International English for Call Centres (Paperback) | Released: 25 Jan 2011

Adjudged as "Highly Commended" - HRH the Duke of Edinburgh English Speaking Union English Language Book Award 2009 If you are in the call-centre industry or dealing with the UK over the phone or face to face, this book and CD pack will help you communicate better. It shows you how to make the jump from Indian English to International English as used in the UK, the differences between UK and Indian communication styles, how to probe cultural references you don't understand and to build empathy with the people you deal with. And it provides you with a galaxy of follow-up resources you can use to improve your English and knowledge of life in the UK. Written in a lively and personal style and using examples taken from real-life situations, the authors illustrate the communication problems experienced by UK customers and Indian staff, offer solutions and give detailed advice and practice on how to improve your communication. About the Author Barry Tomalin is Director of Cultural Training at International House, London, one of the largest language and cultural training organizations in the world. He was formerly Editor of BBC English, the BBC World Service?s English language teaching arm. Suhashini Thomas is a teacher of English as a second or foreign language and a native speaker of Hindi and Telugu. She has worked in call centres in Bangalore and is now teaching English in Brighton in the UK. Table of Contents Foreword How to Use These Materials Introduction The key features of International English Regional differences in Indian English Why Indian English needs to be adapted to the International market Stressful Stress Why stress matters in comprehension Word stress and sentence stress Differences between British and Indian English stress patterns Practice Stress test Irritating Intonation, Terrifying Speed International English and Indian English intonation patterns Sing song doesn?t work How to achieve a relaxing rhythm and intonation pattern Practice Intonation and rhythm test English vs Hinglish Vocabulary and grammar issues. Is Hinglish the new English? Indian English? expressions that cause problems for international customers Grammar differences that cause comprehension problems Practice Vocabulary and grammar test Refreshing Your Accent Why accent can cause comprehension problems. Interference between Indian accents and standard international English Accent refresher practice Pronunciation test East Enders Innit, Mate! Techniques for understanding cultural references Why the Indian view of everyday life in UK may be out of date How to probe cultural references to make sure you understand them Practice in building cultural awareness Cultural awareness test Building Empathy - The all Important Skill What builds empathy Developing empathy with the customer Active listening ? Building empathy and handling AHT?s (Average handling times) Practice in empathy building ? Empathy test Distant Voices, Different Styles Video conferencing skills Tele-conference skills Email skills Practice Test To Infinity and Beyond Refrences Building a British environment Practice Test Answers to Exercises

Table of Contents:
Foreword How to Use These Materials Introduction The key features of International English Regional differences in Indian English Why Indian English needs to be adapted to the International market Stressful Stress Why stress matters in comprehension Word stress and sentence stress Differences between British and Indian English stress patterns Practice Stress test Irritating Intonation, Terrifying Speed International English and Indian English intonation patterns Sing song doesn t work How to achieve a relaxing rhythm and intonation pattern Practice Intonation and rhythm test English vs Hinglish Vocabulary and grammar issues. Is Hinglish the new English? Indian English expressions that cause problems for international customers Grammar differences that cause comprehension problems Practice Vocabulary and grammar test Refreshing Your Accent Why accent can cause comprehension problems. Interference betweenIndian accents and standard international English Accent refresher practice Pronunciation test East Enders Innit, Mate! Techniques for understanding cultural references Why the Indian view of everyday life in UK may be out of date How to probe cultural references to make sure you understand them Practice in building cultural awareness Cultural awareness test Building Empathy - The all Important Skill What builds empathy Developing empathy with the customer Active listening Building empathy and handling AHT s (Average handling times) Practice in empathy building Empathy test Distant Voices, Different Styles Video conferencing skills Tele-conference skills Email skills Practice Test To Infinity and Beyond Refrences Building a British environment Practice Test Answers to Exercises