Overview

A linguistic analysis of global developments in Information Technology Enabled Services as industry adopts less face-to-face interaction. It looks at interactive communication in customer-facing services, featuring the voices of both academics and those in industry. It integrates the work of applied linguists, teachers, trainers and businesses.

Full Product Details

Author:   Dr Gail Forey ,  Dr Jane Lockwood
Publisher:   Bloomsbury Publishing PLC
Imprint:   Continuum International Publishing Group Ltd.
Dimensions:   Width: 15.60cm , Height: 1.70cm , Length: 23.40cm
Weight:   0.584kg
ISBN:  

9780826446077

ISBN 10:   0826446078
Pages:   288
Publication Date:   24 June 2010
Audience:   Professional and scholarly ,  Professional & Vocational
Format:   Hardback
Publisher's Status:   Active
Availability:   In Print  
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Language:   English

Table of Contents

Notes on Contributors Part I: Current Issues in English Communication in the Globalized Workplace 1. Introduction, Gail Forey (Hong Kong Polytechnic University, Hong Kong) and 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 Accent Shifts in Indian Call Centre Agents, Claire Cowie (University of Edinburgh, UK) & Lalita Murty (University of York, UK) Part III: Language, Culture and Training in the Globalized 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: 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 Globalization & the Workplace: Education and Social Implications, Gail Forey (Hong Kong Polytechnic University, Hong Kong) 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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