8) Afeto, cultura e organizações. Um estudo da expressão da hostilidade numa interação de atendimento

Resumen

Inglês: Starting from Interactional Sociolinguistics paradigm, I intend, in this study, to investigate the manifestation of negative feelings in an assistant–customer interaction, accomplished in the health- insurance section of a great Brazilian public company. According to our data, the interaction ritual order favours the asssistant in the right to the express hostility, whenever he/she feels personally affected; Along side with this it reveals features of a non confrontational culture through strategies that manifest, simultaneously, hostility and friendliness.