ABSTRACT
This chapter draws together the complex threads of power and politeness, by illustrating the skilful ways in which people manage problematic talk at work. The strategies used by participants to avoid conflict and maintain good work relationships illustrated in the examples are just as evident in individuals management of many other kinds of problematic talk. It focuses in particular on strategies associated with politeness and authority in managing problematic talk: for example, the use of linguistic politeness strategies, and especially attenuating devices, the use of directness and indirectness. Miscommunication and problematic talk could be described as occupational hazards of organisational life. Many employment tribunal cases on public record in New Zealand identifies interpersonal miscommunication as a key contributing factor in the escalation of workplace disputes. The team brings together experts from several different sections in the company to work on specific project; hence relations of relative power and authority are much more fluid and dynamic than in an established team.
