5.1.1 Emotional and Relational Management Strategies
These strategies focus on fostering positive emotions and building trust.Byexpressing empathy,showing appreciation and using collaborative language,anchorscan create a supportive atmosphere.This helps defuse frustration,validate consumerconcerns and reinforce a sense of mutual respect,making consumers feel heard and valued.These Strategies include attitude markers,inclusive language andgratitude expressions.
Chapter Six Conclusion
6.1 Major Findings
Firstly,this study explore the interpersonal metapragmatic strategies employedby anchors when responding to consumer complaints.In the contemporary world ofe-commerce,live streaming has emerged as a potent tool for consumer engagementwhere the dynamic interaction between anchors and their consumers plays a criticalrole in determining the success of a sales pitch or the resolution of consumerconcerns.Live streaming anchors use various interpersonal metapragmatic strategiesto handle interactions particularly when responding to complaints.These strategies,which include vagueness and ambiguity,topic shifting,inclusive language,emphasisand mitigation,engaging questions,acknowledgement and response and attitudemarkers,help in shaping the tone and direction of communication,ensuring that itremains constructive,positive and consumer-oriented.The findings from this studyhighlight the effectiveness of strategies like vagueness and ambiguity for managinguncertainty,topic shifting for maintaining productive conversations and inclusivelanguage for fostering a sense of community.Emphasis and mitigation help inbalancing positivity with sensitivity while engaging questions and attitude markersenhance interaction and emotional connection.
Secondly,in terms of pragmatic motivations,this study finds out three factorsthat influence the selection of interpersonal metapragmatic strategies employed byanchors.Rapport orientations,contextual variables and pragmatic conventions,inwhich rapport enhancement and maintenance,participant relations,content messageand social roles and activity type are essential factors that have an effect on the use ofinterpersonal metapragmatic strategies.Anchors in live streaming often employinterpersonal metadpragmatic strategies that align with rapport enhancement ormaintenance orientations.
reference(omitted)
