Globalization, communication and the workplace : talking across the world - Forey, Gail, 1961-; Lockwood-Lee, Jane. (London : Continuum Logo, 2010)
English in tiers in the workplace: a case study of email usage / Li Lan and Lucy MacGregor -- English as aey 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.
Includes bibliographical references and index.
Keywords: Interpersonal communication; Intercultural communication; Discourse analysis; Communication in organizations