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Test-based Accountability Systems: Concerns for Indiana’s Multilingual Learners and Their Teachers
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In: Scholarship and Professional Work – Education (2014)
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Holistic Approach to Promoting Student Engagement: Case Studies of Six Refugee Students in Upper Elementary
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In: Boise State University Theses and Dissertations (2014)
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Deconstructing the Concept of ‘Incidental’ L2 Vocabulary Learning
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Assessment and Feedback: Examining the Relationship Between Self-assessment and Blind Peer- and Teacher-assessment in TOEFL Writing
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6 |
The Interactional Dimension of LOA: Within and Beyond the Classroom
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8 |
Second Language Pragmatic Competence: Individual Differences in ESL and EFL Environments
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12 |
An Interview with APPLE Lecture Speaker Professor Alister Cumming
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13 |
Prosody in the Production and Processing of L2 Spoken Language and Implications for Assessment
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16 |
Business and Service Telephone Conversations: An Investigation of British English, German, and Italian Encounters
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Abstract:
Prior research of telephone service encounters have dealt with specific strategies used by speakers as well as their practical implications (Lee, 2011; Stokoe, 2013). Taking interactional data from three European languages, namely British English, German, and Italian, Varcasia’s 2013 book, Business and Service Telephone Conversations, sets out to apply “pure” Conversation Analysis (CA) findings (ten Have, 2007) to analyze the various strategies used by speakers when responding to pre-request for services and requests for information during telephone service encounters. The text contributes to the research on institutional interactions and cross linguistic comparison, and also presents practical implications with regard to formal business telephone services and the training of call center professionals.
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Keyword:
Call centers; Conversation analysis; Education; English language--Study and teaching--Foreign speakers; Intercultural communication; Linguistics
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URL: https://doi.org/10.7916/D8348JZJ
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17 |
Reflections on TCCRISLS 2014: Roundtable on Learning-Oriented Assessment in Language Classrooms and Large-Scale Assessment Contexts
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Exploring Language Assessment and Testing: Language in Action
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20 |
The Conceptualization and Operationalization of Diagnostic Testing in Second and Foreign Language Assessment
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