Introduction 1. Choice: Importance of face and stance 2. Facing up to difficult situations: confronting confusion 3. Impoliteness: positionality and adopting a stance 4. Hostile and aggressive situations: formulating a response 5. Pedagogy: raising awareness and stance-taking Conclusions Appendix 1: Questionnaire: Negative Incidents Appendix 2. Questionnaire: Impolite / Rude Incidents Appendix 3. Questionnaire: Hostile Incidents References
Gerrard Mugford is a Senior Lecturer in the Modern Languages Department at the Universidad de Guadalajara, Mexico.