DR. JANE LOCKWOOD
BOOKS & BOOK CHAPTERS
Let's Discuss It
Macmillan 1980 (A book of roleplay material for Intermediate level students)
The Language of Childbirth
AMEP 1984 (This comprised a report, a student course book, teacher book, audio visual program for use in ante-natal classes, Australia-wide)
Recipes for Tired Teachers
(Ed Chris Sion) Addison Wesley 1985 (Unit 4 Listening no1 “Graphic Experiences”)
The Australian English Course Level 1
CUP 1992 ( A coursebook and teacher manual, co-authored with David Nunan)
The Australian English Course Level 2
CUP 1993 ( A coursebook and teacher manual, co-authored with David Nunan and Sue Hood)
Contact US
( a course book of 100 hours of language and intercultural training for global call centres operating in NNS destinations co-authored with Hayley McCarthy) CUP (2010)
Globalisation, Communication and the Workplace
The Continuum International Publishing Group Ltd. Co-editor with Dr. Gail Forey (2010)
Call Centre Communication Course
(an on-line delivery programme of 25 hours self study tuition co-authored with Hayley McCarthy) Published by Clarity Software, Hong Kong. (2010)
BOOK CHAPTERS
An Interdisciplinary Approach to teaching Adults English in the Workplace (2007)
In J.Cummins and C. Davison (eds) International handbook of English Language Teaching: New York, Springer, pp. 401-415. This article was based on my doctorate findings regarding the value of using business management and adult learning theorised frameworks to investigate English communication courses offered in workplaces.
Englishes in the Philippine Business processing Outsourcing Industry: Issues, opportunities and research (2008)
Lockwood,J.Forey,G., & Price, H. In M.L.S. Bautista and K. Bolton (eds) Philippine English: Linguistic and Literary Perspectives. Hong Kong , Hong Kong University Press, pp.157-172. This study was based on authentic contact centre spoken exchanges of Filipino agents and requirements for communications support. It argues for intercultural and linguistic approaches to communications support.
Call centre Measurement Processes in Non-English Speaking Contexts (2009)
Lockwood,J. Forey,G & Elias, N. In D. Belcher ( Ed) English for Specific Purposes in Theory and Practice. USA: University of Michigan Press pp.143-165. This study looks specifically at how contact centres carry out quality assurance processes using scorecards.It is highly critical of these industry scorecards because of the untheorized construction of the ‘laundry list’ approach to appraising and diagnosing communication problems. The authors argue that these scorecards generally have a negative washback into communications training and coaching.
Globalization, Communication and the Workplace.Continuum UK (2010)
Lockwood, J. & Forey,G. This is an edited book of articles written by academics working in the field into the business processing outsourcing (BPO) industry and covers important topics such as English communication training, intercultural differences, accent in contact centres and assessment processes.
In Globalization, Communication and the Workplace (Forey, G &Lockwood, J (Eds) Continuum International Publishing Group Ltd. This chapter in the edited series specifically explores the causes of communication breakdown in Asian contact centres and the implications for targeted training
In Globalization, Communication and the Workplace (Forey, G &Lockwood J (Eds) Continuum International Publishing Group Ltd. This chapter in the edited series investigates the role of different kinds of formative and summative assessment developed by the BPO industry for recruitment, training and on the job appraisal and diagnostic purposes.
Training the call centre communications trainers in the Asian BPO industry (2014)
In Bhatia,V. &S. Bremner (Eds) The Routledge Handbook of Language and Professional Communication. Routledge. London & New York. (pp 501-521). This chapter explores the knowledge , skills and awareness set required by trainers and coaches working in the contact centre industry in Asia and suggests the kind of support they require to carry out their roles and responsibilities effectively.
In Shrestha, P. (Ed) Current Developments in English for Academic and Specific Purposes: Local Innovations and Global Perspectives. Garnet Publishing Ltd. U.K. This chapter is based on the theoretical framework that emerged in my doctorate studies with specific reference to how ESP syllabus development is carried out for Asian contact centres.
Innovations in workplace communications assessment: Measuring performance in Asian call centres (2015)
In de Silva Joyce, H & Feez, S. Exploring Literacies: Theory, Research and Practice. Cambridge Scholar UK. This chapter looks in general at the English language assessment needs in Asian contact centres with a specific example of an innovative approach.
Lockwood, J. Finch, S, Ryder,N.Gragorio, S,Dela Cruz,Cook, B & Ramos, L . In L.Pickering, Friginal, E& Staples, S.(Eds) Talking at Work. Corpus based explorations of workplace discourses. Palgrave Macmillan. UK. This chapter looks at the linguistic and intercultural responses made by contact centre agents when they are dealing with angry customers, and has implications for training and coaching.
Towards a specific writing language assessment at Hong Kong Universities (2017)
In Flowerdew, J. & Costley, T. (Eds) Discipline specific writing: from theory to practice. Routledge, UK. This chapter develops a framework for developing highly specific English for academic purposes assessments in a tertiary contaxt.
JOURNAL ARTICLES
ELT curriculum design in Hong Kong workplaces: Interdisciplinary implications for ESP teacher education (2001)
In Hong Kong Journal of Applied Linguistics, 5(2), pp.83-94. This article builds on my doctorate findings about the conceptualisation of building ESP curriculum for Hong Kong workplaces.
Assessing ELT workplace programmes (2001)
In Curriculum Forum, 10(2), pp.40-52. This article builds on my doctorate findings about how best to measure outcomes from English communications courses conducted in Hong Kong workplaces.
Forey,G. & Lockwood, J. In English for Specific Purposes, 26, pp.308-326. This is one of the earliest studies into the nature of communicative exchange in Asian contact centres. From an analysis of a large data set of authentic calls, the authors found that there are set generic stages in the exchange, and they were able to identify where communication breakdown actually occurs.
