Politeness Strategies of Airport Information Staff in Refusing Passengers’ Requests
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Abstract
The main purpose of this study was to investigate the politeness strategies used by information staff at Suvarnabhumi Airport when refusing passengers’ requests in English, as well as examine the seriousness of situations that affected the use of politeness. This study uses a qualitative process to explore quality answers, this study consisted of two phases of collecting data. The first phase was the pilot study, while the second phase was the main study. The responses from the audio-recording, DCT questionnaire, and personal interviews were analyzed within the framework of Brown and Levinson’s politeness strategies. The overall results suggest that airport information staff used nine politeness strategies which are 1.) Offer, promise 2.) Be optimistic 3.) Give reason 4.) Give gifts for hearer 5.) Be conventionally indirect 6.) Questions 7.) Give deference 8.) Apologize 9.) State the FTA as a general rule when
In terms of the relationship between the use of politeness strategies and the level of seriousness situation, the findings showed that the seriousness of situations affected the use of politeness. That is, politeness strategies in very serious and complicated situations were used more than in serious situations in both amount and variety. What this tells us is that refusals in very serious and complicated situations could greatly impact the hearer’s problems. Therefore, the information staff used a variety of politeness strategies to minimize the imposition and face threatening act to attempt to avoid any situations where passengers might feel upset or dissatisfied.
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Apichaya Nakavetin, Master of Arts, English for Professional Development, National Institution Development Administration is currently an English lecturer at Rajamankala University of Technology Tawan-ok Chakrabongse Bhuvanarth Campus.
Chanut Klaysuwan, Master of Arts, English for Professional Development, National Institution Development Administration is currently an English lecturer at Rajamankala University of Technology Tawan-ok Chakrabongse Bhuvanarth Campus.
Dr. Intira Nawasamrit, Master of Education, Educational Linguistics, Srinakharinwirot University and Doctor of Philosophy (Buddhist Studies), Mahachulalongkornrajavidyalaya University is a former Vice Dean for Academic Affairs at Rajamankala University of Technology Tawan-ok Chakrabongse Bhuvanarth Campus.
Siripong Sucantajan, Master of Arts,Teaching English as a Foreign Language, Thammasat University is currently an English lecturer at Rajamankala University of Technology Tawan-ok Chakrabongse Bhuvanarth Campus.
Watcharee Janhom, Master of Arts, Business English for International Communication, Srinakharinwirot University is currently an English lecturer at Rajamankala University of Technology Tawan-ok Chakrabongse Bhuvanarth Campus.