(LUẬN văn THẠC sĩ) POLITENESS MARKERS IN THE TEXTBOOK“HOTEL ENGLISH

MINISTRY OF EDUCATION AND TRAINING QUY NHON UNIVERSITY TA THI NHI HIEP POLITENESS MARKERS IN THE TEXTBOOK “HOTEL ENGLISH” Field: English Language Code: 8220201 Supervisor: Truong Van Dinh, Ph.D download by : skknchat@gmail.com BỘ GIÁO DỤC VÀ ĐÀO TẠO TRƯỜNG ĐẠI HỌC QUY NHƠN TẠ THỊ NHỊ HIỆP NGHIÊN CỨU DẤU HIỆU LỊCH SỰ TRONG GIÁO TRÌNH “HOTEL ENGLISH” Chuyên ngành: Ngôn ngữ Anh Mã số: 8220201 Người hướng dẫn: TS Trương Văn Định download by : skknchat@gmail.com STATEMENT OF AUTHORSHIP Except where reference is made in the text of the research paper, this thesis “The politeness markers in the textbook “Hotel English”” contain no material published elsewhere or extracted in the whole, or in part from paper by which I have qualified for or been award another degree or diploma Moreover, no one’s work has been used without acknowledgement in the paper This paper has not been submitted for the award of any degree or diploma in any other territory institution Binh Dinh, August 2019 Ta Thi Nhi Hiep download by : skknchat@gmail.com ACKNOWLEDGEMENTS I am indebted to many people who have given me great help during the time I managed to complete this study Firstly, I would like to show my deepest gratitude to my supervisor, Dr Truong Van Dinh, who has given me much invaluable advice and encouragement since the very beginning and has been my frequent source on many invaluable insights I am also grateful to him for reading my manuscript and helping me make the necessary changes Secondly, I am also grateful to lecturers who have given the foundation for this thesis and all the staff of the Post-graduate Department at Quy Nhon University for their encouragement, kindness and administrative assistance Last but not least, I am particularly grateful to the members of my family who have helped me overcome a lot of difficulties throughout the course and the study of this thesis download by : skknchat@gmail.com ABSTRACT This study attempts to identify and analyze the structure and function of the politeness markers in the forty-five conversations of the textbook “Hotel English” as well as find out the pattern of politeness structures of this type of textbook by basing on the taxonomy of politeness structures which is proposed by House and Kasper (1981) The study is carried out through the adoption of quantitative, qualitative, analytic, and descriptive approaches The analysis of the data reveals some interesting findings First of all, nine out of eleven politeness structures stated in House and Kasper (1981) taxonomy; namely, politeness markers, play-downs, consultative devices, hedges, understaters, downtoners, committers, hesitators, and agent avoiders were found to be used with varying degrees, but forewarnings and scope-staters were not found in any of the investigated conversations This reveals the inadequate inclusion of politeness markers in the conversations of the intermediate level of the Hotel English textbook Secondly, via the analysis, there were 143 politeness structures found in this textbook and they were utilized by both the server and the guest However, these politeness structures were distributed differently among the nine types of politeness structures and by the interlocutors Particularly, politeness markers, consultative devices and downtoners are the structures accounting for the most common frequency; meanwhile, some structures appeared with the least frequency such as playdowns and hesitators On the basis of the findings, some implications have been put forward It is suggested that the teachers have a duty to help the learners to realize that politeness markers should be considered as the significant factors in hotel English so that the students can know how, when, and why these politeness markers can be appropriately used download by : skknchat@gmail.com TABLE OF CONTENTS STATEMENT OF AUTHORSHIP ACKNOWLEDGEMENTS ABSTRACT LIST