This book provides readers with the latest research on the dynamics of language and language diversity in professional contexts. Bringing together novel findings from a range of disciplines, it challenges practitioners and management scholars to question the conventional understanding of language as a tool that can be managed by language policies that 'standardize' language. Each of the contributions is designed to recognize the strides that have been made in the past two decades in research on language and languages in organizational settings while addressing remaining blind spots and emerging issues. Particular attention is given to multilingualism, sociolinguistic approaches to language in the workplace, migration challenges, critical perspectives on the power of language use and the management of organizations as dialogical, discursive spaces. Understanding the Dynamics of Language and Multilingualism in Professional Contexts offers new insights into familiar and less familiar issues for international business scholars, sociolinguists, management practitioners and business communication scholars and experts, and brings understanding to the central role that language usage and linguistic diversity play in organisational processes.

Digital Marketing: Communicating, Selling and Connecting is an invaluable and vital tool for students seeking a comprehensive introduction to the subject of digital marketing. Written by a leading expert in the field, it is an unparalleled resource for students in marketing, as well as an accessible supplementary text for business and management students. Covering digital marketing's background and development, its practical challenges and unique benefits, and its operational foundations, this textbook introduces both technological and marketing concepts. It culminates with discussion of the future of digital marketing in an increasingly networked world. Key Features: In-depth introductions to the foundations and basic operating principles of digital marketing Multiple chapters covering consumer decision making online, and how digital marketing affects the consumer Chapters on service technology and visual design, for a deeper understanding of digital marketing Coverage of digital marketing in both B2B and B2C contexts Discussion of legal and ethical aspects of digital marketing Discussion questions in each chapter to promote engagement with the material and deepen student understanding. Charles Hofacker has drawn on extensive expertise to create an invaluable resource. Written for undergraduate students of marketing and digital marketing this textbook will be useful for anyone looking for an introduction to the subject.

Up to 80 per cent of opportunities come from people who already know you, so the more people you know, the more chance you have of winning the new business or career you want.

The Financial Times Guide to Business Networking is your definitive introduction to a joined-up networking strategy that really works. This award-winning book has now been fully updated to include new chapters on generating referrals and boosting your confidence when networking, as well as the latest advice on social networking sites.

• Successfully combine online and offline networking techniques
• Develop the best networking approaches and behaviours
• Make a great first impression, build rapport and generate strong business relationships
• Talk to the right people, have productive conversations and effectively work a room

Understand what mentoring really is and how to do it well The Mentoring Manual is based on methods developed - and proven - in business, this highly practical book will show you how mentoring works, take you step-by-step through everything you need to know and do, and show you how both parties can get the best from the relationship. Get the most from mentoring: help your mentee, develop your skills and make a positive difference.

The Discourse of Customer Service Tweets studies the discursive and pragmatic features of customer service interactions, making use of a corpus of over 1.5 million tweets from more than thirty different companies. With Twitter being used as a professional service channel by many transport operators, this book features an empirical analysis of British and Irish train companies and airlines that provide updates and travel assistance on the platform, often on a 24/7 basis. From managing crises in the midst of strike action to ensuring passengers feel comfortable on board, Twitter allows transport operators to communicate with their customers in real time. Analysing patterns of language use as well as platform specific features for their communicative functions, Ursula Lutzky enhances our understanding of customers' linguistic expectations on Twitter and of what makes for successful or unsuccessful interaction. Of interest to anyone researching discourse analysis, business communication and social media, this book's findings pave the way for practical applications in customer service.

Successful organisations are those which attract and retain satisfied and loyal customers, yet few organisations today are truly customer-centric. Customer Service in Your Organisation is a toolkit that shows how to develop, implement and sustain a service excellence strategy. Drawing on best practice examples and case studies, it provides easy-to-follow, practical guidance, plus checklists, exercises and tools. Customer Service in Your Organisation covers key topics including how to listen to the voice of the customer and measure service success, engage leaders and managers in driving customer service excellence, develop customer-centric processes and procedures, provide training and development in customer service excellence, reward and recognise service success, benchmark current levels of customer service and identify areas of weakness alongside an improvement plan to address these. About the Series: The HR Toolkits provide complete sets of customizable, printable resources to facilitate in-house training and development workshops and strategy design. Supplied as both ring binders and electronic files, and consisting of modules which can be used individually or combined for more extended programmes, the toolkits include ready-made practical exercises, handouts, discussion questions and more to upskill employees.