Jump to ContentJump to Main Navigation
Show Summary Details
More options …

Journal of Politeness Research

Language, Behaviour, Culture

Ed. by Grainger, Karen

2 Issues per year


IMPACT FACTOR 2016: 0.522
5-year IMPACT FACTOR: 0.824

CiteScore 2016: 1.00

SCImago Journal Rank (SJR) 2016: 0.562
Source Normalized Impact per Paper (SNIP) 2016: 1.229

Online
ISSN
1613-4877
See all formats and pricing
More options …

Politeness strategies in question formulation in a UK telephone advisory service

Brian Brown / Paul Crawford
Published Online: 2009-01-15 | DOI: https://doi.org/10.1515/JPLR.2009.005

Abstract

Politeness is of particular importance in health care contexts, where a number of international agreements and consensus statements formulated by policy makers demand that accord should be maintained, agreement should be solicited, and an attitude of respect be sustained especially when burdensome or intimate matters are being discussed. This paper explores the patterns of politeness in a corpus of material from a UK study of telephone encounters between NHS Direct health advisers and callers presenting with a need for advice over medication. In the opening sequences of interaction the questions that advisers asked the callers often included multiple politeness markers, for example through terms such as “may” and “just”, as in “may I just ask you?”. Politeness markers were often multiply layered, falling into three part structures which occurred when mundane information such as callers' names and telephone numbers were being elicited. Where more intimate matters were at stake, advisers minimized imposition and, arguably, undertook rapport building by means of preambles to the question such that the impending intrusion is accounted for, explained or mitigated. A potentially problematic question could also be followed up by further relational work and humour. There are important implications here for understanding politeness itself, especially where it is displayed by an institutionally more powerful or symbolically credentialed interactant towards one who is less advantaged.

Keywords:: tele-health; call-centres; politeness markers; habitus; relational work

About the article

Published Online: 2009-01-15

Published in Print: 2009-01-01


Citation Information: Journal of Politeness Research. Language, Behaviour, Culture, Volume 5, Issue 1, Pages 73–91, ISSN (Online) 1613-4877, ISSN (Print) 1612-5681, DOI: https://doi.org/10.1515/JPLR.2009.005.

Export Citation

Citing Articles

Here you can find all Crossref-listed publications in which this article is cited. If you would like to receive automatic email messages as soon as this article is cited in other publications, simply activate the “Citation Alert” on the top of this page.

[1]
Siobhan Sharkey, Janet Smithson, Elaine Hewis, Ray Jones, Tobit Emmens, Tamsin Ford, and Christabel Owens
Communication & Medicine, 2013, Volume 9, Number 1
[2]
Paul Crawford and Brian Brown
Mental Health Review Journal, 2009, Volume 14, Number 3, Page 31

Comments (0)

Please log in or register to comment.
Log in