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

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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 ...

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