《服务外包英语》课件Unit 2 A Day at Work

ContentsPassageTwo4StartingUp1Listening&Speaking2PassageOne3LanguageLab7TipsforProfessionals

7Writing5Mini-project6StartingUp1）__________________________________2）__________________________________3）__________________________________TaskOneAnewemployeehasjustarrivedinyouroffice.Thinkofthreeproblemshe/shemighthaveonthefirstdayandofferyourhelp.Startingup-1StartingUp1)alotoftelephonework2)writinglotsofreports3)sharinganoffice4)usingEnglishatwork5)uniforms6)workingflexiblehoursTaskTwoForajob,whichofthefollowingwouldyoulike?Why?Startingup-1StartingUpTaskThreeDiscussinagroup,anddecideonfivepointsthatarethemostimportantforjobsatisfactioninthefollowingtable.Startingup-1Goodboss

Interestingwork

Ahighsalary

Friendlycolleges

Enoughvacationdays

Promotionopportunities

Comfortableworkingenvironment

Havingtimetospendwithfamily

ListeningListening&SpeakingDialogueOneDialogueTwoSpeakingTaskL-Task1Listening&SpeakingDialogueOne:PreparingaTeleconference1.teleconference:n.aconferenceofpeoplewhoareindifferentlocationsthatismadepossiblebytheuseoftelecommunicationsequipment电话会议,电信会议Example：1)Howaboutholdingaweeklyteleconferenceonthisissue?每周开个电话会议讨论这个问题如何？2)Aftertheteleconference,thesalesdirectorslaunchedconcretediscussionabouttheconcretework.电话会议结束后，销售负责人又就具体工作展开了具体讨论。KeyWordsandExpressionsL-Task1Listening&SpeakingDialogueOne:PreparingaTeleconference2.jetlag:n.fatigueandsleepdisturbanceresultingfromdisruptionofthebody'snormalcircadianrhythmasaresultofjettravel时差反应Example：1)Heblamedhispoorjudgmentonjetlag.他把自己的判断失误归咎于时差综合症。2)Jetlagneverreallybothersme.我从来没什么时差的困扰。KeyWordsandExpressionsL-Task1Listening&SpeakingDialogueOne:PreparingaTeleconference3.overtime：adv.beyondtheregularworktime加班Example：1)CouldyouworkovertimeonSunday?星期天你能加一下班吗？2)Doyoumindworkingovertime?你介意加班吗？KeyWordsandExpressionsL-Task1Listening&SpeakingDialogueOne:PreparingaTeleconference4.agenda:n.alistofmatterstobetakenup(asatameeting)（会议的）议程表Example：1)Wehavearrangedagendaverysuccessfully.我们已经很顺利地把活动日程安排好了。2)Thequestionofsecurityishighontheagendaforthisafternoon'smeeting.安全问题是今天下午会议议程的主要议题。KeyWordsandExpressionsL-Task1Listening&SpeakingDialogueOne:PreparingaTeleconference5.minutes:

n.thewrittenrecordofwhatissaidatameeting会议记录

Example：1)Iamtoldtotaketheminutesattheconference.他们叫我在会议上作记录。2)Theminutesofthelastmeetingwereapprovedunanimously.上次会议的记录一致通过。KeyWordsandExpressionsL-Task1Listening&SpeakingListeningTask:

Listentotheconversationandtakenotesaboutthebasicinformationofteleconference.Script1.Whoaretheygoingtohaveadiscussionwith?________________________________________________________________.2.Whenwilltheyhavetheteleconference?_________________________________________________________________.3.Howlongwillitlast?_________________________________________________________________.4.Howwilltheyinformtheirclients?_________________________________________________________________.5.WhatwillMikeneedtosendtotheparticipantsofthemeeting?_________________________________________________________________.L-1-ScriptListening&SpeakingDialogue1

