服务外包英语

unit 1 understanding outsourcing　part i starting up　part ii listening & speaking skills development　　dialogue 1 outsourcing business processes　　dialogue 2 opinions about outsourcing　part iii reading　　passage 1 what is outsourcing?　　passage 2 types of outsourcing　　passage 3 india is world’s best outsourcing destination: a.t.kearney　　passage 4 2010 top ten world outsourcing companies　part iv writing　　business letter of introduction　part v mini-project　part vi tips for outsourcing professionals　　skills required by professionals in outsourcing

unit 1 understanding outsourcing　part i starting up　part ii listening & speaking skills development　　dialogue 1 outsourcing business processes　　dialogue 2 opinions about outsourcing　part iii reading　　passage 1 what is outsourcing?　　passage 2 types of outsourcing　　passage 3 india is world’s best outsourcing destination: a.t.kearney　　passage 4 2010 top ten world outsourcing companies　part iv writing　　business letter of introduction　part v mini-project　part vi tips for outsourcing professionals　　skills required by professionals in outsourcing　unit 2 a day at work　part i starting up　part ii listening & speaking skills development　　dialogue 1 preparing a teleconference 　　　　dialogue 2 the first day in new horizon computers　part iii reading　　passage 1 a call center agent’s smile　　passage 2 a typical day in the life of a project manager　　passage 3 how business outsourcing has reshaped thephilippines　　passage 4 a day in the life of an it project manager　part iv writing　　e-mail　part v mini-project　part vi tips for outsourcing professionals　　work attitude　unit 3 cultural aspects　part i starting up　part ii listening & speaking skills development　　text 1 avoiding culture clash　　text 2 company culture　part iii reading　　passage 1 understanding cultural differences in offshoreoutsourcing　　passage 2 cultural barriers to offshore outsourcing　　passage 3 working environment in infosys　　passage 4 key issues in offshore outsourcing　part iv writing　　memo　part v mini-project　part vi tips for outsourcing professionals　　appreciating cultural differences　unit 4 communication practices　part i starting up　part ii listening & speaking skills development　　dialogue one communication problems　　dialogue two solving programming problem　part iii reading　　passage 1 communication in offshore outsourcing　　passage 2 the importance of communication in outsourcing　　passage 3 effective communication methods　　passage 4 communicating in your organization　part iv writing　　work report　part v mini-project　part vi tips for outsourcing professionals　　effective communication is vital to success　unit 5 business meeting　part i starting up　part ii listening & speaking skills development　　dialogue 1 tomorrow's meeting　　dialogue 2 project discussion　part iii reading　　passage 1 business meeting etiquette　　passage 2 video conferencing - communication made simple　　passage 3 what is skype?　　passage 4 eight ways to make meetings better　part iv writing　　announcement and invitation　part v mini-project　part vi tips for outsourcing professionals　　stress management　unit 6 dealing with customers　part i starting up　part ii listening and speaking skills development　　text 1 managing outsourcing relationship　　text 2 ending a business relationship　part iii reading　　passage 1 winning customers through effective telephoneetiquette　　passage 2 convergys corporation——top outsourcing company　　passage 3 ways to handle angry customers　　passage 4 cautions in outsourcing your customer servicecenter　part iv writing　　complaint response letter　part v mini-project　part vi tips for outsourcing professionals　　skill sets for customer centric jobs　unit 7 project management　part i starting up　part ii listening & speaking skills development　　dialogue 1 work assignment　　dialogue 2 checking about the project schedule　part iii reading　　passage 1 the five steps in the project management lifecycle　　passage 2 tips on offshore software project management　　passage 3 the importance of teamwork　　passage 4 something about team building　part iv writing　　action plan　part v mini-project　part vi tips for outsourcing professionals　　teamwork: a key to successful outsourcing　unit 8 career development　part i starting up　part ii listening & speaking skills development　　dialogue 1 making preparations for a job interview　　dialogue 2 talking about new job　part iii reading　　passage 1 questions to be asked before applying for call centerindustry　　passage 2 my ibm summer internship　　passage 3 recruitment process outsourcing leads to betterhires　　passage 4 career plans in your life　part iv writing　　résumé and cover letter　partv mini-project　part vi tips for outsourcing professionals　　career trainingappendix i glossaryappendix ii listening scriptsappendix iii key ito and bpo termsappendix iv top 100 outsourcing companies of 2010

《服务外包英语》立足于服务外包行业，依据企业的典型工作主题设计教学内容。全书共有八个单元，涵盖听说读写四个部分。每个单元涉及一个主题，以职场工作流程、典型工作任务为主线，围绕主题来安排内容和设计任务，力求语言知识与职场技能相融合。本书涉及的主题包括UnderstandingOutsourcing、A Day at Work、Cultural Aspects、CommunicationPractices、Business Meetings、Dealing with Customers、ProjectManagement与Career Development。每个单元由Starting Up、Listening &Speaking Skills Development、Reading、Writing、Mini-Project和Tips forOutsourcing Professionals六个部分组成。