Thank You for Your Call: Socialization to Shakaijin through Telephone Role-plays in a Japanese Company

機関リポジトリ

この論文をさがす

説明

From the perspective of language socialization, this article analyzes how new employees in a Japanese company are trained to answer a telephone call in a stylized manner in order to display a professional persona, shakaijin `mature, contributing adult in society'. In workplaces in the modern world, it is common that experts impose particular forms of discourse on employees to create the desired corporate image for customers (e.g., Cameron 2000; Hanser 2008). This phenomenon is called “technologization of discourse" (Fairclough 1996), and employees are forced to engage in “aesthetic labor" (Warhurst and Nickson 2009) for customer service. In Japan, new employees are trained to do aesthetic labor not only for customer service but also to display their professional personae, shakaijin (Cook 2018; Dunn 2011). Explicit socialization of new employees in Japanese companies aims to transform their everyday behaviors to a particular kata `form'. This article examines in detail how the new employees are socialized into the kata of business telephone calls by engaging them in a role-play.

収録刊行物

キーワード

詳細情報 詳細情報について

問題の指摘

ページトップへ