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      Interlanguage pragmatics in a service encounter: diagnosing how Spanish learners of English for the Tourism Industry inform tourists at a visitor centre Translated title: A pragmática da interlíngua nos encontros de serviço: diagnosticando como espanhóis estudantes de inglês para a Indústria do Turismo informam os turistas em um centro de visitantes

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          Abstract

          Abstract: This study explores the behaviour of (pre-)intermediate Spanish learners of English for the Tourism Industry at the transactional phase of a service encounter wherein they have to carry out one of the tasks for which they are trained: giving information at a tourist visitor centre. More specifically, this study analyses (i) the strategies wherewith they dispense tourist information, and (ii) how they attend to relational aspects during the encounter or manage rapport with tourists through such strategies and the information dispensed. Thus, this study purports to shed light onto learners’ skills prior to instruction in an area which, although usually included in ESP textbooks, seems to have been overlooked by practitioners in interlanguage pragmatics. The preliminary need diagnosis that this paper makes may be the foundation upon which pedagogical intervention may subsequently be designed.

          Translated abstract

          Resumo: Este estudo explora o comportamento dos aprendizes pré-intermediários de inglês para a Indústria do Turismo na fase transacional de um encontro de serviço onde eles precisam realizar uma das tarefas para as quais são treinados: dar informações em um centro de visitantes turísticos. Mais especificamente, este estudo analisa (i) as estratégias com as quais eles dispensam informações turísticas, e (ii) como atendem a aspectos relacionais durante o encontro ou gerenciam relacionamento com os turistas através dessas estratégias e as informações dispensadas. Assim, este estudo pretende lançar luz sobre as habilidades dos alunos antes da instrução em uma área que, embora geralmente incluída nos livros didáticos ESP, parece ter sido negligenciada por praticantes em interlíngua pragmática. A necessidade preliminar de diagnosticar que este trabalho faz pode ser o fundamento sobre o qual a intervenção pedagógica pode ser posteriormente projetada.

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          Most cited references51

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          (Im)Politeness, Face and Perceptions of Rapport: Unpackaging their Bases and Interrelationships

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            On questions following questions in service encounters

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              Acquisition in Interlanguage Pragmatics

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                Author and article information

                Contributors
                Role: ND
                Role: ND
                Journal
                lh
                Letras de Hoje
                Let. Hoje
                EDIPUCRS (Porto Alegre, RS, Brazil )
                0101-3335
                1984-7726
                September 2017
                : 52
                : 3
                : 310-321
                Affiliations
                [1] Seville Andalucía orgnameUniversidad de Sevilla Spain
                [2] Seville orgnameEuropean University Sports Association Spain
                Article
                S1984-77262017000300310
                10.15448/1984-7726.2017.3.29363
                19bf8791-239c-4673-a65d-30a5d782b658

                This work is licensed under a Creative Commons Attribution 4.0 International License.

                History
                : 11 February 2017
                : 12 March 2017
                Page count
                Figures: 0, Tables: 0, Equations: 0, References: 61, Pages: 12
                Product

                SciELO Brazil


                Inglês para Indústria do Turismo,Pragmatic performance,Rapport management,Giving information,Visitor centre,Service encounters,English for the tourism industry,Desempenho pragmático,Gerenciamento de relacionamento,Informações,Centro de visitantes,Encontros de serviço

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