Globalization, Communication and the

The global developments in Information Technology Enabled services have transformed Customer services encounters which were until recently face-to-face. The major business areas of healthcare, insurance, banking and media are increasingly moving their customer processes to call centres, web-based interaction, and email. ITES is set for explosive growth over the next decade, alongside being increasingly outsourced to non-English speaking destinations. The need for good English language communication skills is becoming ever more acute.

Dr Gail Forey is Assistant Professor at the Hong Kong Polytechnic University, Hong Kong Dr Jane Lockwood is the Head of the Language Centre at the Hong Kong Institute of Education, Hong Kong

Notes on Contributors	p. vii
Current Issues in English Communication in the Globalized Workplace
Introduction	p. 3
English in Tiers in the Workplace: A Case Study of Email Usage	p. 8
English as a Key Resource to Business and Development	p. 25
Communication Skills in Contemporary Service Workplaces: Some Problems	p. 41
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	p. 59
Naming and Negotiating Relationships in Call Centre Talk	p. 88
Call Centre Discourse: Graduation in Relation to Voice Quality and Attitudinal Profile	p. 106
Researching and Understanding Accent Shifts in Indian Call Centre Agents	p. 125
Language, Culture and Training in the Globalized Workplace
Talking about Talking: Comparing the Approaches of Intercultural Trainers and Language Teachers	p. 147
Reconceptualizing Culture for Workplace Communication	p. 159
India Rising: The Need for Two Way Training	p. 172
Call Centre Training and Language in the Philippines	p. 190
What Causes Communication Breakdown in the Call Centres? The Discrepancies in the Communications Training and Research	p. 204
Communication Skills: Assessment and its Uses
Consulting Assessment for the Business Processing Outsourcing (BPO) Industry in the Philippines	p. 221
Language Assessment in Call Centres: The Case of the Customer Service Representative	p. 242
Beyond the Workplace: Social Implications
Language Globalization and the Workplace: Education and Social Implications	p. 251
Index	p. 271
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Globalization, Communication and the Workplace Talking Across The World

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