The workplace, the society and the wider world: The offshoring and outsourcing industry (2009)
Hamp-Lyons, L & J. Lockwood. In Annual Review of Applied Linguistics (ARAL) 29; pp. 145-167. This is a general article describing the English language challenges for the outsourcing industry setting up local workplace teams in Asia.
In The Encyclopedia of Applied Linguistics.(Ed) Chapelle,C.A. Oxford,UK: Wiley-Blackwell. This article explores the challenges facing ESP assessment approaches in business and professional contexts and suggests one that heavily involves workplace stakeholders in defining what matters for successful communication in their contexts.
In Journal of Business Communication.Vol 49, Issue 2 pp107-127.This article reviews the different recruitment assessment approaches used by contact centres in Asia when they employ good communicators. It deconstructs some of these tools form a validity, reliability and practical points of view suggesting ways of improving these measures.
In English for Specific Purposes Journal.(31) pp14-24.This article explores how language theory, and specifically functional theories of language and ESP approaches can directly inform the construction of ESP curriculum. One of the main messages is that curriculum developers must have access to the authentic textual exchanges foe analysis before developing training and coaching solutions.
The Economics of good communication in outsourced and offshored call centres: How much does good English communication cost in Asian call centres? (2012)
In Fabiano E. Molielli & L. Paccagnella (Eds) The Economics of Regulation and Outsourcing. Nova Science Publishers Inc. New York. This study focusses on the cost of not providing valid, reliable and practical assessment solutions in the Asian contact centre industry suggesting that much money is wasted on poorly conceived and implemented assessment, training and coaching for English communication.
English language assessment for the Business Processing Outsourcing (BPO) industry: Business needs meet communication needs industry (2012)
In English Language and Literature Studies. Vol 2. No. 4. This is a study on the mismatches between the industry and the academe in the provision of communications assessment, training and coaching in contact centres.
The Diagnostic English Language Tracking Assessment (DELTA) writing project: a case for post-entry assessment policies and practices in Hong Kong Universities (2013)
In Papers in Language Testing and Assessment. LTRC, University of Melbourne.Vol.2.pp1-19. This paper describes the first phase of the development of the DELTA assessment based on the needs analysis study and isolates the areas of need for post entry students at Hong Kong universities.
International communication in a technology services call centre in India (2013)
In World Englishes,Vol.32.No. 4.pp 586-600. This study is based on findings at a large Indian - based multinational IT firm where senior Indian engineers have to communicate on a regular basis with their global counterparts. It explores the different kinds of Englishes they need to understand and raises the issue of how best to accommodate for these.
English for (very) Specific Business Purposes-A pedagogical framework (2013)
In AESPJ Special Issue. Vol 9. No.2. This study provides a framework for designed specific need curriculum for different groups of learners in the workplace. There are clear implications form this study for pedagogical approaches and assessment measurement.
In Language Testing in Asia.4:9 (pp1-11). This article focuses on LSP assessment approaches in Asian contact centres and suggests that the measurement tool and set of processes may be more or less specific depending on the outcomes required. It suggests that there is not a one size fits all assessment approach that can do this.
In Language and Intercultural Communication. Vol. 15 No: 1. This article explores how onshore managers are communicating with their offshore teams when they meet virtually. This study is based on a training needs analysis carried out by a large multinational company with an increasing presence in Asia and suggests that whilst there are strategies that can be developed, there are also opportunities for communications coaching of managers.
The English Immersion Program: measuring the communication outcomes (2015)
In Indonesian EFL Journal. Vol. 1. No. 1.This study explores how the communication gains are currently measured with Hong Kong tertiary students who travel to English speaking destinations such as Australia for short immersion courses. It suggests that the gains are more in intercultural understanding and confidence gain rather than proficiency gain.
Proceedings of the 2013 BALEAP Conference. The Janus Moment: Revisiting the Past and Building the Future. Reading, UK: Garnet (2015)
Hamp-Lyons,L., & J. Lockwood (2015) Kavanagh, M., & Robinson, L. (Eds.). This study explores how automated writing assessment tools and processes may be developed for early tertiary study students at Hong Kong universities.
Lockwood, J. & Forey, G. In Discourse and Communication. This article reports on a systemic functional linguistic (SFL) analysis of authentic recordings of onshore managers communicating with their offshore teams. The findings suggest that much of the communication breakdown relates to how managers use language to close down discussion; this has obvious implications for communications coaching of those managers to improve virtual project meeting outcomes.
Strategies for accommodation in a virtual business project based in China (2016)
Lockwood, J. & Song, F. In Journal of Business Communication. This article is based on recordings from an ITO outsourced company in China where local Chinese staff were communicating virtually and on a regular basis with US engineers. This study found that linguistic accommodation strategies were minimal and that communication was greatly facilitated by scaffolding the exchange in a routine way, which the authors call ‘external accommodation’.
Can subject matter experts rate the English language communication skills of customer services representatives (CSRs) working in an Indian contact centre? (2016)
Lockwood, J. & Raquel, M. In Language Assessment Quarterly.
This study was carried out in a UK multinational company that has outsourced its contact centre to India and explores how effective the knowledge transfer is where quality assurance specialists have been trained to use BUPLAS for communications coaching. The study, using Rasch and Facets analyses, found them to be reliable.
An analysis of web chat exchange in an outsourced service account in the Philippines (2016)
In English for Specific Purposes. This study is based on a data set of web chat exchanges collected from a telecommunications company in Manila. It found that the business requirements for web-chat were frustrating the effectiveness of the exchanges and provides implications for improvements.