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1 Remote Warehouse Intercultural Communications- General

Business and Service Telephone Conversations: An Investigation of British English, German and Italian Encounters

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Business and Service Telephone Conversations: An Investigation of British English, German and Italian Encounters Cover

 

Synopses & Reviews

Publisher Comments:

This book systematically investigates the sequential deployment of responses to requests in telephone service encounters in British English, German and Italian.Varcasia describes and defines conversational strategies used by speakers of the three languages when responding to requests, considering the different response formats and their grammatical configuration. Chapters are organised according to the structural complexity in the responses and explore the different practices of turn-construction. This cross-cultural comparison recognises the similarities and differences in the preference for response format and reveals that speakers in all three languages oriented to the same expectations of detailed responses involving extended conversation rather than short responses that provided only the requested information. This book will appeal to scholars of linguistics and communication studies as well as having practical implications for the training of staff and call-centre operators.

About the Author

Cecilia Varcasia is a Research Fellow at the Language Study Unit of the Free University of Bozen-Bolzano, Italy. Her research focuses on multilingual communication, discourse and conversation analysis, cross-cultural pragmatics, corpus linguistics and language testing. She has edited Becoming Multilingual (2011), and co-edited Corpora, Discourse and Style (2009).

Table of Contents

List of Tables and Figures

Glossary

Transcription Conventions System

Introduction

1. Theoretical Framework

2. Data and Methodology

3. Simple Response Format to the Request

4. Response Plus Extension

5. Insertion Sequence Followed by the Response

6. The Caller Leads the Conversation

7. The Different Response Formats at One Glance

8. Service Encounters and Call Centre Training Implications

9. Conclusions and Implications

References

Appendix

Product Details

ISBN:
9781137286178
Author:
Varcasia, Cecilia
Publisher:
Palgrave MacMillan
Subject:
Communication
Subject:
Linguistics | Sociolinguistics
Subject:
Intercultural Communications-General
Copyright:
Publication Date:
20131031
Binding:
HARDCOVER
Language:
English
Illustrations:
14 b/w tables, 1 figures
Pages:
200
Dimensions:
8.5 x 5.43 in 1 lb

Related Subjects

Business » Communication
History and Social Science » Intercultural Communications » General
History and Social Science » Linguistics » General
History and Social Science » Linguistics » Sociolinguistics

Business and Service Telephone Conversations: An Investigation of British English, German and Italian Encounters New Hardcover
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Product details 200 pages Palgrave MacMillan - English 9781137286178 Reviews:
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