服务外包英语课件：Cultural Aspects

CulturalAspectsContentsPassageTwo4StartingUp1Listening&Speaking2PassageOne3LanguageLab7TipsforProfessionals

7Writing5Mini-project6StartingUpWorkinpairsandlistwhatculturalproblemsyouthinkacompanymaycomeacrosswhenitoutsourcespartsoftheirservicestoanothercompany.Task1StartingUpDecidewhetherthefollowingbusinessetiquettesareacceptableinyourcountry.Subordinatesoftencalltheirbossbytheirfirstname.Ifyouhavealunchwithaclient,youcantalkaboutanythingratherthanwork.

Task2StartingUpSearchinformationonlineaboutthebusinessculturesinanoutsourcingcountryyoumayfeelinterested.Youcaninvestigateitfromthefollowingaspects.MeetingsTeamworkingCommunicationstyles

Task3Listening&SpeakingDialogueOneDialogue

TwoSpeakingTaskDialogueone---keywordscollidev.tomeetorcometogetherwithsomethingthatisverydifferent抵触Example:1)Viewscollide

看法相左2)ThepresidenthascollidedwithCongressoverhisbudgetplan.总统在预算计划上与国会冲突。DialogueOne---keywordsconfrontationn.afightorargument对抗，冲突Example:1)Banksoftenenterintoconfrontations.银行之间经常形成对抗局面。2)Therewereviolentconfrontationsbetweenpoliceanddemonstrators.警察和示威者之间存在暴利对抗。L-Task1DialogueOne---keywordsshortlistn.alistofthemostsuitablepeopleforajob,chosenfromallthepeoplewhowerefirstconsidered决选名单Example:1）We'vedrawnupashortlistforthejob.我们已经为这份工作拟定了一份候选人名单。2）She'sontheshortlistforasalesmanagerpost.她在一个销售经理岗位的候选人名单内。DialogueOneScriptListeningTaskListentoanexcerptaboutavoidingcultureclashinoutsourcingandlistthethreestepstoavoidcultureclashaccordingtowhatyou’veheard.___________________________________________________________________________DialogueOneDialogue1

Script

_1Over65%ofoutsourcingrelationshipsfailpartiallyortotallyduetoalackofunderstandingbetweentheoutsourcingcompanyandtheirpartners.Theculturaldifferencesthatcausetheserelationshipstofailarenotsimplybecause"they"aredifferentthan"us".Eachcompanyhasitsowncultureandthesecompanyculturalideasandbeliefshavetobetaughttothepartnersjustliketheyaretaughttonewemployees.Andjustlikewithnewemployeesthesevalueshavetobecontinuallyreinforced.Ifyourcompanybelievesthatworkingonaproblemuntilitisresolvedregardlessofthehours,thenyouhavetomakesurethatyourpartnerwillaccepttoworkinthesamemanner.Tomakesurethatculturesdon'tcollide,thereareseveralstepsthatyoucantake.DialogueOneDialogue1

Script

First,doaformalRequestForProposal,shortenedasRFP,foranyservicethatyouareoutsourcing.Inadditiontodefiningtheservicesthatyouwantsupplied,includeadetailedsectiononthereportingdetailsthatyourequire.Somecultureswanttoavoidconfrontationandplaceahighvalueon“savingface”.Makesurethatthereportingyoureceivewillincludereferencetotheresultsfromclientsthatwerenotsatisfiedwiththeservicethattheyreceived.DialogueOneDialogue1

ScriptThen,intheRFP,includeasectionthatdescribesyourcompanycultureandyourvalues.Anoutsourcepartnermustadapttoyourvaluesbecausetheclientwhospeakstoyourpartnerwillonlyassociategoodorbadresultswithyourcompany-notthepartner.Toaclient,apartnerdoesnotexist,andtheclientisdealingwithyourcompany.Last,whenyouhaveashortlistofpotentialpartners,gototheirsite.Youneedtogetarealfeelingforthecompanyandhowtheyoperate.Ifyouareconsidering3potentialpartnersinIndia,sendatleastoneemployeetoIndiaforatleast2weekssohe/shecanspendatleast3daysoneachsitetogetarealfeelforhowthepartnerdoesbusiness.L-Task2DialogueTwo---keywordsconsensusn.agenerallyacceptedopinionordecisionamongagroupofpeople共识Example:1)Thereisalackofconsensusabouttheaimsoftheproject.

