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Globalization, communication and the workplace : talking across the world / edited by Gail Forey and Jane Lockwood
| Globalization, communication and the workplace : talking across the world / edited by Gail Forey and Jane Lockwood |
| Pubbl/distr/stampa | London ; New York, : Continuum Logo, 2010 |
| Descrizione fisica | 1 online resource (289 p.) |
| Disciplina | 302.3 |
| Soggetto topico |
Interpersonal communication
Intercultural communication Business communication Communication in organizations Discourse analysis - Social aspects |
| ISBN |
1-4742-1186-0
1-283-20243-3 9786613202437 1-4411-0535-2 |
| Formato | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
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 & Deborah Cameron -- 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 differences among call centre agents / Claire Cowie & Lalita Murty -- 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: call centre communication and 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 -- 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 -- Beyond the workplace: social implications: language globalisation and the workplace: education and social implications / Gail Forey
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 -- |
| Record Nr. | UNINA-9910465458503321 |
| London ; New York, : Continuum Logo, 2010 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Globalization, communication and the workplace : talking across the world / edited by Gail Forey and Jane Lockwood
| Globalization, communication and the workplace : talking across the world / edited by Gail Forey and Jane Lockwood |
| Pubbl/distr/stampa | London ; New York, : Continuum Logo, 2010 |
| Descrizione fisica | 1 online resource (289 p.) |
| Disciplina | 302.3 |
| Soggetto topico |
Interpersonal communication
Intercultural communication Business communication Communication in organizations Discourse analysis - Social aspects |
| ISBN |
1-4742-1186-0
1-283-20243-3 9786613202437 1-4411-0535-2 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
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 & Deborah Cameron -- 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 differences among call centre agents / Claire Cowie & Lalita Murty -- 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: call centre communication and 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 -- 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 -- Beyond the workplace: social implications: language globalisation and the workplace: education and social implications / Gail Forey
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 -- |
| Record Nr. | UNINA-9910792292903321 |
| London ; New York, : Continuum Logo, 2010 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Globalization, communication and the workplace : talking across the world / edited by Gail Forey and Jane Lockwood
| Globalization, communication and the workplace : talking across the world / edited by Gail Forey and Jane Lockwood |
| Pubbl/distr/stampa | London ; New York, : Continuum Logo, 2010 |
| Descrizione fisica | 1 online resource (289 p.) |
| Disciplina | 302.3 |
| Soggetto topico |
Interpersonal communication
Intercultural communication Business communication Communication in organizations Discourse analysis - Social aspects |
| ISBN |
1-4742-1186-0
1-283-20243-3 9786613202437 1-4411-0535-2 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
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 & Deborah Cameron -- 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 differences among call centre agents / Claire Cowie & Lalita Murty -- 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: call centre communication and 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 -- 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 -- Beyond the workplace: social implications: language globalisation and the workplace: education and social implications / Gail Forey
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 -- |
| Record Nr. | UNINA-9910808338303321 |
| London ; New York, : Continuum Logo, 2010 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||