Overview

The global developments in Information Technology Enabled Services have transformed customer service encounters which were until recently face-to-face. Major business areas of healthcare, insurance, banking and media are increasingly moving their customer processes to call centres, web based interaction, and email. ITES is set for explosive growth over the next decade, alongside being increasingly outsourced to non-English speaking destinations. The need for good English language communication skills is becoming ever more acute.This book looks closely at interactive communication in customer-facing services, featuring the voices of both academics and those in industry. It aims to integrate the work of applied linguists, teachers, trainers and businesses. After an initial discussion on the value of research to applied training, the major issues of ITES communications are addressed with either an academic analysis being followed by a training example derived from it, or with an analysis of a workplace problem followed by a research-based solution proposal. This volume should appeal to a wide readership in academic, business training and HR departments.

Full Product Details

Author:   Gail Forey ,  Jane Lockwood
Publisher:   Continuum Publishing Corporation
Imprint:   Continuum Publishing Corporation
ISBN:  

9781441105356

ISBN 10:   1441105352
Pages:   288
Publication Date:   21 June 2010
Audience:   College/higher education ,  Postgraduate, Research & Scholarly
Format:   Electronic book text
Publisher's Status:   Active
Availability:   Not yet available  
This item is yet to be released. You can pre-order this item and we will dispatch it to you upon its release.

Table of Contents

Notes on Contributors; Part I: Current issues in English communication in the globalised workplace; 1. Introduction, Gail Forey (Hong Kong Polytechnic University, Hong Kong) & Jane Lockwood (The Hong Kong Institute of Education, Hong Kong); 2. English in tiers in the workplace: A case study of email usage, Li Lan (Hong Kong Polytechnic University, Hong Kong) and Lucy MacGregor (University of Leeds, UK); 3. English as a key resource to business and development, Catherine Nickerson (Indian Institute of Management Bangalore, India); 4. Communication skills in contemporary service workplaces: Some Problems, Anna Kristina Hultgren & Deborah Cameron (University of Oxford, UK); Part II: Managing the telephone relationship with the customer - interpersonal complexity; 5. I was so angry. It was unbelievable... A comparison of written and spoken customer service complaints, Jon S. Y. Hui (City University of Hong Kong); 6. Naming and negotiating relationships in call centre talk, Susan Hood (University of Technology, Sydney, Australia); 7. Call centre discourse: Graduation in relation to voice quality and attitudinal profile, Jenny Yau Ni Wan (Hong Kong Polytechnic University); 8. Researching and understanding differences among call centre agents, Claire Cowie (University of Edinburgh, UK) & Lalita Murty (University of York, UK); Part III: Language, culture and training in the globalised workplace; 9. Talking about talking: Comparing the approaches of intercultural trainers and language teachers, Jane Hayman (International Consultants Centre, Melbourne, Australia); 10. Reconceptualizing culture for workplace communication, Neil Elias (Neil Elias, Logica (Philippines) Inc.); 11 India rising: Call centre communication and the need for two way training, Barry Tomalin (International House, London); 12. Call center training and language in the Philippines, Eric Friginal (Georgia State University, USA); 13. What causes communication breakdown in the call centres? The discrepancies in the communications training and research, Jane Lockwood (The Hong Kong Institute of Education, Hong Kong); Part IV: Communication skills: Assessment and its uses; 14. Consulting assessment for the business processing outsourcing (BPO) industry in the Philippines, Jane Lockwood (The Hong Kong Institute of Education, Hong Kong); 15. Language assessment in call centres: the case of the customer service representative Alan Davies (University of Edinburgh, UK); Part V: Beyond the workplace: social implications; 16. Language globalisation & the workplace: Education and social implications, Gail Forey (Hong Kong Polytechnic University, Hong Kong) Bibliography Index.

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Author Information

Dr Gail Forey is Associate Professor at the Hong Kong Polytechnic University, Hong Kong Dr Jane Lockwood is the Head of the Language Centre at the Hong Kong Institute of Education, Hong Kong

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