OF ABBREVIATIONS LIST OF TABLES LIST OF CHARTS CHAPTER INTRODUCTION 1.1 RATIONALE 1.2 AIMS AND OBJECTIVES 1.2.1 Aims 1.2.2 Objectives 1.3 RESEARCH QUESTIONS 1.4 SCOPE OF THE STUDY 1.5 SIGNIFICANCE OF THE STUDY 1.6 ORGANIZATION OF THE STUDY CHAPTER LITERATURE REVIEW AND THEORETICAL BACKGROUND 2.1 LITERATURE REVIEW 2.2 THEORETICAL BACKGROUND 2.2.1 Overview of the concepts 2.2.2 Politeness theory 12 2.2.3 Politeness markers 18 CHAPTER METHODS AND PROCEDURES 21 3.1 RESEARCH METHccODS 21 3.2 DESCRIPTION OF THE DATA 21 3.3 DATA ANALYSIS 22 download by : skknchat@gmail.com 3.4 RESEARCH PROCEDURES 22 CHAPTER FINDINGS AND DISCUSSION 24 4.1 GENERAL FEATURES OF POLITENESS STRUCTURES IN FORTY-FIVE CONVERSATIONS 24 4.2 POLITENESS MARKERS IN THE INVESTIGATED CONVERSATIONS 28 4.2.1 Politeness Markers 28 4.2.2 Play-downs 31 4.2.3 Consultative devices 34 4.2.5 Understaters 40 4.2.6 Downtoners 43 4.2.8 Hesitators 51 4.2.9 Agent avoiders 54 4.2.10 Forewarnings and Scope-staters 56 4.3 COMPARISONS OF USING POLITENESS STRUCTURES BETWEEN THE SERVER AND THE GUEST 56 CHAPTER 61 CONCLUSIONS AND IMPLICATIONS 61 5.1 CONCLUSIONS 61 5.2 IMPLICATIONS 64 5.3 LIMITATIONS 66 5.4 SUGGESTIONS FOR FURTHER RESEARCH 66 REFERENCES 68 APPENDIX download by : skknchat@gmail.com LIST OF ABBREVIATIONS Face threatening act: FTA Speaker: S Hearer: H Politeness structures: PSs Conversation: C Politeness markers: PM Play-downs: PD Consultative devices: CD Hedges: HED Under-staters: UN Down-toners: DO Committers: CO Forewarnings: FO Hesitators: HES Scope-staters: SS Agent avoiders: AA download by : skknchat@gmail.com LIST OF TABLES Table 2.1: The five general functions of speech acts (Yule 1996: 55) 10 Table 4.1 PSs in forty-five conversations 25 Table 4.2 Frequency of each type of PSs 26 Table 4.3 Frequency of the structure of play-downs 32 Table 4.4 Frequency of the structure of consultative devices 35 Table 4.5 Frequency of the structure of hedges 38 Table 4.6 Frequency of the structure of understaters 41 Table 4.7 Frequency of the structure of downtoners 44 Table 4.8 Frequency of the structure of committers 48 Table 4.9 Frequency of the structure of hesitators 52 Table 4.10 Frequency of PSs used by the server and the guest 57 download by : skknchat@gmail.com LIST OF CHARTS Figure 4.1 PSs in forty-five conversations 27 Figure 4.2 Politeness markers in forty-five conversations 29 Figure 4.3 Play-downs in forty-five conversations 32 Figure 4.4 Consultative devices in forty-five conversations 34 Figure 4.5 Hedges in forty-five conversations 38 Figure 4.6 Understaters in forty-five conversations 40 Figure 4.7 Downtoners in forty-five conversations 43 Figure 4.8 Committers in forty-five conversations 48 Figure 4.9 Hesitators in forty-five conversations 52 Figure 4.10 Agent avoiders in forty-five conversations 54 Figure 4.11 Comparison in politeness markers and agent avoiders 58 Figure 4.12 Comparison in play-downs and hesitators 59 Figure 4.13 Comparison in Consultative devices and Committers 59 download by : skknchat@gmail.com H: If it’s not too much to ask, we’d like you to change your shirt G: What? H: That way, I’ll be able to take this one to the Laundry Department and have it cleaned for you G: I guess I have no choice H: At the same time, your meal will be on the house It’s the least we can G: Alright Maybe you could also get me a shirt from your gift shop I’ll need something to wear H: Certainly, sir C31 Unit 9: RESTAURANT/ BAR SCENE II: WORKING AT THE BAR Mr Diep waits at the bar for a table at the Savory Garden B: Bartender G: Guest H: Host H: How are you this evening, sir? Do you have a reservation with us? G: No Do you have a table for one available? H: Not right now If you’d like to have a seat at the bar while you wait, I’ll let you know when your table is ready G: How long I have to wait? H: There should be a table available in a half an hour, sir G: That would be fine The name is Diep H: Alright, Mr Diep This way, please (Mr