Script_1OutsourcingbusinessprocessesMary:Thingsaregettingexpensiveinthiscountry,andthere’snodoubtthatwecoulddothingsmoreeconomicallyifweoffshoredsomeofourprocesses.Victor:Whatdoyoumeanbythat?Movingpartsofthebusinessabroad,oroutsourcingpartsofthebusinessestooverseascompanies?Mary:I’mnotsure,really.Perhapsoutsourcingtocompaniesabroadwouldbeeasierandmorelogical.Whatdoyouthink?Victor:Youcouldberight.Butwhichpartsofthebusinessshouldweoutsource?Mary:Well,wecouldoutsourceIT.Lotsofcompaniesdothat.Victor:Yes,buttheproblemwiththatisconfidentiality.Mary:Buttherearewaysofdealingwiththat,justlikewehavetoprotectconfidentialityinsideourcompany.Victor:HmmIsupposeso.Whatelsecouldweoutsource?L-1-ScriptListening&SpeakingDialogue1

Script_2Mary:Wecouldconsideroutsourcingthecustomerservicedepartmentaswell.Youknow,theydoalltheirworkbytelephoneanyway,sonowadayswithlowcosttelecommunicationsandsoon;itshouldbepossibletogetsomeoneabroadtodothesamethingatamuchlowercost.Victor:That’strue.Butthey’dhavetobeproperlytrained.Mary:Includingaccenttraining.Victor:True.L-Task2Listening&SpeakingDialogueTwo:TheFirstDayinNewHorizonComputers1.receptionist:n.asecretarywhosemaindutyistoanswerthetelephoneandreceivevisitors接待员Example:1）Hetipsthereceptionist5pounds.他给了接待员5英镑小费。2）Hello.MayIspeaktoReceptionist?您好，我能和接待员通话吗？KeyWordsandExpressionsL-Task2Listening&SpeakingDialogueTwo:TheFirstDayinNewHorizonComputers2.elevator:n.liftingdevicethatisraisedandloweredmechanically电梯Example:1）Manydepartmentstoreshavebothelevatorsandescalators.许多百货公司既有电梯又有自动扶梯。

2）Theelevatorisnotoperatingproperly.这部电梯运转不正常。KeyWordsandExpressionsL-Task2Listening&SpeakingDialogueTwo:TheFirstDayinNewHorizonComputers3.representative:n.apersonwhorepresentsothers代表Example:1）salesrepresentative销售代表2）Therepresentativewasabsentfromtheannualconference.那个代表没有出席年度大会。KeyWordsandExpressionsL-Task2Listening&SpeakingListeningTask:

Listentotheconversationandanswerthefollowingquestions.1.IsHaleyMillsanewemployeehere?____________________________________________________2.HowcanHaleyMillsgettoKaren’soffice?____________________________________________________3.WhatwillbeHaleyMills’sjobresponsibility?____________________________________________________4.WhathasthecompanyprovidedHaleyMills?____________________________________________________L-2-ScriptListening&SpeakingDialogue2

Script

Opinionsaboutoutsourcing

Reporter:So,MollyTyler:first,canyoutellusthethinkingbehindthismove?Molly:Well,justletmesayfromthestartthatIfullysympathizewithallthosepeoplewhoaregoingtobemaderedundant,andIjustwanttogiveanassurancethatwe’lldoeverythingpossibletohelpthemfindotheremploymentwithintheorganization.Butforus,thismoveisabsolutelynecessary-thesavingincosts,especiallylaborcosts,andthechancetolocatehalfourIToperationontheothersideoftheworldmeanthatthecompanywillbesomuchmoreefficient.Yousee,withhalftheIToverthere,we’llbeabletorunthesystems24hoursaday-12inIndiaand12here.That’sgoingtomaketheshareholdershappy,too,andyoumustremembermyprimeresponsibilityistothem,Imean,togenerateprofitsforthem.Reporter:Isee.Molly:Also,bydoingthis,ourowninvestmentbothintermsofcapitalandintermsofhumanresourceswillbereduced,sothatifthere’sadownturninthemarket,wewon’tbesoexposed.L-2-ScriptListening&SpeakingDialogue2

