Rosina Marquez Reiter
- Published in print:
- 2011
- Published Online:
- March 2012
- ISBN:
- 9780748637201
- eISBN:
- 9780748651559
- Item type:
- book
- Publisher:
- Edinburgh University Press
- DOI:
- 10.3366/edinburgh/9780748637201.001.0001
- Subject:
- Linguistics, English Language
This book examines mediated business interaction in Spanish. It focuses on communication between native speakers of Spanish from different Spanish-speaking countries with a view to informing our ...
More
This book examines mediated business interaction in Spanish. It focuses on communication between native speakers of Spanish from different Spanish-speaking countries with a view to informing our understanding of intercultural communication in a contemporary business environment. Using elements of pragmatics with tools from conversation analysis, the book examines the various activities that telephone conversationalists engage in to supply and demand a service over the phone through the mediational means of Spanish by addressing the following questions: Do speakers of Spanish display similar communicative practices as those observed in other languages when requesting and being offered a service over the phone? Do specifically located activities such as the call openings and closings display similar coordination and ritualisation as that observed in other languages? Does the language seen as a cultural tool reflect a different orientation towards such activities? What strategies do telephone agents and (prospective) clients employ to obtain a sale, and either procure the best value for money or obviate it, respectively? And, what role does intercultural communication play in the construction of these practices?Less
This book examines mediated business interaction in Spanish. It focuses on communication between native speakers of Spanish from different Spanish-speaking countries with a view to informing our understanding of intercultural communication in a contemporary business environment. Using elements of pragmatics with tools from conversation analysis, the book examines the various activities that telephone conversationalists engage in to supply and demand a service over the phone through the mediational means of Spanish by addressing the following questions: Do speakers of Spanish display similar communicative practices as those observed in other languages when requesting and being offered a service over the phone? Do specifically located activities such as the call openings and closings display similar coordination and ritualisation as that observed in other languages? Does the language seen as a cultural tool reflect a different orientation towards such activities? What strategies do telephone agents and (prospective) clients employ to obtain a sale, and either procure the best value for money or obviate it, respectively? And, what role does intercultural communication play in the construction of these practices?
Rosina Márquez Reiter
- Published in print:
- 2011
- Published Online:
- March 2012
- ISBN:
- 9780748637201
- eISBN:
- 9780748651559
- Item type:
- chapter
- Publisher:
- Edinburgh University Press
- DOI:
- 10.3366/edinburgh/9780748637201.003.0001
- Subject:
- Linguistics, English Language
This introductory chapter first sets out the purpose of the book, which is to explore the activities that human beings, in their roles of service providers and customers, engage in to supply and ...
More
This introductory chapter first sets out the purpose of the book, which is to explore the activities that human beings, in their roles of service providers and customers, engage in to supply and demand a service over the phone. It looks at the way in which language, understood as a cultural tool, mediates action and how this, in turn, reflects socio-cultural practices. It discusses service encounters over the phone, call centres and intercultural communication, and the ordinary-institutional continuum. The chapter then considers previous research on openings and closings in institutional calls.Less
This introductory chapter first sets out the purpose of the book, which is to explore the activities that human beings, in their roles of service providers and customers, engage in to supply and demand a service over the phone. It looks at the way in which language, understood as a cultural tool, mediates action and how this, in turn, reflects socio-cultural practices. It discusses service encounters over the phone, call centres and intercultural communication, and the ordinary-institutional continuum. The chapter then considers previous research on openings and closings in institutional calls.
