| Description |
ix, 278 p. : ill. |
| Bibliography |
Includes bibliographical references and index. |
| Contents |
pt. 1. Current issues in English communication in the globalized workplace: Introduction / Jane Lockwood and Gail Forey ; 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. 2. 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 -- pt. 3. Language, culture and training in the globalized 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 centre 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. 4. 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. 5. Beyond the workplace : social implications: Language globalization and the workplace : education and social implications / Gail Forey. |
| Reproduction |
Electronic reproduction. Ann Arbor, MI : ProQuest, 2015. Available via World Wide Web. Access may be limited to ProQuest affiliated libraries. |
| Subject |
Interpersonal communication.
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Intercultural communication.
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Discourse analysis.
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Communication in organizations.
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| Genre/Form |
Electronic books.
|
| Added Author |
Forey, Gail, 1961-
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Lockwood-Lee, Jane.
|
|
ProQuest (Firm)
|
| ISBN |
9780826446077 |
|
9781441105356 (electronic bk.) |
|
