书名：《服务外包英语（21世纪高职高专规划教材·服务外包系列）附赠光盘》
　　ISBN：978-7-300-14850-2
　　作者：陈素花
　　装订：平装
　　印次：1-1
　　开本：16开
　　字数：257千字
　　页数：210
　　定价：￥34.8
　　出版社：中国人民大学出版社
　　出版日期：2012-02-01  

　　内容简介：

    本书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。

　　作者简介：

　　陈素花，1962年出生, 1998年3月获得上海交通大学语言学与应用语言学专业硕士研究生学位。先后任教于山西财经大学、苏州工业园区职业技术学院，现为苏州工业园区服务外包职业学院副教授，从事大学英语教学27年，主要研究方向为社会语言学和应用语言学。 至今已主编《外企实用英语口语》、《就业英语》等六部教材。主持江苏省教改项目2项，江苏省社科项目1项。在国内外期刊上发表学术论文30多篇，内容涉及社会语言学、应用语言学，现正从事专门用途英语的教学与研究。

　　章节目录：

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
PartⅤ 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

  来源：中国人民大学出版社华东分社2012.2.23