Script

Reporter:Yes,Icanseethat.And,ArthurBrown,doyouthinkthisisagoodmove?Arthur:Itmakesmeandmypeoplefeelabitinsecure,youknow.They’removingsomeoftheirITactivitiestoIndia,andsomeoftheirback-officeactivitiesaswell.Myworryisthatbeforeweknowit,thefactorieswillbegoingthere,too,ortosomewhereequallyfaraway,andthenthey’llfindsomeoneonthatsideoftheworldtoprovidethemwiththecomponentstheyneed,andwe’llbelefthighanddry,sowhileIunderstandwhythey’redoingit,Ican’tsayI’mhappyaboutit.Reporter:KarenWeinberg.Yourreaction?Karen:Well,Idon’tshareArthur’sdismay.I’mhopingthatthecostsavingswillbetransmittedthroughtotheirfinalretailprices,whichcanonlybegoodforus.Idoworry,though,thatthequalityoftheservicestheyofferwillnotbeofthesamelevel.Frankly,there’salotofcompetitionoutthere,andtheyneedtoknowthatifthey’regoingtomaintaintheirclientbase,theycan’tcutcostsattheexpenseofquality.Reporter:Thankstoallthreeofyou,andnowforagovernmentreaction,Iturnto…SpeakingListening&SpeakingSpeakingTaskWorkinpairsandchooseanoutsourcingcompanythatyouareinterestedin.Visittheirwebsiteandfindoutasmuchasyoucanaboutit.Thenimagineyouaretellingyourfriendaboutyourworkinthatcompany.Youshouldincludethefollowingitems.Company:______________________Department:______________________Jobtitle:______________________Mainresponsibilities:____________________________________________________________________________________________________________________________________________________________________________________________________________________________Passage1TextKeyWords

andExpressionsReadingTaskPassageOneText1-1ACallCenterAgent’sSmile

Thankyouforcalling,mynameis….HowmayIassistyoutoday?Asacallcenteragent,youareexpectedtoroutinelyusethislineforeverycallthatyouget.Ithastobedeliveredwiththerightpitch,toneofvoiceandwithagenuinesmile.Whyshoulditmatterwhenyoudon’tknowthepersonontheotherlineandhecan’tevenseeyousmile?Beingacallcenteragentisprovidingexcellentcustomerserviceoverthephone.Itdoesn’tmatterwhattimeofthedayacustomercallsyoubuttheminutethephonerings,Youmustbecertaintoputonyourbestsmile.PassageOneText1-2Smilingcanaddapositivenoteonyourconversationandpeoplecantellifyou’resincerelyhappyornot.Havingastrongproductknowledgehelpsinprovidingaquickresolution.Thereareagentsprovidingservicesrangingfromawidevarietyofproductssuchasphonelines,computers(hardwareorsoftware),bankproducts,healthcare,etc.Mostcompaniesareofferingtheircustomersassistanceviaphonebecausethisisthemostpracticalwayofsolvingtheirissues.Thebiggestfulfillmentiswhenyouareabletoresolveanissueandhearyourcustomersaythankyou.Knowingthatyouactuallyhelpedastrangerontheotherlineprovidesyouwithaninnersatisfactionthatgetsyoumotivatedandmakesyoufeelcontentedwithyourjob.PassageOneText1-2Otherbenefitswouldincludethecompensationpackagereceivedandadditionalincentives.Incentiveswoulddependontheemployer.Itcanbebasedonperformance,customerfeedbackandsurveys,attendance,etc.Atypicaldayusuallymeansbeinginfrontofthecomputer8hoursadaytakingincallsexceptforbreaksandlunch.Thisroutinecanbeboring.Peoplenormallyleavebecauseoftheboredom.Forsomeagentswhoarebeingoutsourcedtoservecustomersfromadifferentcountrywouldmeanatimedifference.ThismeansAsianagentsansweringcallsfromtheUSwouldneedtoworkingduringthenightshift.Anightlylifestyleisnotforeveryone.Somewouldstillpreferworkingduringthedayandsleepingatnight.Thosewhoarenotusedtostayinguplateatnightwouldresorttodrinkingcoffeeorsodatostayawake.PassageOneText1-2Therearealsodayswhennomatterhowhardyoutry,youjustcannotsmilebecauseofapersonalproblem.Makingmattersworse,yougetaniratecallercursingandyellingatyouwithoutlettingyousayaword.Itwilltakeallyourpatienceandunderstandingnottoreleasethecallorcurseback.Workinginacallcenterpreparesyoutotakechallengesthatarebeyondyourcontrol.Whetherornotyoudecidetobeacallcenteragent,thesearejustafewthingsthatyoumightneedtoconsider.Ineveryjobtherewillalwaysbeanadvantageanddisadvantage.Itisuptoyouonhowtohandletheobstacles.PassageOneadj.notpretended;sincerelyfeltorexpressed真诚的;不造作的PassageOnegenuine

e.g.

