Rapport management theory and culture

2005 ◽  
Vol 2 (3) ◽  
Author(s):  
Helen Spencer-Oatey
Keyword(s):  
Management Theory ◽  
Rapport Management

scholarly journals Rapport Management toward Expressing Sympathy in Persian

2017 ◽  
Vol 83 (4) ◽  
Author(s):  
Sayyed Amir Sheikhan
Keyword(s):  
Speech Act ◽  
Management Theory ◽  
Rapport Management ◽  
Communicative Role

The present study sets out to examine the realisation of the speech act of expressing sympathy in Persian, which, notwithstanding its significant communicative role, has not received the attention it deserves. More precisely, drawing on data collected through open role-plays and retrospective interviews, and using rapport management theory (Spencer-Oatey 2005), this study is an attempt to scrutinise Persian speakers’ sympathy expressions in a situation exhibit-ing solidarity between the interlocutors. Results show that by employing 12 distinct strategies, Persian speakers respect behavioural expectations through expressing involvement, empathy and respect in the context of sympa-thising. Also, they respect and mostly enhance their own and the interlocutor’s identity and respectability face. In addition, their interactional goals are strongly relational.

scholarly journals Rapport Management in President Buhari and Governor Sanwo-Olu’s Speeches on #EndSARS Protest in Nigeria

2021 ◽  
Vol 3 (4) ◽  
pp. 182-195
Author(s):  
Samuel Alaba Akinwotu
Keyword(s):  
Common Ground ◽  
Management Theory ◽  
Crisis Situation ◽  
Rapport Management ◽  
Essential Tool ◽  
Linguistic Strategies ◽  
Discourse Strategies ◽  
Political Office ◽  
Political Speeches

Speech making in politics is an essential tool used to manage relationships between politicians and the electorate. The success of a speech depends on the content and the discourse and linguistic strategies employed to achieve speakers’ communicative goals. Political speeches have been widely studied, but extant studies have given tangential attention to the management of rapport in speeches of political office holders delivered in crisis situation in Nigeria. Two speeches delivered by President Muhammadu Buhari (PMB) and Governor Babajide Sanwo-Olu (GBS) on the #EndSARS protests in Nigeria, downloaded from www.guardian.ng and www.premiumtimesng.com respectively, were purposively selected and analysed using Rapport Management theory. This is with the view to accounting for the linguistic elements and discourse strategies and their functions in maintaining harmonious relationship in selected texts. Linguistic elements such as the inclusive “we”, the institutional “I”, collective/possessive “us” “our” “your” and descriptive adjectives and strategies such as claiming common ground, expressing solidarity, showing empathy were employed to manage rapport and achieve communicative goals by PMB and GBS. While GBS tactically avoids utterances that are rapport threatening, some utterances of PMB have the tendency to impair rapport. He however mitigates them through hedging, personalisation, institutionalisation and testimonial argument.

scholarly journals A Study of Customer Service Agent’s Pragmatic Identity Construction in Complaint Responses

2021 ◽  
Vol 4 (3) ◽  
pp. p89
Author(s):  
Cheng Huang ◽  
Ping Liu
Keyword(s):  
Identity Construction ◽  
Customer Service ◽  
Care Center ◽  
Management Strategies ◽  
Management Theory ◽  
Rapport Management ◽  
Customer Care ◽  
Complaint Handling ◽  
New Ideas ◽  
Research Questions

Positioned within rapport management theory proposed by Spencer-Oatey, this article investigates the customer service agent’s pragmatic identity construction in complaint response calls. Drawing on data of 42 complaint handling recordings from the customer care center of a Chinese airline company, this study tries to address these three research questions: 1) What types of pragmatic identities do the customer service agents construct in complaint response calls? 2) How are these pragmatic identities constructed through rapport management strategies? 3) What interpersonal functions do these pragmatic identities perform? By adopting a qualitative research method, this study has found that the agents mainly construct three default identities and one deviational identity in complaint response calls by employing nine rapport management strategies from four rapport management domains. These different pragmatic identities mainly perform three kinds of interpersonal functions: support face needs, support sociality rights and obligations, and support interactional goals. The findings further validates the feasibility of rapport management theory in the study of identity construction, and provides new ideas for future study on pragmatic identity construction in institutional communications.

Traveling Through Languages: Reports on Language Experiences in Tourists’ Travel Blogs

Multilingua ◽  
2015 ◽  
Vol 34 (3) ◽  
Author(s):  
Patrick Goethals
Keyword(s):  
Conceptual Framework ◽  
Management Theory ◽  
Rapport Management ◽  
Travel Diaries ◽  
Online Travel ◽  
Insight Into

AbstractThis paper aims to gain insight into (Spanish) tourists’ multilingual experiences by analyzing spontaneously written online travel diaries. Using the conceptual framework of Rapport Management Theory (RMT;

Dying to Watch

2013 ◽  
Vol 25 (2) ◽  
pp. 55-64 ◽  
Author(s):  
Laramie D. Taylor
Keyword(s):  
Terror Management Theory ◽  
Terror Management ◽  
Management Theory ◽  
Media Content ◽  
Sexual Content ◽  
Entertainment Media ◽  
Sexual Values ◽  
Television Shows ◽  
Sexual Cognitions ◽  
Sexual Media

Research has shown that thoughts about death influence sexual cognitions and some media choices. The present study tested the hypothesis that thoughts about death may affect individuals’ tendency to select or avoid entertainment media programming containing sexual material. In two experiments, thoughts about death (mortality salience [MS]) were manipulated before college undergraduates expressed interest in viewing television shows and movies with varying amounts of sexual content. In both studies, MS was associated with greater overall interest in sexual media content. Although terror management theory would indicate that sexual worldview should moderate this effect, this was not observed to be the case. In addition, MS was not found to affect interest in other types of highly engaging media content including violent and dramatic content. Limitations regarding generalizability are discussed. Results suggest that MS increases a preference for sexual media content, and that this occurs for individuals with diverse sexual values systems. This is discussed in terms of implications for terror management theory and cognitive models of media influence.

When Death Is Compelling

2015 ◽  
Vol 46 (6) ◽  
pp. 352-360 ◽  
Author(s):  
Simon Schindler ◽  
Marc-André Reinhard
Keyword(s):  
Terror Management Theory ◽  
Mortality Salience ◽  
Terror Management ◽  
Management Theory ◽  
Control Group ◽  
Norms And Values ◽  
Hypothetical Scenario ◽  
The Face ◽  
Scenario Study ◽  
Norm Of Reciprocity

Abstract. Research on terror management theory has found evidence that people under mortality salience strive to live up to activated social norms and values. Recently, research has shown that mortality salience also increases adherence to the norm of reciprocity. Based on this, in the current paper we investigated the idea that mortality salience influences persuasion strategies that are based on the norm of reciprocity. We therefore assume that mortality salience should enhance compliance for a request when using the door-in-the-face technique – a persuasion strategy grounded in the norm of reciprocity. In a hypothetical scenario (Study 1), and in a field experiment (Study 2), applying the door-in-the-face technique enhanced compliance in the mortality salience condition compared to a control group.

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