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服务外包英语(附赠光盘)

服务外包英语(附赠光盘)

定 价:¥34.80

作 者: 陈素花 主编
出版社: 中国人民大学出版社
丛编项: 21世纪高职高专规划教材·服务外包系列
标 签: 公共课

购买这本书可以去


ISBN: 9787300148502 出版时间: 2012-02-01 包装: 平装
开本: 16开 页数: 199 字数:  

内容简介

  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。

作者简介

暂缺《服务外包英语(附赠光盘)》作者简介

图书目录

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 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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