Part I: Current Issues in English Communication in the Globalized Workplace
Chapter 1. Introduction
Chapter 2. English in Tiers in the Workplace: A Case Study of Email Usage
Chapter 3. English as a Key Resource to Business and Development
Chapter 4. Communication Skills in Contemporary Service Workplaces: Some Problems

Part II: Managing the Telephone Relationship with the Customer: Interpersonal Complexity
Chapter 5. “I was so angry. It was unbelievable…” A Comparison of Written and Spoken Customer Service Complaints
Chapter 6. Naming and Negotiating Relationships in Call Centre Talk
Chapter 7. Call Centre Discourse: Graduation in Relation to Voice Quality and Attitudinal Profile
Chapter 8. Researching and Understanding Accent Shifts in Indian Call Centre Agents

Part III: Language, Culture and Training in the Globalized Workplace
Chapter 9. Talking About Talking: Comparing the Approaches of Intercultural Trainers and Language Teachers
Chapter 10. Reconceptualizing Culture for Workplace Communication
Chapter 11. India Rising: The Need for Two Way Training
Chapter 12. Call Center Training and Language in the Philippines
Chapter 13. What Causes Communication Breakdown in the Call Centres? The Discrepancies in the Communications Training and Research

Part IV: Communication Skills: Assessment and its Uses
Chapter 14. Consulting Assessment for the Business Processing Outsourcing (BPO) Industry in the Philippines
Chapter 15. Language Assessment in Call Centres: The Case of the Customer Service Representative

Part V: Beyond the Workplace: Social Implications
Chapter 16. Language Globalization & the Workplace: Education and Social Implications