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 -- |