Interagindo e construindo significados em situações de conflito através da prática discursiva de explicações

Abstract

This study has as objective to analyze how the participants of conciliation hearings in the PROCON of Juiz de Fora, Minas Gerais, use accounts as discursive- interactional strategies to display their points of view, to position themselves and to construct meaning. We have focused on two dimensions of the account discursive practices. First, we analyzed the accounts in its interactional dimension, on a linguistics formulation level, highlighting them as a remedial work and as positioning strategies. Secondly, we focused the accounts as discursive practices to construct meaning. The analysis has shown that the complainee used excuses, justifications and refuses to try to reconstitute the event and to present his own point of view concerning what has been said. The complainer also have used the accounts, which took the form of reports of the problematic situation, to present his version about the facts and to redefine the problematic situation. The mediator used the explanatory speech to be the consumer spokesman and to try to produce an agreement between the parts. As they displayed their points of view through accounts, the participants positioned themselves in the speech.