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服务外包英语PDF电子书下载
- 电子书积分:9 积分如何计算积分?
- 作 者:陈素花主编
- 出 版 社:北京:中国人民大学出版社
- 出版年份:2012
- ISBN:9787300148502
- 页数:199 页
Unit 1 Understanding Outsourcing 1
Part Ⅰ Starting Up 2
Part Ⅱ Listening & Speaking Skills Development 3
Dialogue 1 Outsourcing Business Processes 3
Dialogue 2 Opinions about Outsourcing 4
Part Ⅲ Reading 6
Passage 1 What Is Outsourcing? 6
Passage 2 Types of Outsourcing 10
Passage 3 India Is World's Best Outsourcing Destination:A.T.Kearney 13
Passage 4 2010 Top Ten World Outsourcing Companies 15
Part Ⅳ Writing 18
Business Letter of Introduction 18
Part Ⅴ Mini-Project 19
Part Ⅵ Tips for Outsourcing Professionals 20
Skills Required by Professionals in Outsourcing 20
Unit 2 A Day at Work 21
Part Ⅰ Starting Up 22
Part Ⅱ Listening & Speaking Skills Development 23
Dialogue 1 Preparing a Teleconference 23
Dialogue 2 The First Day in New Horizon Computers 24
Part Ⅲ Reading 26
Passage 1 A Call Center Agent's Smile 26
Passage 2 A Typical Day in the Life of a Project Manager 29
Passage 3 How Business Outsourcing Has Reshaped the Philippines 33
Passage 4 A Day in the Life of an IT Project Manager 35
Part Ⅳ Writing 38
E-mail 38
Part Ⅴ Mini-Project 40
Part Ⅵ Tips for Outsourcing Professionals 41
Work Attitude 41
Unit 3 Cultural Aspects 43
Part Ⅰ Starting Up 44
Part Ⅱ Listening & Speaking Skills Development 45
Text 1 Avoiding Culture Clash 45
Text 2 Company Culture 46
Part Ⅲ Reading 47
Passage 1 Understanding Cultural Differences in Offshore Outsourcing 47
Passage 2 Cultural Barriers to Offshore Outsourcing 50
Passage 3 Working Environment in Infosys 53
Passage 4 Key Issues in Offshore Outsourcing 55
Part Ⅳ Writing 57
Memo 57
Part Ⅴ Mini-Project 58
Part Ⅵ Tips for Outsourcing Professionals 59
Appreciating Cultural Differences 59
Unit 4 Communication Practices 61
Part Ⅰ Starting Up 62
Part Ⅱ Listening & Speaking Skills Development 63
Dialogue 1 Communication Problems 63
Dialogue 2 Solving Programming Problem 64
Part Ⅲ Reading 66
Passage 1 Communication in offshore Outsourcing 66
Passage 2 The Importance of Communication in Outsourcing 69
Passage 3 Effective Communication Methods 72
Passage 4 Communicating in Your Organization 73
Part Ⅳ Writing 75
Work Report 77
Part Ⅴ Mini-Project 77
Part Ⅵ Tips for Outsourcing Professionals 78
Effective Communication Is Vital to Success 78
Unit 5 Business Meetings 79
Part Ⅰ Starting Up 80
Part Ⅱ Listening & Speaking Skills Development 81
Dialogue 1 Tomorrow's Meeting 81
Dialogue 2 Project Discussion 82
Part Ⅲ Reading 84
Passage 1 Business Meeting Etiquette 84
Passage 2 Video Conferencing—Communication Made Simple 87
Passage 3 What Is Skype? 90
Passage 4 Eight Ways to Make Meetings Better 92
Part Ⅳ Writing 94
Announcement and Invitation 94
Part Ⅴ Mini-Project 96
Part Ⅵ Tips for Outsourcing Professionals 96
Stress Management 96
Unit 6 Dealing with Customers 99
Part Ⅰ Starting Up 100
Part Ⅱ Listening and Speaking Skills Development 101
Text 1 Managing Outsourcing Relationship 101
Text 2 Ending a Business Relationship 102
Part Ⅲ Reading 103
Passage 1 Winning Customers through Effective Telephone Etiquette 103
Passage 2 Convergys Corporation—Top Outsourcing Company 105
Passage 3 Ways to Handle Angry Customers 108
Passage 4 Cautions in Outsourcing Your Customer Service Center 110
Part Ⅳ Writing 112
Complaint Response Letter 112
Part Ⅴ Mini-Project 113
Part Ⅵ Tips for Outsourcing Professionals 114
Skill Sets for Customer Centric Jobs 114
Unit 7 Project Management 117
Part Ⅰ Starting Up 118
Part Ⅱ Listening & Speaking Skills Development 119
Dialogue 1 Work Assignment 119
Dialogue 2 Checking about the Project Schedule 120
Part Ⅲ Reading 121
Passage 1 The Five Steps in the Project Management Life Cycle 121
Passage 2 Tips on Offshore Software Project Management 124
Passage 3 The Importance of Teamwork 127
Passage 4 Something about Team Building 129
Part Ⅳ Writing 131
Action Plan 131
Part Ⅴ Mini-Project 132
Part Ⅵ Tips for Outsourcing Professionals 132
Teamwork:A Key to Successful Outsourcing 132
Unit 8 Career Development 135
Part Ⅰ Starting Up 136
Part Ⅱ Listening & Speaking Skills Development 137
Dialogue 1 Making Preparations for a Job Interview 137
Dialogue 2 Talking about New Job 138
Part Ⅲ Reading 140
Passage 1 Questions to Be Asked before Applying for Call Center Industry 140
Passage 2 My IBM Summer Internship 142
Passage 3 Recruitment Process Outsourcing Leads to Better Hires 145
Passage 4 Career Plans in Your Life 147
Part Ⅳ Writing 149
Résumé and Cover Letter 149
Part Ⅴ Mini-Project 152
Part Ⅵ Tips for Outsourcing Professionals 153
Career Training 153
Appendix Ⅰ Glossary 155
Appendix Ⅱ Listening Scripts 167
Appendix Ⅲ Key ITO and BPO Terms 179
Appendix Ⅳ Top 100 Outsourcing Companies of 2010 197
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