Diep sits down at the bar) B: Long day at the office, sir? download by : skknchat@gmail.com G: Yes, I’d like a Scotch on the rocks B: Coming right up G: Do you have popcorn or peanuts – something I could snack on? B: (Handing Mr Diep some peanuts) you can order off the menu as well, sir G: Alright, you have Buffalo wings on the menu? B: Yes, we G: Then I’ll have a basket of six B: Of course (After a few minutes) B: Are you in the mood foe another drink, sir? G: What you have on tap? B: Guinness and Carlsberg G: Then I’ll take a large Carlsberg, please C32 Unit : RESTAURANT/ BAR SCENE III: TAKING A RESTAURANT ORDER Mr Douglas arrives for dinner at his favorite restaurant S: Server G: Guest H: Host H: Your table is ready, Mr Douglas It’s right over there G: Sounds good I’m really hungry H: (Wait for Mr Douglas to sit down) Here’s a menu Your server will be with you momentarily G: Thanks Oh, could you give me two menus? I’m expecting a friend download by : skknchat@gmail.com H: Of course I’ll just put the other one here (The server comes over) S: Are you ready to order, Mr Douglas? G: Well, I guess my friend won’t be joining after all So I’d like the garden salad to start S: What kind of salad dressing would you like? We have Italian or Thousand Island G: Italian And I’m going to go with the sirloin steak for an entrée S: And how would you like your steak cooked? G: Rare S: The steak comes with your choice of a baked potato or mashed potatoes G: I’ll take the mashed potatoes, please S: Certainly Let me repeat your order, Mr Douglas You would like a garden salad with Italian and rare steak with mashed potatoes G: Yeah, that’s right (The server checks up on her guest) S: Is there anything else I can get for you, Mr Douglas? Some dessert, perhaps? G: No thanks- just the check, please C33 Unit 10 : BUSINESS CENTER/ EVENT PLANNING SCENE I: WHEN DOES THE BUSINESS CENTER OPEN? A guest calls a Business Center B: Business Center Attendant G: Guest download by : skknchat@gmail.com G: I’m going to need to use your Business Center What are the hours? B: The Business Center is up on 31st floor, near the entrance to the rooftop garden (A few minutes later, the guest enters) B: Good afternoon, sir May I help you with something? G: Yes, I need to use a computer B: Of course G: Oh, I’d like to send a fax too B: What would you like to first? G: Let me use the computer first I’ll need to type something up, print it out, and then fax it B: Certainly Please follow me I’ll get you set up on a computer G: Thank you Do your computers have spreadsheet and presentation software? B: Yes They have both functions G: Great And you have any laptop to rent out? Mine just crashed B: Yes, we Would you like us to help you get your laptop repaired? G: Could you? That would be great B: Sure I can get someone to take it to a computer shop nearby and have them take a look at it But first, let’s get you a computer to use G: Alright C34 Unit 10: BUSINESS CENTER/ EVENT PLANNING SCENE II: I’D LIKE TO BOOK A CONFERENCE ROOM download by : skknchat@gmail.com The hotel’s event planner arranges a meeting for a client E: Event Planner C: Caller E: Hello Event Planning Department How may I help you? C: Hello I work at BLI International, and we’d like to host a meeting for about 30 people at your hotel E: It would be our honor, sir May I have your name, please? C: Oh, yes It’s Conrad E: Alright, Mr Conrad My name is Edward Is this going to be a one-day meeting or will it include overnight accommodation? C: Actually, it’ll just be one day E: And what day would you like to book? C: April 12th We’d like to go from nine a.m to five p.m., with a catered lunch at noon E: Let me see Yes, April 12th is available I’ll pencil you in, Mr Conrad C: Great! E: Our basic package for a 30-person meeting is NT$ 10,000 And a catered lunch will cost an additional NT$ 10,000 to NT$ 15,000 C: A few extra people might show up at the last minute E: That’s not a problem