Globalization, communication and the workplace talking across the world /
Wedi'i Gadw mewn:
| Awdur Corfforaethol: | |
|---|---|
| Awduron Eraill: | , |
| Fformat: | Electronig eLyfr |
| Iaith: | Saesneg |
| Cyhoeddwyd: |
London ; New York :
Continuum,
2010.
|
| Pynciau: | |
| Mynediad Ar-lein: | An electronic book accessible through the World Wide Web; click to view |
| Tagiau: |
Ychwanegu Tag
Dim Tagiau, Byddwch y cyntaf i dagio'r cofnod hwn!
|
Tabl Cynhwysion:
- 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.