在这个项目的目标问题上大家缺乏共识。2)Thegeneralconsensusintheofficeisthathe’suselessathisjob.大家普遍认为他并不能在工作中发挥很大作用。L-Task2DialogueTwo---keywordsinspiring

adj.

encouraging,ormakingyoufeelyouwanttodosomething令人鼓舞的

Example:inspiringcompanyhistory令人振奋的公司历史2)Hewashonoredasthecompany’sinspiringleaderfor2011.被授予2011年度公司最激励人心的领导。Listening&Speakingnetwork

n.agroupofpeople,organizationsetcthatareconnectedorthatworktogether人际网，联网Example:It’simportanttobuildupanetworkofprofessionalcontacts.建立业内的人际关系很重要。2)Thecompanyhasanetworkofshopsalloverthecountry.这家公司有着遍布全国的门店。DialogueTwo---ListeningtaskListentoatalkaboutthecompanycultureamongagroupofstaffworkinginamultinationalcompanyandtickwhatyou’veheard.Thestaffcanhavearandomideawithoutanyevidencetosupportit.Thecompanyhasitsownculture,soeveryoneinithastoadapttoit.Employeesareencouragedtobethebesttheycanbe.Employeesdon’tneedtoberesponsiblefortheiractions.It’sthecommonalitiesthatuniteeveryonetogether.It’sveryeasytomakeacquaintancesinthecompany.Listening&SpeakingDialogue2

Script

Mike:Youcancomewithadifferentopinionandareallowedtoproposeit.James:Butyoucan’tjustcomewithsomerandomidea,youhavetobeabletohaveenoughstufftobackitup,gainconsensusandmakeadifference.Lee:Ihaveworkedinothercompanies,andIthinkthatthisisthestrongestIhaveseen,andit’salsoverysincereandwedon’t,sortof,preach.Wepractice.Mike:Alotgoesintocreatinganenvironmentforpeopletobethebesttheycanbe.James:Ourcompanycultureisabouthavinganopenmind,takingownershipforwhatyoudo,whichisthefreedomthroughresponsibilityconcept.Lee:Itreallyappreciatesthedifferencesthatyoucouldbringtotheorganization,andyouwillworkwithpeoplecomingfromdifferentbackgrounds,differentnationalities,whichisreallyinspiring.Listening&SpeakingDialogue2

Script

Mike:Ifyou’reworkinginAsiaorAfricaorLatinAmerica,theculturesremaindifferentandIthinkthat’sagoodthing.Idon’tthinkitshouldbeonecultureacrossthewholecompany,butacommonsetofgoalsthatdriveus.James:Yougetpeoplefromdifferentbackgrounds,differentaccents,butwespeakthesamelanguage.Wecanreadfromthesamescoresheet.Wesortofaccepteachothers’differences,findthecommonalities,andwemoveforwardfromthat.Lee:Peoplecreatenetworksinthiscompanysoquickly.Youmeetpeopleindifferentenvironments,andallofasudden,you’vegotanetworkthatcoverstheentireglobe.DialogueTwoSpeakingTaskMakeadialoguewithyourpartnerabouttheadvantagesordisadvantagestoworkinaculturallydiverseenvironment.TextKeyWordsandExpressionsReadingTaskPassageOneUnderstandingCulturalDifferencesinOffshoreOutsourcingInarecentAccenturestudy,culturalissueswerelistedasoneofthemainreasonsforproblemsinoffshoreoutsourcingdealsandoverhalfofNationalOutsourcingAssociation(NOA)memberssurveyedrecentlyalsosaidculturaldifferencesarestillanissueinoffshoreoutsourcingdeals.The

