Communicative coping mechanisms of Filipino call center agents on job-related racism

Date

10-2013

Degree

Bachelor of Arts in Communication Arts

College

College of Arts and Sciences (CAS)

Adviser/Committee Chair

Emmanuel V. Dumlao

Abstract

The Philippines, as among the top outsourcing destinations in the world, continues to bask in the blessings of the BPO industry. While it has brought economic growth through the revenue it has generated and employment opportunities it has provided, it conceals under its wing a liberal practice of ignoring, tolerating, and thus perpetuating racism against Filipino call center agents. This thesis presents these experiences of job-related racism that continues to challenge Filipino call center agents in an alarming regularity. Through the lens of cross-cultural communication, this thesis examines the communicative coping mechanisms Filipino call center agents employ and resort to during experiences of job-related racism, following Ting-Toomey?s (1988) Face-Negotiation Theory. Focused groups and interviews were conducted to gather data which were later transcribed, analysed, and categorised into themes using Owen?s (1984) criteria on Interpretive Themes in Relational Communication. Analysing eleven (11) overarching themes that emerged from the responses and its contextualization in the general picture of the BPO industry in the Philippines, the themes examined (1) the communicative coping mechanisms of Filipino call center agents on job-related racism and (2) the factors that directly affect these communicative coping mechanisms. Findings of this research suggest that participants? communicative coping mechanisms, though mostly passive, can also be aggressive or diplomatic. Further, their communicative coping mechanisms are greatly affected and determined by (1) their perceived forms of racism and (2) their social and economic status as citizens of a third-world country.

Language

English

Call Number

LG 993.5 2013 M3 /P36

Notes

status: in process

loc: UPLB Main Library Cataloging Section

Document Type

Thesis

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