服务外包英语课件：communication practices

Unit3CommunicationPracticesContentsPassageTwo4StartingUp1Listening&Speaking2PassageOne3LanguageLab7TipsforProfessionals7Writing5Mini-project6StartingUp1.Canyougiveexamplesofusingelectroniccommunication?

TaskOneDiscussthefollowingquestionswithyourpartner.Startingup-12.Whatarethebenefitsofusingelectroniccommunication?Startingup-3StartingUpMatchthewords1)–4)withtheChinesedefinitionsA–E.

TaskTwo1)faxA.即时信息2)teleconferenceB.电视会议3)instantmessageC.传真4)videoconferenceD.远程电话会议1)_____2)______3)______4)______BDCAReadthethingsyoushoulddowhenyouleaveavoicemailmessage.Numbereachstepinorder(1-5).□Givethereasonforyourcall□Saywhatactionisnecessary□Endthecall□Giveyourcontactdetails□GiveyournameStartingUp

TaskThreeListeningListening&SpeakingDialogueOneDialogueTwoSpeakingTaskL-Task1Listening&SpeakingDialogueOne:WorkAssignment

1.

intention:somethingthatyouwantandplantodo目的,意图Example：1)Hisgood

intentions

wererepaidbygoodresults.

他的善意得到了善报。

2)Itwasn'tmy

intention

tofoolyou.

我并不想骗你。KeyWordsandExpressionsL-Task1Listening&SpeakingDialogueOne:WorkAssignment

2.timely:adj.happeningatasuitablemoment及时的，适时的Example：1)Your

timely

warningsavedourlives.

你的及时警告救了我们的命。2)Weareparticularlygratefultohimforhistimelyhelp.我们特别感谢他的及时帮助。KeyWordsandExpressionsL-Task1Listening&SpeakingDialogueOne:WorkAssignment

3.proactive:adj.takingactionbycausingchangeandnotonlyreactingtochangewhenithappens积极主动的Example：1)Proactivefiscalpolicy积极的财政政策2)Weneedanew,moreproactivewayofthinkingabouthowsoftwarecanhelppeoplereachtheirgoalsandcompletetheirtasks.我们需要以全新并更主动的方式来思考软件能够怎样帮助人们实现其目标和任务。KeyWordsandExpressionsL-Task1Listening&SpeakingDialogueOne:WorkAssignment

4.counterpart:n.apersonorthingwhichhasthesamepurposeasanotheroneinadifferentplaceororganization极相似的人或物,配对物Example:1)Canada‘sPrimeMinisteristhecounterpartoftheU.S.President.加拿大总理相当于美国总统。2)TheU.S.CongressisthecounterpartoftheBritishParliament.美国的国会相当于英国的议会。KeyWordsandExpressionsL-Task1Listening&SpeakingListeningTask:

Listentotheconversationandcompletethefollowingsentences.Script1.Rebeccausestheword‘proactive’inherconversationwithThomas.Whatdoesbeing‘proactive‘mean?2.WhatistheproblemRebeccaishavingwithAngela?3.HowdoesRebeccaresolvetheproblemwithAngela?4.WhatistheapproachWesternerstaketowardswork?5.IfyouwereAngela,howwouldyoubridgethecommunicationwithRebecca?L-1-ScriptListening&SpeakingDialogue1

Script_1CommunicationproblemsThomas:

HelloRebecca,howareyoutoday?Rebecca:Iamfine.Thankyouforasking.Andhowareyouthesedays?Thomas:

Iamdoingwell.IwantedtoaskyouhowisyourprojectgoingwithouroutsourcingpartnersinAsia?Rebecca:Atthispoint,IamhavingsomecommunicationproblemswithmypartnerAngela.Sheseemstohavedifficultyunderstandingme.Thomas:Inwhatway?Doessheseemtohavedifficultyunderstandingournativelanguagewhenshespeakswithyou,orisitaculturaldifference?Rebecca:Ibelieveitisbothaculturalandalanguageproblem.Iamhavingtroublecommunicatingmyintentionstoher.SheunderstandssomeEnglishandIamtryingtolearnhernativelanguage.Ithinkwebothneedtotrytobecomebetteratcommunicatingwithoneanother.Thomas:Iagreewithyou.Whatareyourintentions?L-1-ScriptListening&SpeakingDialogue1

