Fiction Books:

Globalization, Communication and the Workplace

Talking Across the World

Format

Hardback

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Globalization, Communication and the Workplace
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Description

The global developments in Information Technology Enabled Services have transformed customer service encounters which were until recently face-to-face. 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.This book looks closely at interactive communication in customer-facing services, featuring the voices of both academics and those in industry. It aims to integrate the work of applied linguists, teachers, trainers and businesses. After an initial discussion on the value of research to applied training, the major issues of ITES communications are addressed with either an academic analysis being followed by a training example derived from it, or with an analysis of a workplace problem followed by a research-based solution proposal. This volume should appeal to a wide readership in academic, business training and HR departments.

Author Biography

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
Release date Australia
June 24th, 2010
Contributors
Edited by Gail Forey Edited by Jane Lockwood
Country of Publication
United Kingdom
Illustrations
1, black & white illustrations
Imprint
Continuum International Publishing Group Ltd.
Pages
290
Dimensions
234x156x17
ISBN-13
9780826446077
Product ID
4076407

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