Globalization, communication and the workplace : talking across the world / edited by Gail Forey and Jane Lockwood

Includes bibliographical references and index.

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 & Deborah Cameron -- 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 differences among call centre agents / Claire Cowie & Lalita Murty -- 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: call centre communication and 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 -- 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 -- Beyond the workplace: social implications: language globalization and the workplace: education and social implications / Gail Forey.