Script_2Rebecca:Iwanttoexpresstheneedtohaveourproductdeliveredwithinaspecificperiodoftime.Shedoesn’tseemtounderstandthatIneedatimelyresponsefromher.Inourviewpoint,timeismoney.Imaybeusingwordsshemaynotunderstand.Thomas:Isee.Thatwouldseemtobeadifficultproblem.Howdoyouintendtosolvethisissue?Rebecca:IamlearningtounderstandhowAsiansapproachtheirprojectwork.IunderstandthatIhavetobemorepatientandproactiveinmycommunication.Ibelievewecansolvethecommunication.Thomas:Thatwouldseemtobeaverygoodidea.IthinkIwilldothesamewithmycounterpartaswell.Rebecca:Ibelievegoodcommunicationbeginswithhowwellwewanttounderstandoneanother’sculture.Ithinkwecanbuildasolidbridgeofcommunicationtogetherandworktowardsthesuccessofourprojects.Infact,IwillcallAngelanowandexpressmyfeelings.Thomas:Iwishyouwellinthesuccessofyourproject.SeeyouRebecca.Rebecca:SeeyouThomas..L-Task2Listening&SpeakingDialogueTwo:SolvingProgrammingProblem1.download:v.

tocopyormoveprogramsorinformationintoacomputer‘smemory,especiallyfromtheInternetoralargercomputer下载Example:1)"MultimediaMessageDownload"彩信下载2)Ittakesseveralminutestodownloadthisfile.下载这个文件要花几分钟时间。较新的汽车在导航系统和触摸屏多媒体中心使用图形用户界面。KeyWordsandExpressionsL-Task2Listening&SpeakingDialogueTwo:SolvingProgrammingProblem2.resolve:v.tosolveorendaproblemordifficulty解决Example:1）Furtherworkisneededtoresolvethiscontradiction.解决这一矛盾需要进一步研究。2）Furtheranalysisandobservationswillalmostsurelyresolvethisdiscrepancy.进一步的分析和观察肯定能够解决这种分歧。KeyWordsandExpressionsL-Task2Listening&SpeakingDialogueTwo:SolvingProgrammingProblem3.release:v.toallowsomethingtobeshowninpublicortobeavailableforuse向公众提供某事物Example:1）Thenewmodelhasnowbeenreleasedforsaletoexportmarkets.

新型号的产品现已经向出口市场出售2）Thefilmisscheduledforreleasenextmonth.该片定于下月发行。KeyWordsandExpressionsL-Task2Listening&SpeakingDialogueTwo:SolvingProgrammingProblem4.stress：v.toemphasizeastatement,fact,oridea强调Example:1）Thatschoollaysstressuponarithmaticandreading.那所学校非常重视读算两科。2）Helaidlittlestressuponpoliticaldevelopments.他极少注重政治上的发展。KeyWordsandExpressionsL-Task2Listening&SpeakingListeningTask:

Decidethefollowingstatementstrueorfalseaccordingtotheconversationyou’vejustheard.PutTfortrueandFforfalse.Thenwritekeywordstosupportyouranswer:Danielhasnoworryabouthisoutsourcingcompanyatall.Janeworriesthemusicprogrammingoftheirmp4playersisexperiencingaproblem.Thenewmp4playersareduetocometomarketin90days.Danielisnotsurewhethertheycansolvetheproblem.Danielhasproblemcommunicatingwithhiscounterpart.

L-2-ScriptListening&SpeakingDialogue2

Script

Daniel:HelloJane.Howareyoutoday?Jane:IamfeelingfinetodayDaniel,andyou?Daniel:Iamfeelingwell,butIhaveafewconcernsaboutthequalityofourmusicprogrammingbeingmadeoverseasatourforeignoutsourcingcompany.Itseemsthatthemusicprogrammingofourmp4playersisexperiencingaproblem.Jane:Inwhatway?Daniel:Ihavenoticedthatthecomputerlanguageofprogramminghasbeenchanged.OurcustomershaveconcernsthattheyarehavingproblemsdownloadingmusicfromAmericanwebsites.TheprogramminglanguageseemstobeonlywrittenforthosewhocanreadChineseandthemp4playerscannotplaythemusic.Jane:Thisisabigproblem.Howdoyouplantoresolveit?L-2-ScriptListening&SpeakingDialogue2