impactofculturaldifferenceissomethingthatshouldnotbeignoredwhengoingoffshore.Dependingonthelocationyouareoffshoreoutsourcingto,culturaldifferencescanvaryfromminorifyounearshore,forinstanceinIrelandorEasternEuropetoarealculturalclashifyouoffshoretolowcostcountriesinAsiasuchasIndiaorChina.PassageOneSofarIndiahasbeenthemostfavoredoffshoreoutsourcingdestinationandcontinuestobeadominantplayerinthisfield.TheIndianserviceprovidershavematuredovertheyearsinprovidingoffshoreoutsourcingservicesandareabletomanageculturaldifferenceswhenworkingwithclientsacrossdifferentgeographies.However,oneareathathassofarnotreceivedsignificantfocusiseducatingtheirclientsontheseculturaldifferences.Unlesstheclientsunderstandtheseculturaldifferences,itishardforthemtounderstandandappreciatethem.PassageOneForexample,ifyouareinameetingwithanIndianserviceprovider,youwillobservethatthemostseniorpersonintheteamfromtheserviceproviderwillleadthediscussionsandhissub-ordinateswouldonlyspeakwhenhis/herbossasksthemtodoso.InUKbusinessculturesub-ordinatescaninterruptaconversationatanytimeiftheyhaveavaluablecontribution,butifthisetiquettewasfollowedinIndiaitwouldbeconsidereddisrespectful.PassageOneAnothertypicalobservationwithIndiansisthattheyarenevercomfortablesaying"No",especiallyifyouareaclient.Forexample,ifyougotoastoretobuyashirtandrealizethattheshopisabouttoclose,youcanstillwalkin(evenafterthetillisclosed)andthestorewillensurethatyourneedsarebeingserved,evenitmeansthattheyhavetokeepthestoreopenforanother30minutes.InITprojectscenarios,projectmemberswillnotmindcompromisingtheirfamilycommitmentsjustbecausetheycannotordonotwanttosay"No"totheirclients.PassageOneMostIndiansarenotcomfortablegivingbadnews.Theybelievethattheyshouldgivepeoplegoodnewsandwhenitcomestogivingthebadnews,theyareeitherveryquietorfindalternativewaystocommunicatethebadnews.Thisisanimportantaspecttounderstandasmanyclientsget"surprises"abouttheirprojectrelatedissuesataverylaterstageandkeepwonderingwhytheissuewasn'thighlightedduringtheweeklyreviewmeeting.Sothekeyinoffshoreoutsourcingisnotjustfindingtherightprojectsandtherightpeopletodeliverthem,butbuildingcapabilitywithinyourteamtoworkwithinaculturallydiverseenvironment.PassageOneadj.

moreimportant,strongornoticeablethananythingelseofthesametype领先的PassageOnedominante.g.

Thecompanycan’tpreserveitsdominantpositioninthemarket.这个公司不能在市场上保持领先地位。2)Japanbecamedominantinthemassmarketduringthe1980s.日本于上个世纪80年代在大众市场占有领先地位。e.g.

Highermortgagerateshavealreadyhadamajorimpactonspending.居高不下的按揭利率已经对消费产生了很大影响。2)Tougherenvironmentallawscouldhavenegativeimpactsoneconomicgrowth.越来越严厉的环境法有可能对经济发展带来不利影响。PassageOneimpactn.apowerfuleffectthatsomething,especiallysomethingnew,hasonasituationorperson影响力e.g.

1)Therulesofetiquetteareinthiscompanyarenotsostrict.这家公司的礼仪规则不那么严格。2)Heunderstandswellaboutbusinessetiquette.他熟知商务礼节。PassageOneetiquetten.thesetofrulesorcustomswhichcontrolacceptedbehaviorinparticularsocialgroupsorsocialsituations礼节e.g.

1)Theyarethepeoplefromdiversecultures.他们是些有着不同文化背景的人。2)Personnelinoutsourcingindustryhavetoadapttodiversecompanycultures.从事外包行业的人员要学会适应不同的公司文化。PassageOne

diverseadj.variedordifferent不同的e.g.

