what is the difference between how employers and employees talk at the workplace to how they talk to customers?

[curious_96]

i have to write an essay on how power is potraited in the workplace. and the difference between social talk and formal talk at work....
PLEASE HELP!

[dotty.]

we only swear when we are off the shop floor and then it's only about the way customers spe4ak to us, we speak to customers in a polite and respectful tone, even when the customer is being a right t1t, and we never respond in kind even when the customer becomes abusive and starts to implode.

For releaxation purposes we have a soft cushioned area within the staff room where we can bang our heads against the wall or throw ourselves prostrate should the pressure of maintaining the facade of giving a dmn get too much

[Buenchico]

There appears to be a problem with your question since your essay topic differentiates between 'formal talk' and 'social talk', whereas your question refers to talking to employers/employees and to customers. I would suggest that 'work based' conversations, between employees and employers, are 'formal', as are 'business' conversations between employees and customers. It's only the 'office chit chat' (or casual conversations, not related to business, between employees and customers) which fall into the category of 'social' talk.

'Formal' talk is characterised by one participant taking the lead, or adopting an 'expert' position. So an employer (or a manager employed by him) will give instructions to his staff, or field questions from them. The senior figure will not normally expect to receive instructions and the only questions he'll expect to ask are in relation to checking that his instructions are properly carried out (rather than having to find out how to do something himself).

The relationship between an employee and a customer is also 'formal' but the power base is flexible. For example, a customer might go into a DIY shop seeking 'expert' advice from the guy behind the counter. The store assistant has the upper hand in the power stakes because he is the one who gives instructions and receives questions. However, later in the day the same assistant might be faced with an experienced tradesman (who knows more than he does) who has come to complain about a product which he purchased. The power base is then transferred to the customer, because he will be making the demands.

As an example of 'social' talk, an employer and an employee might both be fans of the same football team. When, on Monday morning, they both discuss their team's performance on Saturday, their is no 'power base' on either side of the conversation. They are speaking from positions of equality. The same would apply if either of them later discusse

[Buenchico]

. . discussed football with a regular customer.

Chris

(I HATE it when AB cuts off the end of a post without warning!)

[tamborine]

authoratative to employees: e.g. you will do this, that and the other if you want to keep your job.

subservient to customers: e.g. I understand your concern and will do all possible to remedy the situation to your satisfaction.