Linguistic Ethnography Of A Multilingual Call Center

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.

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 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, 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.

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

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.

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 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.