Developing an English for specific purpose curriculum for Asian call centres: How theory can inform practice

Lockwood, Jane

doi:10.1016/j.esp.2011.05.002

Cited by 47 publications

(33 citation statements)

References 12 publications

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“…Analyzing learners" needs is a reliable way to designers to foster effective curriculum (Akyela and Ozek, 2010;Benesch, 1996;Lockwood, 2012). Richards (2001) added that a needs assessment guarantees a flexible, modifiable curriculum rather than ridged, linear curriculum that is designed in advance by teachers (Idris, et al, 2007).…”

Section: Literature Review and Related Studiesmentioning

confidence: 99%

English for Specific Purposes in Palestinian Context: Determining EFL Cadets' Needs at Al Istiqlal University

Qaddomi¹

2013

TPLS

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Abstract-This study aimed at determining EFL cadets' needs at Al-Istiqlal University in Palestine. In addition, the study sought to reveal how cadets rated their own competence in particular skills in EFL, and what they really need from their EFL course. The study was conducted on a random sample of 91 cadets. The findings showed that Al-Istiqlal University cadets' level in EFL is intermediate as the total score mean was 3.4 (68.0 %). Also, results showed that cadets' needs of EFL gained a very important level where its mean was 3.67 (73.4 %). Moreover, results indicated that the most serious difficulty which faces the cadets, as they perceive future workplace, in learning EFL is following English conversations. In addition, results revealed that there were significant differences in AU cadets EFL needs on all domains in favor of Police Sciences, Military Sciences, and MIS over the Psychology Security due to major variable.

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Section: Literature Review and Related Studiesmentioning

confidence: 99%

English for Specific Purposes in Palestinian Context: Determining EFL Cadets' Needs at Al Istiqlal University

Qaddomi¹

2013

TPLS

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“…Call center agent evaluations are most often looked at in terms of language skills of the agent (Downing, 2011;Lockwood, 2012). However, in the Brighton case, and possibly many other call centers, markdowns on the evaluation should be seen as a shared responsibility between how information was delivered to the agents, how the call center trained the agents to handle calls, and how the agents were and were not able to negotiate the information and training they received.…”

Section: Control Communication and Knowledge-building In Asian Callmentioning

confidence: 99%

Control, Communication, and Knowledge-Building in Asian Call Centers

Lombard¹

2014

CLaW

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“…Research gives importance on the cultural, institutional and discipline practices as the beginning of an ESP curriculum for call centers (Lockwood, 2012). However contextual and situational understanding of the New Rhetoric and interdisciplinary approach i.e.…”

Section: Introductionmentioning

confidence: 99%

“…However, the concern over English communication skills is also noticeable in other Asian call centers. There are examples that despite huge investment, the call centers are plagued by the problems of language training and assessment of CSRs (Lockwood, 2012 Dhaka (30), Chittagong (4) and Sylhet (1). But BACCO (Bangladesh Association of Call Centers and Outsourcing) confirms that only 33 call centers cannot even indulge in full operation because of problems like lack of skilled manpower and necessary facilities that they expect from the government.…”

Section: Introductionmentioning

confidence: 99%