000			03311nam a2200385 a 4500
001			0000137722
005			20171002061506.0
006			m u
007			cr cn|||||||||
008			091130s2010 enka sb 001 0 eng d
010			_z 2009048035
020			_z9780826446077
020			_z9781441105356 (e-book)
035			_a(CaPaEBR)ebr10488224
035			_a(OCoLC)741691093
040			_aCaPaEBR _cCaPaEBR
050	1	4	_aP94.6 _b.G59 2010eb
082	0	4	_a302.3 _222
245	0	0	_aGlobalization, communication and the workplace _h[electronic resource] : _btalking across the world / _cedited by Gail Forey and Jane Lockwood.
260			_aLondon ; _aNew York : _bContinuum, _c2010.
300			_aix, 278 p. : _bill.
504			_aIncludes bibliographical references and index.
505	0		_apt. 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.
533			_aElectronic reproduction. _bPalo Alto, Calif. : _cebrary, _d2011. _nAvailable via World Wide Web. _nAccess may be limited to ebrary affiliated libraries.
650		0	_aInterpersonal communication.
650		0	_aIntercultural communication.
650		0	_aDiscourse analysis.
650		0	_aCommunication in organizations.
655		7	_aElectronic books. _2local
700	1		_aForey, Gail, _d1961-
700	1		_aLockwood-Lee, Jane.
710	2		_aebrary, Inc.
856	4	0	_uhttp://site.ebrary.com/lib/daystar/Doc?id=10488224 _zAn electronic book accessible through the World Wide Web; click to view
908			_a170314
942	0	0	_cEB
999			_c126871 _d126871