Globalization, communication and the workplace : talking across the world / edited by Gail Forey and Jane Lockwood.

Format:

Book

Contributor:

Forey, Gail, 1961-

Lockwood-Lee, Jane.

Language:

English

Subjects (All):

Interpersonal communication.

Intercultural communication.

Business communication.

Communication in organizations.

Discourse analysis--Social aspects.

Discourse analysis.

Physical Description:

1 online resource (x, 278 pages)

Place of Publication:

London ; New York : Continuum Logo, 2010.

System Details:

text file

Summary:

Researchers in linguistics and the English language discuss current issues in English communication in the globalized workplace; interpersonal complexity in managing the telephone relationship with the customer; language, culture, and training in the globalized workplace; the assessment of communication skills and its uses; and social implications beyond the workplace. Among specific topics are English as a key resource to business and development, a comparison of written and spoken customer service complaints, researching and understanding accent shifts in Indian call center agents, call center training and language in the Philippines, and education and social implications of language globalization and the workplace. Annotation ©2012 Book News, Inc., Portland, OR (booknews.com)

Contents:

English in tiers in the workplace: a case study of email usage / Li Lan and Lucy MacGregor

English as aákey resource to business and development / Catherine Nickerson

Communication skills in contemporary service workplaces: some problems / Anna Kristina Hultgren and Deborah Cameron

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 differences among call centre agents / Claire Cowie and Lalita Murty

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: call centre communication and 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

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

Beyond the workplace: social implications: language globalisation and the workplace: education and social implications / Gail Forey.

Notes:

Includes bibliographical references and index.

Electronic reproduction. London : Bloomsbury Publishing, 2014. Available via World Wide Web. Access limited by licensing agreement. s2014 dcunns

Other Format:

Original

ISBN:

9781474211864

Access Restriction:

Restricted for use by site license.