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Bibliografická citace

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London ; New York : Continuum, 2010
1 online resource (ix, 278 p.) : ill
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ISBN 9781441105356 (electronic bk.)
ISBN 9780826446077
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. Ann Arbor, MI : ProQuest, 2015. Available via World Wide Web. Access may be limited to ProQuest affiliated libraries
001731394
full
(Au-PeEL)EBL742387
(CaONFJC)MIL320243
(CaPaEBR)ebr10488224
(MiAaPQ)EBC742387
(OCoLC)893335450

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