Linguistic Ethnography Of A Multilingual Call Center

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Linguistic Ethnography of a Multilingual Call Center

Johanna Woydack
Linguistic Ethnography of a Multilingual Call Center Book PDF

Author : Johanna Woydack
Publisher : Springer
Page : 214 pages
File Size : 51,9 Mb
Release : 2018-09-24
Category : Language Arts & Disciplines
ISBN : 9783319933238

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Linguistic Ethnography of a Multilingual Call Center by Johanna Woydack Pdf

This book presents an innovative institutional transpositional ethnography that examines the textual trajectory of “the life of a calling script” from production by corporate management and clients to recontextualization by middle management and finally to application by agents in phone interactions. Drawing on an extensive original research it provides a behind-the-scenes view of a multilingual call center in London and critiques the archetypal modern workplace practices including extensive use of monitoring and standardization and use of low-skilled precariat labor. In doing so, it offers fresh perspectives on contemporary debates about resistance, agency, and compliance in globalized workplaces. This study will provide a valuable resource to students and scholars of management studies, communication, sociolinguistics, and linguistic anthropology.

Reflexivity in Applied Linguistics

Sal Consoli,Sara Ganassin
Reflexivity in Applied Linguistics Book PDF

Author : Sal Consoli,Sara Ganassin
Publisher : Taylor & Francis
Page : 209 pages
File Size : 41,5 Mb
Release : 2023-01-18
Category : Language Arts & Disciplines
ISBN : 9781000786347

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Reflexivity in Applied Linguistics by Sal Consoli,Sara Ganassin Pdf

This edited collection provides research-informed guidance on how reflexivity may be practised in applied linguistics research. Specifically, we promote reflexivity as an essential hallmark of quality research and argue that doing reflexivity confers greater transparency, methodological rigour, depth, and trustworthiness to our scholarly inquiries. The collection features perspectives from different sub-fields of applied linguistics, including intercultural communication, language education, and multilingualism, and draws on data from a range of settings, including language cafés, classrooms, workplaces, and migration and displacement contexts. Each chapter follows a unified structure: theoretical background, context of the empirical study used as a backdrop for the chapter, an analysis of how reflexivity played out throughout the study, and conclusions which include takeaway points for other researchers. This approach allows readers to gain a sound understanding of the challenges and affordances of doing reflexivity in concrete examples of applied linguistics research whilst also gaining guidance on how to nurture and report on researcher reflexivity as this unfolds throughout the lifetime of a project. This book will appeal to students and scholars in applied linguistics, particularly those with an interest in research methods in the areas of language education, multilingualism, and intercultural communication.

Research Companion to Language and Country Branding

Irene Theodoropoulou,Johanna Tovar
Research Companion to Language and Country Branding Book PDF

Author : Irene Theodoropoulou,Johanna Tovar
Publisher : Routledge
Page : 399 pages
File Size : 45,5 Mb
Release : 2020-11-16
Category : Foreign Language Study
ISBN : 9781000214406

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Research Companion to Language and Country Branding by Irene Theodoropoulou,Johanna Tovar Pdf

Research Companion to Language and Country Branding brings together entirely new interdisciplinary research conducted by scholars working on various sociolinguistic, semiotic, anthropological and discursive analytical aspects of country branding all over the world. Branding is a process of identity construction, whereby countries gain visibility and put themselves on the world map as distinctive entities by drawing on their history, culture, economy, society, geography, and their people. Through branding, countries aim not only at establishing their uniqueness but also, and perhaps most importantly, at attracting tourism, investments, high quality human capital, as well as at forging financial, military, political and social alliances. Against this backdrop, this volume explores how countries and regions imagine and portray others and themselves in terms of gender, ethnicity, and diversity today as well as the past. In this respect, the book examines how branding differs from other, related policies and practices, such as nation building, banal nationalism, and populism. This volume is an essential reference for students, researchers, and practitioners with an interest in country, nation, and place branding processes.

