繼20世紀(jì)制造業(yè)全球大轉(zhuǎn)移之后，服務(wù)外包（out sourcing）已經(jīng)成為新一輪全球產(chǎn)業(yè)革命和產(chǎn)業(yè)轉(zhuǎn)移趨勢。據(jù)調(diào)查，全球財(cái)富1000強(qiáng)中95%以上的企業(yè)已經(jīng)制定了服務(wù)外包戰(zhàn)略。隨著跨國公司的經(jīng)營理念的進(jìn)一步變革，非核心業(yè)務(wù)的離岸外包（offshore out sourcing）將成為發(fā)展趨勢，國際服務(wù)外包市場的前景十分廣闊。外包服務(wù)原是發(fā)包企業(yè)職能運(yùn)作的一部分，在業(yè)務(wù)開展的每個階段，都要求服務(wù)提供商能與發(fā)包商進(jìn)行及時有效的交流，傳遞服務(wù)要求，協(xié)調(diào)業(yè)務(wù)進(jìn)程及糾正產(chǎn)品的不足等。由于服務(wù)外包業(yè)務(wù)的特殊性，外語溝通能力成為從業(yè)人員的關(guān)鍵技能。從語言載體的角度來看，服務(wù)外包英語是服務(wù)外包領(lǐng)域中的應(yīng)用英語，歸屬ESP（English for Special Purposes）。如同其他ESP-樣，服務(wù)外包英語是一種特定的語體，強(qiáng)調(diào)的是特定環(huán)境下的特種交際。它有兩個明顯的特點(diǎn)：一是學(xué)習(xí)者有明確的目的，應(yīng)用于特定的職業(yè)領(lǐng)域；二是有特殊的內(nèi)容，即涉及與該職業(yè)領(lǐng)域相關(guān)的專門化內(nèi)容。從對服務(wù)外包從業(yè)人員英語技能需求的調(diào)研來看，他們主要需要具備以下能力：文檔閱讀能力、規(guī)范化的文檔編寫能力、基本的口語交流能力、郵件交流能力和即時通訊工具交流能力。
作者簡介
暫缺《服務(wù)外包英語（附贈光盤）》作者簡介
圖書目錄
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 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
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