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公共服务是21世纪公共行政和政府改革的核心理念,它以合作为基础,强调政府的服务性,是维护社会基本公平的基础,通常发挥社会矛盾的“缓冲器”作用。近年来,政府公共服务窗口在提高服务品质上付出诸多努力,收获了群众的纷纷好评。老百姓能感到自己从被管理到被服务的转变,但是在使用规范语言这点上,尚有很大进步空间。本文以新格莱斯的会话含义理论为主,辅以关联理论与礼貌原则为理论框架,结合话语分析的方法,从语用学的角度对公共服务规范用语进行研究。并以社保服务窗口的实践为出发点,对一些接待服务会话进行了分析,针对语言应用的某些具体问题进行了研究,对窗口言语交际中会话合作原则理论的应用及其意义进行了分析,进一步证明了公共服务中规范语言的必要性和重要性,从而更好地利用语言机制发挥会话含义理论在言语交际中的作用,更好地减少窗口矛盾,提高工作效率。
Public service is the core concept of public administration and government reform in the 21st century. Based on cooperation, public service emphasizes the service of the government, is the basis for maintaining basic social fairness and usually plays the role of “buffer” of social contradictions. In recent years, the government public service window has made a lot of efforts to improve the service quality and has won the praise of the masses. People can feel themselves from being managed to being serviced, but there is still room for improvement in the use of canonical languages. Based on the theory of conversational implicature of New Grice and the theory of relevance and politeness, this dissertation, based on the theory of discourse analysis, studies pragmatic terms of public service from a pragmatic perspective. Based on the practice of social security service window, this paper analyzes some reception service conversations, studies some specific problems of language application, analyzes the application and significance of the theory of conversational cooperation in window verbal communication, This paper proves the necessity and importance of standardizing the language in public service so as to make better use of the language mechanism to play the role of the theory of conversational meaning in verbal communication so as to reduce the window contradiction and improve work efficiency.