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Master's Dissertation
DOI
10.11606/D.8.2005.tde-01082006-142049
Document
Author
Full name
Renira Appa de Moraes Cirelli
Institute/School/College
Knowledge Area
Date of Defense
Published
São Paulo, 2005
Supervisor
Committee
Silva, Luiz Antonio da (President)
Crescitelli, Mercedes Fatima de Canha
Preti, Dino Fioravante
Title in Portuguese
"Polidez lingüistica nas conversações de telemarketing"
Keywords in Portuguese
conversação telefônica
face
interação
polidez lingüística
telemarketing
Abstract in Portuguese
Este trabalho investiga a polidez lingüística nas negociações de telemarketing. Visa a demonstrar como se dá este funcionamento e pretende contribuir para a melhor compreensão do processo de polidez em ambientes muitas vezes hostis e sempre inesperados, como é o caso do telemarketing ativo. O corpus é composto pela transcrição de ligações telefônicas dos departamentos de telemarketing do BankBoston e SOS Computadores. No discurso informativo e de interesse comercial, característico do telemarketing, a polidez facilita a interação, quanto mais interesse comercial houver no contexto, mais importante se tornará usar de polidez. Já que a unilateralidade da situação não permite a abordagem face a face, a entonação da voz e outros índices serão fundamentais para demonstrar cortesia ou polidez.
Title in English
Linguistic Politeness on Telemarketing Conversation
Keywords in English
face
interaction
linguistic politeness
telemarketing
telephone conversation
Abstract in English
This research aims to investigate linguistic politeness during telemarketing conversations and negotiations. The central concern is to demonstrate how this process works and contributes to a better understanding of linguistic politeness in hostile and unexpected environment - such is the case of active telemarketing approaches. The used corpus is composed by conversations among BankBoston Telemarketing Department and its juridical clients, as well as SOS Computadores and its prospect clients. Politeness helps commercial interaction, especially when the situation doesn’t allow face-to-face interaction. Voice intonation and other language resources will be fundamental to better promote the idea of linguistic politeness during telemarketing conversation.
 
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tese.pdf (642.81 Kbytes)
Publishing Date
2006-08-11
 
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