Junko: Hello, Junko Mori speaking. How can I help you?

Transcript

1. 
   Junko: Hello, Junko Mori speaking. How can I help you?
   
2. 
   Andrea: Hi, Junko, it’s Andrea here from Red Band. I’m calling
   
3. 
   about our latest order.
   
4. 
   Junko: Everything arrived OK, right? We got the delivery
   
5. 
   confirmation at our end.
   
6. 
   Andrea: Yes, everything’s fine with the order. I’m calling about
   
7. 
   the invoice and the payment terms. I need a favour.
   
8. 
   Junko: A favour? What do you need?
   
9. 
   Andrea: This is a little, er ... difficult, but I need an extension
   
10. 
    on the payment terms. I know they’re usually 30
    
11. 
    days, but we’re having some cash flow problems.
    
12. 
    You’d really be helping us out if you could extend it to
    
13. 
    60 days.
    
14. 
    Junko: I’m not sure if I can do that, Andrea. We’ve got
    
15. 
    regulations at our end, and also have to manage our
    
16. 
    own cash flow.
    
17. 
    Andrea: I promise this won’t become the norm, Junko.
    
18. 
    Actually, I also want to place another new order. The
    
19. 
    same size order as last time. It’s for an important
    
20. 
    customer and they pay on delivery.
    
21. 
    Junko: I see. So your cash flow problem will be solved after
    
22. 
    this new order is delivered.
    
23. 
    Andrea: Exactly.
    
24. 
    Junko: That sounds good. Hold on, Andrea. Let me see what I
    
25. 
    can do. Yes, I think we can make an exception this
    
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    time.
    
27. 
    Andrea: That’s great, Junko. I appreciate your help.
    
28. 
    Junko: And we appreciate your business, Andrea. It works
    
29. 
    both ways.
    
30. 
    Andrea: Thanks again, Junko. Can you send me a quick email
    
31. 
    confirmation of the payment terms extension?
    
32. 
    Junko: Sure, no problem. We’re happy to help you.
    
33. 
    Andrea: Great. And I’ll email you the new order.
    
34. 
    Junko: Thanks. I’ll keep an eye out for it. Talk to you soon.
    
35. 
    Andrea: You too. Goodbye.
    

A call from a costumer
Speaker and settings.
Junko – female – manager;
Andrea – male – costumer.
Discourse analysis is one of linguistics approaches that aim to analyze the given units in the language. The genre of this analysis is spoken discourse. In the transcript was structured a conversation between a manager and a costumer. They are talking about his business problem on phone.
While analyzing a conversation I discovered that it is formal telephone conversation, the number of speakers are 2, I begin with grammatical system cohesion. The given piece of transcript is a problem of business with using adjacency pair ‘hello' and ‘hi' are greeting/greeting, it used each one in the line 1 to 2 by and .
Discourse markers: ‘also' twice in the lines 15 by and 18 by , here it used in an additionally express the opinion of the minority. It is joining the ideas together. ‘Also' is common discourse maker in English. ‘To be sure’ once in the line 14 by , here it used in confirming to be true. It is showing attitude. For example: “I'm not sure" it is negative form. ‘Actually’ once in the line 18 by , here it used in confirming to be true. It is also showing attitude. ‘So' once in the line 21 by , it used in state a result. It is showing turn. ‘Last' once in the line 19, here it used saying the time. It is showing attitude. ‘I see' once in the line 21 by , it used in showing turn. And ‘Exactly’ once in the line 23 by , here it used in showing accuracy. ‘Yes' twice in the lines 6 and 20 by , here it used in confirming the . It is short verbal response.
Back channel: ‘er…’ is used once in the line 9 by , here it used in showing nervously.
Reference: as example of anaforic reference ‘it' in this conversation. It refers to the word ‘your business’ used once in this conversation.
Collocation: ‘cash flow' appeared three times in the line 11,16,21. It represents the total amount of money in the business. This collocation is business collocation.
Conjunction: ‘And' once in the lines 7 by , it used in “the invoice (noun) and the payment terms (noun)" in this conversation. It is additive conjunction. ‘But’ twice in the lines 9 and 11 by , here it used in express contrasting opinion. It is adversative conjunction. ‘So' once in the line 21 by , here it used in introduce result.
Deixis: “I, you, it, we, they” are person deixises. ‘I' sixteen times , ‘you’ eight times, ‘it' three time, ‘we' five time and ‘they’ is used twice in this conversation. ‘That' refers to related with spatial location, it used in line 2 by once time. It is discourse deixis.
In conclusion, this conversation about business work. This analysis was interesting for me. I had a hard time working on this analysis I think, I will need this analysis in the future.