Script

Daniel:Ionlyhaveashortamountoftimetoresolvetheissuesbeforethenewseriesofmp4playersarereleasedintotheAmericanmarket.IhavetocallmycounterpartinAsiaabouthowwecansolvethistogetherinatimelymanner.Thenewmp4playersareduetocometomarketin90days.Jane:Doyouthinkyoucansolvetheprogrammingproblembeforethattime?Daniel:Ibelievewecan.Wehavehadgoodcommunicationinthepastinresolvingissues.Jane:Thatisverygoodtohear.Ithinkmuchofourstressinvolveshowwellwecommunicatewitheachother.Youseemtohaveagoodrelationshipwithyourcounterpart.Daniel:Yes,weworkwelltogether.Infact,Iamreceivingacallfrommycounterpartnow.PleaseexcusemeJane.Jane:Ihopeeverythinginvolvingthemp4programmingissueissolvedtoyoursatisfaction.Daniel:ThankyouJane.SpeakingListening&SpeakingSpeakingTask1GetintopairsandimaginethatyouworkinRebecca’scompany.NowyouneedtodiscusswithyourpartnershowtocommunicatewithAngelaonhavingyourproductdeliveredwithinaspecificperiodoftime.2Tellyourpartneranexampleoffailureduetolackofcommunicationinyourdailylife.

Passage1TextKeyWords

andExpressionsReadingTaskPassageOneText1-1CommunicationandOutsourcing

PhoneOftenthemosteffectivemethodofcommunicationforaprojectistotalkdirectlytousonthephone.E-mailFordaytodaycommunicationweencouragetheuseofe-mailsasitallowsconversations,instructionsandfeedbacktobetrackedandreferencedforfutureuse.InstantMessagingMSN,Yahoo,GoogleTalk-instantmessagingtoolsaretheperfectcompaniontoEmailcommunication.Fortheoccasionalclarificationorquickmessage,instantmessagingcanbeusedtotalkdirectlytous.PassageOneText1-2Wedoadviseourclientstokeepinstantmessagingtoaminimumasitcanbedistractinganddisruptworkiftherearealargenumberofmessagesbeingsent.Abasicruleofthumbisthatiftheinformationisn‘ttimecritical(i.e.itcanwaitfor30minutesormore)thenthebestoptionistosendane-mail.ScreenSharingWhenworkinglocallywithcolleaguesitisofteneasiertodiscussandexplainyourpointsonscreenwiththem.Itcansavealargeamountoftimeandweunderstandtheneedforthesameabilityforyouroutsourcedprojects.PassageOneText1-3ThereareanumberofservicessuchasGoToMeetingandLogMeInthatwearesubscribedto(andbecauseofthis,willcostyounothingtouse)whichallowapersontodrawonandcontrolaremotecomputerscreen.CombinedwithVOIPorphonecallsitispossibletorecreatethefeelingandeffectivenessofsittingnexttoapersoneventhoughyoucouldbethousandsofmilesapart.PassageOnen.oneofapairofthingsthatgotogetherorcanbeusedtogether陪伴，伴随物PassageOnecompanion

e.g.

Areyoualoneorwithacompanion?2)adependablecompanione.g.

1）

Don'tdistractmyattention.2）Thefilmmanagedtodistractmefromtheseproblemsforawhile.PassageOnedistract

v.totakesomeone'sattentionawayfromsomethingbymakingthemlookatorlistentosomethingelse转移1-Task11.What’sthemosteffectivemethodofcommunicationaccordingtotheauthor?2.Iftheinformationisnottimecritical,whatmethodofcommunicationwouldbethebestchoice?3.Discusswithyourpartnerwhichmethoddoyouprefer:face-to-facetalk,e-mails,instantmessaging,andscreensharing.Giveyourreasons.ReadingTask:

Answerthefollowingquestionsaccordingtothepassage.PassageOne

PassageTwoTextKeyWordsandExpressionsReadingTaskPassageTwoText2-1TheImportanceofCommunicationinOutsourcingWhen

outsourcing

some

people

think

that

it’s

as

easy

as

giving

the

offshore

company

the

requirements

and

letting

them

do

their

thing,

and

then

come

back

some

time

later

to

pick

up

the

finished

product.

