(Im)Politeness, Face and Perceptions of Rapport: Unpackaging their Bases and Interrelationships

Spencer‐Oatey, Helen

doi:10.1515/jplr.2005.1.1.95

Cited by 344 publications

(135 citation statements)

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“…The content of the information and the way it is dispensed are not the only primordial issues; maybe more importantly, tourists must be treated in line with their role and the relationship perceived. This means dealing with face sensitivities, sociality rights and obligations, and interactional goals (SPEnCER-oATEy, 2005, 2009. When these are appropriately managed, rapport, or harmonious relations, arises, is maintained or fostered (SPEnCER-oATEy, 2005, p. 96).…”

Section: Informing Tourists At Visitor Centresmentioning

confidence: 99%

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Interlanguage pragmatics in a service encounter: diagnosing how Spanish learners of English for the Tourism Industry inform tourists at a visitor centre

Cruz

López

2017

Let. Hoje (Online)

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This study explores the behaviour of (pre-)intermediate Spanish learners of English for the Tourism Industry at the transactional phase of a service encounter wherein they have to carry out one of the tasks for which they are trained: giving information at a tourist visitor centre. More specifically, this study analyses (i) the strategies wherewith they dispense tourist information, and (ii) how they attend to relational aspects during the encounter or manage rapport with tourists through such strategies and the information dispensed. Thus, this study purports to shed light onto learners' skills prior to instruction in an area which, although usually included in ESP textbooks, seems to have been overlooked by practitioners in interlanguage pragmatics. The preliminary need diagnosis that this paper makes may be the foundation upon which pedagogical intervention may subsequently be designed. Keywords:English for the tourism industry; Service encounters; Visitor centre; Giving information; Rapport management; Pragmatic performanceResumo: Este estudo explora o comportamento dos aprendizes pré-intermediários de inglês para a Indústria do Turismo na fase transacional de um encontro de serviço onde eles precisam realizar uma das tarefas para as quais são treinados: dar informações em um centro de visitantes turísticos. Mais especificamente, este estudo analisa (i) as estratégias com as quais eles dispensam informações turísticas, e (ii) como atendem a aspectos relacionais durante o encontro ou gerenciam relacionamento com os turistas através dessas estratégias e as informações dispensadas. Assim, este estudo pretende lançar luz sobre as habilidades dos alunos antes da instrução em uma área que, embora geralmente incluída nos livros didáticos ESP, parece ter sido negligenciada por praticantes em interlíngua pragmática. A necessidade preliminar de diagnosticar que este trabalho faz pode ser o fundamento sobre o qual a intervenção pedagógica pode ser posteriormente projetada. Palavras-chave:

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Section: Informing Tourists At Visitor Centresmentioning

confidence: 99%

“…in contrast, intentionally or accidentally disregarding or questioning these factors result in rapport-neglect or challenge orientations, which main ruin an encounter and trigger dissatisfaction (SPEnCER-oATEy, 2005, 2009). …”

Section: Relational Issuesmentioning

confidence: 99%

Interlanguage pragmatics in a service encounter: diagnosing how Spanish learners of English for the Tourism Industry inform tourists at a visitor centre

Cruz

López

2017

Let. Hoje (Online)

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“…Theorising in pragmatics has pointed to a number of elements:  Relational management goals: politeness/impoliteness (many authors); identity and selfpresentation (e.g. Ruhi, 2009;); rapport orientation (Spencer-Oatey, 2005, 2000;  The quality or nature of the relationship to be 'managed': distance/closeness and equality/inequality (see Spencer-Oatey, 1996, for a review);  Sensitivity factors: face (Brown and Levinson, 1987 and many others), politeness maxims (Leech 1983), sociality rights and obligations (Spencer-Oatey, 2005, 2000;  Strategies for management, including: directness/indirectness (e.g. Brown and Levinson, 1987;Blum-Kulka, House and Kasper, 1989); 'super-strategies' such as positive/negative politeness strategies (Brown and Levinson, 1987) and involvement/independence strategies (Scollon and Scollon, 1995); content focus and functions, such as social talk, supportive humour, compliments (e.g.…”

Section: Performing Relational Workmentioning

confidence: 99%

Relating at work: Facets, dialectics and face

Spencer‐Oatey

2013

Journal of Pragmatics

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This article examines 'relating at work'. Recent theorising in pragmatics has drawn attention to the importance of analysing relations, and yet the pragmatic study of relations is now intertwined so closely with the concept of face (e.g. Arundale, 2010a;Holmes et al., 2011; Watts 2005, 2008) that it might seem the two are synonymous. In this paper, I review this research from a multidisciplinary perspective, and then report a study on 'relating at work' in which leaders and interns were interviewed about their experiences of starting work in a culturally unfamiliar setting. I focus on one dialectic, connectedness-separateness, and report the challenges they described in 'making contact'. In the discussion section and on the basis of my findings, I argue the following points: (a) relating at work entails a complex web of interrelated facets and 'smooth relations' is just one of employees' relational concerns; (b) Relational Dialectic Theory offers much potential for interpersonal pragmatics; (c) dialectic tensions can occur at the individual as well as the interpersonal/relational levels and an interactional achievement analytic perspective needs to be complemented by an individual perspective; (d) Relational Dialect Theory and Face Theory are complementary to each other and should not be conflated. KeywordsRelations; Relational dialectics; Relating at work; Contact-Separation; Face. Highlights I review key issues and controversies re pragmatic approaches to 'the relational'.  I analyse metapragmatic emotion comments from workplace project partnerships.  I argue that such comments offer useful insights for evaluating conceptual frameworks.  I claim that discourse data alone is insufficient for studying 'the relational'.  I call for more pragmatics research on 'the relational' to seek applied relevance.

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“…Spencer-Oatey (2005), for example, argues that rapport is dependent on the participants" dynamic management of three main factors: interactional wants (both task-related and relational), face sensitivities, and perceived sociality rights and obligations. She maintains that relational conflict is likely to emerge if the various participants" expectations over each of these factors are not handled appropriately, and that a pre-requisite for maintaining positive rapport is thus for each of the participants to be aware of and/or sensitive to the interactional wants, face sensitivities, and perceived sociality rights and obligations that they each hold.…”

Section: Limitations Of Brown Andmentioning

confidence: 99%

6. Multidisciplinary perspectives on intercultural conflict: the ‘Bermuda Triangle’ of conflict, culture and communication

Meurs¹,

Spencer‐Oatey²

2007

Handbook of Intercultural Communication

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(Im)Politeness, Face and Perceptions of Rapport: Unpackaging their Bases and Interrelationships

Cited by 344 publications

References 1 publication

Interlanguage pragmatics in a service encounter: diagnosing how Spanish learners of English for the Tourism Industry inform tourists at a visitor centre

Interlanguage pragmatics in a service encounter: diagnosing how Spanish learners of English for the Tourism Industry inform tourists at a visitor centre

Relating at work: Facets, dialectics and face

6. Multidisciplinary perspectives on intercultural conflict: the ‘Bermuda Triangle’ of conflict, culture and communication

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