Magister Commercii - MCom / The term organisational citizenship behaviour (OCB) was first explored by Bateman and Organ (1983) to refer to particular behaviours that may benefit an organisation and gestures that cannot be enforced by means of formal role obligations nor be elicited by contractual guarantee of recompense. Organ (1988) proposes that OCB may have a positive impact on employees and organisational performance. Incumbents who are experiencing satisfaction from performing their jobs are likely to be better ambassadors for the organisation and be committed to their organization (Buitendach, 2005). Silverthorne (2005, p. 171) considers job satisfaction to be important for effective organisations and defines job satisfaction as "... a pleasurable or positive emotional state resulting from the appraisal of one's job". Previous research indicates that individuals are most likely to go beyond their formal job requirements when they are satisfied with their jobs or committed to their organisations, when they are given intrinsically satisfying tasks to complete, and/or when they have supportive or inspirational leaders. Research into Organisational Citizenship behaviour (OCB) has primarily focused on the effects of OCB on individual and organisational performance. Several empirical studies report that OCB produces various tangible benefits for employees, co-workers, supervisors and organisations in a variety of industries (Ackfeldt & Leonard, 2005). It essentially refers to prosocial organisational behaviour that goes beyond what is expected in role descriptions. Bolino, Turnley and Niehoff (2004) claim that three basic assumptions have characterised OCB research. Firstly, they argue that OCB research stemmed from non-self-serving motives such as organisational commitment and job satisfaction. Moreover, they maintain that OCB has led to a more effective functioning of organisations and finally that OCB benefited employees by making organisations more attractive to work in. Murphy, Athansou and King (2002) reported positive relationships between OCB and job satisfaction. Chiu and Chen (2005) investigated the relationship between job characteristics and OCB and recommend that managers enhance employees' intrinsic job satisfaction to promote the display of OCB. Most research studies have investigated OCB as an outcome variable with job satisfaction as one of its antecedents. Although the majority of researchers contend that OCB is an outcome of job satisfaction, some research indicates that the two variables can function as antecedents or consequences or there may well be a reciprocal relationship between the two variables. This study endeavours to elucidate the factors that are postulated to produce job satisfaction and organisational citizenship behaviour, based on a sample of 133 employees in a retail organisation in the Western Cape. The results indicate that there are significant relationships between biographical characteristics and job satisfaction, between the dimensions of OCB and job satisfaction and between the job satisfaction dimensions and OCB. / South Africa

Hemingway's dialogue and the texts of politeness and literature -- Brown and Levinson's politeness strategies -- The face of honesty in "The Doctor and the Doctor's Wife -- The face of bravery in "The Short Happy Life of Francis Macomber" -- The face of love in "Hills Like White Elephants" -- Interpretive implications of politeness theory.

The purpose of this dissertation is to investigate politeness strategies which a Japanese person applied in a series of intercultural communications. These strategies used in several different situations were examined from a cultural/social viewpoint as well as intercultural pragmatics. This research study also focuses on how people from different cultural backgrounds evaluate a Japanese person's behavior. By analyzing the results obtained from the research, this study investigates how a Japanese person commonly conceptualized politeness in a certain situations, and what that person did to demonstrate politeness in an intercultural environment. Role-playing activity, questionnaire, and interview were used as research instruments. In the role-playing activities, two actors (one from Hong Kong, and the other from Japan) acted out scenarios, which included potential face-threatening situations. Three different groups of people across two cultures then evaluated the Japanese actor's behaviors by filling out the questionnaire. Interviews were also conducted with some of the participants from these three groups. The results show that there are significant differences in the evaluation of politeness, not only between two different cultures, but also among people from the same culture. This suggests that some politeness strategies are not necessarily culture specific. Keywords: Politeness; Strategy; Evaluation; Hong Kong; Japan

This chapter investigates ways in which civility and mindful speech within the library workplace can improve the quality of employees’ interactions with each other. While most examinations of communication within libraries focus on the exchange between patrons and providers, this case study focuses on the vehicle of communication among co-workers and examines how civil discourse coupled with mindful speech reinforced by mindful actions can foster an atmosphere of cooperation, leading ultimately to empathy. We highlight common points within national and local civility initiatives which allow institutions to preserve their own unique culture while adhering to accepted benchmarks of civil dialogue. Although we present a mix of suggested strategies for cultivating mindful words and actions, based on empirical research limited to our own institution, we recommend civility and mindful speech leading to mindful action as gateways toward the adaptation of healthy shared values. Emphasizing civility, one of the cornerstones of civilization and peaceful coexistence, has widespread practical and social implications for countering the detrimental effects of poor communication. This effective, affordable, and attainable practice can repair the underdeveloped, fractured, and even dysfunctional relationships which lead to low workplace morale.

