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內容簡介： 《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Understanding Outsourcing、A Day at Work、Cultural Aspects、Communication Practices、Business Meetings、Dealing with Customers、Project Management与Career Development。每个单元由Starting Up、Listening Speaking Skills Development、Reading、Writing、Mini-Project和Tips for Outsourcing Professionals六个部分组成。 目錄： 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 the philippines 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 offshore outsourcing 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 telephone etiquette passage 2 convergys corporation——top outsourcing company passage 3 ways to handle angry customers passage 4 cautions in outsourcing your customer service center 　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 life cycle 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 center industry passage 2 my ibm summer internship passage 3 recruitment process outsourcing leads to better hires 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

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