<![CDATA[This study examines verbal interactions between information officers and information seekers in hospitals using a pragmatic approach. The communication that occurs frequently demonstrates violations of politeness principles, in which information officers sometimes display an unfriendly attitude or are reluctant to provide detailed explanations, resulting in misunderstandings. The purpose of this study is to describe the forms of speech acts used and to analyze politeness phenomena based on Leech’s Politeness Principle and the Principle of Mutual Consideration (PSTR) developed by Aziz. The research employed a qualitative method, with data collected through recordings of conversations between information officers and information seekers. The recorded conversations were subsequently transcribed and analyzed using Searle’s speech act theory, including locutionary, illocutionary, and perlocutionary acts, as well as politeness principles. The findings indicate that social factors such as age, gender, and social status influence the realization of speech acts. In addition, violations of Leech’s politeness maxims and insufficient application of PSTR values were identified, negatively affecting the quality of communication and information services in hospitals. In conclusion, the consistent application of politeness principles can improve communication effectiveness, reduce misunderstandings, and enhance the quality of information services in hospitals.]]>
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