This research thesis analyzes the characteristics of communication work in a call centre, by examining the communication work at a Swedish call centre which is outsourced to Latvia. The thesis studies the ways in which communication with the customers is organized, carried out and assigned meaning. Theoretically, the thesis draws on both critical and management-oriented perspectives of work. The empirical investigation combines participant observations at the call centre with individual interviews, mainly conducted with operators and management staff. The communication work is analyzed both as labour and as communicative activity. The concept of labour focuses upon the relation between employer and employee. Therefore, the analysis is placed within the framework of a capitalistic production system, through a survey of the economic and the organisational working conditions. The communicative activity deals with how the telephone conversations with the customers are enacted. In that part of the analyses, the working routines and the meaning making practices are illuminated. As examined in the current research, the communication work is indeed constructed in an alienated manner, through high levels of standardization, immobility, and estrangement from both customers and the customers’ culture. Nonetheless, merely being employed has meant significant economic security for the operators of the Latvian call centre. The operators are incumbents of a society affected by deep economic crises with high unemployment rates. In relation to their broader society, the employees have found meaning within their immediate social situation. This may explain why they endure the monotonous work with few opportunities for development.

The purpose of this essay is to investigate Year 5 pupils’ evaluation of their own abilities regarding spoken English and to see if this is reflected in an individual’s communicative activity and participation in the lesson. This essay also poses the question if it is possible to increase spoken communicative activity in the lesson through a three-week programme of interactive exercises designed to emulate the criteria of the syllabus and the National Test. A class of 24 pupils participated in the study. The material was collected through a pre-study questionnaire and a post-study evaluation, class logbook writing after each activity and my own active observations as teacher. Results show that although the majority of pupils at this age believe they can cope in a communicative situation in English, this is no guarantee of their active participation in classroom speaking activities. However, communicative activity can be increased with the establishment of the dialogical classroom characterised by genuine discourse, authentic questions and subjects relevant to the age group. At this stage, differences can be witnessed in pupils’ language skills with some able to use language strategies to achieve understanding whilst others rely on translation into their mother tongue. The study concludes that controlled practice helps those pupils with lower self confidence in the subject and pair- or group work maximises participation from all parties. It is essential that the teacher draws on the pupils’ enthusiasm for the subject in order to create a successful forum for language acquisition.

No description available.