南京城市公共服务领域的语言文明考察  

Language(In)civility in Urban Public Service:A Case Study of Nanjing

作　　者：杨荣华[1] 宋楚婷 Yang Ronghua;Song Chuting(Hohai University;Nanjing University)

机构地区：[1]河海大学外国语学院 [2]南京大学外国语学院

出　　处：《中国语言战略》2021年第2期69-79,共11页China Language Strategies

基　　金：中央高校基本科研业务费专项资金项目“言语社区理论视角下中国都市外语服务研究”(2019B21014);国家语委“十三五”2019年重点课题:新时代城市语言文明建设研究(ZDI138—100)阶段性成果。

摘　　要：本研究以南京铁路售票窗口服务为例,基于售票员和购票者的会话,考察南京市公共服务领域的语言文明状况,并从“合体、合形、合境、合态”四个维度探析其中的语用礼貌表征及机制,提出语言不文明治理的可能对策。研究发现,南京城市公共服务领域文明言语行为占70%以上,不文明言语行为近30%;79.11%的文明言语由购票者开启,68.21%的不文明言语由售票员开启;语言文明的语用礼貌表征主要是使用规约化礼貌表达、关注听话人利益兴趣、寻求共识等;不文明表征主要体现在打断、生气、不耐烦、态度冷淡强硬、脏话、不当称呼等。研究提出,现阶段城市语言(不)文明治理需“自上而下”和“自下而上”良性循环,分级分领域进行;需加强多元主体参与的语言文明指导和执法,由社会强制促进个人“强制”;探索由群体影响个人的语言意识提升路径。本研究可为城市文明建设和城市语言治理提供可资参考的依据。This study investigates language use with(in)civility in the railway station ticket service in Nanjing city under the guidance of the Politeness Theory and Rapport Management,explores the pragmatic politeness representation and its mechanism of the(in)civility in“four propers”framework,and proposes possible strategies for language incivility management.The results show that the civilized speech acts in the railway station ticket service account for more than 70%while the uncivilized nearly 30%,among which 7911%of the civilized speech acts are initiated by ticket buyers,and 68.21%of the uncivilized are initiated by ticket sellers.The pragmatic politeness representation of language use with civility mainly includes the use of conventionalized polite expressions,noticing the interests of the hearers,seeking for agreements,etc.;and with incivility mainly include profanity,inappropriate address forms,interruption,getting angry,impatience.This paper points out that current urban language(in)civility management needs a virtuous circle of topdown and bottomup models at different levels and fields,strengthening the multiple subjects involved guidance and enforcement of language use with civility in public service so as to foster individual‘constraint’through social compulsion,and upgrading individual awareness of language use with civility by groups.This study has implications for urban civilization construction and urban language management.

关 键 词：语言文明 语言治理 礼貌理论 人际关系管理模式 公共服务领域 语用礼貌表征 

分 类 号：G63[文化科学—教育学]