Hiswishtohelpseemsgenuine.2) Hethankedherwithgenuineaffection.e.g.

1) Happinessistherealsenseoffulfillmentthatcomesfromhardwork.2) Thoughassumingresponsibilityrequiressacrifice,itbringsadeeperfulfillment.PassageOnefulfillment

n.afeelingofsatisfactionathavingachievedyourdesires满足(感),成就(感)

e.g.

1) Canyoutellmeyourexpectedincomecompensationpackage?2) Outsourcingcompanyoffersacompetitivecompensationpackagebasedonthecandidates’experienceandskills.PassageOnecompensation

n.themoneyreceivedbyanemployeefromanemployerassalaryorwages薪酬e.g.

Incentiveschemeisboostingproduction.2)Somecompaniesoffertrainingasanincentive.PassageOneincentiven.anadditionalpayment(orotherremuneration)toemployeesasameansofincreasingoutput奖励e.g.

1)Heworksthedayshiftornightshift.

2)Byintroducingshiftworkwefindwecansaveonfuel.

PassageOneshiftn.thechangeofonesetofworkmenforanother轮班,换班e.g.

Whenshedidn'tanswerthetelephone,Iresortedtostandingoutsideherwindowandcallinguptoher.Theyshouldbeabletocontroltheriotswithoutresortingtoviolence.PassageOneresortv.toapplyforassistanceorforthegainingofanende.g.

1)Wehavereceivedsomeiratephonecallsfromcustomers.2)Agoodtelephonevoicecandomuchtoimprovethetemperofiratecallers.PassageOneirateadj.feelingorshowingextremeanger盛怒的1-Task1ReadingTask:

Readthepassageandanswerthefollowingquestions.PassageOne1.Howimportantissmilingtoacallcenteragent?________________________________________________________________.2.Whatisthebiggestfulfillmentforacallcenteragent?________________________________________________________________.3.Whatwillinfluencetheincentivesofacallcenteragent?________________________________________________________________.4.Howdocallcenteragentsdealwithangrycustomers?________________________________________________________________.5.Whatdosomecallcenteragentsdotostayawakewhileworkingatnight?________________________________________________________________.PassageTwoTextKeyWordsandExpressionsReadingTaskPassageTwoText2-1ATypicalDayinthelifeofProject8am–arriveattheofficeMakemyfirstcupoftea.Checkmyemails.Fileawayallthe‘informationonly’emails.Passonsomeemailstosomeoneelseandthenstartworkingontheremainingemailsthatinvolvesmyefforts.Reviewmyteam’stimerecords.9am–meetingwithHRmanagertotalkaboutrecruitmentPassageTwoText2-2PassageTwoMakedecisionsontheissuesconcerningtherecruitmentofthenewBusinessAnalyst:Doesthe

roledescriptionneedupdating?Whataretherightcompetenciesforthelevelofresponsibilityweneedthispersontotake?Followingthemeeting,reviewtheexistingroledescriptionandsendsomesuggestions.10am–meetingwithanewclientTraveltoclient’sofficewithoneofoursalesteamandaBusinessAnalyst.Makeintroductionsandunderstandthebusinessrequirement.Trystartestablishingafriendlyrelationship.Makenotesfromthemeeting,anddistributethemafterreturning.Text2-3PassageTwo11am–nowitistimeforsomespreadsheetjugglingAfteranextrastrongmugoftea,meetwiththeHeadofProjects,ourFinancialControllerandasalesteamrepresentativetostudythespreadsheetsaboutthebusinessexpectationsandsalesstrategies.Noon–companybriefingTheMDgivesallofusabriefingoncompany-widematters,andourplansforthemonthaheadandthelongerterm.Decideonapproachesmyteamneedtodotomakethoseplansbecomereality.Text2-4PassageTwo12.30–LunchIalwaystakeabreak,butIdon’tleavemydesksoIamalwaysavailableifpeopleneedme.Ineedtorememberthattheworldwon’tendifsomeonehastowaitanhourformetoanswertheirquestion.1pm–projectplanningIopenupMicrosoftProjectandstarttoplanthenextphaseofthemainprojectcurrentlyoccupyingmyteam.

