服务外包英语（附赠光盘）

　　继20世纪制造业全球大转移之后，服务外包（out sourcing）已经成为新一轮全球产业革命和产业转移趋势。据调查，全球财富1000强中95%以上的企业已经制定了服务外包战略。随着跨国公司的经营理念的进一步变革，非核心业务的离岸外包（offshore out sourcing）将成为发展趋势，国际服务外包市场的前景十分广阔。外包服务原是发包企业职能运作的一部分，在业务开展的每个阶段，都要求服务提供商能与发包商进行及时有效的交流，传递服务要求，协调业务进程及纠正产品的不足等。由于服务外包业务的特殊性，外语沟通能力成为从业人员的关键技能。从语言载体的角度来看，服务外包英语是服务外包领域中的应用英语，归属ESP（English for Special Purposes）。如同其他ESP-样，服务外包英语是一种特定的语体，强调的是特定环境下的特种交际。它有两个明显的特点：一是学习者有明确的目的，应用于特定的职业领域；二是有特殊的内容，即涉及与该职业领域相关的专门化内容。从对服务外包从业人员英语技能需求的调研来看，他们主要需要具备以下能力：文档阅读能力、规范化的文档编写能力、基本的口语交流能力、邮件交流能力和即时通讯工具交流能力。

暂缺《服务外包英语（附赠光盘）》作者简介

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