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This research focuses on verbal politeness and violence through several communication situations in which the speaker opts for a given term of address which can be adequate or inappropriate according to various reasons such as the speaker's will and intention, the understanding, the interpretation of the interlocutor and especially the social requirements. In this work we have highlighted several concepts such as communication, interaction and interculturality by focusing on the term of address, its types, criteria, roles and values and all this through a survey that is presented in three axes, the questionnaire, the sound recordings in addition to the situations that we could not record. From this investigation, we found that the term of address is never neutral, it depends on the context and it does not always reflect the politeness of its user but on the contrary, a simple term of address can very well attack or hurt the interlocutor according to its interpretation hence the notion of "crisis of appellatives" which leads the speaker to resort to a zero appellative to avoid misunderstanding.