Resolução de conflitos em audiências do PROCON: sequências de discordância com correção pelo outro e recursos de agravamento
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Universidade Federal de Goiás
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.
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.