| Description |
1 online resource (ix, 278 pages) : illustrations |
| 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 |
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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 |
| Summary |
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 c |
| Bibliography |
Includes bibliographical references and index |
| Notes |
Compliant with Level AA of the Web Content Accessibility Guidelines. Content is displayed as HTML full text which can easily be resized or read with assistive technology, with mark-up that allows screen readers and keyboard-only users to navigate easily |
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English |
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Print version record |
| 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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Business communication -- Data processing
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Information resources management -- Data processing
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Globalization.
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globalism.
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BUSINESS & ECONOMICS -- Negotiating.
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FAMILY & RELATIONSHIPS -- Interpersonal Relations.
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Business communication -- Data processing
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Communication in organizations
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Discourse analysis
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Globalization
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Information resources management -- Data processing
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Intercultural communication
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Interpersonal communication
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| Form |
Electronic book
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| Author |
Forey, Gail, 1961-
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Lockwood-Lee, Jane
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| ISBN |
9781441105356 |
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1441105352 |
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9781474211864 |
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1474211860 |
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9781623567750 |
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1283202433 |
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9781283202435 |
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9786613202437 |
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6613202436 |
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1441107673 |
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9781441107671 |
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1623567750 |
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9781623567750 |
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