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Navigating contextual constraints in discourse: Design explications in institutional talk.

Mlc Marloes Herijgers¹, Hlw Henk Pander Maat¹

¹Utrecht University, The Netherlands.

Discourse Studies

|August 8, 2017

Summary

Dutch banks

Keywords:

Constraint management conversation design constraints discourse discourse analysis discourse design institutional interaction interaction language use and context structure and agency

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Area of Science:

Sociolinguistics and Discourse Analysis
Financial Services Communication
Institutional Interaction

Background:

Institutional discourse operates under numerous constraints, yet its structure is adaptable.
Effective discourse design requires significant skill from institutional agents.
Understanding how these constraints are managed is crucial for service optimization.

Purpose of the Study:

To analyze how Dutch banks' mortgage advisors manage discourse during consultations.
To identify and examine 'discourse design explications' where conflicting constraints are addressed.
To understand how advisors seek customer agreement for proposed service designs.

Main Methods:

Qualitative analysis of consultation discourse.
Focus on identifying instances of 'discourse design explications'.
Examination of conflict resolution strategies and customer engagement techniques.

Main Results:

Advisors actively engage in discourse design to navigate conflicting constraints.
Three forms of design explication were identified.
Advisors solicit customer consent to demonstrate optimized and tailored service designs.

Conclusions:

Institutional agents possess and utilize discourse design skills to manage service constraints.
The process involves negotiation and customer collaboration to ensure optimized service delivery.
This highlights the dynamic and adaptive nature of institutional communication in practice.