Workplace requests: A critical literature review

Abstract

Workplace literacies is an area that has attracted a growing number of researchers. Being workplace literate, or being able to use appropriate language and types of communication in a new workplace, is a difficult task for many new employees, especially those whose first language is different from the one used at work (MURPHY, 2010). Requests as a type of workplace communication can pose additional challenges because of their facethreatening nature (BROWN; LEVINSON, 1987). This review synthesizes literature on such types of workplace communication as oral requests and request e-mails. Key theoretical underpinnings of research on requests in the workplace, conventions and features of e-mail, request strategies based on levels of directness, and supportive moves that mitigate requests are discussed. Differences between oral requests and request e-mails in the workplace are found, and pedagogical implications are provided.