服务外包英语（附赠光盘）

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 training

appendix i glossary

appendix ii listening scripts

appendix iii key ito and bpo terms

appendix iv top 100 outsourcing companies of 2010