Práticas de intervenção de terceiras-partes em audiências de conciliação do PROCON

Abstract

The present study is aimed at describing some of the practices (actions) of intervention of third parties in conciliation hearings at PROCON. As a theoretic and methodological reference, we have followed the orientation of Ethnometodological Conversation Analysis and Interactional Sociolinguistics, beyond the theory of Intervention of Third-Parties and Social Practices. In a first moment, we have elaborated a frame that synthesizes the characteristics of our data bank. By this instrument we selected the practices used by the mediators of PROCON in order to facilitate the communication between the involved parts and to diminish the conflict. By the end of the analysis we concluded that the practices are constructed in three axles: Mediation practices, Conciliation practices and practices oriented to the consumer defense. As Mediation practices we emphasize interactional assessment, request for future action, request for narrative, requirement of proposal; Conciliation practices: interactional assessment, assessment of the illegality of the enterprise, auto starting of proposal, designation of the case to court; as practices oriented to the consumer defense, we have: complaint presentation, request for information and explanation of legal procedure. The study showed the orientation given by thirdparties of PROCON with reference to legal order questions in conciliation hearings.