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Direct linkMirchandani, Kiran – Journal of Workplace Learning, 2012
Purpose: This paper aims to focus on the communications skills training given to transnational call center workers in India whose jobs involve providing customer service to Western customers. Emotion work is a key component of customer service jobs, and this work is constructed as an important soft skill. Design/methodology/approach: Between 2002…
Descriptors: Foreign Countries, Job Skills, Communication Skills, Telecommunications
Jurasaite-Harbison, Elena – Journal of Workplace Learning, 2009
Purpose: The purpose of this paper is to explore informal contexts of teachers' workplace professional learning and inform educational researchers, teacher educators, administrators and teachers about ways in which teachers learn to improve their practice. By questioning how teachers learn on-the-job to be better teachers and how school cultures…
Descriptors: Informal Education, Learning, School Culture, Comparative Analysis
