Globalization, communication and the workplace : talking across the world /

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 interac...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Otros Autores: Forey, Gail, 1961-, Lockwood-Lee, Jane
Formato: Electrónico eBook
Idioma:Inglés
Publicado: London ; New York : Continuum, Ã2010.
Temas:
Interpersonal communication.
Intercultural communication.
Discourse analysis.
Communication in organizations.
Business communication > Data processing.
Information resources management > Data processing.
Globalization.
Communication interpersonnelle.
Communication dans les organisations.
Communication dans l'entreprise > Informatique.
Gestion de l'information > Informatique.
Mondialisation.
globalism.
BUSINESS & ECONOMICS > Negotiating.
FAMILY & RELATIONSHIPS > Interpersonal Relations.
Business communication > Data processing
Communication in organizations
Discourse analysis
Globalization
Information resources management > Data processing
Intercultural communication
Interpersonal communication
Acceso en línea:Texto completo
Tabla de Contenidos:
  • 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.
  • 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.

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