: ﻟﻠﻤﺤﺎﺩﺜﺔ ﺍﻟﺘﺤﻠﻴل ﺍﻟﺘﻁﺒﻴﻘﻲ ﺴﻌﻭﺩﻴﺔ ﺔ ﻤﺅﺴﺴ ﻬﺎﺘﻔﻴﺔ

ﻲﻘﻴﺒﻁﺘﻟﺍ لﻴﻠﺤﺘﻟﺍ ﺔﺜﺩﺎﺤﻤﻠﻟ

:

لﻴﻠﺤﺘ ﻟﺍ ﺕﺎﻤﻟﺎﻜﻤ ﻟﺍ

ﻲﻓ ﺔﻴﻔﺘﺎﻬ ﺴﺴﺅﻤ

ﺔ ﺔﻴﺩﻭﻌﺴ

ﺩﺍﺩﻋﺇ

ﻲﻨﻴﺴﺤﻟﺍ ﻱﺩﻬﻤ لﻴﻋﺎﻤﺴﺇ ﻰﺤﻀ ﺹﻠﺨﺘﺴﻤ

ﻴ ﻡﻭﻘﺘ ﻥﺃ ﻊﻗﻭﺘ ﻩﺫﻫ

ﺔﻴﻤﺎﻨﺘﻤﻟﺍ ﺕﺎﺴﺍﺭﺩﻟﺍ لﻘﺤ ﻰﻟﺇ ﺓﺩﻴﺩﺠ ﺕﺎﻨﺎﻴﺒ ﺔﻓﺎﻀﺈﺒ ﺔﺴﺍﺭﺩﻟﺍ ﻟ

لﻴﻠﺤﺘﻠ

ﺕﺎﻤﻟﺎﻜﻤﻟﺍ ﻰﻠﻋ ﺭﺍﻭﺤﻠﻟ ﻲﻘﻴﺒﻁﺘﻟﺍ ﺔﻴﻔﺘﺎﻬﻟﺍ

. ﻓ ﻲﻔ ﻪﻨﺃ ﻥﻴﺤ ﺔﺴﺍﺭﺩ ﺕﻤﺘ

ﺭﺍﻭﺤ لﻴﻠﺤﺘ ﻭ ﺕﺎﻤﻟﺎﻜﻤﻟﺍ

ﺔﻴﻔﺘﺎﻬﻟﺍ ﻟ ،ﺔﻔﻠﺘﺨﻤ ﺕﺎﻓﺎﻘﺜ ﻭ ﺕﺎﻐﻟ ﺓﺩﻌ ﻨﺃ ﻻﺇ

ﺒ ﺭﺍﻭﺤﻟﺍ ﻥﻋ ﺕﺎﺴﺍﺭﺩﻟﺍ ﺏﺎﻴﻏ ﺢﻀﺍﻭﻟﺍ ﻥﻤ ﻪ ﻐﻠﻟﺎ

ﺔ

ﺔﻴﺒﺭﻌﻟﺍ . ﻟﻬ ﻰﻟﺇ ﺔﻴﺒﺭﻌﻟﺍ ﺔﻐﻠﻟﺍ ﺔﻓﺎﻀﺈﺒ ﺹﻘﻨﻟﺍ ﺍﺫﻫ ﺢﻴﺤﺼﺘﺒ ﻲﻟﺎﺤﻟﺍ لﻤﻌﻟﺍ ﻡﻭﻘﻴ ﻥﺃ لﻤﺄﻨ ﺎﻨﻨﺈﻓ ﺍﺫ

ﻗ ﺩﻋﺍﻭ ﺔﻴﻭﻐﻠﻟﺍ ﺕﺎﻨﺎﻴﺒﻟﺍ ﺙﺎﺤﺒﻸﻟ

ﻟﺍ ﺔﻴﻟﺎﺤ ﻭ ﺎﻤﺒ ﺎﻬﺘﺩﺎﻴﺯ ﺩﻭﻌﻴ

ﺎﻬﻴﻠﻋ ﺒ ﺓﺩﺌﺎﻔﻟﺎ ﻟﺍ ﺔﻴﻤﻠﻌ ﻲﻓ لﺎﺠﻤ

ﺭﺍﻭﺤﻠﻟ ﻲﻘﻴﺒﻁﺘﻟﺍ لﻴﻠﺤﺘﻟﺍ .

