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Business and Service Telephone Conversations
 
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Business and Service Telephone Conversations
An Investigation of British English, German and Italian Encounters
 
 
Palgrave Macmillan
 
 
 
 
 
16 Oct 2013
|
£55.00
|Hardback In Stock
  
9781137286178
||
 
 
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DescriptionContentsAuthors

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.



Description

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.



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


Authors

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).