Meet the authors
Degree in English from Cambridge University.
Hayley's research interests in intercultural communication in the call center industry have prompted several of her articles on this issue to be published in both local and international periodicals allied with the industry. Hayley has experience working as a consultant for call centers and BPOs across Asia as well as on several intercultural communication curriculum development projects.
PhD in workplace English curriculum development and evaluation processes from Hong Kong University.
Jane Lockwood is the head of the English Language Centre at the Hong Kong Institute of Education, having previously headed the Centre for Professional and Business English at the Hong Kong Polytechnic University. Since 2002, Jane has been applying academic principles to improve performance in BPO communication through consulting, training and assessment services throughout Asia.
An accomplished BPO training professional, Philippe has brought insights into the link between industry and language teaching to the creation of this course book.
Steven James Finch
After spending almost a decade working throughout Asia teaching English for Specific Purposes, Steven is now a senior communication training specialist and curriculum developer at FuturePerfect Business English Specialists.