Globalization, Communication and the Workplace : Talking Across The World.
Title:
Globalization, Communication and the Workplace : Talking Across The World.
Author:
Forey, Gail.
ISBN:
9781441105356
Personal Author:
Edition:
1st ed.
Physical Description:
1 online resource (289 pages)
Contents:
Contents -- Notes on Contributors -- Part I: Current Issues in English Communication in the Globalized Workplace -- 1. Introduction -- 2. English in Tiers in the Workplace: A Case Study of Email Usage -- 3. English as a Key Resource to Business and Development Catherine Nickerson -- 4. Communication Skills in Contemporary Service Workplaces: Some Problems -- 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 -- 6. Naming and Negotiating Relationships in Call Centre Talk -- 7. Call Centre Discourse: Graduation in Relation to Voice Quality and Attitudinal Profile -- 8. Researching and Understanding Accent Shifts in Indian Call Centre Agents -- Part III: Language, Culture and Training in the Globalized Workplace -- 9. Talking about Talking: Comparing the Approaches of Intercultural Trainers and Language Teachers -- 10. Reconceptualizing Culture for Workplace Communication -- 11. India Rising: The Need for Two Way Training -- 12. Call Centre Training and Language in the Philippines -- 13. What Causes Communication Breakdown in the Call Centres? The Discrepancies in the Communications Training and Research -- Part IV: Communication Skills: Assessment and its Uses -- 14. Consulting Assessment for the Business Processing Outsourcing (BPO) Industry in the Philippines -- 15. Language Assessment in Call Centres: The Case of the Customer Service Representative -- Part V: Beyond the Workplace: Social Implications -- 16. Language Globalization and the Workplace: Education and Social Implications -- Index -- A -- B -- C -- D -- E -- F -- G -- H -- I -- J -- K -- L -- M -- N -- O -- P -- Q -- R -- S -- T -- U -- V -- W.
Abstract:
The global developments in Information Technology Enabled Services have transformed customer service encounters which were until recently face-to-face. The 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 communication in customer-facing services, featuring the voices of both academics and those in industry. It aims to integrate the work of applied linguists, teachers, trainers and businesses. After an initial discussion on the value of research to applied training, the major issues of ITES communications are addressed with either an academic analysis being followed by a training example derived from it, or with an analysis of a workplace problem followed by a research-based solution proposal. This volume should appeal to a wide readership in academic, business training and HR departments.
Local Note:
Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2017. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.
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