1)Wecan’tjustcompromiseourproductionstandardtomakemoreprofits.我们不能仅靠降低生产标准来获取更多利润。.2)Thecompanyhasmadeitpublicthatitwillnotcompromiseontheproducts’qualityasaresultoftheinflation.这家公司已经对外宣布他们不会因为通货膨胀而降低产品的质量。PassageOne

compromisev.toallowyourprinciplestobelessstrongoryourstandardsormoralstobelower妥协处理，危害1-Task1ReadingTask:

Judgewhethereachofthefollowingstatementsistrueorfalseaccordingtothetext.PassageOneMostoftheMOAmembersbelievethatcostsarestilltheprioritytobedealtwithinoffshoreoutsourcingdeals.Inoffshoreoutsourcing,locationswilldeterminewhethertheculturaldifferencesarebigornot.TheIndianoutsourcingindustryhasbeenabletomanageculturaldifferences.Indiansareallowedtospeakouttheiropinionswhenevertheywantinameeting.ItisconsideredacceptableinUKtointerruptatalkwhenyouhavevaluablesuggestions.Indiansseldomsaynototheirclients’needs.InIndia,ifpeoplefindanyproblemsinaproject,theywillpointthemoutdirectly.PassageTwoTextKeyWordsandExpressionsReadingTaskPassageTwoCulturalBarrierstoOffshoreOutsourcing"VendorsfromChinadon'tknowhowtoworkwithus."Heardthisbefore?Awarenessofculturaldifferencesisthefirststeptoavoidingmiscommunicationandotherbusinessmissteps.Theseculturaldifferencesimpactinteractions,communication,interpretation,understanding,productivity,comfortandcommitment.PassageTwoPassageTwoSohowcanweaddressthem?Companieshaveadoptedtworoutessofar:culturalawarenessandculturallycompatibleresourcedeployment.Culturalawarenessinvolvesconductingworkshopsandsessionsbothoffshoreandonshoretomakebothsidesawareofeachother'sculturalpractices.Infact,suchsessionsarenowincludedasafreebieinmanylargeoutsourcingprograms.PassageTwoCulturallycompatibleresourcedeploymentinvolveshavinglocal,nativeonsitepersonsmanagetheonshoreclientrelationshiporevenhavingaculturallycompatibleoffshoreworkforce(exampleU.K.andSouthAfrica).Thetwothingstobekeptinmindwhiledoingthisarefirstlywhethertheculturalbarrierisaddressedinternallywithintheserviceprovider'sorganizationandsecondlyiftheerosionofcostadvantageisworthit.PassageTwoBeyondtheaboveobvioussolutions,companiesneedtokeepthreeprinciplesinmindtofullyaddressculturalbarriers.Thefirstprincipleisthatitisatwo-waystreet.AdirectorofaleadingculturaltraininginstituteinU.K.oncetalkedofanincidentwherehisclientinU.K.wascomplaining"theChinesedon'tknowhowtoworkwithus.TheIndiansdon'tknowhowtoworkwithus".Thedirectorretorted,"Haveyoueverconsideredthatyoumaynotknowhowtoworkwiththem?"Soit'sasmuchaboutthebuyerunderstandingthesupplier'scultureastheotherwayround.PassageTwoThesecondprincipleisthatittakesconsciouseffort,intentionandpatienceforculturalawarenesstoshowupinourbehavior.Therearetwosystemsinourmind—System1,theintuitivepart,andSystem2,thereflectivepart.OurnativeculturalfactorsareinSystem1,andwhenwelearnaboutanewculture,itgetsslottedinSystem2.Sounlesswepracticeandreflectaboutthenewculture,theintuitiveaspectofourownculturewillstillbetheonlydriver.Scientistshavealsofoundthatourchildhoodculturalexperienceplaysamajorroleinshapingthewaywethinkandaswegrowolder,theneuroplasticity(神经塑性)ofourbrainactuallyreduces,makingchangemuchharder.PassageTwoThethirdandmostimportantprincipleisthataddressingtheculturalbarrierrequiresashiftinindividualthinking.Eachculturebringsinitsuniqueperspective,andthat'swhatisrequiredtosolvingtoday'scomplexproblems.Butwelistentootherculturesthroughourownjudgmentsandprejudices.Wehavetobewillingtoletthemgo,toacceptanother.Howweseeotherpeopleandtheirdifferencesismerelyapointofview.n.knowledgethatsomethingexists,orunderstandingofasituationorsubjectatthepresenttimebasedoninformationorexperience意识PassageOne

awarenesse.g.