Our conference room has a capacity of 45 But it’ll affect the fee, Mr Conrad C: Of course Right now, though, I just wanted to check the date with you and make a reservation Can I get back to you tomorrow to discuss the detail? E: Certainly I’ll be in the office until six, Mr Conrad C: Thank you Good bye C35 download by : skknchat@gmail.com Unit 10: BUSINESS CENTER/ EVENT PLANNING SCENE III: OUR SON’S GETTING MARRIED The event planner arranges a wedding banquet E: Event Planner C: Caller E: Event Planning This is Edward speaking C: Hello My son is getting married, and we were thinking about having the banquet at your hotel E: That’s wonderful! Congratulations! C: Oh, thank you E: May I ask your name please? C: Yes, it’s Mary Toons E: Very good, Mrs Toons And what date would you like to host the wedding banquet on? C: October 22nd E: Certainly How many people will be participating in the banquet? C: I think there will be about 200 guests So, I guess we’ll need 20 tables E: We have one room available now, Mrs Toons It fits 15 to 25 tables, so if you’re a little over, it won’t be a problem C: Great! How many different menu options you have? E: Mrs Toons, we have three menus at NT$9,000, NT$12,000 and NT$16,000 per table C: OK, I’ll have to ask my husband One more thing- would you be able to accommodate one or two vegetarian tables? E: Certainly, Mrs Toons Would you like to schedule a time to come in and work out the details? download by : skknchat@gmail.com C: How about Friday afternoon at around two p.m.? E: That would be great We’ll be expecting you this Friday at two, Mrs Toons C: Thank you See you then C36 Unit 11: SMALL TALK SCENE I: CHECKING OUT A NIGHT MARKET After checking in, a guest approaches the concierge C: Concierge G: Guest C: Good afternoon, sir What can I for you? G: I’m flying to Hong Kong tomorrow Before I go, I’d like to check out a local night market Do you have any suggestions? C: Certainly Why not go to the nearby Liuho Night Market? There are hundreds of food stands there G: How long does it take to get there? C: It takes about 20 minutes by taxi G: What local specialties would you suggest I Try? C: You should try the oyster omelet and the aiyu gelatin G: Oyster omelets and aiyu gelatin? What are they? C: Oyster omelets are mainly made from eggs and oysters They’re topped with a sweet and spicy sauce, As for the aiyu gelatin, it’s usually, served with lemon juice and honey G: What else would you recommend? C: If you like noodles, try some duck noodles The duck has a unique flavor when it’s mixed with the noodle soup download by : skknchat@gmail.com G: Thank for the advice It sounds like it’s going to be culinary adventure! C: You’re welcome, sir I hope you have a great time at Liuho Night Market C37 Unit 11: SMALL TALK SCENE II: AT THE LANTERN FESTIVAL A guest wants to know about the Kaohsiung Lantern Festival C: Concierge G: Guest G: I’ve heard the Kaohsiung Lantern Festival is a lot of fun Could you tell me more about it? C: Yes, sir It’s held by the Love River, as you might’ve already heard There will be lots of lanterns on display G: If I decide to go, what else can I expect to see? C: There will be a laser fountain and a water and fire dance show The folk art performances are really good too And don’t forget the fireworks G: Did you go to the festival last year? C: Yes, I did In fact, I take part almost every year And this year, I’m volunteering at the event G: Is that so? C: Yes, I will help people who don’t speak Chinese G: Well, that’s very nice of you Is there anything else I should keep in mind? C: Well, if you go with a group, I’d suggest you bring a cell phone in case you get lost The place is very big G: Thank you for proving me with so much information C: It’s my pleasure Maybe I’ll see you there C38 download by : skknchat@gmail.com Unit 11: SMALL TALK SCENE III: FUN IN KENTING The concierge helps a guest with his travel plans C: Concierge G: Guest C: How are