International English for Call Centres
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About the Book
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 Techniques for understanding cultural references Why the Indian view of everyday life in UK may be out of date How to probe cultural references to make sure you understand them Practice in building cultural awareness Cultural awareness test Building Empathy - The all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
Book Details
ISBN-13: 9780230638969
Publisher: Macmillan Education
Binding: Paperback
Height: 296 mm
No of Pages: 188
Type: Professional & Vocational
Width: 213 mm
ISBN-10: 0230638961
Publisher Date: 25 Jan 2011
Edition: 1
Language: English
Spine Width: 12 mm
Weight: 547 gr
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