Business and Service Telephone Conversations

This book considers the sequential deployment of the receiver's response to the caller's request in telephone service encounters between native speakers in the U.K, Germany and Italy analysing the different response formats and their grammatical configuration.

Autorentext

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 & Style (2009).

Inhalt
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