Metapragmatic expressions as common ground builders in intercultural business communication

Abstract

Positioned within intercultural pragmatics, particularly the common ground (CG) theory of the Socio-cognitive Approach (SCA) proposed and developed by Kecskes (2008, 2013, 2017 and 2019), this chapter examines the role of metapragmatic expressions (MPEs) in building CG in intercultural business communication (IBC). Drawing on data from 42 recordings (about 7.5 hours in total) of English phone interactions between international customers and Chinese agents of a complaint center of one Chinese airline, we analyze and compare MPEs used by the customers and agents. Data analysis reveals that both agents and customers mainly employ three types of MPEs, namely, situation-oriented, information-oriented and relationship- oriented, to co-build CG for shared physical, cognitive and affective spaces. Under the constraints of institutional rules and regulations, speakers’ language proficiency and asymmetrical social-cultural and professional knowledge, the agents employ MPEs to manifest intentions to build CG for shared cognitive and affective spaces; the customers employ MPEs to manifest intentions to build CG for shared physical and affective spaces. Generally, the agents are institutionalized and emotionally detached, whereas the customers are personalized and emotionally involved in CG building. The findings shed light on metapragmatic awareness, intercultural pragmatics and customer service practices in the intercultural business context.