you today, sir? Can I help you with something? G: Well, I’m heading south to Kenting after I check out Do you know what the weather’s usually like there? C: It’s sunny almost all year round The skies are always clear, and it seldom rains G: Great! I’ve heard that Kenting is famous for its beaches, and it’s a heaven for water sports lovers C: It sure is Kenting is also one of the best locations for surfing in Taiwan And if you’re a music person, you’ll want to check out Spring Scream G: Actually, it’s the music festival that interests me most about the place I’ve heard it’s held annually in early April C: Right Both local and overseas rock bands will perform there And tens thousands of music fans will jam the streets of Kenting at that time G: Sounds exciting! By the way, you have any idea how much a ticket for Spring Scream is? C: A five- day pass costs NT$2,000 I could book the ticket for you if you like G: That would be great No wonder my friends all say they’ll come again in the future It sounds awesome I can’t wait! C39 Unit 12: PLAYING THE BILL SCENE I: HOW MUCH IS IT? download by : skknchat@gmail.com A guest walks up to the Front Desk F: Front Desk Clerk G: Guest G: I’d like to check out Could I have the bill, please? F: Yes, sir May I ask your room number? G: It’s Room 832 F: Mr Henley? G: Yes What’s the total? F: It comes to NT$3,580 Mr Henley, here’s an itemized list: your suite, room service, outside calls, and the minibar Please double- check to see if there are any errors G: It looks fine to me F: Very well How would you like to pay, Mr Henley? G: I’m paying in cash Here you are F: Thank you, Mr Henley Out of NT$4,00o (a moment later) Here’s your change, NT$420 G: Thank you C40 Unit 12: PLAYING THE BILL SCENE II: HOW MUCH IS IT? A guest has a problem with his hotel bill F: Front Desk Clerk G: Guest G: I asked earlier for my bill to be prepared How much will it be? F: Yes, Mr Baker It’s NT$2,070 altogether G: NT$2,070? I thought it was NT$1,800 download by : skknchat@gmail.com F: Well, Mr Baker, we added a five- percent room tax and a ten percent service charge G: Oh, I see Could I charge it to my company account? F: Certainly Your secretary gave us the account number when she made the reservation Please sign at the bottom of the page G: (Mr Baker signs the page) Is that it? F: Yes, the invoice will be sent directly to your office it should be there within five working days G: Great F: We hope to see you again soon, Mr Baker Good- bye C41 Unit 12: PLAYING THE BILL SCENE III: THERE SEEMS TO BE A MISTAKE A guest finishes his meal at a hotel restaurant C: Cashier G: Guest G: I’d like to have the check, please C: Yes, sir The total is NT$1,000 even How will you be paying? G: By credit card Do you take MasterCard? C: Of course Are you staying at our hotel? G: Yes, I am Why? C: Guests of our hotel receive a five- percent discount at any restaurant in the hotel G: That’s nice (He hands his credit card to the cashier.) (A moment later) download by : skknchat@gmail.com C: Here’s your credit card receipt, sir Please sign on the dotted line G: (Frowning) There seems to be a mistake C; Excuse me, sir May I see your bill? G: Sure, here you go C: Oops… The discounted amount should be NT$950 instead of NT$980 G: (Looking at the receipt) But I didn’t have salmon And what’s this? Apple juice? I didn’t have apple juice I had iced tea C: I think I might be mixing your bill up with another table’s G: That’s Ok as long as I get the right bill C: I’m so sorry for the confusion, sir Thank you for your patience G: No problem C42 Unit 12: PLAYING THE BILL SCENE IV: EVERYTHING LOOKS OK? Mr Kennedy is about to settle his account F: Front Desk Clerk G: Guest G: Good morning I’m checking out F: Yes, Mr Kennedy May I have your room key back, please? G: Sure Here you go F: May I ask if you used anything from the minibar this morning? G: No, I didn’t F: Alright Here’s your bill Please take a look and let me know if