between parties
Distinguish kin or friend from a stranger with whom you may be of the same social status, but who is still separated by social distance.
Different face-threatening acts are used depending on the social distance between interlocutors
relations between parties
We are inclined to speak to our social equals differently than those whose status is higher or lower than our own in a given situation
The absolute ranking of the threat of the face-threatening act
Some impositions are greater than others. Highly imposing acts like requests demand more redress to mitigate their increased threat level.
The conversation between participant (A) and (B) started in a reasonably polite way. In line 1,2 (A) and (B) is both having positive politeness. As they have very basic routine conversation for a start. In line 3, participant (A) uses the Negative Politeness by saying “I ……..name?”. Then continues having her positive strategy in line 5 and 7 again.
In lines 4, 6, 8 participant (B) is still follows the Positive Politeness and having a positive face, giving related information to a participant (A). Here it kept as normal conversation with no FTA’s. Line 9 is leaded by participant (A), here (A) uses the Negative Politeness as she uses the characteristics apologies and softening mechanism and being very direct with the fact occurred participant (B)’s account and explains her what and where it went wrong. Contains face threatening act.
Line 10, here can be seen participant (B) uses the Off-record (indirect). She is not directly imposing on the hearer to get what she wants out of the interaction. Line 11, participant (A) using the Negative Politeness by saying “Sorry …come…” And the Off-record by saying that the participant (B) should have sent the amount from other available ways. Until the conversation (line 11) everything seemed to be in order, not very disturbed, but after participant (A)’s negative face and off record response (B) felt quite angry and offended. The reason for that is because (B) makes this phone call to sort the problem out however (A) approaches not very helpful they are even no where near being helpful. Lets continue: Line 12, participant (B) looks quite stressed and uses the strategy of Bald on Record. The participant (B) involves doing the FTA in most direct and clear way. Line 13,participant (A) responds with a Negative Politeness with very straight negative face and refuses participant (B)’s request.
Line 14, participant (B) is again using the Bold on record as she seem to had too much as a result she uses the most clear and direct way possible. Line 15 in this line participant (A) uses Negative Politeness using the softening mechanism by starting her sentences with “Sorry”. Receiving no reply from participant (B) for a few second, participant (A) to use little explanation and she says “Even your assistant was agree with it” This clearly indicates that Off-record strategy also used in the second sentences.
This also proves that participant (A) can not be as straight as participant (B). This can be explained by “Sociological Variables” There is a “Power relations between Participant” “(A)” and “(B)”.
Line 16, here participant (B) gets even worse as she can not bare having no one to speak apart from (A), She uses most clear threatening face “Bald-on record”.
Bold- on record strategy is usually used in situations where the speaker has a close relationship with hearer, however Brown and Levinson indicates various cases in which might use the bold on-record strategy. Including “Great desperation”. In my opinion participant (B) is in desperation as she has just lost a great amount of money and there is no way she can be given a chance to explain herself. Line 17, here participant (A) 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.
Bibliography
Brown, Penelope and Stephen C. Levinson. 1987. Politeness: Some universals in language usage. Cambridge: Cambridge University Press.
Mills, Sara. 2003. Gender and Politeness. Cambridge: Cambridge University Press.
Foley, William. 1997. Anthropological Linguistics: An introduction. Blackwell