Nothing

could

be

farther

from

the

truth.

Outsourcing

a

project

to

an

offshore

company

can

meet

failure

due

to

several

reasons,

the

most

common

one

being

lack

of

communication

between

the

buyer

and

the

seller.PassageTwoText2-2PassageTwo

Manybuyersdon’tconsidertheimportanceofregularcommunicationonallstagesoftheprojectdevelopmentuntilit’stoolate.Manybarelytalktothecompanybetweenthemomenttheyawardtheprojectandtheendofthedeadline.Andthisisabigmistake.Likein-houseemployees,offshorecompaniesneedsomeonetomanagetheirworkandkeepthemontherighttrack.Whenyoudon’tcommunicate,youwastetimewhichyoucouldhaveappliedfixingproblems…andeventuallyyoustartlosingmoneyifyou’redependentonadeadline.Text2-3PassageTwoRememberthatwhenyououtsourceaproject,youareworkingwithpeoplewhomaybeontheothersideoftheglobe:thatmeanstimezonedifferences,languagebarriers,andcommunicationtechnologylimits.Ultimately,however,poorcommunicationcanstartassoonasyousubmityourproject.OnGetACthebuyerisinchargeofopeningapublicprojectwithclearly-statedrequirements.Manyprojectsfailbecausethebuyerdoesnotwritedowntheserequirementswellenoughandjustassumesthecoderhasunderstoodhim.Text2-4PassageTwoTruthis,mostcodersjustwanttowinprojectsandwillsayanythingtoconvinceyoutogivethem,includingclaimingtheyknowwhatyouwant;theywillalsowastealotofyourtimewhilepretendingthattheyhaveaclearideaaboutituntiltheyconfessthey’recluelessandabandonit,leavingyouhavetostartover.Itmightlooklikeoutsourcingprojectsisjustnotworthit.That’snotso:thousandsofoutsourcedprojectsarecompletedeveryyear,fromthesmallestapplicationtothemostcomplexwebsite.Allittakesiskeepinginsomeimportantpoints:Text2-5PassageTwo1)Startwithagoodprojectdescriptionofwhatyouwant.GetAC,havemessageboards:usethemtodiscusstheprojectwiththecompaniesduringtheearlierstages.Makesurethey’reonthesamewavelengthasyouare.Askthemquestionsabouthowtheyplantodevelopit,askthemtorestateyourobjectives,andencouragethemtoaskyouquestionstoo.Companiesthatdon’tseeminterestedinyourprojectmaydisappearinthemiddleofit,leavingyoustranded.Text2-6PassageTwo2)ChoosecompaniesfluentinEnglish.Yes,theyshouldjustneedtohavethetechnicalknow-how,butyou’llneedtodiscussunforeseeablematterswiththem,askforupdatesandsuggestrevisions,soyou’llwanttheirrepresentativetounderstandyouwithoutproblems.Bewaremisinterpretationsborn

fromculturaldifferences.Text2-6PassageTwo3)Considerhowmuchtimeyoucandeveloptoyourprojectonadailyorweeklybasis;thensetoutascheduleandfollowitwithyourchosencompany.Keepingaregularschedule,onceadayortwiceaweek,isessential.Makesurethecompanykeepsyouupdatedontheproject’sdevelopments.Don’tbeawayfortoolong,anddon’tletthecompanygosilenteither:thisisabadsign.4)Itmightbebettertobreakdownyourprojectintosmallertasks,eachwiththeirowndeadlines;inthiscase,theprojectiseasiertocontrolandifproblemsofinterpretationariseyoucanstartironingthemoutatthebeginninginsteadoflettingthemgrowuncontrollably.Text2-6PassageTwo5)Beforechoosingacompany,makesuretheyhavemeanstokeepintouchwithyou.Sharinge-mailaddressesmaybegoodatthebeginning,butsoonyou’llneedtobecommunicatinginrealtime.Fortunatelytherearelotsofcheap,internet-basedtools,likeSkype,tokeepbuyerandsellerwithinreach.Askthemhowtheyplantokeepintouchwithyouduringthedevelopmentphaseandseeiftheirmethodssuityourneeds.n.

asystemofwords,lettersorsignswhichisusedtorepresentamessageinsecretform编码器PassageOnecodere.g.