ﻨﺴ ﻡﺩﻘ ﻲﻓ ﹰﻼﻴﻠﺤﺘ ﺔﺴﺍﺭﺩﻟﺍ ﻩﺫﻫ ﹰﺎﻤﺎﻋ

ﻟ ﺕﺎﻤﻟﺎﻜﻤ ﺔﻴﻔﺘﺎﻫ

ﺒﻁ ﺔﻴﻌﻴ ﺕﻤﺘ

ﺔﻴﺒﺭﻌﻟﺍ ﺔﻐﻠﻟﺎﺒ ﻰﻟﺇ

ﺕﺎﻜﺭﺸﻟﺍ ﻯﺩﺤﻹ ﺕﺎﻤﻟﺎﻜﻤﻟﺍ لﺎﺒﻘﺘﺴﺍ ﺯﻜﺭﻤ لﻭﺎﻨﺘﻨﺴ ﻭ ،

ﻯﻭﻜﺸﻟﺍ ﺏﻭﻠﺴﺃ ﺎﻤﻜ ،

ﺴ ﻨ ﻥﺃ لﻭﺎﺤ ﻴﺒﺘﻨ

ﻥ ﺔﻴﺒﺭﻌﻟﺍ ﺔﻐﻠﻟ ﻲﻓﺎﻘﺜﻟﺍ ﺝﺫﻭﻤﻨﻟﺍ ﻪﺒﺎﺸﺘﻴ ﺩﺤ ﻱﺃ ﻰﻟﺇ ﻲﻓ ﻥﻤﻀﺘﻤﻟﺍ

ﺭﺍﻭﺤ

ﻟﺍ ﺕﺎﻤﻟﺎﻜﻤﻟﺍ ﻴﻔﺘﺎﻬ

ﺔﻘﺒﺎﺴﻟﺍ ﺕﺎﺴﺍﺭﺩﻟﺍ ﻊﻤ ﺔ .

ﺕﺍﺩﻴﻜﺄﺘ ﻊﻤ ﹰﺎﻗﺎﻔﺘﺍ ﺙﺤﺒﻟﺍ ﺍﺫﻫ ﺕﺎﻨﺎﻴﺒ ﺕﺭﻬﻅﺃ

،ﺔﻴﻔﺘﺎﻬﻟﺍ ﺕﺎﻤﻟﺎﻜﻤﻟﺎﺒ ﻕﻠﻌﺘﻴ ﺎﻤﻴﻓ ﺔﺼﺎﺨ ﺭﺍﻭﺤﻠﻟ ﺔﻴﻤﻟﺎﻋ ﺕﺎﻴﺴﺎﺴﺃ ﺩﻭﺠﻭ ﺱﻜﺎﺴ ﻭ ﻑﻭﻠﺠﻴﺸ ﻥﻭﺴﻨﻴﻔﻴﻟﻭ ﻥﻭﺍﺭﺒﻟ ﺏﺩﻷﺍ ﺔﻴﺭﻅﻨﻭ ﻲﻨﻬﻤﻟﺍ ﺭﺍﻭﺤﻟﺍ ﻥﻋ ﺞﻴﺘﺍﺭﻴﻫﻭ ﻑﺎﻫ ﺕﺎﻔﺼﺍﻭﻤﻭ ﺀﺍﺭﺃﻭ .

ﺩﻌﺒ

ﺎﻴﺘﻭﺼﻟﺍ ﻡﺎﻅﻨ ﻡﺍﺩﺨﺘﺴﺇﻭ ﺔﻴﺘﻭﺼﻟﺍ ﺔﻴﻔﺘﺎﻬﻟﺍ ﺕﺎﻤﻟﺎﻜﻤﻟﺍ ﻥﻴﻭﺩﺘ ﻥﻤ ﺔﺤﺭﺘﻘﻤﻟﺍ ﺔﻘﻴﺭﻁﻟﺍ ﻕﻴﺒﻁﺘﻭ ﺕ

ﺎﻨﻤﻗ ،ﺕﺎﻨﺎﻴﺒﻟﺍ ﺭﺒﺴﻟ ﺱﺎﺴﺄﻜ ﺞﻴﺘﺍﺭﻴﻫ ﺭﺼﺎﻨﻋ ﻥﻤ ﺔﺜﻼﺜ ﻡﺍﺩﺨﺘﺴﺎﺒﻭ ﺭﺍﻭﺤﻟﺍ لﻴﻠﺤﺘﻟ ﻑﺎﻫ لﺒﻗ ﻕﺭﻁﻠﻟ لﺼﻔﻤ ﺡﺭﺸﺒ ﺎﻨﻤﻗ ﻡﺜ ﺔﻴﻔﺘﺎﻬﻟﺍ ﺕﺎﻤﻟﺎﻜﻤﻟﺍ ﻥﻤ ﻁﻤﻨ ﺝﺍﺭﺨﺘﺴﻹ ﺕﺎﻨﺎﻴﺒﻠﻟ ﻡﺎﻋ لﻴﻠﺤﺘﺒ ﺒﺎﻁﺘ ﻯﺩﻤ ﻰﻟﺇ لﻭﺼﻭﻠﻟ ﻙﻟﺫﻭ ،ﻪﻴﻓ ﺔﻨﻤﻀﺘﻤﻟﺍ ﻲﻨﺎﻌﻤﻟﺍﻭ ﺭﺍﻭﺤﻟﺍ ﻲﻓ ﺔﻤﺩﺨﺘﺴﻤﻟﺍ ﺍﺫﻫ ﺕﺎﻨﺎﻴﺒ ﻕ