Submitted by Jailda Nascimento (jmnascimento@pucsp.br) on 2016-10-26T14:32:52Z No. of bitstreams: 1 Ana Cristina Tarelo da Silva.pdf: 341217 bytes, checksum: d852b3b28d858a6d98a0f8fc1fe14853 (MD5) / Made available in DSpace on 2016-10-26T14:32:53Z (GMT). No. of bitstreams: 1 Ana Cristina Tarelo da Silva.pdf: 341217 bytes, checksum: d852b3b28d858a6d98a0f8fc1fe14853 (MD5) Previous issue date: 2016-09-06 / This work is part of field studies on the analysis of conversation and is he result of research that aimed to reflect on the characteristics of courtly accomplishments in informal conversation and more particularly on the phenomenon called discourtesy feigned (BRIZ, 2014) ( ALBA-JUEZ, 2008), combining the socio-pragmatic analysis to the apparatus of the theory of faces. he research in question had as its object conversations in Facebook social network environment. To perform the analyzes were adopted as theoretical pparatus the concepts relating to Conversation Analysis (Marcuschi, 1999); (Kerbrat-Orecchioni, 2006), the theory Threatering Face Acts-FTAs (Brown & LEVINSON, 2014 [1978]), extended the concepts of the Flattering Face Acts-FFAs (KERBRA-Orecchioni 1986, 2006), together with the in studies on pragmatic and complimentary variation and attenuation approach cultures (BRIZ, 2014, 2013, 2010, 2006) / Este trabalho se insere no campo de estudos relativo à análise da conversação e é resultado da pesquisa que teve como objetivo refletir sobre as características das realizações corteses na conversação informal mediada por computador e, mais particularmente, sobre o fenômeno denominado descortesia fingida (BRIZ, 2014), (ALBA-JUEZ, 2008), conciliando a análise sócio-pragmática aos conceitos apresentados pela teoria das faces. A pesquisa em questão teve como objeto conversas no ambiente da rede social do Facebook. Para realizar as análises foram adotados como aparato teórico os conceitos relativos à Análise da Conversação (MARCUSCHI, 1999); (KERBRAT-ORECCHIONI, 2006), a Teoria dos “Face Threatering Acts-FTAs” ( BROWN; LEVINSON, 2014 [1978]), ampliada pelos conceitos relativos aos “Face Flattering Acts-FFAs” (KERBRA-ORECCHIONI, 1986, 2006), conjuntamente com os estudos sobre variação pragmática e cortesia e atenuação em culturas de aproximação (BRIZ, 2014, 2013, 2010, 2006). Os resultados das análises comprovaram que o fenômeno da descortesia fingida aparece de forma recorrente em conversas no ambiente do Facebook.

