调解话语中的安慰言语行为研究

A Study of Comforting Speech Act in Mediation Discourse

摘要: 调解员运用各种语言策略调控现场以解决纠纷，有效的安慰行为有利于缓和当事人情绪，推动调解进行。但目前有关调解话语中的安慰言语行为的研究还不够充分。本研究以《百姓调解》为例，以言语行为理论为指导，旨在探讨调解过程中调解员使用安慰言语行为的策略及其特点，同时分析具体的安慰言语行为如何缓和当事人的情绪，并找出影响安慰策略选择的因素。研究发现，调解员更有可能选择以问题为中心的安慰策略，其次是以情感为中心的安慰策略，辅助策略使用较少。在以情感为中心的策略中，心理距离是影响调解员策略选择的重要因素；在以问题为中心的策略中，当事人性别是影响安慰策略的因素。此外，纠纷的严重程度及调解的阶段差异也在一定程度上影响了调解员的策略选择。

Abstract: Mediators use a variety of language strategies to regulate the scene in order to resolve disputes. Effective comforting can help to ease the parties’ emotions and promote mediation. However, the current research on comforting speech acts in mediation discourse is not yet sufficient. Taking “Mediation” as an example and guided by speech act theory, this study aims to explore the strategies and their characteristics of mediators’ comforting speech acts during mediation, to analyze how specific comforting speech acts ease the parties’ emotions, and identify the factors that influence the choice of comforting strategies. It has been found that mediators are more likely to choose problem-centered comforting strategies, followed by emotion-centered comforting strategies, and auxiliary strategies are used least. Psychological distance is an important factor influencing mediators’ strategy choices in the emotion-centered strategy, and gender is a factor influencing comforting strategies in the problem-centered strategy. In addition, differences in the severity of the dispute and the stage of mediation also affect the mediators’ choice of strategies to some extent.