RESEARCH TITLE

Call Centre Communication: an analysis of interpersonal meaning

Conference papers

Forey, G., & Wan Y. N. (2006) “Interpersonal language in call centre discourse”. Paper at the Inaugural Conference: Talking across the world, English communication skills for the Information Technology Enabled Services Industry. Manila, Philippines. February 24-25, 2006.

Wan, Y. N. (2007a). “The Interpersonal Language of Complaint Calls”. Paper at the 2nd International Conference: Talking across the world, English Communication Skills for the ITES industry. Manila, Philippines. May 31-June 2, 2007.

Wan, Y. N. (2007b). “The Exchange of Interpersonal Meaning in Call Centre Conversations”. Paper at the 34th ISFC: Systemic Functional Linguistics in Use. University of Southern Denmark, Odense, Denmark July 16-20, 2007.

Wan, Y. N. & Hood, S. (2007c). “Meaning potentials of voice quality features as a graduation resource in call centre interactions”. Paper at the Discourses and Cultural Practices. University of Technology, Sydney, Australia, November 29, 30 and December 1, 2007.

Wan, Y. N. (2008a). “Call Centre Interaction: Interpreting interpersonal attitude through voice and verbiage”. Paper at The 3rd Talking Across the World Conference: English Communication Skills for the ITES industry, Bangalore India, April 25-26, 2008.

Wan, Y. N. (2008b). “Exchanging interpersonal meaning in call centre conversations”. Paper at The First Faculty of Communication Postgraduate Research Symposium, The Hong Kong Polytechnic University, Department of English and Bilingual Studies, Hong Kong, March 29, 2008.

Forey, G. and Wan, Y. N. (2008c) “Language and society: the Philippine BPO industry”. Paper at Critical Dimensions in Applied Linguistics, Applied Linguistics Association of Australia, 33rd Annual conference. July 4-6, 2008.