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Globalization, communication and the workplace : talking across the world / edited by Gail Forey and Jane Lockwood.
| Other author | Forey, Gail, 1961- |
| Other author | Lockwood-Lee, Jane. |
| Format | Book |
| Publication Info | London ; New York : Continuum, ©2010. |
| Description | ix, 278 pages : illustrations ; 24 cm |
| Subjects |
| Contents | pt. I. Current issues in English communication in the globalized workplace. English in tiers in the workplace : a case study of email usage / Li Lan and Lucy MacGregor -- English as a key resource to business and development / Catherine Nickerson -- Communication skills in contemporary service workplaces : some problems / Anna Kristina Hultgren and Deborah Cameron -- pt. II. Managing the telephone relationship with the customer : interpersonal complexity. 'I was so angry. It was unbelievable' : a comparison of written and spoken customer service complaints / Jon S.Y. Hui -- Naming and negotiating relationships in call centre talk / Susan Hood -- Call centre discourse : graduation in relation to voice quality and attitudinal profile / Jenny Yau Ni Wan -- Researching and understanding accent shifts in Indian call centre agents / Claire Cowie and Lalita Murty -- |
| Contents | pt. III. Language, culture and training in the globalised workplace. Talking about talking : comparing the approaches of intercultural trainers and language teachers / Jane Hayman -- Reconceptualizing culture for workplace communication / Neil Elias -- India rising : the need for two way training / Barry Tomalin -- Call center training and language in the Philippines / Eric Friginal -- What causes communication breakdown in the call centres? The discrepancies in the communications training and research / Jane Lockwood -- pt. IV. Communication skills : assessment and its uses. Consulting assessment for the business processing outsourcing (BPO) industry in the Philippines / Jane Lockwood -- Language assessment in call centres : the case of the customer service representative / Alan Davies -- pt. V. Beyond the workplace : social implication. Language globalization and the workplace : education and social implications / Gail Forey. |
| Bibliography note | Includes bibliographical references and index. |
| LCCN | 2009048035 |
| ISBN | 9780826446077 (hbk.) |
| ISBN | 0826446078 (hbk.) |