Spendalongtimejugglingworkallocationstomakesuretherightpeopleareworkingontherightthingsattherighttime.Text2-5PassageTwo2pm–helpdealwithsomeproblemsAclientishavingsomeproblemswiththeirsystem.Theproblemsareintheirinfrastructure.Arrangeforourinfrastructureteamtohelptheirs.Trytokeeptherightbalancebetweenmakingsurethatwedotherightworkandchargetherightamountforitandprovidinganexcellentservicetoourclientswhichexceedstheirexpectations.3pm–prepareforanappraisalforamemberofmyteamText2-6PassageTwoGatherfeedbackaboutthe

teammemberfromtheircolleagues.Lookbackonmyownnotesfromthetimesinceourlastmeeting.Checkwhetherhisobjectiveshavebeenmet,ifnot,figureoutthereason.

4pm–schedulingUseouradministrationsystemtoplanalltheworkofeverymemberofmyteamforeveryhourofthefollowingweek.Assigntherighttaskstotherightpeopleandtrytokeeptherightbalancebetweenchargeableandnon-chargeableworksothatmyteamhasaprofitableweek.Text2-6PassageTwo5pm–progressmeetingHoldameetingwithmykeyteammembersforoneofourprojects.Wereviewwhathashappenedinthelastweek,lookforwardtotheweekaheadanddiscussanyproblems.n.seektoemploy招聘PassageOnerecruitmente.g.

1) Unionleaderswillcallforbetterpayandaqualifiedrecruitment.2) Ithinktheinternalrecruitmentisgoodformotivation.n.thequalityofbeingwellqualifiedphysicallyandintellectually资格,能力PassageOneCompetencye.g.

MyinternshipatAccentureprovedmycompetencyforchallengingjobs.2) Thesuccessofacompanyisdirectlyrelatedtothecompetencyofitsmanagers.n.ascreen-orientedinteractiveprogramenablingausertolayoutfinancialdata电子制表软件,电子数据表PassageOnespreadsheete.g.

1) MicrosoftExceldominatesthespreadsheetmarket.2) Thespreadsheetdataisnecessaryforendofmonthreportsandsalesforecasting.gobeyond超过或胜过其他人(或事物)PassageOneexceede.g.

1) Thefinalcostshouldnotexceed$5000.

2)Thesuccessofourcampaignhasexceededourwildestexpectations.n.theclassificationofsomeoneorsomethingwithrespecttoitsworth评估,评价PassageOneappraisale.g.

1) ThemanagergaveanobjectiveappraisalofAnna'sperformance.2）Manycompaniesoperatejobappraisals,oftenonanannualbasis.adj.,adv.existingorhappeningintheplacewherepeopleareworkingorinvolvedinparticularactivity在现场的，在工地的PassageOneonsite

e.g.

1）onsitefacilities2）We’remeetingthebuildersonsitetomorrow.2-Task1PassageTwoReadingTask:

Readthepassagecarefullyandanswerthefollowingquestions.Howdoestheprojectmanagerhandletheemailsinthebeginningoftheday?Whatistheexpectedoutcomeofthemeetingwithanewclient?Whatdecisionshouldbemadeatthecompanybriefing?Howdoestheprojectmanagerdealwiththeproblemswiththecustomers?Whatisthepurposeoftheprogressmeetingattheendoftheday?WritingWritingSample1Sample2WritingTaskW-sample1WritingSampleOneW-sample2WritingSampleTwoWritingSupposeyouareMaxPhilips,theCEOofSunriseCompany,writeanemailtoTomJackson,thedirectorofsalesdepartmenttoarrangeameetingwithhim.Pleasereferbelowfortheinformationtobeincludedintheemail.WritingTaskW-TaskYouwillbeavailablenextTuesdayafternoon,andFridaymorning.TomJacksonisrequiredtoprepareasalesreportforthequarterandthesalespromotionproposal.Atthemeetingtheywilltalkabouttheplanforthenextyear'ssales.TomJacksonissupposedtoreplyandconfirmthetimeforthemeetingandraiseanyquestions.WritingWritingTaskW-TaskMini-ProjectMini-ProjectThefollowingisanorganizationalchartofanoutsourcingcompany.Youaretoworkingroupsoffour,andchooseoneofthejobpositions.Yourgrouptaskistomakeadetaileddescriptionaboutthejob