Heinemann2009a
| Heinemann2009a | |
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| BibType | ARTICLE |
| Key | Heinemann2009a |
| Author(s) | Trine Heinemann |
| Title | Participation and exclusion in third party complaints |
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| Tag(s) | EMCA, Conversation Analysis, Danish, Complaints, Participation framework |
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| Year | 2009 |
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| Journal | Journal of Pragmatics |
| Volume | 21 |
| Number | 12 |
| Pages | 2435-2451 |
| URL | Link |
| DOI | 10.1016/j.pragma.2008.09.044 |
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Abstract
This paper focuses on the relationship between third party complaints (i.e. complaints that target someone other than the recipient) and social exclusion. I demonstrate how participants, by engaging in complaining about someone who is physically present, exclude that person from participating in the interaction and from defending herself against the accusations entailed in the complaint. Focusing on video-recorded data from Danish home help visits, I show how the institutional roles of the participants affect the way in which such complaints develop. When a caregiver initiates a complaint about the care recipient other caregivers immediately affiliate with the complaint. Such complaints are successful because the caregivers agree to treat the target of the complaint, the care recipient, as a non-ratified participant. By contrast, when the care recipient initiates complaints about a caregiver the caregiver's colleague rejects the complaint. Such complaints are unsuccessful because the exclusion of the target of the complaint fails. These results suggest that participation is constituted through and influenced by the social roles we have and the social activities we engage in as members of society.
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