A prática discursiva de perguntar em situações de conflito: uma abordagem interacional

Abstract

We investigate, in our work, the main functions that the questions explore in a negotioation/co-construction of complaints, and the actions projected in the subsequent turns, in other words, how the participants interviewed are guided by their initial actions, which are unchained by the questions. This analysis is based on three PROCON reconciliation auditions entitled ― Audiência Rui Pedreiro‖, ―Audiência Banco Sul‖ e ―Audiência Ok Veículos‖. From the initial hypothesis in which the questions produce different tasks along the conciliation auditions, it is believed, therefore, that the questions acquire specific characteristics to respond to differences at a discursive task object of the reconciliation auditions, and also the different communicative aims of the participants. The aim is: (i) to investigate the contribution of questions in the legitimation versus refutation of the complaint that began the conflicts between the parts, and the way that the same principle is reformulated in the process of the speaking activity; (ii) to examine the way that questions are used in the construction and negotiation of guilt/responsability of the parts in litigation; and (iii) to analyze the role of the questions at the end of the auditions, especially, the use of the same principle in the production/formulation agreement among the participants. It was adopted a qualitative and interpretative approach to data generation and analysis .We find as a result of our study three macro functions: (i) questions the legal framework, (ii) questions that seek to check, assign responsibilities and (iii) questions designed to produce agreement. This study aims to contribute to the studies of discursive practices of questioning, adopting an international perspective in Language Studies. Although this is a study of case, based on the analysis of function of the questions we propose typography that, probably, will be able to guide these practices in other contexts of talk in interaction.