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A model of trust-repair discourse

Fuoli, Matteo LU and Paradis, Carita LU (2014) In Journal of Pragmatics 74. p.52-69
Abstract
This article proposes a novel theoretical framework for examining trust-repair discourse. The model identifies two fundamental discourse strategies available to the trust-breaker when trust is at stake (i) to engage with and act upon the discourses that represent a potential source of distrust - neutralize the negative, (ii) to communicate a trustworthy discourse identity - emphasize the positive. These strategies are realized in discourse through the use of dialogic engagement and evaluative/affective language, respectively. The ultimate communicative goal of the strategies is that of promoting the addressees' positive (re-)assessment of the speaker's ability, integrity and benevolence. The model is applied to the analysis of the CEO... (More)
This article proposes a novel theoretical framework for examining trust-repair discourse. The model identifies two fundamental discourse strategies available to the trust-breaker when trust is at stake (i) to engage with and act upon the discourses that represent a potential source of distrust - neutralize the negative, (ii) to communicate a trustworthy discourse identity - emphasize the positive. These strategies are realized in discourse through the use of dialogic engagement and evaluative/affective language, respectively. The ultimate communicative goal of the strategies is that of promoting the addressees' positive (re-)assessment of the speaker's ability, integrity and benevolence. The model is applied to the analysis of the CEO letter published by BP one year after the Deepwater Horizon oil spill. The analysis has the twofold purpose of demonstrating the viability of the model and determining the discourse strategies deployed by the CEO to repair trust in the company after the accident. (Less)
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author
organization
publishing date
type
Contribution to journal
publication status
published
subject
in
Journal of Pragmatics
volume
74
pages
52 - 69
publisher
Elsevier
external identifiers
  • wos:000346213900005
  • scopus:84910648980
ISSN
0378-2166
DOI
10.1016/j.pragma.2014.09.001
language
English
LU publication?
yes
id
83c2894b-d347-48fb-9177-2d06d5ec01a8 (old id 4628739)
date added to LUP
2014-09-10 09:12:21
date last changed
2017-09-03 03:20:06
@article{83c2894b-d347-48fb-9177-2d06d5ec01a8,
  abstract     = {This article proposes a novel theoretical framework for examining trust-repair discourse. The model identifies two fundamental discourse strategies available to the trust-breaker when trust is at stake (i) to engage with and act upon the discourses that represent a potential source of distrust - neutralize the negative, (ii) to communicate a trustworthy discourse identity - emphasize the positive. These strategies are realized in discourse through the use of dialogic engagement and evaluative/affective language, respectively. The ultimate communicative goal of the strategies is that of promoting the addressees' positive (re-)assessment of the speaker's ability, integrity and benevolence. The model is applied to the analysis of the CEO letter published by BP one year after the Deepwater Horizon oil spill. The analysis has the twofold purpose of demonstrating the viability of the model and determining the discourse strategies deployed by the CEO to repair trust in the company after the accident.},
  author       = {Fuoli, Matteo and Paradis, Carita},
  issn         = {0378-2166},
  language     = {eng},
  pages        = {52--69},
  publisher    = {Elsevier},
  series       = {Journal of Pragmatics},
  title        = {A model of trust-repair discourse},
  url          = {http://dx.doi.org/10.1016/j.pragma.2014.09.001},
  volume       = {74},
  year         = {2014},
}