This study examines how people compensate for their inability to accommodate the needs of others in service encounters. Being unable to meet others' needs violates the positive face of one of the participants in a discourse. Many previous studies on speech acts demonstrate how people control their utterances to avoid causing a face-threatening act. However, the language behavior that follows a face-threatening act has not yet received much focus. This paper looks at two different kinds of data in Japan and the United State (hereafter "U.S.") using two different approaches: observation and role-play. In the first, the observational phase, the author acted as a customer in several convenience stores in Japan and asked for an item that they did not carry. In the U.S., a native English speaker interacted with the salesclerk as the customer. (No recording device was used in either situation.) All exchanges were immediately recorded by hand and later coded by semantic formulas. In the second, the role-play phase, native speakers were asked to role-play a parallel situation in which they acted as a salesclerk and had to react to not being able to satisfy customers' requests. The results demonstrate that Japanese sales clerks compensate in the face of their inability to meet another's need (they avoid a direct face-threatening act) whereas most U.S. sales clerks do not attempt to compensate for their inability. These behaviors correlate with social expectations of the participants within both respective service encounters. Moreover, the results also suggest a re-thinking of speech acts and emphasize the importance of natural data.

Traditional healers are one among professionals that are viewed as the most significant people in African Society. They are accorded the highest esteem because of the role they play in saving people’s lives and promoting cultural aspects such as ukuhlonipha amasiko in isiZulu. It should be remembered that this word ukuhlonipha which means to respect, is used across cultures to maintain peace within family and society. It all depends on which culture promotes it more than others. It is sociolinguistic truism that ukuhlonipha is essentially linked to the ubuntu philosophy of African people. However, traditional healers more than other people follow ukuhlonipha culture in numerous ways, especially when they meet, being consulted and during traditional ceremonies. They serve and promote what in IsiZulu is known as ukuhlonipha, which to the uninitiated and sometimes even to the scholars of this philosophy is a mystery. It is for this reason and others that people view them as the soul of society. This study looks at relevant sociolinguistic theories especially the politeness theory to analyze most of the hlonipha features shown by traditional healers, apprentice and people during consultation. / African Languages / M.A. (African Languages)

Traditional healers are one among professionals that are viewed as the most significant people in African Society. They are accorded the highest esteem because of the role they play in saving people’s lives and promoting cultural aspects such as ukuhlonipha amasiko in isiZulu. It should be remembered that this word ukuhlonipha which means to respect, is used across cultures to maintain peace within family and society. It all depends on which culture promotes it more than others. It is sociolinguistic truism that ukuhlonipha is essentially linked to the ubuntu philosophy of African people. However, traditional healers more than other people follow ukuhlonipha culture in numerous ways, especially when they meet, being consulted and during traditional ceremonies. They serve and promote what in IsiZulu is known as ukuhlonipha, which to the uninitiated and sometimes even to the scholars of this philosophy is a mystery. It is for this reason and others that people view them as the soul of society. This study looks at relevant sociolinguistic theories especially the politeness theory to analyze most of the hlonipha features shown by traditional healers, apprentice and people during consultation. / African Languages / M.A. (African Languages)

This study aims to explore politeness shown by lecturers during tuition and student support conversations with the objective of promoting polite interactions between IsiZulu mother tongue and non-mother tongue speakers in higher education in South Africa. In particular, the study investigates the way in which politeness in email communication influences learning outcomes within an ODL environment, using quantitative and qualitative research methodologies, a questionnaire as well as interviews to collect data from a cross-section of students from an Open Distance Learning (ODL) institution. All the results drawn from the data sources, namely the questionnaires and interviews, were enumerated according to the data collection tools used. Version 12 of SPSS and Nvivo were used to analyse the quantitative data. The analysis is also based on the politeness strategies of Brown and Levinson (1978) as well as a conceptual framework that links all the variables. Based on the results, the research hypotheses are accepted, thus indicating that politeness in email communication influences learning outcomes within an ODL environment. In particular, the results show that, overall, lecturers who employ politeness contribute positively to student compliance. Accordingly, the study recommends that ODL should recognise both the role of language in communication as well as the power and influence of politeness in communication. / African Languages / D. Litt. et Phil.