“LE FALTA LA FLOR ACÁ (.) ASÍ (.) COMO: (.) COMO GASALLA”. LA DESCORTESÍA EN LA ATENCIÓN AL PÚBLICO EN UNA INSTITUCIÓN DEL ÁMBITO EDUCATIVO EN BAHÍA BLANCA
Gisele Julián
Resumen
A lo largo de este trabajo proponemos el análisis de los elementos codificadores de descortesía en la interacción entre empleados y usuarios en puestos de atención al público en Bahía Blanca, ciudad argentina perteneciente a la región lingüística del español bonaerense. A tal fin, seleccionamos dos casos que tienen lugar en una institución del ámbito educativo bahiense, registrados mediante la técnica de participante observador (Labov, 1970) y observador no participante (Moreno Fernández, 1990). La investigación se enmarca en un enfoque de Sociolingüística interaccional (Gumperz, 1982; Tannen, 1985 y 1996), con aportaciones de Etnografía de la comunicación (Gumperz y Hymes, 1972), Microsociología de Goffman (1967) y Análisis del discurso (Drew y Sorjonen, 2000). Para el estudio de los fenómenos de cortesía seguimos la Pragmática sociocultural (Bravo, 1999; Placencia, 2001 y 2004; Bravo y Briz, 2004; Kaul, 2008a y 2010). A partir del análisis de los casos seleccionados, proponemos una comparación con las manifestaciones de descortesía propias del personaje de la empleada pública del sketch del actor cómico argentino Antonio Gasalla, evocado explícitamente por un usuario durante una de las interacciones.
ABSTRACT
Throughout this paper we propose an analysis of the coding elements of impoliteness in the interaction between employees and users in customer service encounters in Bahía Blanca, Argentine city that belongs to the Spanish language area of Buenos Aires. To this end, we selected two cases occurring in an educational institution, registrated by the technique of participant observer (Labov, 1970) and non-participant observer (Moreno Fernández, 1990). The research is part of an approach of interactional sociolinguistics (Gumperz, 1982; Tannen, 1985 and 1996), with contributions from ethnography of communication (Gumperz and Hymes, 1972), Goffman’s microsociology (1967) and discourse analysis (Drew and Sorjonen, 2000). For the study of the phenomena of politeness we adscribe to sociocultural pragmatics (Bravo, 1999; Placencia, 2001 and 2004; Bravo and Briz, 2004; Kaul, 2008a and 2010). From the analysis of the selected cases, we propose a comparison with the manifestations of impoliteness showing the character of the public employee from the sketch of the Argentine comedian Antonio Gasalla, evoked explicitly by a user during an interaction.
ABSTRACT
Throughout this paper we propose an analysis of the coding elements of impoliteness in the interaction between employees and users in customer service encounters in Bahía Blanca, Argentine city that belongs to the Spanish language area of Buenos Aires. To this end, we selected two cases occurring in an educational institution, registrated by the technique of participant observer (Labov, 1970) and non-participant observer (Moreno Fernández, 1990). The research is part of an approach of interactional sociolinguistics (Gumperz, 1982; Tannen, 1985 and 1996), with contributions from ethnography of communication (Gumperz and Hymes, 1972), Goffman’s microsociology (1967) and discourse analysis (Drew and Sorjonen, 2000). For the study of the phenomena of politeness we adscribe to sociocultural pragmatics (Bravo, 1999; Placencia, 2001 and 2004; Bravo and Briz, 2004; Kaul, 2008a and 2010). From the analysis of the selected cases, we propose a comparison with the manifestations of impoliteness showing the character of the public employee from the sketch of the Argentine comedian Antonio Gasalla, evoked explicitly by a user during an interaction.
Cortesía; Descortesía; Interacción institucional; puestos de atención al público; español bonaerense. Politeness; Impoliteness; Institutional interaction; service encounters; Buenos Aires Spanish.
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