ﺭﺍﻭﺤﻟﺍ لﻴﻠﺤﺘﻟ ﺔﻴﻟﺎﺤﻟﺍ ﺕﺎﻴﺭﻅﻨﻟﺍ ﻊﻤ ﺙﺤﺒﻟﺍ .

ﻭ ﺩﻘﻟ ﻠﺼﻭﺘ ﺎﻨ ﺙﺤﺒﻟﺍ ﺍﺫﻫ ﺔﻴﺎﻬﻨ ﻲﻓ ﻰﻟﺇ

ﺃ ﻥ

ﻡﻴﻘﻟﺍ ﺩﻘﻋ ﺔﻴﺭﻅﻨﻭ ﺏﺩﻸﻟ ﺵﺘﻴﻟ ﺉﺩﺎﺒﻤ ﻕﺎﻁﻨ ﻥﻤﻀ ﻊﻘﺘ ﺔﻴﺒﺭﻌﻟﺍ ﺔﻐﻠﻟﺎﺒ ﺔﺜﺩﺎﺤﻤﻟﺍ ﺕﺎﻴﺴﺎﺴﺃ ﻲﻓﻭ ﺔﻴﻋﺎﻤﺘﺠﻻﺍ ﺕﺍﺫ

ﺔﻴﺒﺭﻌﻟﺍ ﺔﻐﻠﻟﺎﺒ ﺔﺼﺎﺨ ﺕﺎﻓﻼﺘﺨﺍ ﺭﻬﻅﺘ ﺕﻗﻭﻟﺍ ﻭ

ﺓﺭﺜﺄﺘﻤ ﺔﻴﺒﺭﻌﻟﺍ ﺔﻓﺎﻘﺜﻟﺎﺒ

ﺍ ﺔﻴﻤﻼﺴﻹ ،

ﻥﻭﻜﺘ ﺩﻗﻭ ﻯﺭﺨﻷﺍ ﺔﻴﻭﻐﻠﻟﺍ ﺕﺎﻓﺎﻘﺜﻟﺍ ﻊﻴﻤﺠ ﻲﻓ ﺔﻤﺎﻋ

، ﻥﻜﻤﻴﻭ ﺔﻁﻘﻨﻟﺍ ﻩﺫﻫ ﺩﻴﻜﺄﺘ لﻤﻌﺒ

ﺔﻴﺒﺭﻌﻟﺍ ﺔﻐﻠﻟ ﺔﻀﻴﻔﺘﺴﻤ ﺕﺎﺴﺍﺭﺩ .

APPLIED CONVERSATIONAL ANALYSIS:

ANALYSIS OF TELEPHONE CONVERSATIONS IN A SAUDI INSTITUTION

By

Duha Ismail Al-Husseini ABSTRACT

The current investigation contributes new data to a growing body of work on Applied Conversational Analysis in telephone exchanges. While telephone conversations in many languages and cultures have been studied, the Arabic language is conspicuously absent in the literature. The present work addresses this lack, augmenting available linguistic data with the contribution of Arabic to the database. The basic hypothesis is to delineate the unique sequential structure exhibited in the exchanges under investigation. I offer structure analysis of natural telephone exchanges, specially the complaint sequences, to an institutional call center conducted in Arabic. I attempt to determine how closely Arabic telephone conversations follow the sequences outlined in previous works. The data presented in this current work supports Schegloff’s and Sacks’ assertions of certain conversational universals across languages and cultures, especially relating to telephone discourse, Have and Heritage’s notions of institutional talk and their specifications, and Brown and Levinson’s politeness theory. After transliterating the audio telephone conversation, then transliterating them using the some IPA symbols and applying the approach Have suggested for conversation analysis and using three of Heritage’s components as the basis for probing, I extracted a pattern from the telephone conversations, then explained the processes involved in the exchange and its underlining implications, to get an idea of how closely my data fits with the existing theories of CA. Finally, I concluded that Arabic conversational norms do indeed fall within Leech’s Maxims, and the proposed Social Values Contract Theory, while at the same time exhibiting unique variations. These variations may or may not be culture-specific, a point that can only be determined through further investigation.