everything’s correct G: Uh… are these fees for outside telephone calls? download by : skknchat@gmail.com F: Yes, there are two international calls, which you made to Tokyo G: OK How about this item? F: It’s what you ordered from Room Service- a set dinner with an additional glass of wine G: Yes And this must be the payment for my laundry It seems a bit high F: You had a suit and two pairs of pants dry-cleaned, right? G: Two pairs? I only sent out one F: OK Just a moment Let me check the record (A moment later) I’m sorry The Laundry Department made a mistake adding up your bill (The front desk clerk takes out a calculator) F: So, the total is now NT$8,650 Is that right? G: Yeah, that’s correct Do you take US dollars? F: Yes (Mr Kennedy hands the front desk clerk some money) Here’s your receipt, Mr Kennedy We hope you enjoyed your stay with us Have a nice trip home C43 Unit 13: EMERGENCIES SCENE I: STAY CALM, PLEASE A guest asks the front desk clerk about earthquakes in Taiwan F: Front Desk Clerk G: Guest G: Excuse me It says here in my guidebook that there are many earthquakes in Hualien Is that true? F: I’m afraid it is G: What should I if one strikes the hotel? download by : skknchat@gmail.com F: Well, most of them are so small that you can’t feel them G: What if it’s a big one? F: In that case, please stay calm It’s important that you don’t panic G: OK, I’ll try to remember that F: You should also take cover somewhere safe, like in a doorway or corner Then stay there until the ground stops shaking G: Is there anything else that I should know? F: Keep clear or windows or tall furniture that may fall over And remember not to use the elevator G: I won’t I guess I’ll just hide under my desk in my room F: Yes, That’s very wise You could get injured by falling trees or building parts if you go outside G: It sounds really scary F: Well, we try as hard as we can to protect the safety of every guest I’m sure you’ll be alright C44 Unit 13: EMERGENCIES SCENE II: MAYBE YOU SHOULD SEE A DOCTOR A guest doesn’t feel well F: Front Desk Clerk G: Guest F: Front Desk May I help you? G: This is Mrs Johnson in Room 705 My son is coming down with a cold Do you have any medicine? F: I’m afraid we can’t dispense medicine, Mrs Johnson It’s against the law G: But my son is really sick It looks like he has the chills download by : skknchat@gmail.com F: We have a doctor on call G: How long will it take for the doctor to arrive at the hotel? F: She can get here within an hour G: Could you phone her? F: Certainly I hope it’s not too serious, Mrs Johnson G: Thanks I guess we’ll just have to wait for the time being F: Don’t worry The doctor will be here shortly C45 Unit 13: EMERGENCIES SCENE III: MAYBE YOU SHOULD SEE A DOCTOR A guest falls off her bike and hurt herself F: Front Desk Clerk G: Guest F: What happened to you, Ms Ritter? G: I fell off the bike and scraped my knee F: (Taking out the first aid kit) We’ll you cleaned up right now G: Ouch! That stings F: I’m just cleaning the wound You don’t want to get infected, you? G: No, I don’t Do you have a bandage in there? F: Yes, there’s one right here Let’s get your knee bandaged up and then you can take a rest G: But I’m not finished with my bike ride F: Are you sure, Ms Ritter? Your knee looks pretty bad G: I think I’ll be OK download by : skknchat@gmail.com ... conducting studies in this domain cannot be denied These inspire me to carry out a study ? ?The politeness markers in the textbook “Hotel English? ??” in order to find out the types of politeness markers. .. achieve the aims of the study, I will fulfill the following objectives: To find out the politeness markers employed in utterances in the intermediate-level textbook “Hotel English? ??; To examine the. .. types of politeness markers are employed in the utterances in the intermediate-level textbook “Hotel English? ??? What are the functions of politeness markers utilized in utterances in the intermediate-level