A model of trust-repair discourse

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A model of trust-repair discourse. / Fuoli, Matteo; Paradis, Carita.

In: Journal of Pragmatics, Vol. 74, 2014, p. 52-69.

Research output: Contribution to journalArticle

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Fuoli, Matteo ; Paradis, Carita. / A model of trust-repair discourse. In: Journal of Pragmatics. 2014 ; Vol. 74. pp. 52-69.

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TY - JOUR

T1 - A model of trust-repair discourse

AU - Fuoli, Matteo

AU - Paradis, Carita

PY - 2014

Y1 - 2014

N2 - This article proposes a novel theoretical framework for examining trust-repair discourse. The model identifies two fundamental discourse strategies available to the trust-breaker when trust is at stake (i) to engage with and act upon the discourses that represent a potential source of distrust - neutralize the negative, (ii) to communicate a trustworthy discourse identity - emphasize the positive. These strategies are realized in discourse through the use of dialogic engagement and evaluative/affective language, respectively. The ultimate communicative goal of the strategies is that of promoting the addressees' positive (re-)assessment of the speaker's ability, integrity and benevolence. The model is applied to the analysis of the CEO letter published by BP one year after the Deepwater Horizon oil spill. The analysis has the twofold purpose of demonstrating the viability of the model and determining the discourse strategies deployed by the CEO to repair trust in the company after the accident.

AB - This article proposes a novel theoretical framework for examining trust-repair discourse. The model identifies two fundamental discourse strategies available to the trust-breaker when trust is at stake (i) to engage with and act upon the discourses that represent a potential source of distrust - neutralize the negative, (ii) to communicate a trustworthy discourse identity - emphasize the positive. These strategies are realized in discourse through the use of dialogic engagement and evaluative/affective language, respectively. The ultimate communicative goal of the strategies is that of promoting the addressees' positive (re-)assessment of the speaker's ability, integrity and benevolence. The model is applied to the analysis of the CEO letter published by BP one year after the Deepwater Horizon oil spill. The analysis has the twofold purpose of demonstrating the viability of the model and determining the discourse strategies deployed by the CEO to repair trust in the company after the accident.

U2 - 10.1016/j.pragma.2014.09.001

DO - 10.1016/j.pragma.2014.09.001

M3 - Article

VL - 74

SP - 52

EP - 69

JO - Journal of Pragmatics

JF - Journal of Pragmatics

SN - 0378-2166

ER -