La competencia pragma-discursiva en las respuestas por correo electrónico a reclamaciones: una propuesta didáctica para el aula de español de los negocios
DOI:
https://doi.org/10.21283/2376905X.1.12.1.3174Keywords:
LANGUAGE FOR SPECIFIC PURPOSES, SPANISH FOR BUSINESS, ELECTRONIC RESPONSES TO COMPLAINTS, CORPUS ANALYSISAbstract
Despite the rise of new means of communication, in the current B2C (Business to Consumer) context, businesses opt to individually handle complaints via email, thus giving rise to a unique professional communication genre. In this study, we analyze the pragma-discursive characteristics of this genre to facilitate classroom learning of Spanish as a foreign language for professionals. We examine three aspects of a corpus of Peninsular Spanish: the specific discursive structure of these response messages; the defensive, accommodating, or helpful strategies that are used in them; and the linguistic production of the Conversational Human Voice. We present a didactic proposal that approaches these aspects through exercises that increase the critical attitude of learners and their knowledge of the language and culture that it conveys. In this way, they will be prepared to make communication decisions that are adaptable to linguistic and cultural situations and not limited to a mere automatic translation from their first language.
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