Submitted by Filipe dos Santos (fsantos@pucsp.br) on 2016-10-28T08:55:53Z No. of bitstreams: 1 Maria Rodrigues de Oliveira.pdf: 3393972 bytes, checksum: e59dd900b4529eeec5afcdf8606db385 (MD5) / Made available in DSpace on 2016-10-28T08:55:53Z (GMT). No. of bitstreams: 1 Maria Rodrigues de Oliveira.pdf: 3393972 bytes, checksum: e59dd900b4529eeec5afcdf8606db385 (MD5) Previous issue date: 2016-08-23 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / This research is part of the Line of Research ‘Text and discourse in the oral and written modalities’, of the Postgraduate Studies Program in the Portuguese Language of the Pontifícia Universidade Católica de São Paulo, and deals with parliamentary speeches, focusing on their retextualization and on the (dis)courtesy present in these speeches, especially that arising from requests of corrections to be made in another's speech. In parliamentary sessions, it is common for speakers to utter words considered discourteous by their peers, who request the correction of these words in the retextualized text to save their own faces or third-party faces. From the hypotheses that such requests for corrections would in fact aid in the expansion of the threat to the faces in the plenary sessions and that the corrections in the retextualized speeches would not contribute to saving those same faces, in addition to the certainty that some retextualization practices may lead to a distortion of what the speaker has said, this research aims to answer the following questions: a) do requests for corrections in another’s speech in a plenary session contribute to saving threatened faces or cause an exacerbation of the threat?; b) do the corrections made by retextualizers in response to such requests fulfill the task of saving faces in the written text?; c) do the corrections made by retextualizers in order to make speeches meet the standards recommended by the legislative bodies or for personal reasons have an effect on aspects of (dis)courtesy? Based on studies of Discourse Analysis, Text Linguistics, Conversation Analysis and Interactional Sociolinguistics, in addition to procedure manuals of legislative bodies, relevant legislation, this thesis analyzes a corpus made up of four blocks of speeches delivered in the House of Representatives. The results obtained suggest that: a) the requests for corrections of another's speech at plenary sessions do not contribute to saving faces but causes an expansion of the threat; b) corrections made by retextualizers in response to such requests do not fulfill the face saving task but, to the contrary, they aid in arousing an interest in the threats; c) the corrections made by retextualizers to adjust speeches to the standards recommended by legislative bodies or for personal reasons can result both in the insertion of courtesy and of discourtesy in the speeches published in the written form. This research is justified by the need to contribute to an awareness of the relevance of the written record of parliamentary speeches and to the changing of retextualization practices in order to prioritize what is said in the speeches, not what the speaker should or would have said. Therefore, this thesis brings contributions to the task of retextualizing parliamentary speeches and intends to arouse the attention of researchers to this vast field of study that is still little explored / A pesquisa insere-se na Linha de Pesquisa “Texto e discurso nas modalidades oral e escrita”, do Programa de Estudos Pós-Graduados em Língua Portuguesa da Pontifícia Universidade Católica de São Paulo, e trata do discurso parlamentar com foco em sua retextualização e na (des)cortesia corrente nesses discursos, principalmente aquela oriunda de pedidos de correção nos discursos alheios. Nas sessões parlamentares é comum que os oradores pronunciem termos considerados descorteses por seus pares, os quais solicitam a correção desses termos no texto retextualizado com vistas à proteção das próprias faces ou das faces de terceiros. A partir das hipóteses de que tais pedidos de correção colaborariam para a expansão da ameaça às faces no plenário e de que as correções nos discursos retextualizados não contribuiriam para a proteção das mesmas faces, além da certeza de que algumas práticas retextualizadoras podem levar ao falseamento do dito pelo orador, a pesquisa propõe-se a responder às seguintes questões: a) as solicitações de correção no discurso do outro no plenário contribuem para o salvamento das faces ameaçadas ou provocam exacerbação da ameaça?; b) as correções realizadas pelos retextualizadores em atendimento a tais solicitações cumprem o papel de proteção de faces no texto escrito?; c) as correções efetuadas pelos retextualizadores para adequação dos discursos a padrões recomendados pelas casas legislativas ou por motivos pessoais atuam sobre os aspectos da (des)cortesia? Fundamentada em estudos da Análise do Discurso, da Linguística Textual, da Análise da Conversação e da Sociolinguística Interacional, além de manuais de procedimentos de casas legislativas e de legislação pertinente, esta tese analisa um corpus formado por quatro blocos de discursos proferidos na Câmara dos Deputados. Os resultados obtidos indicam: a) as solicitações de correção do discurso do outro no plenário não contribuem para o salvamento de faces e provoca a expansão da ameaça; b) as correções realizadas pelos retextualizadores em atendimento a tais solicitações não cumprem o papel de proteção de faces e, sim, colaboram para despertar o interesse pelas ameaças; c) as correções efetuadas pelos retextualizadores para adequação dos discursos a padrões recomendados pelas casas legislativas ou por motivos pessoais podem atuar tanto para a implantação da cortesia quanto da descortesia nos discursos publicados na forma escrita. A pesquisa justifica-se pela necessidade de se contribuir para a conscientização da importância do registro escrito dos discursos parlamentares e para a mudança das práticas de retextualização no sentido de se privilegiar o que é dito nos discursos e não aquilo que o orador deveria ou desejaria dizer. Ela traz, portanto, contribuições para os trabalhos de retextualização de discursos parlamentares e pretende despertar a atenção de pesquisadores para o estudo de campo tão vasto e ainda pouco explorado

This thesis analyzes David Jones’s In Parenthesis to demonstrate the failed notion of chivalry, courtesy, and knighthood in modernity during and after the war. Jones’s semi-autobiographical prose poem recounting his experiences of WWI was published in 1937, nineteen years after the war ended. Jones applied the concepts of chivalry, courtesy, and knighthood to his experiences during WWI through In Parenthesis. Jones used these concepts, which originated in the classical period and the Middle Ages, to demonstrate how they have changed over time, especially given the events of WWI. The best way for Jones to demonstrate the impact of WWI was to use the medieval ideas of knighthood (which were arguably idealized up until the war) to describe how the modern world could no longer be identified with those ideals.

