The dynamics of complaining in an unregulated commercial setting
| Dates: | 7 May 2013 |
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| Times: | 16:15 - 17:30 |
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| What is it: | Talk |
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| Organiser: | School of Arts, Languages and Cultures |
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| Speaker: | Rosina Márquez Reiter |
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ILLS seminar with Rosina Márquez Reiter (Surrey). Abstract:
In this talk I examine the way in which telephone conversationalists launch, develop and revisit a complaint in a for-profit commercial service encounter over a long stretch of talk. I concentrate on some of the resources mobilised by the participants to construct the complaint with particular attention to the way in which forms of address and changes in footing are deployed to display misalignment and/or to seek affiliation and indicate face concerns. The findings reveal that the complaint is carefully initiated and made explicit as soon as it becomes clear that the other party does not align with it. The adversarial nature of the talk observed stems from the resistance showed to affiliate with each other and/or align with one another’s project. It is argued that the overtime development and elaboration of the complaint may respond to the interpersonally delicate nature of activity, the ways in which the company conducts its business and to standing business practices in this part of the world.
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A2.16
Ellen Wilkinson Building
Manchester
