Literaturnachweis - Detailanzeige
| Autor/in | Mirchandani, Kiran |
|---|---|
| Titel | Learning Racial Hierarchies: Communication Skills Training in Transnational Customer Service Work |
| Quelle | In: Journal of Workplace Learning, 24 (2012) 5, S.338-350 (13 Seiten)Infoseite zur Zeitschrift
PDF als Volltext |
| Sprache | englisch |
| Dokumenttyp | gedruckt; online; Zeitschriftenaufsatz |
| ISSN | 1366-5626 |
| DOI | 10.1108/13665621211239877 |
| Schlagwörter | Foreign Countries; Job Skills; Communication Skills; Telecommunications; Purchasing; Helping Relationship; Global Approach; Indians; Workplace Learning; Job Performance; Psychological Patterns; Cross Cultural Training; Curriculum; Caring; Power Structure; Racial Attitudes |
| Abstract | Purpose: This paper aims to focus on the communications skills training given to transnational call center workers in India whose jobs involve providing customer service to Western customers. Emotion work is a key component of customer service jobs, and this work is constructed as an important soft skill. Design/methodology/approach: Between 2002 and 2009, 100 interviews were conducted with customer service workers, trainers and managers in India. Respondents provided detailed descriptions of their training curricula and some workers shared their complete set of training booklets. The analysis for this paper is based on a section of the curricula that focuses on communication skills used during training programs for Indian customer service agents. Findings: Training curricula designed to enhance the communication skills of call center agents are vehicles through which workers learn to make sense of their place in social, economic and cross-national hierarchies. Research limitations/implications: The study of emotion work in relation to workplace learning occurs in the context of global economic regimes. Originality/value: Training curricula on communication skills serves to help workers to cope with the expression of customer abuse. Rather, there is a need to develop regulations that protect workers from customer aggression. (Contains 1 table and 3 notes.) (As Provided). |
| Anmerkungen | Emerald Group Publishing Limited. Howard House, Wagon Lane, Bingley BD16 1WA, West Yorkshire, United Kingdom. Tel: +44-1274-777700; Fax: +44-1274-785201; e-mail: emerald@emeraldinsight.com; Web site: http://www.emeraldinsight.com |
| Erfasst von | ERIC (Education Resources Information Center), Washington, DC |
| Update | 2017/4/10 |
Literaturbeschaffung und Bestandsnachweise in Bibliotheken prüfen
Permalink als QR-Code
Inhalt auf sozialen Plattformen teilen (nur vorhanden, wenn Javascript eingeschaltet ist)
Teile diese Seite:
