| Summary: | This work analyzes a face-to-face interaction in institutional settings, more specifically in Brazilian Consumer Defense Service (PROCON) from a small town in Minas Gerais state. Complainer, complainee and mediator were the actors of an asymmetrical interaction setting of conflicting interests. In this interaction the ritual balance would be attained by the complainee's use of excuses and redefinitions of situation as a corrective process strategy. The analysis focuses on the construction of social actors identity through their linguistic strategies. We understand identity in conversation as something constructed within everyday interaction with others. This study is theoretical and methodologically grounded in interactional sociolinguistics, conversational analysis, and speech ethnography. We used a 30 minute recorded encounter in court as the cource for our analysis of how discursive identities were reconstructed during the interaction.
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