Related linguistic studies on Japanese business discourse and negotiation;
Motivation for the study; Identifying and describing a genre - Japanese business transactional telephone conversations;
Bakhtin and the notion of speech genres;
Focal exchange - problem presentation and resolution;
Specific goals of the study;
Overview of subsequent chapters.
Data and Methodology: Introduction;
Recent methods for data elicitation;
Rationale for an ethnomethodological approach;
Data collection methods for this study;
Description of the JBC corpus;
The genre of Japanese business transactional telephone conversations;
Relevant findings from conversation analysis;
Previous studies on offers in Japanese;
The Structure of Japanese Business Transactional Telephone Conversations: Introduction; Business transactional calls vs service encounters; Overall structure and identifying register features; Call openings; Transition section; Matter(s) for business discussion; Pre-closing devices; Discussion of other issues or transactions; Concluding remarks. Types of Japanese Business Transactional Telephone Calls: Introduction; General toiawase inquiries; Merchandise orders; Shipping confirmations; Problem reports; Concluding remarks. Problem Presentation and Resolution in Japanese Business Transactional Calls: Introduction; Problem presentation and resolution in JBCs - two examples; Interactional asynchrony in JBCs; Problem reports in English; Problem reporting sequences in English vs; Japanese service encounters; Interactional asynchrony in English - service recipients' accounts vs; service providers' formulations; Problem resolution in English vs; Japanese; Concluding remarks. Cultural and Sociolinguistic Considerations: Introduction; Metalanguage regarding communication in Japanese; Ellipsis and uti/soto deixis; Japan as a high context culture; Concluding remarks; Conclusions. Strategies for reporting problems> The function and distribution of moves toward problem resolution; Role relationships, genre, and cultural norms; Putting genres to use; Areas for future research.