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POLYU
ENGLISH DEPARTMENT SEMINAR:
Communication, Concerns and Current Research
in
The Information Technology Enabled Services (ITES) Industry
Dr Gail Forey & Dr Jane Lockwood
Assistant Professor, Department of English PolyU
Tuesday 7 March 2006
6:00 - 7:30 PM (refreshments from 6:00-6:30)
Venue: The Hong Kong Polytechnic University, AG434
Abstract
The Information Technology Enabled Services (ITES) industry is the fastest growing user of English language training in the world. The two major destinations for outsourced processing and call centres are India and the Philippines, with China becoming ever more important. In this paper I will discuss the most recent research in this newly evolving industry. I will discuss many of the problems and questions this industry is facing, issues such as:
- How can we make English language training relevant for companies and participants in the call centre and ITES industries?
- What is the value of English language communication for a company?
- Are English language skill levels measured accurately for recruitment and training needs?
- What are the issues in developing Quality scorecards that reflect quality targets, communication needs and training agendas?
- What is involved in doing a language audit in an ITES company?
- What are the current best practices in English language communication, assessment and training, and trainer education for ITES Asia?
The answers to these questions are critical for ensuring appropriate English language skills in non-English speaking countries. In discussing some of the trends in current research I will draw on a study undertaken by Forey and Lockwood, and will report some of the initial findings from their study.
The growth in the ITES industry is something which affects the daily life of everyone. The extent to which we are faced with communicating through the telephone, or through e-mail for services is increasing on a regular basis. An understanding of current trends and communicative needs (which is at the heart of the industry) is important for applied linguists, business, communication studies and the customer.
Biodata
Gail Forey is an Assistant Professor in the Department of English at the Hong Kong Polytechnic University (PolyU). She has taught and researched in England, Australia, Japan, Philippines and Hong Kong. Her research interests are critical discourse analysis, English for specific purposes and systemic functional linguistics. Gail has published research related to workplace and professional communication, as well as advanced academic literacy. She is Associate Director for the Research Centre for Professional Communication in English at PolyU
Dr McAndrew’s research is ongoing in the broad areas of TESOL, ideology and online learning. Currently this includes the co-writing of the book Focus on discourse, which discusses the implications of a discourse-based approach to pedagogy; the writing of the book Analysing ideology, which explores the relevance of intertextuality, heteroglossia and systemic functional linguistics to the analysis of ideology.
ALL ARE WELCOME
Parking is available – please contact
Zoe Mak to organise a parking voucher.
(Tel. 2766 7573,
egzoemak@inet.polyu.edu.hk ) |