中国售楼人员的话语结构分析及礼貌原则的实现

论文摘要

口语话语分析是当今语言学研究的热点之一。本文是选取售楼员的话语作为研究对象,通过对真实状态下收集的语料进行分析,揭示售楼话语结构及语言特征。根据论文的研究问题,主要采用了定性分析方法,并辅以定量分析。本文对售楼话语做了两方面的分析:一.借鉴Tsui修正后的三话步结构来描述售楼员的局部话语结构,发现典型的售楼话语中以三话步结构(诱发话步,应答话步和后续话步)居多,同时也存在少量的四话步结构和挑战话步。二.运用以对方为中心的礼貌模型来分析售楼员的礼貌行为。这个礼貌模型由两层组成,第一层是指导原则,尊敬原则和亲近原则;第二层是执行原则,即满足原则。根据不同的指导原则,执行原则也有不同的具体表现。通过研究语料发现了礼貌是如何被实现的,并且得出男女售楼员在不同阶段选择礼貌指导原则上的一些差异。男售楼员在售楼过程中倾向以尊敬原则为主,而女售楼员在前几个阶段采用尊敬原则,后面阶段则倾向于采用亲近原则。这主要是男女售楼员注重的是满足顾客的不同心理需求所致。此外,售楼员与顾客在话轮转换上呈现出动态变化的特点,这主要是在售楼的不同阶段,双方的信息量,地位,角色以及目的发生变化而导致的。售楼话语是商业语言领域中极少被真正研究过的话语,可它在研究上的重要性却是不容低估和忽视的。本文所做的分析研究只是售楼话语中的极小的一个部分,并且由于语料有限,本文所得结论不能适用于所有的售楼话语,所以有许多内容仍值得未来的研究探讨。

论文目录

• ACKOWLEDGEMENT
• ABSTRACT
• 摘要
• CONTENTS
• LIST OF FIGURES & TABLES
• CHAPTER ONE Introduction
• 1.1 Rationale of the Study
• 1.2 Aims of the Study
• 1.3 Research Questions
• 1.4 Research Methodology and Data Collection
• 1.5 Organization
• CHAPTER TWO Literature Review
• 2.1 Overview of Discourse Analysis
• 2.1.1 Definition of Discourse Analysis
• 2.1.2 Historical Development of Discourse Analysis
• 2.1.3 Approaches to Discourse Analysis
• 2.2 Overview of "Politeness" Theories
• 2.2.1 Definition of "Politeness"
• 2.2.2 Major Influential Theories Abroad
• 2.2.3 "Politeness" at Home
• 2.3 Related Linguistic Studies on Sales Promotion Discourse
• 2.3.1 Studies Abroad
• 2.3.2 Studies at Home
• 2.3.3 Limitations of Previous Studies
• CHAPTER THREE Theoretical Framework
• 3.1 Tsui's Revised Model of Sinclair and Coulthard's Class Conversation
• 3.1.1 Three-part Exchange and Move Structure
• 3.1.2 Taxonomy of Discourse Acts
• 3.1.3 Summary
• 3.2 "The Other-centered" Politeness Model
• 3.2.1 Reasons to be "the Other-centered"
• 3.2.2 Two-layered Principle
• CHAPTER FOUR Structural Analysis of Real-estate Salesperson's Discourse
• 4.1 Overview
• 4.2 Sequential Analysis of Discourse
• 4.2.1 Initiating Moves
• 4.2.2 Responding Moves
• 4.2.3 Follow-up Moves
• 4.2.4 Challenging Moves
• 4.3 Dynamic Turn-taking in Conversations between the Real-estate Salesperson and the Customer
• CHAPTER FIVE Realization of Politeness in Real-estate Salesperson' s Discourse
• 5.1 Overview
• 5.2 Politeness in Different Stages
• 5.2.1 The Stage of Greeting
• 5.2.2 The Stage of Enquiring about the Customer's Needs
• 5.2.3 The Stage of Getting to Know the Customer
• 5.2.4 The Stage of Introducing Modelunit （Dealing with Dissatisfaction）
• 5.2.5 The Stage of Final Negotiation
• 5.3 Dynamic Preference for Selecting Different Guiding Politeness Principles
• CHAPTER SIX Conclusion
• 6.1 Major Findings
• 6.2 Implications
• 6.3 Limitations and Suggestions for Future Research
• REFERENCES