Managing complaints in multilingual care encounters

Troubles-telling and complaints are common in contexts of care for older people and need to be managed by care staff in a respectful manner. This paper examines the handling of an older person’s complaints in multilingual care encounters that involve participants who do not share a common language. The data consist of video-recordings and ethnographic fieldwork in a residential home for older people in Sweden that is characterised by a variety of languages and backgrounds. The findings are based on analyses of multi-party interactions involving an Arabic-speaking resident and caregivers with different levels of knowledge in different languages. We focus on complaint sequences when the resident expresses a negative stance (displeasure, anger, etc.) towards some difficult circumstance. Using the methodology of conversation analysis, we analyse the affect-regulating work through which the caregivers attempt to turn a pressing situation into a moment of cheerfulness and intimacy. The analyses bring to light the multilingual practices that the caregivers draw upon in pursuing this work, such as translating and giving voice to the resident’s complaining.

Interactional management of face-threatening acts in casual ELF conversation: an analysis of third-party complaint sequences

This paper investigates how English as a lingua franca is used to manage adversarial moments in casual conversation among friends, using conversation analysis and politeness theory. It presents a single case analysis of face negotiation devices utilized in two cases of third-party complaint sequences, in which complaints are made about someone else who is not present. The two cases to be analyzed were extracted from recordings of conversation of international students in British universities. The analysis revealed that the interactants utilize verbal and nonverbal devices, which are sometimes linguistically inexplicit but nonverbally resourceful, in a pragmatically sensitive manner in situ, thereby saving mutual face, intensifying the degree of face-threatening, or expressing disaffiliation in a face-saving way.

In the heat of the sequence: Interactional features preceding walkouts from argumentative talk

This article examines complaint sequences that terminate with one party's walking out, unilaterally, on the other. The analysis of three such extended sequences, using the Conversation Analytic approach, reveals interactional parallels among them. The complaints that precede the walkouts are constructed so as to identify deleterious and generic personal deficiencies. As these sequences develop, they come to focus on faults in the current behavior of those involved. In their final stages, the actions of the leavers appear sensitive to the persistence of behavior that has been deemed to be at fault. This combination of features seems connected to both the unilateral departure and the state of indignation that also becomes evidently present. This invites comparison with other forms of antagonistic dispute, such as those that lead to certain instances of murder.