The aim of the paper is to point out similarities and divergencies in Spanish and Italian monolingual comunication carried out during service phone calls. In order to achieve that, we have considered recent studies focusing on both contrastive aspects between the two languages, or on specific features of the two. The contrastive perspective has also been considered in case of studies comparing Spanish and Italian to other languages, such as English. As for methodology, in the present literary review we have taken into account mainly those studies carried out on the observation of Ad-hoc corpora. This perspective implies that the data has already been analysed and our contribution goes into the direction of organizing the results and underlining gaps, in order to suggest would-be investigations. After summing up breefly the general characteristics of service telephone calls, we focused on how the communication starts, first as a general issue, and then pointing out common traits, as well as different ones in the opening sequencies of both languages. The main divergencies and similarities have also been compared to face-to-face interaction in a transactional environment. Finally, we summarised aspects concerning physical organization, turn-taking and closing strategies.
Il contributo mira a descrivere le caratteristiche delle telefonate di servizio nella comunicazione monolingue in spagnolo e in italiano. A tale scopo, si sono presi in esame una serie di studi recenti in una o entrambe le lingue oggetto dello studio, senza tuttavia escludere lavori che, sempre in modo contrastivo, analizzino tratti comuni e divergenti di particolare rilevanza per questo tipo di chiamate anche rispetto ad altre lingue, come ad esempio l’inglese. Dal punto di vista metodologico, lo stato dell’arte è stato redatto a partire da studi prevalentemente incentrati sull’osservazione di corpora creati ad hoc. Tale prospettiva implica che i dati che emergono siano frutto di un’analisi pre-elaborata, pertanto il nostro contributo si limita ad organizzare i tratti individuati e ad indirizzare verso future ricerche che amplino e completi tali riscontri. Si parte da una sintetica individuazione delle caratteristiche generali delle chiamate di servizio, per poi passare alle modalità di apertura delle medesime e, nello specifico, alle caratteristiche comuni e non tra italiano e spagnolo in tale fase, nonché tra la comunicazione faccia a faccia e la comunicazione telefonica. Si vedranno infine aspetti legati alla gestione dell’organizzazione spaziale, alla gestione dei turni e alle chiusure.
Le telefonate di servizio nella comunicazione monolingue: tratti comuni e divergenti tra lo spagnolo e l’italiano
Tonin Raffaella
2017
Abstract
The aim of the paper is to point out similarities and divergencies in Spanish and Italian monolingual comunication carried out during service phone calls. In order to achieve that, we have considered recent studies focusing on both contrastive aspects between the two languages, or on specific features of the two. The contrastive perspective has also been considered in case of studies comparing Spanish and Italian to other languages, such as English. As for methodology, in the present literary review we have taken into account mainly those studies carried out on the observation of Ad-hoc corpora. This perspective implies that the data has already been analysed and our contribution goes into the direction of organizing the results and underlining gaps, in order to suggest would-be investigations. After summing up breefly the general characteristics of service telephone calls, we focused on how the communication starts, first as a general issue, and then pointing out common traits, as well as different ones in the opening sequencies of both languages. The main divergencies and similarities have also been compared to face-to-face interaction in a transactional environment. Finally, we summarised aspects concerning physical organization, turn-taking and closing strategies.I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.
