An analysis of (im)politeness strategies in complaint letters

Pao Yue-kong Library Electronic Theses Database

An analysis of (im)politeness strategies in complaint letters

 

Author: Pak, Wai-man Raymond
Title: An analysis of (im)politeness strategies in complaint letters
Degree: M.A.
Year: 2016
Subject: Letter writing -- China -- Hong Kong.
English newspapers -- China -- Hong Kong.
Complaint letters -- China -- Hong Kong.
Hong Kong Polytechnic University -- Dissertations
Department: Dept. of English
Pages: 92 pages
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b2917090
URI: http://theses.lib.polyu.edu.hk/handle/200/8651
Abstract: This research study examines the redressive language use for complaint letters. The research is carried on the complaint letters in Hong Kong English newspaper. The main intention of a complaint letter in a newspaper is to point out the problems of some organization or individual. The act of writing a complaint letter to a newspaper is face-threatening in nature. The use of politeness strategies can soften the face-threatening acts of the complaints. On the other hand, the impoliteness strategies can damage the face of the complainee. The analysis of this research is done in three steps. First, all the complaint letters are studied to find out the politeness and impoliteness strategies using Brown and Levinson's (1987) politeness strategies and Culpeper's (1996 & 2011) framework of impoliteness strategies. Second, each part of the letters is divided into one of three different moves and the politeness and impoliteness strategies in each move are studies carefully. Third, all the complaint letters are divided according to two parameters: size of the complaint and writers' viewpoint. This classification allows us to further analyze the use of strategies in different contexts. It is very important to note that the use of politeness strategies is not the same as the kindness and that impoliteness strategies do not mean to cause offensive. These strategies sometimes required for communicating more effectively in professional writings.

Files in this item

Files Size Format
b29170904.pdf 596.8Kb PDF
Copyright Undertaking
As a bona fide Library user, I declare that:
  1. I will abide by the rules and legal ordinances governing copyright regarding the use of the Database.
  2. I will use the Database for the purpose of my research or private study only and not for circulation or further reproduction or any other purpose.
  3. I agree to indemnify and hold the University harmless from and against any loss, damage, cost, liability or expenses arising from copyright infringement or unauthorized usage.
By downloading any item(s) listed above, you acknowledge that you have read and understood the copyright undertaking as stated above, and agree to be bound by all of its terms.

     

Quick Search

Browse

More Information