The Routledge Handbook of Applied Linguistics

Li Wei,Zhu Hua,James Simpson
The Routledge Handbook of Applied Linguistics Book PDF

Author : Li Wei,Zhu Hua,James Simpson
Publisher : Taylor & Francis
Page : 575 pages
File Size : 48,9 Mb
Release : 2023-08-30
Category : Language Arts & Disciplines
ISBN : 9781000885040

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The Routledge Handbook of Applied Linguistics by Li Wei,Zhu Hua,James Simpson Pdf

The Routledge Handbook of Applied Linguistics, published in 2011, has long been a standard introduction and essential reference point to the broad interdisciplinary field of applied linguistics. Reflecting the growth and widening scope of applied linguistics, this new edition thoroughly updates and expands coverage. It includes 27 new chapters, now consists of two complementary volumes, and covers a wide range of topics from a variety of perspectives. Volume One is organized into two sections – ‘Language learning and language education’ and ‘Key areas and approaches in applied linguistics’ – and Volume Two also has two sections – ‘Applied linguistics in society’ and ‘Broadening horizons’. Each volume includes 30 chapters written by specialists from around the world. Each chapter provides an overview of the history of the topic, the main current issues, recommendations for practice, and possible future trajectories. Where appropriate, authors discuss the impact and use of new research methods in the area. Suggestions for further reading and cross-references are provided with every chapter. The Routledge Handbook of Applied Linguistics remains the authoritative overview to this dynamic field and essential reading for advanced undergraduate and postgraduate students, scholars, and researchers of applied linguistics.

(Im)politeness at a Slovenian Call Centre

Sara Orthaber
Im politeness at a Slovenian Call Centre Book PDF

Author : Sara Orthaber
Publisher : Springer Nature
Page : 354 pages
File Size : 49,7 Mb
Release : 2023-11-03
Category : Language Arts & Disciplines
ISBN : 9783031433207

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(Im)politeness at a Slovenian Call Centre by Sara Orthaber Pdf

This volume covers the field of linguistic (im)politeness in a particular mediated, customer-oriented setting. It is the first book to do so across telephone, email and social media. It offers key insights into a unique customer service setting through authentic and spontaneous data analysis. The book looks at how customers and agents of a large public transport company engage in transactional services and impolite behaviour. This text is directed at scholars and practitioners working in communication, business discourse, (socio)pragmatics, interaction studies, and social media interactions. It is also of great value to students in applied linguistics and scholars of Slavic languages, particularly Slovenian. The cross-media study is also of value to public/private institutions to reflect on their work practices, helping them improve existing customer–service provider relationships. The diverse readership and appeal are essential features of this book. Examines mediated institutional talk and impoliteness in the Slovenian language Covers mediated service interactions, such as requests and complaints across three different media Provides in-depth insights into communication within a contemporary business environment

Language Management

Natalie Victoria Wilmot
Language Management Book PDF

Author : Natalie Victoria Wilmot
Publisher : Channel View Publications
Page : 227 pages
File Size : 49,9 Mb
Release : 2022-08-12
Category : Business & Economics
ISBN : 9781800415942

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Language Management by Natalie Victoria Wilmot Pdf

This book draws on case studies of language management within British organisations to examine the decisions they make about language diversity in their professional communications in order to be successful in a multilingual world. It explores the practices that the organisations use to manage language diversity in interorganisational relationships, and why certain practices occur in some situations and not others. The book highlights how organisations rely on individual employees to perform a variety of language tasks and the implications of this; the effect of English as a global lingua franca; and the translation challenges which organisations face. The book demonstrates that practices to manage language diversity are often a result of the resources organisations have at given moments in time, rather than being part of a deliberate language management strategy.

Language, Migration and In/Exclusion in the Workplace

Jo Angouri,Julie Kerekes,Minna Suni
Language Migration and In Exclusion in the Workplace Book PDF

Author : Jo Angouri,Julie Kerekes,Minna Suni
Publisher : Channel View Publications
Page : 193 pages
File Size : 40,6 Mb
Release : 2023-09-12
Category : Social Science
ISBN : 9781800416963

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Language, Migration and In/Exclusion in the Workplace by Jo Angouri,Julie Kerekes,Minna Suni Pdf

In today’s globalised world, large-scale migration is the norm. A contributing factor to the successful settlement of migrants is the ability to access work and economic security. This book focuses on the lived experiences of migrants who (try to) access the workplace, and explores the barriers and support they encounter. The editors bring together studies which look at the ways in which inclusion and exclusion from the workplace are done linguistically from historical, discourse analytical, narrative and language assessment perspectives. The chapters represent an innovative, holistic, intersectional and multidisciplinary approach to the subject, and illustrate a wide range of analytical methods and theoretical tools for the study of multilingualism and professional identity. The rich empirical data contained in the book cover a variety of professional contexts and countries, and the book will appeal to both specialist and non-specialist audiences.

