Unformatted text preview: 48, USA. d:/3socio/4-3/cameron.3d ± 29/6/0 ± 21:5 ± disk/mp 324 CAMERON instance, Fiona Czerniawska (1998) explains that the adoption of new managerial approaches in a context of intensi®ed global competition has sharpened
awareness of language as a valuable commodity, potentially a source of
`competitive advantage', which therefore needs to be `managed' rather than
simply left to take care of itself. Particularly in the service sector of the economy,
whose growth is one feature of globalization, one may observe an increasing
tendency for employers to regulate even quite trivial details of workers' talk
(Cameron 2000; du Gay 1996).
Here I examine the imposition on one group of English-speaking customer
service workers (telephone call centre operators)2 of a particular speech style as
the norm or `standard' for interaction on the job. As well as discussing the
means used by organizations seeking to exert control over the speech of their
employees, I will discuss some of the sociolinguistic characteristics of the speech
style that is prescribed as a...
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- Spring '08
- The Land, Call centre, Blackwell Publishers Ltd.