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Managing Complaints in Multilingual Care Encounters

Multilingua, 2017, Vol.36 (3), p.313 [Peer Reviewed Journal]

ISSN: 0167-8507 ;ISSN: 1613-3684 ;EISSN: 1613-3684 ;DOI: 10.1515/multi-2016-0043

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Title:
Managing Complaints in Multilingual Care Encounters
Author: Jansson, Gunilla ; Wadensjö, Cecilia ; Plejert, Charlotta
Subjects: affect-regulating work ; Affective Behavior ; care encounters ; Caregivers ; complaints ; conversation analysis ; Discourse Analysis ; Ethnography ; Foreign Countries ; Intimacy ; multilingual practices ; Multilingualism ; nordiska språk ; Older Adults ; Psychological Patterns ; Residential Care ; Scandinavian Languages ; Second Languages ; Semi Structured Interviews ; Semitic Languages ; Translation ; Video Technology
Is Part Of: Multilingua, 2017, Vol.36 (3), p.313
Description: Troubles-telling and complaints are common in contexts of care for older people and need to be managed by care staff in a respectful manner. This paper examines the handling of an older person's complaints in multilingual care encounters that involve participants who do not share a common language. The data consist of video-recordings and ethnographic fieldwork in a residential home for older people in Sweden that is characterised by a variety of languages and backgrounds. The findings are based on analyses of multi-party interactions involving an Arabic-speaking resident and caregivers with different levels of knowledge in different languages. We focus on complaint sequences when the resident expresses a negative stance (displeasure, anger, etc.) towards some difficult circumstance. Using the methodology of conversation analysis, we analyse the affect-regulating work through which the caregivers attempt to turn a pressing situation into a moment of cheerfulness and intimacy. The analyses bring to light the multilingual practices that the caregivers draw upon in pursuing this work, such as translating and giving voice to the resident's complaining.
Publisher: De Gruyter Mouton
Language: English
Identifier: ISSN: 0167-8507
ISSN: 1613-3684
EISSN: 1613-3684
DOI: 10.1515/multi-2016-0043
Source: SWEPUB Freely available online

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Managing Complaints in Multilingual Care Encounters

ISSN: 0167-8507 ;ISSN: 1613-3684 ;EISSN: 1613-3684 ;DOI: 10.1515/multi-2016-0043

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