Bloomsbury World Englishes Volume 2: Ideologies

Rani Rubdy,Ruanni Tupas,Mario Saraceni
Bloomsbury World Englishes Volume 2 Ideologies Book PDF

Author : Rani Rubdy,Ruanni Tupas,Mario Saraceni
Publisher : Bloomsbury Publishing
Page : 336 pages
File Size : 43,8 Mb
Release : 2021-05-20
Category : Language Arts & Disciplines
ISBN : 9781350065857

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Bloomsbury World Englishes Volume 2: Ideologies by Rani Rubdy,Ruanni Tupas,Mario Saraceni Pdf

Bloomsbury World Englishes offers a comprehensive and rigorous description of the facts, implications and contentious issues regarding the forms and functions of English in the world. International experts cover a diverse range of varieties and topics, offering a more accurate understanding of English across the globe and the various social contexts in which it plays a significant role. With volumes dedicated to research paradigms, language ideologies and pedagogies, the collection pushes the boundaries of the field to go beyond traditional descriptive paradigms and contribute to moving research agendas forward. Volume 2: Ideologies explores the politics and economics of English, and the impact of language on local societies and cultures. In doing so, chapters discuss how English is often entangled in societal issues, such as inequality, (de-)colonization, racism, oppression and liberation.

The Cambridge Handbook of Third Language Acquisition

Jennifer Cabrelli,Adel Chaouch-Orozco,Jorge González Alonso,Sergio Miguel Pereira Soares,Eloi Puig-Mayenco,Jason Rothman
The Cambridge Handbook of Third Language Acquisition Book PDF

Author : Jennifer Cabrelli,Adel Chaouch-Orozco,Jorge González Alonso,Sergio Miguel Pereira Soares,Eloi Puig-Mayenco,Jason Rothman
Publisher : Cambridge University Press
Page : 1009 pages
File Size : 41,5 Mb
Release : 2023-07-27
Category : Language Arts & Disciplines
ISBN : 9781108962742

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The Cambridge Handbook of Third Language Acquisition by Jennifer Cabrelli,Adel Chaouch-Orozco,Jorge González Alonso,Sergio Miguel Pereira Soares,Eloi Puig-Mayenco,Jason Rothman Pdf

In our increasingly multilingual modern world, understanding how languages beyond the first are acquired and processed at a brain level is essential to design evidence-based teaching, clinical interventions and language policy. Written by a team of world-leading experts in a wide range of disciplines within cognitive science, this Handbook provides a comprehensive overview of the study of third (and more) language acquisition and processing. It features 30 approachable chapters covering topics such as multilingual language acquisition, education, language maintenance and language loss, multilingual code-switching, ageing in the multilingual brain, and many more. Each chapter provides an accessible overview of the state of the art in its topic, while offering comprehensive access to the specialized literature, through carefully curated citations. It also serves as a methodological resource for researchers in the field, offering chapters on methods such as case studies, corpora, artificial language systems or statistical modelling of multilingual data.

The Business of Words

Crispin Thurlow
The Business of Words Book PDF

Author : Crispin Thurlow
Publisher : Routledge
Page : 349 pages
File Size : 48,9 Mb
Release : 2019-07-30
Category : Language Arts & Disciplines
ISBN : 9781351041768

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The Business of Words by Crispin Thurlow Pdf

The Business of Words examines the practices of ‘high-end’ language workers or wordsmiths where we find words being professionally designed, institutionally managed, and, inevitably, objectified for status and profit. Aligned with existing work on language and political economy in critical sociolinguistics and discourse studies, the volume offers a novel, complementary insight into the relatively elite practices of language workers such as advertisers, dialect coaches, publishers, judges, translators, public relations officers, fine artists, journalists, and linguists themselves. In fact, the book considers what academics might learn about language from other wordsmiths, opening a space for ‘dialogue’ between those researching language and those who also stake a claim to linguistic expertise and a way with words. Bringing together an array of leading international scholars from the cognate fields of discourse studies, sociolinguistics, and linguistic anthropology, this book is an essential resource for researchers, advanced undergraduate, and postgraduate students of English language, linguistics and applied linguistics, communication and media studies, and anthropology.

