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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