Communication skills in contemporary service workplaces: some problems

Hultgren, Anna Kristina and Cameron, Deborah (2010). Communication skills in contemporary service workplaces: some problems. In: Forey, Gail and Lockwood, Jane eds. Globalisation, Communication and the Workplace: Talking Across the World. London: Continuum International Publishing Group, pp. 41–57.

URL: http://www.bloomsbury.com/uk/globalization-communi...

Abstract

It is widely agreed that in the globalized service economy considerable emphasis is placed on workers' communication skills. In this chapter, we scrutinize the notion of communication skills as it is understood in call centres and point to some of its problems and limitations. Drawing on authentic audio-recorded customer service transactions collected from an onshore call centre in Scotland, we show that predetermining the spoken interaction of call centre workers is only partially possible and even potentially counterproductive.

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