POLITENESS STRATEGIES EMPLOYED BY AGENT EMOK BANK

A Descriptive Study of Politeness Stratefies Employed by Emok Bank

Abstract

The aims of this study were to describe the types of politeness strategies employed by agent emok bank and to discuss the most frequent politeness strategies employed by agent emok bank. This research used qualitative descriptive method to analyze the data. To collect the data, this research used observation techniques. The observation was used to record the audio of oral communication of agent emok bank. The audio-record of oral communication are transcribed and classified into four strategies based on theory from Brown & Levinson (1987). The result showed the strategies that used by agent emok bank there are four strategies in those utterances in oral communication of agent emok bank, they are bald on record, positive politeness, negative politeness and off record. The most frequent strategy used by agent emok bank is positive politeness that occupied 64% or 49 of 76 utterances, while bald on record 22% or 17 utterances, then the less strategies that used are negative politeness and off record that each occupied 5 of 76 utterances or 7%. It can be concluded that the agent emok bank used four politeness strategies and the most frequent strategy used by agent emok bank is positive politeness rather than other strategies because the agent needs to keep the customers positive face.