"Much like in everyday life, politeness is key to the smooth running of relationships and interactions. Professional contexts, however, tend to be characterised by a plethora of behaviours that may be specific to that context. They include 'polite' behaviours, 'impolite' behaviours and behaviours that arguably fall somewhere between - or outside - such concepts. The twelve chapters making up this edited collection explore these behaviours in a range of communication contexts representative of business, medical, legal and security settings. Between them, the contributions will help readers to theorize about - and in some cases operationalize (im)politeness and related behaviours for - these real-world settings. The authors take a broad, yet theoretically underpinned, definition of politeness and use it to help explain, analyse and inform professional interactions. They demonstrate the importance of understanding how interactions are negotiated and managed in professional settings. The edited collection has something to offer, therefore, to academics, professionals and practitioners alike"--.

• Politeness in Professional Contexts
• Editorial page
• Title page
• Copyright page
• Table of contents
• Chapter 1. Introduction: Politeness in professional contexts
  • 1. Introduction to Part I: Politeness in medical contexts
  • 2. Introduction to Part II: Politeness in business and organisational contexts (including emails)
  • 3. Introduction to Part III: Politeness in legal and security contexts
  • 4. Notions of politeness, facework and relational work adopted in this edited collection
  • 5. Context, politeness theorizing and professional practice/training
    • 5.1 Context
    • 5.2 Politeness theorizing
    • 5.3 Professional practice/training
  • References
• Part I. Politeness in medical contexts
• Chapter 2. Learning to manage rapport in GP trainee encounters: A discursive politeness approach
  • 1. Introduction
  • 2. Background
    • 2.1 Politeness in healthcare settings
    • 2.2 Power dynamics: Doctor-patient interaction
    • 2.3 Face and rapport management
    • 2.4 Simulated interactions
  • 3. Methodology
  • 4. Data analysis
  • 5. Discussion
  • 6. Conclusion
  • References
• Chapter 3. Team interaction in healthcare settings: Leadership, rapport-building and clinical outcomes in ad hoc medical teams
  • 1. Introduction
  • 2. Background
    • 2.1 Team interaction in healthcare settings
    • 2.2 Training to lead and manage rapport
    • 2.3 Research into politeness phenomena in medical interaction
  • 3. Data and methods
  • 4. Analytical framework
    • 4.1 Delegating tasks
    • 4.2 Active listenership
    • 4.3 Rapport management
  • 5. Analysis
    • 5.1 Delegation of tasks
    • 5.2 Active listenership
  • 6. Conclusions
  • References
• Chapter 4. Take care of yourself: Negotiating moral and professional face in stroke rehabilitation
  • 1. Introduction
  • 2. Face, politeness and morality in health care discourse
  • 3. The institutional ethos of stroke rehabilitation
  • 4. Data context and analytical approach
  • 5. Data analysis
    • 5.1 The doctor and the good patient
    • 5.2 The good patient and the occupational therapist
    • 5.3 The good patient in question
    • 5.4 Doing hope work
    • 5.5 Hope work threatened
  • 6. Conclusion
  • Key to transcription conventions
  • References
• Chapter 5. Politeness and relational work in novel digital contexts of healthcare communication
  • 1. Introduction
  • 2. The Health App
  • 3. Data and method
  • 4. Data analysis
  • 5. Discussion and conclusion
  • References
• Part II. Politeness in business and organisational contexts (including emails)
• Chapter 6. Managing rapport in team conflicts: Dealing with “the elephant in the room”
  • 1. Introduction
  • 2. Conflict in the workplace
  • 3. Conflict and rapport management
  • 4. The case
  • 5. The conflicts
  • 6. “The elephant in the room”: Relational work in a conflict
