服務(wù)外包英語課件：communication practices

Unit3CommunicationPracticesContentsPassageTwo4StartingUp1Listening&Speaking2PassageOne3LanguageLab7TipsforProfessionals7Writing5Mini-project6StartingUp1.Canyougiveexamplesofusingelectroniccommunication?

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

TaskTwo1)faxA.即時(shí)信息2)teleconferenceB.電視會議3)instantmessageC.傳真4)videoconferenceD.遠(yuǎn)程電話會議1)_____2)______3)______4)______BDCAReadthethingsyoushoulddowhenyouleaveavoicemailmessage.Numbereachstepinorder(1-5).□Givethereasonforyourcall□Saywhatactionisnecessary□Endthecall□Giveyourcontactdetails□GiveyournameStartingUp

TaskThreeListeningListening&SpeakingDialogueOneDialogueTwoSpeakingTaskL-Task1Listening&SpeakingDialogueOne:WorkAssignment

1.

intention:somethingthatyouwantandplantodo目的,意圖Example：1)Hisgood

intentions

wererepaidbygoodresults.

他的善意得到了善報(bào)。

2)Itwasn'tmy

intention

tofoolyou.

我并不想騙你。KeyWordsandExpressionsL-Task1Listening&SpeakingDialogueOne:WorkAssignment

2.timely:adj.happeningatasuitablemoment及時(shí)的，適時(shí)的Example：1)Your

timely

warningsavedourlives.

你的及時(shí)警告救了我們的命。2)Weareparticularlygratefultohimforhistimelyhelp.我們特別感謝他的及時(shí)幫助。KeyWordsandExpressionsL-Task1Listening&SpeakingDialogueOne:WorkAssignment

3.proactive:adj.takingactionbycausingchangeandnotonlyreactingtochangewhenithappens積極主動的Example：1)Proactivefiscalpolicy積極的財(cái)政政策2)Weneedanew,moreproactivewayofthinkingabouthowsoftwarecanhelppeoplereachtheirgoalsandcompletetheirtasks.我們需要以全新并更主動的方式來思考軟件能夠怎樣幫助人們實(shí)現(xiàn)其目標(biāo)和任務(wù)。KeyWordsandExpressionsL-Task1Listening&SpeakingDialogueOne:WorkAssignment

4.counterpart:n.apersonorthingwhichhasthesamepurposeasanotheroneinadifferentplaceororganization極相似的人或物,配對物Example:1)Canada‘sPrimeMinisteristhecounterpartoftheU.S.President.加拿大總理相當(dāng)于美國總統(tǒng)。2)TheU.S.CongressisthecounterpartoftheBritishParliament.美國的國會相當(dāng)于英國的議會。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下載Example:1)"MultimediaMessageDownload"彩信下載2)Ittakesseveralminutestodownloadthisfile.下載這個(gè)文件要花幾分鐘時(shí)間。較新的汽車在導(dǎo)航系統(tǒng)和觸摸屏多媒體中心使用圖形用戶界面。KeyWordsandExpressionsL-Task2Listening&SpeakingDialogueTwo:SolvingProgrammingProblem2.resolve:v.tosolveorendaproblemordifficulty解決Example:1）Furtherworkisneededtoresolvethiscontradiction.解決這一矛盾需要進(jìn)一步研究。2）Furtheranalysisandobservationswillalmostsurelyresolvethisdiscrepancy.進(jìn)一步的分析和觀察肯定能夠解決這種分歧。KeyWordsandExpressionsL-Task2Listening&SpeakingDialogueTwo:SolvingProgrammingProblem3.release:v.toallowsomethingtobeshowninpublicortobeavailableforuse向公眾提供某事物Example:1）Thenewmodelhasnowbeenreleasedforsaletoexportmarkets.

新型號的產(chǎn)品現(xiàn)已經(jīng)向出口市場出售2）Thefilmisscheduledforreleasenextmonth.該片定于下月發(fā)行。KeyWordsandExpressionsL-Task2Listening&SpeakingDialogueTwo:SolvingProgrammingProblem4.stress：v.toemphasizeastatement,fact,oridea強(qiáng)調(diào)Example:1）Thatschoollaysstressuponarithmaticandreading.那所學(xué)校非常重視讀算兩科。2）Helaidlittlestressuponpoliticaldevelopments.他極少注重政治上的發(fā)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，伴隨物PassageOnecompanion

e.g.

Areyoualoneorwithacompanion?2)adependablecompanione.g.

1）

Don'tdistractmyattention.2）Thefilmmanagedtodistractmefromtheseproblemsforawhile.PassageOnedistract

v.totakesomeone'sattentionawayfromsomethingbymakingthemlookatorlistentosomethingelse轉(zhuǎn)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編碼器PassageOnecodere.g.

1)

digitalaudio2）coderelectroniccoder

adj.unabletoleavesomewherebecauseofaproblemsuchasnothavinganytransportormoney束手無策的；進(jìn)退兩難的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