本书共分八个单元，分别为Understanding Outsourcing,A day at Work,Cultural Aspects,Communication Practices,Business Meeting,Dealing with Customers,Project Management,Career Development。
每单元涉及一个典型的服务外包工作相关主题，围绕主题来安排内容和设计任务。每单元由Starting Up、Listening、Speaking、Reading、Writing、Mini-Project和Tips for Outsourcing Professionals部分组成。

                                                   Unit 1  Understanding Outsourcing        
Part I Starting Up    
Part II Listening & Speaking Skills Development    
Dialogue 1 Outsourcing Business Processes    
Dialogue 2 Opinions about Outsourcing  
Part III Reading    
Passage 1 What Is Outsourcing?    
Passage 2 Types of Outsourcing    
Passage 3  Advantages of Outsourcing in India
Passage 4 2014 Top Ten World Outsourcing Companies    
Part IV Writing  Business Letter of Introduction  
Part V Mini-Project    
Part VI Tips for Outsourcing Professionals    
Skills Required by Professionals in Outsourcing    

Unit 2  A Day at Work  
Part I Starting Up        
Part II Listening & Speaking Skills Development    
Dialogue 1 Preparing a Teleconference  
Dialogue 2 The First Day in New Horizon Computers  
Part III Reading  
Passage 1 A Call Center Agents Smile  
Passage 2  How Business Outsourcing Has Reshaped the  Lifestyle of Philippines    
Passage 3  A Typical Day in the Life of a Project Manager    
Passage 4  Job Responsibilities as an IT Project Manager    
Part IV Writing   E-mail  
Part V Mini-Project    
Part VI Tips for Outsourcing Professionals    
Work Attitude    

Unit 3  Cultural Aspects    
Part I Starting Up    
Part II Listening & Speaking Skills Development    
Text 1  How to Avoid a Culture Clash with an Offshore  Outsourcing Partner    
Text 2 Company Culture    
Part III Reading    
Passage 1  Understanding Cultural Differences in Offshore   Outsourcing    
Passage 2 Working Environment in Infosys    
Passage 3 Cultural Barriers to Offshore Outsourcing  
Passage 4 Key Issues in Offshore Outsourcing    
Part IV Writing    Memo    
Part V Mini-Project    
Part VI Tips for Outsourcing Professionals    
Appreciating Cultural Differences        

Unit 4  Communication Practices    
Part I Starting Up  
Part II Listening & Speaking Skills Development  
Dialogue 1 Communication Problems    
Dialogue 2 Solving Programming Problem    
Part III Reading    
Passage 1  The Importance of Communication in   Outsourcing    
Passage 2 Communicating in Your Organization  
Passage 3 Communication in Offshore Outsourcing    
Passage 4 Basics of Digital Etiquette in the Workplace    
Part IV Writing   Work Report  
Part V Mini-Project Part VI Tips for Outsourcing Professionals    
Effective Communication Is Vital to Success  

Unit 5  Business Meetings    
Part I Starting Up  
Part II Listening & Speaking Skills Development    
Dialogue 1 Tomorrow’s Meeting    
Dialogue 2 Project Discussion    
Part III Reading  
Passage 1 Business Meeting Etiquette    
Passage 2  Video Conferencing—Communication Made   Simple    
Passage 3 Stages of an Oral Presentation  
Passage 4 Eight Ways to Make Meetings Better    
Part IV Writing   Meeting Agenda    
Part V Mini-Project    
Part VI Tips for Outsourcing Professionals    
Stress Management    

Unit 6  Dealing with Customers      
Part I Starting Up  
Part II Listening and Speaking Skills Development    
Text 1 Managing Outsourcing Relationship    
Text 2 Ending a Business Relationship      
Part III Reading  
Passage 1  Winning Customers through Effective Telephone   Etiquette    
Passage 2  Ways to Handle Angry Customers  
Passage 3 Customer Relationship Management    
Passage 4  Cautions in Outsourcing Your Customer Service   Center    
Part IV Writing     Complaint Letter and Complaint Response Letter        
Part V Mini-Project  
Part VI Tips for Outsourcing Professionals    
Skill Sets for Customer Centric Jobs    

Unit 7  Project Management      
Part I Starting Up      
Part II Listening & Speaking Skills Development    
Dialogue 1 Work Assignment  
Dialogue 2 Checking about the Project Schedule    
Part III                                                

陈素花，河南清丰人，1962年出生,1998年3月获得上海交通大学语言学与应用语言学专业硕士学位。先后任教于山西经济管理学院（现山西财经大学）、苏州工业园区职业技术学院，现为苏州工业园区服务外包职业学院副教授，从事大学英语教学27年，主要研究方向为社会语言学和应用语言学。至今已主编出版《外企实用英语口语》、《就业英语》、《服务外包英语》、《商务英语口语》等六部教材，主持并参与科研项目多项，在国内外期刊上发表学术论文30多篇，内容涉及社会语言学、应用语言学，现正从事专门用途英语的教学与研究。