WK13: Talking to Customers

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WK13: Talking to Customers

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Linguistic Competence

Sociolinguistic competence

Strategic competence

Technological competence

Positive Face

Negative Face

Face Threatening Acts

Pos face: Strategies

Neg Face: Strategies

Politeness Strategies: Bald on record

Politeness Strategies: Off- record

Politeness Strategies: Avoidance

Apologies

Apology Strategies

Customer complaint

Reasons for complaint

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Inherently involve loss of face. Speaker admits that they broke social norm and they can at least partially be held responsible

any action that impinges in some degree upon a persons face ie. criticism, requests

Expression of dissatisfaction with product or service

being aware of the functions, constraints and afforandances of communication technologies ie. quoting, hyperlinks

knowledge of words and grammatical rules used to make up coherent sentences

refers to our need to be liked in a social interaction. To maintain it, individuals avoid confrontation and mitigate requests etc

Instead of directly addressing FTA, speaker uses hints or indirect suggestions. Avoids responsibility for performing FTA

Maintenance of the freedom to act and avoid being imposed on. Commands and requests are face threatening acts

Reactions of a broken promise, feelings of injustice, product/service does not match expectation

Complete avoidance of acts that would create face threats

commit act without any redressive action- umitigated imperatives

Giving freedom of action: questions or hedges, indirectness instead of direct orders + Minimising imposition: mitigation ie. 'only', treating hearer as superior. Dissassociate speaker or hear from act: apologise, impersonal address (avoid you) and state FTA is beyhond control of speaker

claiming common ground: greeting, thanking, use of name + focusing on cooperation: assuming what hearer needs, offers or promises, claiming or seeking agreement

our ability to judge what is appropriate given the context

Accepting responsbility, explaining account, offering repair, promise of forbearance

our ability to utilise verbal and non verbal communication strategies to compensate for breakdowns in communication