Funções de seqüências de perguntas e respostas iniciadas por mediadores em audiências de conciliação do PROCON

Abstract

This research aims to investigate mediation work at Procon, through the study of four conciliation hearings, focusing atention to the sequences questions – a tool used by the mediators to conduce the plea. To analyse the data, we use ethonomethodological conversation analysis. The nature of this work is qualitative, interpretive. Therefore, it takes an emic point of view, as close as possible to the participants’ perspective. Important sequences of questions to mediation were selected and analysed. The study shows these turn designs: 1) wh- question, 2) resumitive assertion+ tag question, 3) yes/no question, 4) question with double negation 5) assertions + tag question, 6) disjunctive question, 7) open question, 8) evaluation + yes/no question, 9) negative question, and, 10) resumitive yes/no question. This research also considerates the answers turns. The analysis of the data revealed functions of the questions: to solicit information, to show understand, to solicit relates, to seek agreement, to encourage takings of position, and other functions. This work shows evidences how questions influence in the results of conciliation hearings.