The study aimed at describing patients’ satisfaction with health care services provided in the city of Johannesburg. The research sample consisted of adult male and female patients who visited region E clinics for health services. Questionnaires were used to collect data and descriptive statistics for data analysis. Findings indicated that patients were generally satisfied with health care services provided. Recommendations included ongoing staff training to improve quality of health care and public information and education campaigns to foster community awareness and understanding of health services, develop a sense of ownership thereof, and encourage positive participation. / Health Studies / M.A. (Health studies)

Le présent mémoire de maîtrise renvoie à une analyse des situations de diffamation commise par l'avocat, dans le cadre d'une instance judiciaire, à l'égard de la partie adverse, de son représentant et du témoin. L'étude s'inscrit dans un double dessein de prévention et de sensibilisation auprès de la communauté juridique. L'interrogation inhérente à l'étude consiste à savoir si l'avocat est considéré à l'instar de tout particulier dans les poursuites pour diffamation civile. Doit-il conséquemment observer strictement ses devoirs de conduite professionnelle afin d'éviter toute situation potentiellement diffamatoire? Tout d'abord, nous cernerons le concept de diffamation civile en droit québécois en regard des sources législatives, des droits de la personnalité ou fondamentaux traités, ainsi que des éléments matériels juridiques constitutifs. À la lueur de cet exposé didactique, nous identifierons les devoirs de conduite professionnelle de l'avocat, dans le cadre d'une instance judiciaire, visant la proscription d'allégations diffamatoires. Il s'agit plus particulièrement des devoirs de modération et de courtoisie de l'avocat à l'égard des tiers. Enfin, nous examinerons la mise en oeuvre de la responsabilité civile de l'avocat en matière de diffamation. Plus spécifiquement, nous analyserons sa faute civile suivant les critères d'appréciation qui renvoient à la pertinence, à la véracité et à la bonne foi. Par ailleurs, nous critiquerons le recours, par la doctrine et la jurisprudence québécoises, à l'immunité relative de l'avocat. Nous référerons à la terminologie inadéquate d'«immunité relative» et à l'importation injustifiée de la common law en droit de la responsabilité civile québécois. / The present Master's Thesis studies the defamatory actions committed by the attorney towards the opposing party, the latter's representative and the witness. The study seeks to find ways of preventing defamation and heightening awareness for attorneys. The following questions will be examined : should an attorney be considered as a common individual in defamation cases? Should he, therefore, strictly follow his professional duties of conduct to prevent potential defamation situations? First, we will analyse the nature of defamation in Quebec civil law by looking at the laws governing it, the fundamental and personality rights attached to it and the juridical elements constituting it. In light of this, we will then identify the attorney's professional conduct duties with respect to his written and oral allegations. More particularly, the need to act with moderation and courtesy towards the third party will be discussed. Finally, the application of the attorney's civil responsibility will be examined, more specifically his civil fault in light of the following criteria: relevance, truthfulness and good faith. Moreover, the concepts related to the attorney's qualified privilege will also be assessed and criticized.

The thesis deals with the etiquette within social media and social network sites as a part of network media. First section focuses on the phenomenon of etiquette in historical context and deals with associated terms such as courtesy and politeness. Second part deals with documents concerning so called netiquette - network etiquette. Finally the third part focuses on the etiquette within social network sites (SNS). The paper analyses three SNS - Facebook, Twitter and LinkedIn and their official rules concerning appropriate user behaviour. Furthermore there are also unofficial rules created by users, enthusiasts, bloggers and journalists defined in the paper. Last part focuses on some phenomena that are significantly related to the topic of social media etiquette. The finding of the thesis shows that there are certain SNS etiquette rules and suggestions that are repetitive. It was also discovered that there is lack of uniform official etiquette rules within the SNS whereas the membership of users plays an important role in shaping those rules, advice and suggestions.