The Refusal strategies used by male and female shop-assistants at Plaza Tunjungan Surabaya toward their bosses' order

Utomo, Heru (2007) The Refusal strategies used by male and female shop-assistants at Plaza Tunjungan Surabaya toward their bosses' order. Bachelor thesis, Petra Christian University.

Abstract

This is a study about the refusal strategies toward an order used by male and female shop-assistants at Plaza Tunjungan Surabaya. It is analyzed based on Garcia?s refusal strategies (1989) supported by Kartomihardjo?s refusal strategies (1993). It concerns the refusal strategy to an order by shop assistants in Plaza Tunjungan Surabaya. The data were taken from 40 respondents: 20 male shop assistants and 20 female shop assistants in Plaza Tunjungan Surabaya. The research found that the male shop-assistants preferred to use reason/explanation, mitigated refusal, expression of regret/sorrow, and direct refusal, while the female shop-assistants preferred to use reason/explanation, expression of regret/sorrow, direct refusal and mitigated refusal. Furthermore, the writer found that both the males and females used the same refusal strategies, but the female shopsassistants used direct refusal more than the male shop-assistants, while the male shop-assistants used mitigated refusal more than the female shop-assistants. In addition, the writer found that the respondents were used the same pattern in expressing their refusal and the pattern is expression of regret/sorrow - mitigated refusal/direct refusal - reason/explanation.

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