|aGlobalization, communication and the workplace :|btalking across the world /|cedited by Gail Forey and Jane Lockwood.
|aix, 278 p. :|bill. ;|c24 cm.
|aIncludes bibliographical references and index.
|gpt. I. Current issues in English communication in the globalized workplace. |t English in tiers in the workplace : a case study of email usage / |r Li Lan and Lucy MacGregor -- |t English as a key resource to business and development / |r Catherine Nickerson -- |t Communication skills in contemporary service workplaces : some problems / |r Anna Kristina Hultgren and Deborah Cameron -- |g pt. II. Managing the telephone relationship with the customer : interpersonal complexity. |t 'I was so angry. It was unbelievable' : a comparison of written and spoken customer service complaints / |r Jon S.Y. Hui -- |t Naming and negotiating relationships in call centre talk / |r Susan Hood -- |t Call centre discourse : graduation in relation to voice quality and attitudinal profile / |r Jenny Yau Ni Wan -- |t Researching and understanding accent shifts in Indian call centre agents / |r Claire Cowie and Lalita Murty --
|gpt. III. Language, culture and training in the globalised workplace. |t Talking about talking : comparing the approaches of intercultural trainers and language teachers / |r Jane Hayman -- |t Reconceptualizing culture for workplace communication / |r Neil Elias -- |t India rising : the need for two way training / |r Barry Tomalin -- |t Call center training and language in the Philippines / |r Eric Friginal -- |t What causes communication breakdown in the call centres? The discrepancies in the communications training and research / |r Jane Lockwood -- |g pt. IV. Communication skills : assessment and its uses. |t Consulting assessment for the business processing outsourcing (BPO) industry in the Philippines / |r Jane Lockwood -- |t Language assessment in call centres : the case of the customer service representative / |r Alan Davies -- |g pt. V. Beyond the workplace : social implication. |t Language globalization and the workplace : education and social implications / |r Gail Forey.