Unit 3
Listening
Task 1
1:appointment 2:urgent 3:attend 4:important 5:meeting
6:project 7:after 8:dinner 9:looks 10:like
Task 2
1. Have a further discussion about the new requirement.
2. Jack’s company has increased the security level of the Internet services.
3. Because they have had a lot of experience in that area.
4. No, David’s company has two systems in order to fit into the sudden changes.
Text A
Vocabulary preparation
1.E
2.D
3.C
4.A
5.B
After-reading Exercises
Task 1
1.US firms outsource because of its various functions to low-cost and
high-talent labor pools.
2.Small to mid-sized companies are beginning to recognize the value of
outsourcing, not only for technology services, but also for business processes.
3.IT executives have been the traditional primary buyers of outsourcing
services.
4.Financial and business-line executives and CEOs are now the now
buyers.
5.Analysts can help validate your marketing approach, serving as
third-party, unbiased advisers that in turn educate potential customers, partners and investors. Many analysts host conferences and publish newsletters and special reports on outsourcing topics in which you can participate.
6.It allows business prospects in a similar industry to address common
challenges, learn by example, and to meet the outsourcing partners behind customer achievements.
7.They are cost-effective, require no travel and contain similar content
to live seminars.
8.The media is a powerful and influential source for educating potential
customers on outsourcing trends and solutions.
9.Their services are cost-prohibitive.
10.T hey offer a blended model for the financial services industry,
engaging with clients and managing risk similar to larger outsourcers, but at competitive rates.
Task 2
Section A
1.F
2.J
3.H
4.B
5.G
6.C
7.D
8.I
9.E
10.A
Section B
1.objective
2.potential
3.alike
4.various
5.demonstrate
6.dominating
7.expertise
8.financial
9.influential
10.s pecific
Section C
1.把各种工作外包给成本低,素质高的劳动力资源
2.信息技术主管
3.对决策来说是必要的
4.成为新的买者
5.全球应用管理和商业过程外包方法
6.客观分析师观点
7.向这些组织介绍本公司历史,客户经验已经远景
计划
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8.产业或教育论坛
9.合伙人关系策略
10.发现其成本过高
Section D
1.L
2.C
3.D
4.G
5.J
6.B
7.A
8.E
9.K
10.F
Text B
After-reading Exercises Task 1
1.recover
2.negative
3.positive
4.verbal
5.prompt
6.appreciate
7.assurance
8.shift
9.exceed
10.e xpectation
Task 2
Exercise 1
1.E
2.C
3.D
4.A
5.B
Exercise 2
1.our organization embraces complaints; we view complaints as
opportunities
2.the complaint handling process
3.what to improve
4.front-line employees
5.implement the approved recommendations
Case study
1.Lengthy calls, high abandon rates, high staff absentee rates, and a
lack of service continuity
2.This case study illustrates how efficiency and productivity can be
negatively affected when a company - working outside the scope of its core competencies - does not fully understand the requirements
of a successful call center operation.
3.They developed a training program.
4.The call center made significant improvement in all areas
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