1)

digitalaudio2）coderelectroniccoder

adj.unabletoleavesomewherebecauseofaproblemsuchasnothavinganytransportormoney束手无策的；进退两难的PassageOnestranded

e.g.

1）Hewas

stranded

inParis.

2）Iwasleftstrandedpennilessinastrangecity.

2-Task11.Whatisthemostcommonreasonwhichcausesfailureinoutsourcing

a

project

to

an

offshore

company?2.Whatotherproblemsmightoutsourcingaprojectoverseasencounter?3.Makealistoftipsforsuccessfullyoutsourcingaproject.PassageTwoReadingTask:

Answerthefollowingquestionsbriefly.WritingWritingSample1Sample2WritingTaskW-sample1Team#:

5ProjectName:BestShoppingStorewebsitedesignMilestonesthisweek:DesignConcept/CreativeBrief

Status:

onscheduleMeetingsthisweek:June8,2011PlannedMeetings:June15,2011UpcomingMilestones:

ExecuteDesignProblemsencountered:

None

Members:Mike,Ellen,Tom,Larry,Roger,Cherry,JohnTasksforthisweek:InformationGathering,asitemapdevelopingAccomplishmentsthisweek:InformationGathering,sitemapdevelopingTasksfornextweek:Sitedesignwithtemplates,Imagesandprototype.WritingSampleOneW-sample2WritingSampleTwoOutsourcingProjectProgressReportDate:6/12/2011ProjectName:GlobalMusicDevelopmentConcerns:mp4playerprogramminglanguagedownloadingproblemsProjectCoordinators:AsianProjectCoordinator:WangHua,SunCommunicationsChinaAmericanProjectCoordinator:TomDavid,WildfireEnterprisesUSAFrom:WangHuaTo:TomDavidW-sample2WritingSampleTwoTom,Ihaveresolvedtheissueoftheprogramminglanguageproblem.TheengineeringteamhereinChinadiscoveredthesourceofthecomputerlanguageconflict.Itwasdiscoveredthattheproductionteamreceivedthewrongspecificationinformationinvolvingthemp4playersdestinedfortheNorthAmericanmarket.Thefirstseriesofmp4playersthatyoureceivedhadtheAsianlanguagecodeimbeddedwithintheprogrammingandmeantonlyforAsianmp4players.TheAsiancodeprogrammingwasinadvertentlyplacedwithintheNorthAmericanmp4playersduringtheproductionphase.W-sample2WritingSampleTwoWehaveresolvedtheproductionrelatedissues.Youwillbereceivingnewmp4playersverysoonandwillbeabletomeetyourdeadline.Weapologizefortheinconvenience.Hereishowweresolvedtheissuesoitwillneverhappenagain:EveryfutureproductprogramminginvolvingtheNorthAmericanEnglishlanguagewillhavethecode“USAWEST”imbeddedintheproduct.EverycomputerlanguagechipdestinedforNorthAmericawillhavethecolor“Blue”inordertodistinguishitfromtheAsiancounterpart,whichis“Green”Webelievewehavesolvedthisissueonceandforallandlookforwardtocontinuingourexcellentoutsourcingrelationship.WangHuaWritingWriteaprogressreportonyourstudyofoutsourcingEnglish.Inthereport,explainwhatworkhasbeendonesofar,whatproblemsyouhaveencounteredandhowyouhavesolvedthem.Finally,writeabouthowyouaregoingtolearninthenextperiod.WritingTaskW-TaskMini-ProjectMini-ProjectConsiderascenario.OrganizationAoutsourcesthemanufacturingofvehicles(cars)toorganizationB.Allthefunctionsofthecarstobemanufacturedwerediscussed.OrganizationBwastodeliver1millionunitstoorganizationBin3months.Whentheproductwasdelivered,organizationAwasfuriousbecauseallthecarswerewhiteincolor.ThecoloraspectwasnotcommunicatedtotheorganizationBandthisomissionresultedinhugelossestoorganizationAandtarnishedthereputationoforganizationB.Mini-ProjectMini-Proje