RELATIONAL LANGUAGE AS A MITIGATING DEVICE

In this paper, we will identify and discuss the notion of relational language. We will be able to see how high frequency chunks and words in the spoken corpora are tasked with pragmatic functions dealing with the speaker-listener relationship and the management of, in our case, two-way mediated shop conversations, specifically in terms of maintaining good relations. These frequent lexical items point to the extent to which speakers interact with each other on the interactive plane. The abovementioned notions will be applied to the analysis of the corpus, which consists of transcribed recordings of agent-customer communications in English language. Those communications are related to different services owned by a telecommunication company present in Montenegro.