Jenny Yau-ni WANSenior Lecturer
PhD in Applied Linguistics, The Hong Kong Polytechnic University
B.A. (Hons) Language Studies with Business, PolyU
Courses TaughtEnglish Usage
English Writing
Language of the Mass and Social Media
Research InterestsWorkplace Communication
Business Telephone Conversations
Systemic Functional Linguistics
Selected PublicationsWan, Y. N. (2018). Functions of frequently used back channels in a corpus of intercultural conversations.Journal of Intercultural Communication(issue 46). Retrieved from http://immi.se/intercultural/nr46/wan.html
Wan, Y. N. (2017). Construing negotiation: The role of voice quality features in American- Filipino business telephone conversations.Language and Dialogue, 7(2), pp. 137-163. Retrieved from https://benjamins.com/catalog/ld.7.2.01yau
Wan, Y. N. (2017). Maam, let me tell you our story. Analyzing interpersonal relationship and recount structure in American-Filipino call centre complaint conversations.Online Proceeding of Doing Research in Applied Linguistics 3 / 19th English in South-East Asia Conference 2017(Eds.), pp. 338-359. Retrieved from http://sola.kmutt.ac.th/dral2017/proceedings/5-6Additional/338 359_Maam,%20let%20me%20tell%20you%20our%20story_Wan%20Yau%20Ni.pdf
Wan, Y. N. (2015) Professional Discourse Analysis: Specific Language Features in Telephone Communication Breakdown. Proceedingof ICLLS 2015: First International Conference on Linguistics and Language Studies(Eds.), pp. 164-179. Retrived from http://docs.wixstatic.com/ugd/2b7f97_7ff850f68c68469bb7943b3054af7ffe.pdf
Wan, Y. N. (2010). Call centre discourse: Graduation in relation to voice quality and attitudinal profile. In G. Forey and J. Lockwood (Eds.),Globalisation, Communication and the Workplace.London: Continuum, pp. 106-124.
Wan, Y. N. (2008). The exchange of interpersonal language in call centre conversations.Systemic Functional Linguistics in Use, Odense Working Papers in Language and Communication, Nina N?rgaard (ed.) 29, 825-839.
Selected Conference PresentationsWan, Y. N. (2019). “Childhood Anthropocentrism: An initial study of Animal Metaphor in Cantonese and Minnan Nursery Rhymes.” Paper given at Language and Ecology: Towards a Shared Narrative in Interdisciplinary Research 2019, Hong Kong Shue Yan University, HONG KONG, September 5-7,2019.
Wan, Y. N. (2019). “Interpreting Media Literacy: A Pilot Study of Interpersonal Meaning in YouTube Wedding Speech.” Paper given at ICLLS 2019: Fifth International Conference on Linguistics and Language Studies, Caritas Institute of Higher Education, HONG KONG, June 25-26, 2019.
Wan, Y. N. (2019). “Multilingual print advertisements: Linguistic features of English-mixing advertisement in Hong Kong.” Paper given at International Conference on Multilingual Acquisition and Multilingual Education, The Education University of Hong Kong, HONG KONG, June 22 – 24, 2019.
Wan, Y. N. (2019). “University e-learning platform: Exploring patterns of lexical stance markers in online group discussion.” Paper given at 2019 Alternative Approaches to English Language Learning and Teaching, The Chinese University of Hong Kong, HONG KONG, May 27- 28, 2019.
Wan, Y. N. (2018). Exploring university students’ peer review competence: A preliminary study of cognitive and affective feedback in language assessment. Paper given at 2018 International Conference on Bilingual Learning and Teaching, The Open University of Hong Kong, HONG KONG, October 25-27, 2018
Wan, Y. N. (2018) Peer assessment in ELT: A critical evaluation of Peer Review written by L2 learners in a private University in Hong Kong. Paper given at The International Conference on English Language Education in the Chinese Context, The Education University of Hong Kong, HONG KONG, May 4-5, 2018.
Wan, Y. N. (2017). Language of persuasion in ESP writing: Personal recount in travelers online complaints. Paper given at International Conference on ESP, New Technologies and Digital Learning, The Hong Kong Polytechnic University, HONG KONG, December 7-9, 2017.
Wan, Y. N. (2017). Tourism discourse analysis: International travelers e-complaints, and e- response letters from management group of Hong Kong 5-stars hotels on TripAdvisor. Paper given at Third International Conference on Linguistics and Language Studies, The Open University of Hong Kong, HONG KONG, June 29-30, 2017.
Wan, Y. N. (2017). Maam, let me tell you our story. Analyzing interpersonal relationship and recount structure in American-Filipino call centre complaint conversations. Paper given at Doing Research in Applied Linguistics 3 / 19th English in South-East Asia Conference 2017, King Mongkuts University of Technology Thonburi, Bangkok, THAILAND, June 22-24, 2017.
Wan, Y. N. (2017). Well, Oh, Right: An analysis of backchannels used in intercultural dialogues. Paper given at The 6th International Conference on English, Discourse and Intercultural Communication & The 23rd International Conference of the International Association for Intercultural Communication Studies, Macao Polytechnic Institute, MACAU, June 6-8, 2017.
Wan, Y. N. (2016). Writing mini-research paper: The challenges from non-English major students in a private university in Hong Kong. Paper given at 11th International Symposium on Teaching English at Tertiary Level: Rethinking ELT in Higher Education, The Hong Kong Polytechnic University, HONG KONG, December 9-10, 2016.
Wan, Y. N. (2016). How to sound nice and helpful? Managing communication skills in telephone service encounter by L2 customer service representatives. Paper given at The 4th Forum on Applied Linguistics, Guangdong University of Foreign Studies, Guangzhou, CHINA, December 3-4, 2016.
Wan, Y. N. (2016). The role of scorecards in call centre conversation assessment. Paper given at 2016 International Conference on Applied Linguistics & Language Teaching, National Taiwan University of Science and Technology, TAIWAN, Apr 15-16, 2016.
Wan, Y. N. (2015) Professional Discourse Analysis: Specific Language Features in Telephone Communication Breakdown. Paper given atICLLS 2015: First International Conference on Linguistics and Language Studies, Caritas Institute of Higher Education, HONG KONG, Apr 9-10, 2015.
Wan, Y. N. (2013) Workplace Communication: An Analysis of General and Complex Calls in Filipino Insurance Call Centres. Paper given atIALIC 2013: Language and Intercultural Communication in the WorkplaceCritical Approaches to Theory and Practice,Hong Kong Baptist University, HONG KONG, Nov 29 – Dec 1, 2013.
Wan, Y. N. (2013) Exchange Structure at Points of Negotiation in Call Centre Conversations. Paper given at the4th International Conference on English, Discourse and Intercultural Communication (Part 1 Macao), MACAU, Jun 4-7, 2013.
Wan, Y. N. (2013) Expected and Discretionary Responses in Complex Call Centre Conversations. Paper given atGreeting the New Age of ESP: Practice, Innovation, and Vision 2013 International Conference on Applied Foreign Languages (2013-ICAFLs), National Kaohsiung University of Hospitality and Tourism, TAIWAN, May 23-24, 2013.
Forey, G. & Wan, Y. N. (2012). Call Centre conversations - getting the job done: The role and value of chatting in service encounters. Paper given atThe 5th Talking Across the World 2012: The BPO Industry: Resetting the Research Agenda, Da La Salle University, Manila, THE PHILIPPINES, June 21-23, 2012.