03261nam a2200361 a 4500 ebr10488224 CaPaEBR m u cr cn||||||||| 091130s2010 enka sb 001 0 eng d 2009048035 9780826446077 9781441105356 (e-book) CaPaEBR CaPaEBR (OCoLC)741691093 P94.6 .G59 2010eb 302.3 22 Globalization, communication and the workplace [electronic resource] : talking across the world / edited by Gail Forey and Jane Lockwood. London ; New York : Continuum, 2010. ix, 278 p. : ill. Includes bibliographical references and index. pt. 1. Current issues in English communication in the globalized workplace: Introduction / Jane Lockwood and Gail Forey ; 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. 2. 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. 3. Language, culture and training in the globalized 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 centre 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. 4. 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. 5. Beyond the workplace : social implications: Language globalization and the workplace : education and social implications / Gail Forey. Electronic reproduction. Palo Alto, Calif. : ebrary, 2011. Available via World Wide Web. Access may be limited to ebrary affiliated libraries. Interpersonal communication. Intercultural communication. Discourse analysis. Communication in organizations. Electronic books. local Forey, Gail, 1961- Lockwood-Lee, Jane. ebrary, Inc. http://site.ebrary.com/lib/rucke/Doc?id=10488224 An electronic book accessible through the World Wide Web; click to view 123427 123427