Resolução de conflitos em audiências do PROCON: sequências de discordância com correção pelo outro e recursos de agravamento
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Data
2014-09-19
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Universidade Federal de Goiás
Resumo
The mediator should consider the cognitive and emotional aspects of the disputants and, at the
same time, maintain rationality in the conduct of the conflict in order to achieve the proper
interpretation of the situation. The understanding of the conflict and the actions undertaken by
participants can be provided through the description of disagreements within the Conversation
Analysis. The present work analyzes disagreement sequences carried on by the other part, and
objetive to check other resources that enhance the worsening from their occurrences in face to
face interactions, institutional, in PROCON conciliation hearings. It was observed that the
correction by the other with polar terms, overlapping and contiguous clamps and non
afilliative co-construction are means that maximize the worsening provided by the correction
by the other in disagreement sequences. It was observed that the closing worsening
disagreement sequence occurs with the retreat of one of the participants and that this decline
can be signaled by the extent of the turn. It was also observed that at the time of worsening of
disagreements, discursive strategies are directed to the weakening of the other’s arguments
that motivate his retreat. A detailed description of these means provides new categories to
conversational analysis and also assist the mediator to understand the intensification of the
conflict and the actions of the participants in this particular interactional moment.
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RIOS, R. F. Resolução de conflitos em audiências do PROCON: sequências de discordância com correção pelo outro e recursos de agravamento. 2014. 175 f. Tese (Doutorado em Letras e Linguística) - Universidade Federal de Goiás, Goiânia, 2014.