Publication: Identidad institucional: el/los estilo/s comunicativo/s en puestos de atención al público en instituciones de carácter económico
Authors
Julián, Gisele
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Publisher
Murcia: Universidad de Murcia, Editum
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DOI
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info:eu-repo/semantics/article
Description
Abstract
A lo largo de este trabajo proponemos examinar el modo en que se manifiestan las
identidades socio
-
discursivas de los emple
ados que atienden en puestos de atención
al público en instituciones de carácter económico en una ciudad argentina que
pertenece a la región lingüística del español bonaerense. Se analiza la orientación de
los empleados hacia sus identidades institucionale
s a través de su discurso (Drew y
Sorjonen, 2000), atendiendo al/los estilo/s comunicativo/s que caracteriza/n sus
producciones discursivas. Resultan operativos los conceptos de
estilo de
despersonalización
y
estilo de personalización
del discurso (Prego V
ázquez, 2007a).
Analizamos recursos prosódicos, gramaticales, léxico
-
semánticos, pragmáticos,
cinésicos y proxémicos utilizados por los interlocutores en la construcción de sus
identidades socio
-
discursivas. La investigación se enmarca en un enfoque de
Soc
iolingüística interaccional, con aportaciones de Etnografía de la comunicación,
Microsociología de Goffman (1967) y Análisis del discurso, en especial en su vertiente
del análisis del discurso institucional (Drew y Sorjonen, 2000).
Para la conformación
del
corpus empleamos la técnica de participante observador (Labov, 1970) y
observador no participante (Moreno Fernández, 1990)
2 Thr oughout this paper we propose to examine the manifestation of socio - discursive identities of employees who work in customer service encounters in economic institutions in an argentine city that belongs to the linguistic area of Buenos Aires Spanish. We ana lyze the employees ́ orientation toward their institutional identities through their speech (Drew and Sorjonen, 2000), considering the communicative style(s) characterizing their discursive productions. Concepts like depersonalization style and personalizat ion style of discourse are operative (Prego Vázquez, 2007a). We analyze prosodic, grammatical, lexical - semantic, pragmatic, kinetic and proxemic resources used by the speakers in the construction of their socio - discursive identities. The research is part o f an approach to interactional sociolinguistics, with contributions from ethnography of communication, Goffman’s microsociology (1967) and discourse analysis, especially institutional discourse analysis (Drew and Sorjonen, 2000). To form the corpus we use the technique of participant observer (Labov, 1970) and non - participant observer (Moreno Fernández, 1990).
2 Thr oughout this paper we propose to examine the manifestation of socio - discursive identities of employees who work in customer service encounters in economic institutions in an argentine city that belongs to the linguistic area of Buenos Aires Spanish. We ana lyze the employees ́ orientation toward their institutional identities through their speech (Drew and Sorjonen, 2000), considering the communicative style(s) characterizing their discursive productions. Concepts like depersonalization style and personalizat ion style of discourse are operative (Prego Vázquez, 2007a). We analyze prosodic, grammatical, lexical - semantic, pragmatic, kinetic and proxemic resources used by the speakers in the construction of their socio - discursive identities. The research is part o f an approach to interactional sociolinguistics, with contributions from ethnography of communication, Goffman’s microsociology (1967) and discourse analysis, especially institutional discourse analysis (Drew and Sorjonen, 2000). To form the corpus we use the technique of participant observer (Labov, 1970) and non - participant observer (Moreno Fernández, 1990).
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