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Managing complaints in multilingual care encounters
Stockholm University, Sweden.
Stockholm University, Department Swedish Language and Multilingualism.
Linköping University, Department of Culture and Communication, Language and Culture. Linköping University, Faculty of Arts and Sciences. Stockholm University, Sweden.
2017 (English)In: Multilingua - Journal of Cross-cultural and Interlanguage Communiciation, ISSN 0167-8507, E-ISSN 1613-3684, Vol. 36, no 3, p. 313-345Article in journal (Refereed) Published
Abstract [en]

Troubles-telling and complaints are common in contexts of care for older people and need to be managed by care staff in a respectful manner. This paper examines the handling of an older persons complaints in multilingual care encounters that involve participants who do not share a common language. The data consist of video-recordings and ethnographic fieldwork in a residential home for older people in Sweden that is characterised by a variety of languages and backgrounds. The findings are based on analyses of multi-party interactions involving an Arabic-speaking resident and caregivers with different levels of knowledge in different languages. We focus on complaint sequences when the resident expresses a negative stance (displeasure, anger, etc.) towards some difficult circumstance. Using the methodology of conversation analysis, we analyse the affect-regulating work through which the caregivers attempt to turn a pressing situation into a moment of cheerfulness and intimacy. The analyses bring to light the multilingual practices that the caregivers draw upon in pursuing this work, such as translating and giving voice to the residents complaining.

Place, publisher, year, edition, pages
DE GRUYTER MOUTON , 2017. Vol. 36, no 3, p. 313-345
Keywords [en]
affect-regulating work; care encounters; complaints; conversation analysis; multilingual practices
National Category
General Language Studies and Linguistics
Identifiers
URN: urn:nbn:se:liu:diva-139636DOI: 10.1515/multi-2016-0043ISI: 000405136700004OAI: oai:DiVA.org:liu-139636DiVA, id: diva2:1133709
Note

Funding Agencies|Swedish Research Council [2013-2020]; Swedish Foundation for Humanities and Social Sciences [F15-1325:1]

Available from: 2017-08-16 Created: 2017-08-16 Last updated: 2018-01-13

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Plejert, Charlotta
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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • oxford
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf