This research on speech acts was carried out at the University of Muenster during a linguistic seminar on cross-cultural communication. As already expressed in the title, this paper deals with complaints and furthermore with complaint strategies. A more detailed description of the circumstances and method of the research will be given further below.
In order to find out about different complaint strategies the context in which complaints are uttered will be closer looked at and also the way in which complaints are expressed. It seems therefore necessary, after an outline of what is going to be discussed in this paper, to provide the reader with a short introduction on complaints. Furthermore, an overview of the research field on complaints will be presented in the introduction. The main part of this paper will include the formulation of two hypothesis which form the basis of this project and therefore will be tested throughout this paper. In a next step, the context of this project will be closer looked at and also the method of collecting the data. Furthermore, the different scenarios of the applied “Discourse Completion Test” (DCT)(Appendix 1 and 2) are going to be presented and commented for a better understanding of this project. By then, the reader will have been provided with all necessary background information on this research project and the actual analysis of the collected data can be advanced. With the three formulated hypothesis in mind, our six scenarios will be examined and evaluated according to several categories, such as the level of directness in the headact, the use of downgraders and the number of supportive moves applied in the complaint strategy. The different numbers will be illustrated by help of several tables and figures in order to point out relations and differences between the chosen categories. After this, the results will be discussed on the basis of the earlier formulated hypothesis which will either be confirmed or falsified. Here, we will also try to compare our results to previous findings. Finally, a conclusion will provide a brief summary of what was found out and possibly provide some aspects for further research. If possible, since the project was carried out in the context of teaching English at school, conclusions for the language classroom will be drawn.
Table of Contents
Introduction (R.R.)
1. Research Questions (R.R.)
2. The study (R.E.)
3. Results
3.1 Explicit vs. implicit complaints (R.E.)
3.2 Supportive Moves (R. R.)
3.3 Use of apologizing expressions as downgraders (R.E.)
Conclusion (R.E.)
Research Objectives & Key Topics
This study aims to investigate cross-cultural and gender-based differences in the realization of speech acts, specifically focusing on complaint strategies employed by English and German native speakers. The central research question examines whether cultural background or gender influences the level of directness, the use of supportive moves, and the application of downgraders when expressing dissatisfaction.
- Analysis of complaint strategies across different cultural backgrounds (English vs. German).
- Examination of gender-based differences in the communication of complaints.
- Classification of complaints into explicit and implicit head acts.
- Evaluation of the usage and function of supportive moves and linguistic downgraders.
Excerpt from the Book
3.2 Supportive Moves (R. R.)
Supportive moves play an important role in complaint strategies because they may either increase or weaken the head act and thus influence the hearer’s reaction very much. Although supportive moves generally aim at saving the hearer’s face, they can also serve several other functions. According to the impact they have on the perceived face-threat of the FTA, we have subdivided supportive moves into the following categories: Solidarity-enhancing, Neutral and Confrontional.(Kraft and Geluykens 2002:237-238) The first group includes those supportive moves that create solidarity with the hearer by showing him/her the speaker’s respect and knowledge of the hearer’s needs and wishes. In other words, solidarity-enhancing moves consist of apologies, signs of agreement and showing understanding.
The second category comprises supportive moves that are more neutral and that keep the speaker’s personal involvement at a minimum. Thus, they for instance, explain possible reasons for uttering the complaint. Furthermore, they may suggest a possible alternative, express requests for consiliation or even point to one’s own wants. Such neutral supportive moves are exemplified by (4) to (6). An explanation is given in (4), (5) expresses basically the speaker’s own wants and (6) is a combination of both and additionally offers a possible alternative.
The third category in which supportive moves may occur is the confrontional one. Here, unlike the face-saving implications of the solidarity-enhancing moves, the supportive moves can actually increase the face threat expressed in the head act. Complaints can be made more confrontional by the use of accusations, warnings and insults as well as by threats to abandon the situation. Clearly shown is an incerase in face threat: while (7) is simply an accusation, (8) can already be seen as a warning and (9) finally includes a threat and an insult.
Summary of Chapters
Introduction (R.R.): Defines the scope of the research on speech acts and complaint strategies within a cross-cultural communication context.
1. Research Questions (R.R.): Establishes the aim of the study and formulates two main hypotheses regarding cultural and gender differences in complaint directness.
2. The study (R.E.): Describes the methodology, specifically the Discourse Completion Test (DCT) applied to scenarios involving varying power relationships.
3. Results: Presents the empirical findings, including quantitative data on the use of explicit vs. implicit complaints, supportive moves, and downgraders.
3.1 Explicit vs. implicit complaints (R.E.): Compares the length and directness of complaints used by English and German native speakers.
3.2 Supportive Moves (R. R.): Categorizes supportive moves into solidarity-enhancing, neutral, and confrontational types and analyzes their frequency.
3.3 Use of apologizing expressions as downgraders (R.E.): Examines the linguistic frequency of "please", "excuse me", and "sorry" as markers of politeness.
Conclusion (R.E.): Summarizes findings, discusses the falsification of initial hypotheses, and suggests improvements for future research.
Keywords
Speech acts, Complaints, Complaint strategies, Cross-cultural communication, Discourse Completion Test, Gender, Politeness, Supportive moves, Downgraders, Head act, Face-threatening acts, Sociolinguistics, Linguistic realization, German native speakers, English native speakers.
Frequently Asked Questions
What is the primary focus of this research?
The research focuses on the linguistic realization of speech acts, specifically how English and German native speakers express complaints in various social situations.
What are the central thematic fields addressed?
The work covers cross-cultural pragmatics, gender-based language differences, and the classification of complaint strategies, including head acts and supportive moves.
What is the core research objective or hypothesis?
The study tests two hypotheses: first, that English speakers are more polite and indirect than German speakers; and second, that men are more direct than women when issuing complaints.
Which scientific method is utilized for data collection?
The researchers used a Discourse Completion Test (DCT) consisting of six scenarios where participants were asked to react to situations that require a complaint.
What does the main body of the paper analyze?
The main body analyzes the collected responses, focusing on the degree of directness, the use of supportive moves, and the implementation of linguistic downgraders like "sorry" or "please".
Which keywords characterize this study?
Key terms include speech acts, complaint strategies, cross-cultural communication, supportive moves, downgraders, and politeness theory.
How do English and German native speakers differ in their use of downgraders?
The results show that English speakers often use "please" to stay polite while strengthening their request, whereas German speakers rely more frequently on "Entschuldigung" to soften their complaints.
Why did the researchers conclude that their initial hypotheses were not supported?
The data revealed that the differences were not as distinct as predicted; for instance, English speakers showed a tendency to be more explicit than Germans, and gender-based differences regarding directness were less significant than expected.
- Quote paper
- Regina Everinghoff (Author), Rebecca Rhode (Author), 2003, Complaining in english and german: a comparison of complaint strategies in context of power and gender, Munich, GRIN Verlag, https://www.grin.com/document/21275
