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Basic Training Business English: Telefonieren. by O'Brien Browne

By O'Brien Browne

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1995b). The Discourse of Negotiation: Studies of Language in the Workplace. Oxford: Pergamon. , & Baker, C. ). ’ Fox, R. (1968). ‘The Samaritans’. In H. L. P. ), Suicidal Behaviors: Diagnosis and Management (pp. 405–417). Boston: Little Brown. Frankel, R. M. (1989). ”: some observations on the intersection of speaking and writing in calls to a poison control center’.

Uk . It is also important to mention here that the term ‘help’ is best seen as differentially serving the interests of both the caller and the companies or institutions providing the helpline service. For example, the call to a city council helpline may resolve the caller’s specific problem regarding planning permission, while also fulfilling important bureaucratic and public-relations functions for the city council providing the helpline. . Call-takers may not, strictly speaking, be completely anonymous, but it is our experience that exceptionally few helplines operate where call-takers disclose their full names or other distinctive markers of their individual identity.

Microsoft (Sydney, Australia) have now abandoned this payment arrangement and replaced it with the free ‘first-tier’ format. Needless to say, the issue of payment remains a live and delicate issue – for both callers and call-takers. . Cameron (2000: 93) reports that there were 5,000 call centres in the UK in 1998. au, estimates that by 1999 Australia had between five to six thousand call centres. . 31 (31) Calling for help quality reasons). The authors show how call-takers commonly deviate from the strict ‘script’ format when attempting to diagnose callers’ problems.

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