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An Interview with Dr. Bambi Schieffelin
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In: Studies in Applied Linguistics & TESOL, Vol 20, Iss 1 (2020) (2020)
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| 2 |
Narrating the Visual: Accounting for and Projecting Actions in Webinar Q&As
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In: Studies in Applied Linguistics & TESOL, Vol 18, Iss 1 (2019) (2019)
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| 3 |
Enabling Institutional Messaging: TV Journalists’ Work with Interviewee Responses
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In: Studies in Applied Linguistics & TESOL, Vol 18, Iss 1 (2019) (2019)
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| 4 |
An Interview with APPLE Lecture Speaker Professor James Pennebaker
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In: Studies in Applied Linguistics & TESOL, Vol 17, Iss 1 (2017) (2017)
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| 5 |
Computer Mediated Collaborative Word Search in Online Tutoring: A Single Case Analysis
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In: Studies in Applied Linguistics & TESOL, Vol 16, Iss 2 (2016) (2016)
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| 6 |
Multimodality in the Classroom: An Introduction
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In: Studies in Applied Linguistics & TESOL, Vol 16, Iss 2 (2016) (2016)
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| 7 |
From Aha Moments to Ethnomethodology: A Conversation with Hugh Mehan
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In: Studies in Applied Linguistics & TESOL, Vol 15, Iss 1 (2015) (2015)
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| 8 |
An Interview with APPLE Lecture Speaker Professor James Paul Gee
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In: Studies in Applied Linguistics & TESOL, Vol 15, Iss 1 (2015) (2015)
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| 9 |
Business and Service Telephone Conversations: An Investigation of British English, German, and Italian Encounters
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In: Studies in Applied Linguistics & TESOL, Vol 14, Iss 1 (2014) (2014)
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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:
English language; LB5-3640; PE1-3729; Theory and practice of education
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URL: https://doi.org/10.7916/salt.v14i1.1320
https://doaj.org/article/a268e243758949cebb6f78f3a3e725db
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