《服务外包英语》一书，旨在帮助服务外包从业人员有效提升英语沟通和交流的能力。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。本书由苏州工业园区服务外包职业学院陈素花担任主编。

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 Out.sourcing Professionals

Skills Required by Professionals in Outsourcing

Unit2 ADayatWork

 Part Ⅰ Starting Up

 Part Ⅱ Listening & Speaking Skills Development

Dialogue 1 Preparing a Yeleconference

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 1 Communication Problems

Dialogue 2 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 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~Oommunication 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 Corporatiorr--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 Resume 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 Top 100 Outsourcing Companies of 2010