Globalization, Communication and the Workplace - by Gail Forey & Jane Lockwood (Paperback)
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<p/><br></br><p><b> About the Book </b></p></br></br>A linguistic analysis of global developments in Information Technology Enabled Services as industry adopts less face-to-face interaction.<p/><br></br><p><b> Book Synopsis </b></p></br></br>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.<p/><br></br><p><b> Review Quotes </b></p></br></br><br>Mention in Times Higher Education 'Published This Week' section<br><p/><br></br><p><b> About the Author </b></p></br></br><p>Dr Gail Forey is Associate Professor at the Hong Kong Polytechnic University, Hong Kong <p/>Dr Jane Lockwood is the Head of the Language Centre at the Hong Kong Institute of Education, Hong Kong</p>
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