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【作者】
陈素花，河南清丰人，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学位。先后任教于山西经济管理学院（现山西财经大学）、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。至今已主编出版《外企实用英语口语》、《就业英语》、《服务外包英语》、《商务英语口语》等六部教材，主持并参与科研项目多项，在靠前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。
【内容】
本书共分八个单元，分别为UnderstandingOutsourcing,AdayatWork,CulturalAspects,CommunicationPractices,BusinessMeeting,DealingwithCustomers,ProjectManagement,CareerDevelopment。每单元涉及一个典型的服务外包工作相关主题，围绕主题来安排内容和设计任务。每单元由StartingUp、Listening、Speaking、Reading、Writing、Mini-Project和TipsforOutsourcingProfessionals部分组成。
【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 Advantages of Outsourcing in India
Passage 4 2014 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 Agents Smile
Passage 2 How Business Outsourcing Has Reshaped the Lifestyle of Philippines
Passage 3 A Typical Day in the Life of a Project Manager
Passage 4 Job Responsibilities as 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 How to Avoid a Culture Clash with an Offshore Outsourcing Partner
Text 2 Company Culture
Part III Reading
Passage 1 Understanding Cultural Differences in Offshore Outsourcing
Passage 2 Working Environment in Infosys
Passage 3 Cultural Barriers to Offshore Outsourcing
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 1 Communication Problems
Dialogue 2 Solving Programming Problem
Part III Reading
Passage 1 The Importance of Communication in Outsourcing
Passage 2 Communicating in Your Organization
Passage 3 Communication in Offshore Outsourcing
Passage 4 Basics of Digital Etiquette in the Workplace
Part IV Writing Work Report
Part V Mini-Project Part VI Tips for Outsourcing Professionals
Effective Communication Is Vital to Success
Unit 5 Business Meetings
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 Stages of an Oral Presentation
Passage 4 Eight Ways to Make Meetings Better
Part IV Writing Meeting Agenda
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 Ways to Handle Angry Customers
Passage 3 Customer Relationship Management
Passage 4 Cautions in Outsourcing Your Customer Service Center
Part IV Writing Complaint Letter and 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 Efficient Project Management Improves Customer Happiness
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 The Career Planning Process
Passage 4 Career Plans in Your Life
Part IV Writing Résumé and Cover Letter
Part V 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 The 2014 Global Outsourcing 100
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 Advantages of Outsourcing in India
Passage 4 2014 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 Agents Smile
Passage 2 How Business Outsourcing Has Reshaped the Lifestyle of Philippines
Passage 3 A Typical Day in the Life of a Project Manager
Passage 4 Job Responsibilities as 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 How to Avoid a Culture Clash with an Offshore Outsourcing Partner
Text 2 Company Culture
Part III Reading
Passage 1 Understanding Cultural Differences in Offshore Outsourcing
Passage 2 Working Environment in Infosys
Passage 3 Cultural Barriers to Offshore Outsourcing
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 1 Communication Problems
Dialogue 2 Solving Programming Problem
Part III Reading
Passage 1 The Importance of Communication in Outsourcing
Passage 2 Communicating in Your Organization
Passage 3 Communication in Offshore Outsourcing
Passage 4 Basics of Digital Etiquette in the Workplace
Part IV Writing Work Report
Part V Mini-Project Part VI Tips for Outsourcing Professionals
Effective Communication Is Vital to Success
Unit 5 Business Meetings
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 Stages of an Oral Presentation
Passage 4 Eight Ways to Make Meetings Better
Part IV Writing Meeting Agenda
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 Ways to Handle Angry Customers
Passage 3 Customer Relationship Management
Passage 4 Cautions in Outsourcing Your Customer Service Center
Part IV Writing Complaint Letter and 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 Efficient Project Management Improves Customer Happiness
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 The Career Planning Process
Passage 4 Career Plans in Your Life
Part IV Writing Résumé and Cover Letter
Part V 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 The 2014 Global Outsourcing 100
