Globalization, Communication and the Workplace - Talking Across The World (Paperback, NIPPOD)

The global developments in Information Technology Enabled Services have transformed customer service 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.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.

General

Imprint:	Continuum Publishing Corporation
Country of origin:	United States
Release date:	March 2012
First published:	March 2012
Editors:	Gail Forey • Jane Lockwood
Dimensions:	234 x 156 x 15mm (L x W x T)
Format:	Paperback
Pages:	288
Edition:	NIPPOD
ISBN-13:	978-1-4411-0767-1
Languages:	English
Subtitles:	English
Categories:	Books > Language & Literature > Language & linguistics > Semantics (meaning) > Lexicography Books > Business & Economics > Business & management > Office & workplace > General Promotions
LSN:	1-4411-0767-3
Barcode:	9781441107671

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