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|z 9780826446077
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|a CaPaEBR
|z 9781441105356 (e-book)
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|a P94.6
|b .G59 2010eb
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| 245 |
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|a Globalization, communication and the workplace
|b talking across the world /
|c edited by Gail Forey and Jane Lockwood.
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| 260 |
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|a London ;
|b Continuum,
|c 2010.
|a New York :
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| 300 |
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|a ix, 278 p. :
|b ill.
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| 504 |
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|a Includes bibliographical references and index.
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| 505 |
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|a 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.
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| 650 |
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|a Interpersonal communication.
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| 650 |
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|a Intercultural communication.
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| 650 |
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|a Discourse analysis.
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| 700 |
1 |
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|a Forey, Gail,
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| 710 |
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|a ebrary, Inc.
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| 856 |
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|u http://site.ebrary.com/lib/ucy/Doc?id=10488224
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