Discourse Analysis

Brian Paltridge
Discourse Analysis Book PDF

Author : Brian Paltridge
Publisher : Bloomsbury Publishing
Page : 329 pages
File Size : 45,9 Mb
Release : 2021-10-21
Category : Language Arts & Disciplines
ISBN : 9781350093645

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Discourse Analysis by Brian Paltridge Pdf

Outlining the core methodological and theoretical premises, this book presents the essential approaches that you need to know when doing discourse analysis for the first time. Chapters cover discourse and society, discourse and pragmatics, discourse and genre, discourse and conversation, discourse grammar, corpus approaches, multimodal discourse and critical discourse analysis. Encompassing the latest trends and developments, this third edition includes: - A new chapter on discourse and digital media - New topics including English as a lingua franca, linguistic landscapes and translanguaging - Updated examples from a variety of global perspectives and contexts, ranging from North America to East Asia - Updated discussion questions throughout Each chapter also features exercises, discussion questions and lists of further reading. Alongside online resources with lecture slides, extended readings and enhanced bibliographies, this is the only book you need for doing discourse analysis.

Politeness in Professional Contexts

Dawn Archer,Karen Grainger,Piotr Jagodziński
Politeness in Professional Contexts Book PDF

Author : Dawn Archer,Karen Grainger,Piotr Jagodziński
Publisher : John Benjamins Publishing Company
Page : 334 pages
File Size : 43,7 Mb
Release : 2020-08-15
Category : Language Arts & Disciplines
ISBN : 9789027260857

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Politeness in Professional Contexts by Dawn Archer,Karen Grainger,Piotr Jagodziński Pdf

Much like in everyday life, politeness is key to the smooth running of relationships and interactions. Professional contexts, however, tend to be characterised by a plethora of behaviours that may be specific to that context. They include ‘polite’ behaviours, ‘impolite’ behaviours and behaviours that arguably fall somewhere between – or outside – such concepts. The twelve chapters making up this edited collection explore these behaviours in a range of communication contexts representative of business, medical, legal and security settings. Between them, the contributions will help readers to theorize about – and in some cases operationalize (im)politeness and related behaviours for – these real-world settings. The authors take a broad, yet theoretically underpinned, definition of politeness and use it to help explain, analyse and inform professional interactions. They demonstrate the importance of understanding how interactions are negotiated and managed in professional settings. The edited collection has something to offer, therefore, to academics, professionals and practitioners alike.

Innovations and Challenges in Identity Research

David Block
Innovations and Challenges in Identity Research Book PDF

Author : David Block
Publisher : Routledge
Page : 164 pages
File Size : 47,7 Mb
Release : 2021-12-20
Category : Language Arts & Disciplines
ISBN : 9781000508420

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Innovations and Challenges in Identity Research by David Block Pdf

Innovations and Challenges in Identity Research examines established and emergent issues within identity research. This innovative book adopts a disciplinary transcendent approach, drawing on a range of social science, humanities and human science disciplines on the way to a detailed consideration of: the history of identity as a construct the components of a poststructuralist/social constructivist approach to identity the prospect of a Marxist political economy approach to identity the interrelationship between structure and agency and a model of structuring spheres an expanded version of positioning theory the digital universe as the future of identity research. Leading researcher David Block provides a personal take on this key topic of study in applied linguistics and explains why and how discourse analysis is still a useful means through which we can understand identity today. The book is essential reading for students and academics studying and researching within the area of language and identity.

The Discourse of Customer Service Tweets

Ursula Lutzky
The Discourse of Customer Service Tweets Book PDF

Author : Ursula Lutzky
Publisher : Bloomsbury Publishing
Page : 236 pages
File Size : 53,8 Mb
Release : 2021-10-21
Category : Language Arts & Disciplines
ISBN : 9781350090705

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The Discourse of Customer Service Tweets by Ursula Lutzky Pdf

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.

The Routledge Handbook of Language in the Workplace

Bernadette Vine
The Routledge Handbook of Language in the Workplace Book PDF

Author : Bernadette Vine
Publisher : Routledge
Page : 601 pages
File Size : 52,7 Mb
Release : 2017-08-09
Category : Language Arts & Disciplines
ISBN : 9781317425809

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The Routledge Handbook of Language in the Workplace by Bernadette Vine Pdf

The Routledge Handbook of Language in the Workplace provides a comprehensive survey of linguistic research on language in the workplace written by top scholars in the field from around the world. The Handbook covers theoretical and methodological approaches, explores research in different types of workplace settings, and examines some key areas of workplace talk that have been investigated by workplace researchers. Issues of identity have become a major focus in recent workplace research and the Handbook highlights some core issues of relevance in this area, such as gender, leadership, and intercultural communication. As the field has developed, applications of workplace research for both native and non-native speakers have emerged. Insights can inform and improve input from practitioners training workers in a range of fields and across a variety of contexts, and the Handbook foregrounds some of the ways workplace research can do this. This is an invaluable resource for researchers and graduate students interested in learning more about workplace discourse.