Rosina Márquez Reiter

Mediated Business Interactions

Intercultural Communication Between Speakers of Spanish

• Gebundenes Buch

Produktbeschreibung

APPROVED BY AUTHOR 'Mediated Business Interactions is a richly detailed account of institutional transactions between Spanish speakers from varied cultural backgrounds. It offers a unique perspective on the intersection of dialect with culture, and provides sophisticated insight into conversational dynamics as a site for intercultural communication.' Kristine Fitch, Professor of Communication Studies, University of Iowa This is the first monograph to examine 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 is Senior Lecturer at the University Surrey where she teaches interpersonal and intercultural communication. Her current research interests include institutional talk, mediated communication and face management. S

Produktdetails

• Verlag: Edinburgh University Press
• Seitenzahl: 224
• Erscheinungstermin: 7. Juli 2011
• Englisch
• Abmessung: 236mm x 163mm x 20mm
• Gewicht: 476g
• ISBN-13: 9780748637201
• ISBN-10: 0748637206
• Artikelnr.: 33614865

Autorenporträt

Rosina Márquez Reiter is Senior Lecturer and Programme Director, MA in Intercultural Communication with International Business and MA in Communication and International Marketing, University of Surrey.

Inhaltsangabe

Acknowledgements List of Figures Chapter 1 Introduction 1.1 Mediated
business (inter)action 1.2 Service encounters over the phone 1.3 Call
centres and intercultural communication 1.4 On the ordinary-institutional
continuum 1.5 Why openings and closings? 1.6 Previous research on openings
and closings in institutional calls Chapter 2 Methodology 2.1 Background to
the research 2.2 Data and ethics 2.3 Documentary analysis 2.4
Non-participant observation 2.5 Interviews 2.6 Telephone conversations 2.7
Analytic perspective Chapter 3 Openings 3.1 Introduction 3.2 Inbound calls
3.2.1 In-house rules for opening inbound calls 3.2.2 Opening sequences of
inbound calls 3.3 Outbound calls 3.3.1 In-house rules for opening outbound
calls 3.3.2 Opening sequences in outbound calls 3.4 Concluding comments
Chapter 4 The Negotiation of the Business Exchange 4.1 Introduction 4.2 The
middles of inbound calls: fabricated ignorance 4.3 The middles of outbound
calls 4.3.1 In-house rules for placing outbound calls 4.3.2 First attempt
calls: camouflaging 4.4 Follow-up calls: honouring arrangements 4.5 Some
concluding comments Chapter 5 Closings 5.1 Introduction 5.2 In-house rule
for closing calls 5.3 The English archetype closing 5.4 Practices for
closing Spanish service calls 5.4.1 Arrangements 5.4.2 Summarised upshot of
the conversation topic 5.4.3 Prior turn repetition 5.4.4 Reiteration of the
prior material 5.4.5 Reason for the call 5.5 Foreshortened and extended
closings 5.5.1 Foreshortened closings 5.5.2 Extended closings 5.6 Some
concluding comments Chapter 6 Some Final Reflections: Toward an
Understanding of Intercultural Communication in Spanish 6.1 Introduction
6.2 Mediated intercultural communication across Spanishes 6.2.1 On
ambivalent si and unequivocal no 6.2.2 Hiding behind the name of
'Difference' 6.3 Some final reflections Appendices References Index