1)It’svitaltoraisetheawarenessofculturaldifferencesinoutsourcingindustry.在外包产业中一定要提高文化差异的意识。2)Environmentalawarenesshasincreaseddramaticallyoverthepastdecade.人们在过去十年中越来越有环境保护的意识。v.togiveattentiontoordealwithamatterorproblem对付，解决PassageOne

addresse.g.

1)Thatissuehasyettobeaddressed.那个问题还有待于解决。2)Ourproductsaddresstheneedsofrealusers.我们的产品解决了用户的需求问题。adj.abletoexist,livetogether,orworksuccessfullywithsomethingorsomeoneelse一致的，适合的PassageOnecompatiblee.g.

1）Ourwidgetsarecompatiblewithmanytypesofmachines.我们生产的小部件和许多种类的机器都能匹配。2）Thissoftwaremaynotbecompatiblewitholderoperatingsystems.这个软件和旧版的操作系统不兼容。n.somethingwhichisgiventoyouwithoutyouhavingtopayforit,especiallyasawayofattractingyoursupportfororinterestinsomething免费的东西PassageOnefreebiee.g.

1）Thecompany'smarketingrepwasgivingoutpensandmugs-theusualfreebies.公司的营销代表照例发了些免费的钢笔和杯子。2）Thejournalistswereallgivenafreebielunch.记者们都得到了免费的午餐。n.aparticularwayofconsideringsomething视角PassageOneperspectivee.g.

1）Herattitudelendsafreshperspectivetothesubject.她的意见给这个问题带来了新的视角。2）Youmustgetthestoryinitsrightperspectives.你必须正确地了解这件事。PassageTwo---Readingtask

Fillintheblankstosummarizethewaystosolvetheproblemofculturaldifferencesaccordingtothepassage.Way1:togettoknoweachother’sculturalpracticestosetupworkshops________________

Way2:_________________________

____________________________________Way3:____________________________________________________________WritingSample1Sample2WritingTaskWritingSampleOneMEMOTo:AllStaffFrom:Eric,HumanResourcesDate:November9Subject:STAFFCHRISTMASPARTYIt'sthattimeofyearagain.Asyouallknow,Christmasisourbusiestseasonoftheyear.EveryyearitisastruggleformanagementandsupervisorstofindthetimeandenergytoorganizeastaffChristmasparty.Thisyear,wehavedecidedtopostponetheChristmaspartyuntilafterourbusyseason.PartyDetailsDate:SecondorthirdSaturdayinJanuaryTheme:BeachFood:CaribbeanSpecialevents:KaraokeandbellydancingWeapologizethatthecelebrationwillhavetowaituntiltheNewYear,butweguaranteethatitwillbeworththewait.AnyoneinterestedinvolunteeringtohelpoutwiththeeventisencouragedtocallLucy,oureventscoordinator.Lucy'scellphonenumberis222-3098.PleasecontactLucyoutsideofbusinesshoursregardingthismatter.Thankyou.EricWritingSampleTwoMEMORANDUMTO:BillMeredithFROM:MariaCastellanoDATE:May25,2011SUBJECT:seminaroncrossculture

Tocreateanawarenessofcross-culturaldifferencesandofhowthesedifferencesimpactthewaywethink,

behave,communicateanddobusinesswitheachother,aseminaroncrossculturewillbeheldattheBoltonHotelonJune10,at1:00p.m.,whichoffers

thefollowingdiscussiontopics:TheSkillsofCross-CulturalCommunicationConvincingandSellingYourIdeasTheSkillsofWorkingTogether–fromTalktoACTIONInternationalLeadershipSkills–fromLocaltoInternationalWestronglyrecommendthateverymemberofPublicRelationshipattendthisseminar.Wewill,ofcourse,paytheentrancefeesforallemployeeswhowouldliketoattend.Pleaseencourageeveryonetogo,andpleaseprovidemewiththenamesofthosewhowillattendnolaterthanJune1st.Iappreciateit.Sincerely,MariaCastellanoWritingSupposeyouareaHumanResourcesecretaryandnowyouhavetowriteamemoaboutCasualFridayswhichwillbecarriedoutinyourcompany.YouhavetoexplainwhatkindofclothesthestaffisallowedtowearonFridays.