基本説明
This book looks clear at interactive communication in customer-facing services, featuring the voices of both academics and those in industry. After an initial discussion on the value of research to applied training, the major issues of ITES.
Full 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.
Contents
I. Overview and Introduction; 1. Overview of the industry and demand for language skills Gail Forey (Hong Kong Polytechnic University, Hong Kong)& Jane Lockwood (Hong Kong Polytechnic University, Hong Kong); 2. World Englishes and the myth of the native speake, Alan Davies (University of Edinburgh, UK); 3. English a key resource to business and development, Catherine Nickerson (University of Nijmegen, Netherlands); II. Research approaches and their application Language research - how does it contribute? How do we turn research into action for training?; 4. A corpus approach to telephone conversation analysis, Xu Xun-Feng & Li Lan (Hong Kong Polytechnic University, Hong Kong); 5. Authentic materials and their usage, Claire Cowie (University of Edinburgh, UK) & Lailitha Murthy (University of Sheffield, UK); 6. Issues in language training and curriculum in ITES, Andrew Stokes (Clarity Language Consultants); III. Communication skills: Assessment and its uses; 7. The right testing solution: Wall Mart or Saville Row, Liz Hamp-Lyons (University of Bedforshire, UK); 8. Measurement processes in call centres & What makes a good scorecard?, Jane Lockwood (Hong Kong Polytechnic University, Hong Kong); IV. Managing the telephone relationship with the customer - interpersonal skills; 9. "Communication Skills": the downside, Anna Kristina Hultgren (Institute of Education, UK) & Deborah Cameron (University of Oxford, UK); 10. Interpersonal language and customer service, Gail Forey & Jenny Wan (Hong Kong Polytechnic University, Hong Kong); 11. Who are they? Who is you? Naming and relating in telephone mediated customer service, Sue Hood (UTS, Australia); 12. "I was so angry. It was unbelievable..." A comparison of written and spoken customer service complaints, Jon Hui; 13. "You are so, so patient!" Agent-caller solidarity in conflicted calls, Colin M. Clark, Priscilla S. Rogers, Ulrike M. Murfett & Soon Ang; 14. Training and language in the Phillipines, Eric Friginal (Georgia State University, USA); V. Cultural & training; 15. (tba); 16. Culture training, Neil Elias; 17. Culture and cultural training, Barry Tomalin; 18. Training the trainers - combining industry knowledge and language awareness, Iriz Astillero; 19. Workplace English & developing a curriculumn, Jane Lockwood (Hong Kong Polytechnic University, Hong Kong); VI. The future of ITES and its implication for language research and training; 20. Understanding global Englishes, the workplace and the role of academia Christian Matthiessen (TBC); Bibliography; Index.
