Conversation
Analysis
Ashar
Waskito A320090191
Noka
Leoni A320090219
A.
Context :
This
conversation is between Noka (customer) and Ashar (employee). They
are talking about ordering pizza by phone.
B.
Conversation :
- Customer: YES, I want to order pizza.
- Employee: okay, Can I have your name and address please?
- Customer: My // name is...
- Customer: okay.
- Customer: No problem, My name is noka leoni, My address is number... number two Nusantara Street.
- Employee: sorry miss, Is that an apartment or a house?
- Customer: It's an APARTMENT, Number seven..SEVENTEEN
- Employee: Okay, What would you like to order today?
- Customer: I want a large pepperoni pizza with mushrooms, olives and extra cheese.
- Employee: I'm sorry, Can you speak a little slower please.
- Customer: No problem, That's a large pizza.
- Employee: Large pizza? ::: (0,3) Okay.
- Customer: And I'd like it with pepperoni and mushrooms.
- Employee: Pepperoni and mushrooms. Umm::: (0,3) Is there anything else?
- Customer: YES, olives and extra cheese please!
- Customer: GREAT, And how long?
- Employee: It will be about thirty minutes, Miss.
- Customer: And how much will it cost?
- Employee: Umm::: (0,3) could you please hold on while I check with the kitchen?
- Employee: Okay. Thanks for calling. Bye.
- Analysis of the conversation :
- Characterization of the speaker
Employee
is
a type of a careless person
because he
asked the name and address of the customer, but he has not prepared a
paper and pen to write, finally he had to find a few minutes and make
the customer have to wait (as
in 5). He also doubtful person because he
always asks customer to repeat her words (as in 13, 15, 17) and when
the customer asks about the price of pizza, he must go to the kitchen
to make sure the price of pizza (23).
On the other hand, Customer
is
a type of a patient person because she
wants to wait when the employee looking for a pen and paper (as in
8), she also wanted to repeat her words so that employees understand
what she wanted (as in 13, 15, 17).
But
she is
a type of a forgetful person, she
almost forgotten when it should mention number of the street and
rooms apartment (as in 8, 10).
From
the conversation above, customer
wants to order pizza to the employe.
Employee
carelessness was visible from the beginning of the conversation, when
he answered the phone Hello::: (0,3) (as in 1) that
actually employee wants to say something but it’s uneasy so
there is a lag time of a few seconds.
And then
the employe asked the name and address of the customer (as in 3). But
when the customer will answer questions from the employee (as in 4),
he suddenly cut off her words (as in 5). Seemed not rude, apparently
the employee had not prepared a pen and paper to write. Customer who
patiently tolerate it, she replied with "okay", "no
problem" (as in 6 and 8) . Forgetful customer looks when she
answered with “..number...
number two Nusantara Street ”
and “ Number
seven..SEVENTEEN
” (as in 8, 10). She stuttered when answering questions from
employee and remembering the number. Her
stressing tone “APARTMENT” and “SEVENTEEN”
(as in 10), she intended, so that employee understand and did not ask
to repeat her words. Employee seemed doubtful with the answer from
the customer, so he asked her to repeat her words one by one (as in
14, 16, 18). When the employee says “ Large pizza? ::: (0,3) ”
(as in 15), “ Umm::: (0,3) (as in 17) ” that
actually he wants to say something but it’s uneasy so
there is a lag time of a few seconds.
Customer
stressing
tone “YES” (as in 18) which implies that she approve
the question of employee.
And then, her stressing tone “GREAT” (as in 20) which implies
that she relieved
and satisfied with the service of the employee.
And
then, when a customer asks how much pizza is ordered, the employee
said
“Umm::: (0,3)” (as in 23) that actually he wants to say something
but it’s uneasy so
there is a lag time of a few seconds,
maybe
he is a new employee so he was still in doubt in the works.
An
patiently customer understand that, but the customer heard someone
knocking on the door so she had no problem about the price of pizza
and then said good-bye to the employee.
- Aspects which is found in the conversation :
1.
// overlap
As
in 4 & 5 utterance there is overlap. Employee cut off Customer’s
utterance and respond it directly. Finally, the two talks at the same
time.
2.
(:::) Short hesitation
As
in 1, 7, 15, 17, 23 utterance there is short hesitation. Employee
need few seconds to talk.
3.
UPPERCASE
As
in 2, 10, 18, 20 utterance there is uppercase. It means the speaker
desires the hearer to give special attention in that word.
4.
Backchannels
As in 5, 7, 17, 23,
24 utterance there is backchannels. The speaker uses it to give
respond for each utterance with specific tendency. In 5 the employee
says it to surprise respond of Customer’s utterance. In 7, 17, 23,
24 the speaker says it to think a moment.
- Structure of the conversation
The
adjacency pairs of the conversation are as follow: (Utterance
1-6)
- Thanking - as opening the conversation between both of them
- Questioning - as request for information
- Answering
- Requesting - by expressing perplexity
- Accepting - by expressing understand
The
adjacency pairs of the conversation are as follow: (Utterance 7-10)
- Thanking - as opening the conversation between both of them
- Questioning - as request for information
- Informing – by giving information
- Confirming
The
adjacency pairs of the conversation are as follow: (Utterance 11-19)
- Questioning - as request for explanation
- Questioning - by expressing curiosity
- Answering
- Requesting - by expressing forgiving
- Accepting - by expressing forgiveness
- Questioning- by expressing curiosity
- Confirming - by repeating
- Requesting
The adjacency pairs of the conversation are as follow: (utterance
20-25)
- Questioning as compliment
- Answering
- Questioning - by expressing curiosity
- Requesting - by expressing perplexity
- Permiting - by expressing understand
- Informing – by giving information