    • 6.1 Maintaining the conflict as invisible
    • 6.2 Managing rapport and task
    • 6.3 Letting face threats slide
    • 6.4 Rapport enhancing relational work
    • 6.5 “We should have talked”: Conflict as relational work
  • 7. Discussion
  • 8. Conclusion
  • References
• Chapter 7. Intercultural (Im)politeness: Influences on the way professional British Sign Language/English interpreters mediate im/polite language
  • 1. Introduction
  • 2. Background
    • 2.1 Liaison interpreting
    • 2.2 British Sign Language
    • 2.3 (Im)politeness and rapport
    • 2.4 Cross-cultural and intercultural research
    • 2.5 Interpreting (Im)politeness
  • 3. Method
    • 3.1 Participants
    • 3.2 Data generation
    • 3.3 Analysis
  • 4. Results
    • 4.1 The environment
    • 4.2 Consequence
    • 4.3 Sophistication
    • 4.4 Intention
    • 4.5 Self-preservation
    • 4.6 Visibility
    • 4.7 Familiarity
  • 5. Discussion
  • 6. Conclusion
  • References
• Chapter 8. Towards a folk pragmatics of call centre service encounters
  • 1. Introduction: Folk pragmatics and stocks of interactional knowledge (SIKs)
  • 2. Method
  • 3. Call centre folk pragmatic theory
    • 3.1 The three pillars
  • 4. A brief analysis of an interaction
    • 4.1 Let me finish, it’s quite complicated
  • 5. Conclusion
  • References
• Chapter 9. “I always use the word please”: The production and perception of English and Spanish workplace emails
  • 1. Introduction
    • 1.1 Motivation and objectives of study
    • 1.2 Previous findings on English and Spanish directives
  • 2. Methodology
    • 2.1 The email corpus
    • 2.2 The community of practice
    • 2.3 The analysis of directive speech events
    • 2.4 Collection of perception data
  • 3. Results
    • 3.1 Pragmalinguistic dimension
    • 3.2 Cross-cultural dimension
    • 3.3 Sociopragmatic dimension
    • 3.4 Perception dimension
  • 4. Conclusion
  • References
  • Appendix
• Chapter 10. “Music for your breakfast” relational work in a sole trader’s intercultural business emails
  • 1. Introduction
  • 2. Self-disclosure and relational work
  • 3. CMC cues and media sharing
  • 4. Email data
  • 5. Analysis
    • 5.1 Media and cultural sharing
    • 5.2 Reciprocal self-disclosure
    • 5.3 CMC cues
  • 6. Concluding remarks
  • References
• Part III. Politeness in legal and security contexts
• Chapter 11. Judicial questioning: How context shapes facework strategies
  • 1. Introduction
  • 2. Past research on questioning and facework in courtrooms
  • 3. Appellate judge questioning during oral argument
  • 4. Small claims court judge questioning
  • 5. Using “context” in future research on face and politeness
    • 5.1 Politeness/face concepts as sensitizing tools
    • 5.2 How context shapes politeness theorizing
  • References
• Chapter 12. Keeping airports safe: The value of small talk
  • 1. Introduction
  • 2. The (linguistic) characteristics of small talk
  • 3. Engaging with others in airport settings: Some fictional illustrations
  • 4. The different types of “small talk” in airport settings
  • 5. EIA behavioural detection programme
  • 6. Comparing social engineering techniques with alternative covert elicitation techniques based on small talk
  • 7. Small talk as a phatic veil for transactional work: Some closing observations
  • References
• Chapter 13. The value of facework in crisis negotiation: With a focus on barricade situations
  • 1. Introduction
    • 1.1 Towards a linguistic toolkit of influencing strategies
    • 1.2 The dataset
  • 2. Initial contact
  • 3. Acknowledging anxieties, sowing the seeds of an alternative future
  • 4. Belief-worlds, want-worlds and intent-worlds
  • 5. Influencing through (a temporary) connection
  • 6. (Temporarily) seeing experiences in a new kind of way
  • 7. Value of facework and other pragmatic concepts to crisis negotiators: A summary
  • References
• Index