Realizations of Complaints in Computer-mediated Communication: A Cross-cultural Comparison Between Saudi Arabic and British English in WhatsApp

Conference: The European Conference on Language Learning (ECLL2021)
Title: Realizations of Complaints in Computer-mediated Communication: A Cross-cultural Comparison Between Saudi Arabic and British English in WhatsApp
Stream: Culture and Language
Presentation Type: Live-Stream Presentation
Authors:
Ziad Almalki, University of Liverpool, United Kingdom

Abstract:

The present study aimed to investigate the realizations of different complaint strategies in computer-mediated communication by Saudi and British students in university settings. 15 native speakers of Saudi Arabic and 15 of British English were recruited to respond to an online survey (Google Forms) of four imaginary situations. The situations were designed for the participants to be the complainers via WhatsApp, in which their expressions were analysed according to Trosborg’s (1995) categorization of complaint strategies and Politeness theory. Using SPSS (version 26), Mann-Whitney U tests were performed to find significant differences between the groups. As a result, the groups similarly employed ill consequences, indirect accusations, direct accusations, requests for repair, greetings, address terms, downtoners, and commitment upgraders. As for statistical significances, the British used more drawing attention and swear words, while the Saudis preferred modified blames and prayer for hearer. Furthermore, upon examination of the effects of the social variables on the participants, the differences between the two groups were minimal in instant messaging. Modified blames were significantly employed by the Saudis with in-group interlocutors, like close friends and roommates, while the British decided to express the ill consequences of the offense and use direct accusations. As for out-group interlocutors, like classmates, the groups performed similarly, and distributed their choices of strategies over accusations and expressions of disapproval. Overall, the differences between the groups could be explained in the light of the interactional ethos of the two cultures and Politeness theory.



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