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Unit 1 Understanding Outsourcing1

Part Ⅰ Starting Up2

Part Ⅱ Listening ＆ Speaking Skills Development3

Dialogue 1 Outsourcing Business Processes3

Dialogue 2 Opinions about Outsourcing4

Part Ⅲ Reading6

Passage 1 What Is Outsourcing?6

Passage 2 Types of Outsourcing10

Passage 3 India Is World's Best Outsourcing Destination:A.T.Kearney13

Passage 4 2010 Top Ten World Outsourcing Companies15

Part Ⅳ Writing18

Business Letter of Introduction18

Part Ⅴ Mini-Project19

Part Ⅵ Tips for Outsourcing Professionals20

Skills Required by Professionals in Outsourcing20

Unit 2 A Day at Work21

Part Ⅰ Starting Up22

Part Ⅱ Listening ＆ Speaking Skills Development23

Dialogue 1 Preparing a Teleconference23

Dialogue 2 The First Day in New Horizon Computers24

Part Ⅲ Reading26

Passage 1 A Call Center Agent's Smile26

Passage 2 A Typical Day in the Life of a Project Manager29

Passage 3 How Business Outsourcing Has Reshaped the Philippines33

Passage 4 A Day in the Life of an IT Project Manager35

Part Ⅳ Writing38

E-mail38

Part Ⅴ Mini-Project40

Part Ⅵ Tips for Outsourcing Professionals41

Work Attitude41

Unit 3 Cultural Aspects43

Part Ⅰ Starting Up44

Part Ⅱ Listening ＆ Speaking Skills Development45

Text 1 Avoiding Culture Clash45

Text 2 Company Culture46

Part Ⅲ Reading47

Passage 1 Understanding Cultural Differences in Offshore Outsourcing47

Passage 2 Cultural Barriers to Offshore Outsourcing50

Passage 3 Working Environment in Infosys53

Passage 4 Key Issues in Offshore Outsourcing55

Part Ⅳ Writing57

Memo57

Part Ⅴ Mini-Project58

Part Ⅵ Tips for Outsourcing Professionals59

Appreciating Cultural Differences59

Unit 4 Communication Practices61

Part Ⅰ Starting Up62

Part Ⅱ Listening ＆ Speaking Skills Development63

Dialogue 1 Communication Problems63

Dialogue 2 Solving Programming Problem64

Part Ⅲ Reading66

Passage 1 Communication in offshore Outsourcing66

Passage 2 The Importance of Communication in Outsourcing69

Passage 3 Effective Communication Methods72

Passage 4 Communicating in Your Organization73

Part Ⅳ Writing75

Work Report77

Part Ⅴ Mini-Project77

Part Ⅵ Tips for Outsourcing Professionals78

Effective Communication Is Vital to Success78

Unit 5 Business Meetings79

Part Ⅰ Starting Up80

Part Ⅱ Listening ＆ Speaking Skills Development81

Dialogue 1 Tomorrow's Meeting81

Dialogue 2 Project Discussion82

Part Ⅲ Reading84

Passage 1 Business Meeting Etiquette84

Passage 2 Video Conferencing—Communication Made Simple87

Passage 3 What Is Skype?90

Passage 4 Eight Ways to Make Meetings Better92

Part Ⅳ Writing94

Announcement and Invitation94

Part Ⅴ Mini-Project96

Part Ⅵ Tips for Outsourcing Professionals96

Stress Management96

Unit 6 Dealing with Customers99

Part Ⅰ Starting Up100

Part Ⅱ Listening and Speaking Skills Development101

Text 1 Managing Outsourcing Relationship101

Text 2 Ending a Business Relationship102

Part Ⅲ Reading103

Passage 1 Winning Customers through Effective Telephone Etiquette103

Passage 2 Convergys Corporation—Top Outsourcing Company105

Passage 3 Ways to Handle Angry Customers108

Passage 4 Cautions in Outsourcing Your Customer Service Center110

Part Ⅳ Writing112

Complaint Response Letter112

Part Ⅴ Mini-Project113

Part Ⅵ Tips for Outsourcing Professionals114

Skill Sets for Customer Centric Jobs114

Unit 7 Project Management117

Part Ⅰ Starting Up118

Part Ⅱ Listening ＆ Speaking Skills Development119

Dialogue 1 Work Assignment119

Dialogue 2 Checking about the Project Schedule120

Part Ⅲ Reading121

Passage 1 The Five Steps in the Project Management Life Cycle121

Passage 2 Tips on Offshore Software Project Management124

Passage 3 The Importance of Teamwork127

Passage 4 Something about Team Building129

Part Ⅳ Writing131

Action Plan131

Part Ⅴ Mini-Project132

Part Ⅵ Tips for Outsourcing Professionals132

Teamwork:A Key to Successful Outsourcing132

Unit 8 Career Development135

Part Ⅰ Starting Up136

Part Ⅱ Listening ＆ Speaking Skills Development137

Dialogue 1 Making Preparations for a Job Interview137

Dialogue 2 Talking about New Job138

Part Ⅲ Reading140

Passage 1 Questions to Be Asked before Applying for Call Center Industry140

Passage 2 My IBM Summer Internship142

Passage 3 Recruitment Process Outsourcing Leads to Better Hires145

Passage 4 Career Plans in Your Life147

Part Ⅳ Writing149

Résumé and Cover Letter149

Part Ⅴ Mini-Project152

Part Ⅵ Tips for Outsourcing Professionals153

Career Training153

Appendix Ⅰ Glossary155

Appendix Ⅱ Listening Scripts167

Appendix Ⅲ Key ITO and BPO Terms179

Appendix Ⅳ Top 100 Outsourcing Companies of 2010197