Linguistic Ethnography of a Multilingual Call Center

Linguistic Ethnography of a Multilingual Call Center
Author: Johanna Woydack
Publisher: Springer
Total Pages: 223
Release: 2018-09-24
Genre: Language Arts & Disciplines
ISBN: 331993323X

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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.

Research Companion to Language and Country Branding

Research Companion to Language and Country Branding
Author: Irene Theodoropoulou
Publisher: Routledge
Total Pages: 412
Release: 2020-11-16
Genre: Foreign Language Study
ISBN: 100021432X

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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.

Language, Migration and In/Exclusion in the Workplace

Language, Migration and In/Exclusion in the Workplace
Author: Jo Angouri
Publisher: Channel View Publications
Total Pages: 193
Release: 2023-09-12
Genre: Social Science
ISBN: 1800416962

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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.

Language Management

Language Management
Author: Natalie Victoria Wilmot
Publisher: Channel View Publications
Total Pages: 227
Release: 2022-08-12
Genre: Business & Economics
ISBN: 180041594X

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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.

(Im)politeness at a Slovenian Call Centre

(Im)politeness at a Slovenian Call Centre
Author: Sara Orthaber
Publisher: Springer Nature
Total Pages: 354
Release: 2023-11-03
Genre: Language Arts & Disciplines
ISBN: 3031433203

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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

Reflexivity in Applied Linguistics

Reflexivity in Applied Linguistics
Author: Sal Consoli
Publisher: Taylor & Francis
Total Pages: 209
Release: 2023-01-18
Genre: Language Arts & Disciplines
ISBN: 100078634X

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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.

The Cambridge Handbook of Third Language Acquisition

The Cambridge Handbook of Third Language Acquisition
Author: Jennifer Cabrelli
Publisher: Cambridge University Press
Total Pages: 1009
Release: 2023-07-27
Genre: Language Arts & Disciplines
ISBN: 1108962742

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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 Routledge Handbook of Applied Linguistics

The Routledge Handbook of Applied Linguistics
Author: Li Wei
Publisher: Taylor & Francis
Total Pages: 575
Release: 2023-08-30
Genre: Language Arts & Disciplines
ISBN: 1000885046

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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.

Bloomsbury World Englishes Volume 2: Ideologies

Bloomsbury World Englishes Volume 2: Ideologies
Author: Rani Rubdy
Publisher: Bloomsbury Publishing
Total Pages: 336
Release: 2021-05-20
Genre: Language Arts & Disciplines
ISBN: 1350065854

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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.

Common Ground in First Language and Intercultural Interaction

Common Ground in First Language and Intercultural Interaction
Author: Istvan Kecskes
Publisher: Walter de Gruyter GmbH & Co KG
Total Pages: 232
Release: 2023-03-06
Genre: Language Arts & Disciplines
ISBN: 3110766779

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In recent years the traditional approach to common ground as a body of information shared between participants of a communicative process has been challenged. Taking into account not only L1 but also intercultural interactions and attempting to bring together the traditional view with the egocentrism-based view of cognitive psychologists, it has been argued that construction of common ground is a dynamic, emergent process. It is the convergence of the mental representation of shared knowledge that we activate, assumed mutual knowledge that we seek, and rapport as well as knowledge that we co-construct in the communicative process. This dynamic understanding of common ground has been applied in many research projects addressing both L1 and intercultural interactions in recent years. As a result several new elements, aspects and interpretations of common ground have been identified. Some researchers came to view common ground as one component in a complex contextual information structure. Others, analyzing intercultural interactions, pointed out the dynamism of the interplay of core common ground and emergent common ground. The book brings together researchers from different angles of pragmatics and communication to examine (i) what adjustments to the notion of common ground based on L1 communication should be made in the light of research in intercultural communication; (ii) what the relationship is between context, situation and common ground, and (iii) how relevant knowledge and content get selected for inclusion into core and emergent common ground.