영문목차
Prologue=vii
Acknowledgements=ix
1. Introduction: Good to talk?=1
2. Codifying 'communication': knowledge, authority and standards=24
3. Talk as enterprise: communication and culture change at work=53
4. Communication factories: inside the call centre=91
5. Schooling spoken discourse=125
6. Communication and the pursuit of happiness=149
Epilogue=178
Appendix: Research methods and research ethics=184
Notes=188
Bibliography=201
Index=208