服務(wù)外包英語課件：Cultural Aspects

CulturalAspectsContentsPassageTwo4StartingUp1Listening&Speaking2PassageOne3LanguageLab7TipsforProfessionals

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

Task2StartingUpSearchinformationonlineaboutthebusinessculturesinanoutsourcingcountryyoumayfeelinterested.Youcaninvestigateitfromthefollowingaspects.MeetingsTeamworkingCommunicationstyles

Task3Listening&SpeakingDialogueOneDialogue

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

看法相左2)ThepresidenthascollidedwithCongressoverhisbudgetplan.總統(tǒng)在預算計劃上與國會沖突。DialogueOne---keywordsconfrontationn.afightorargument對抗，沖突Example:1)Banksoftenenterintoconfrontations.銀行之間經(jīng)常形成對抗局面。2)Therewereviolentconfrontationsbetweenpoliceanddemonstrators.警察和示威者之間存在暴利對抗。L-Task1DialogueOne---keywordsshortlistn.alistofthemostsuitablepeopleforajob,chosenfromallthepeoplewhowerefirstconsidered決選名單Example:1）We'vedrawnupashortlistforthejob.我們已經(jīng)為這份工作擬定了一份候選人名單。2）She'sontheshortlistforasalesmanagerpost.她在一個銷售經(jīng)理崗位的候選人名單內(nèi)。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共識Example:1)Thereisalackofconsensusabouttheaimsoftheproject.

在這個項目的目標問題上大家缺乏共識。2)Thegeneralconsensusintheofficeisthathe’suselessathisjob.大家普遍認為他并不能在工作中發(fā)揮很大作用。L-Task2DialogueTwo---keywordsinspiring

adj.

encouraging,ormakingyoufeelyouwanttodosomething令人鼓舞的

Example:inspiringcompanyhistory令人振奮的公司歷史2)Hewashonoredasthecompany’sinspiringleaderfor2011.被授予2011年度公司最激勵人心的領(lǐng)導。Listening&Speakingnetwork

n.agroupofpeople,organizationsetcthatareconnectedorthatworktogether人際網(wǎng)，聯(lián)網(wǎng)Example:It’simportanttobuildupanetworkofprofessionalcontacts.建立業(yè)內(nèi)的人際關(guān)系很重要。2)Thecompanyhasanetworkofshopsalloverthecountry.這家公司有著遍布全國的門店。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領(lǐng)先的PassageOnedominante.g.

Thecompanycan’tpreserveitsdominantpositioninthemarket.這個公司不能在市場上保持領(lǐng)先地位。2)Japanbecamedominantinthemassmarketduringthe1980s.日本于上個世紀80年代在大眾市場占有領(lǐng)先地位。e.g.

Highermortgagerateshavealreadyhadamajorimpactonspending.居高不下的按揭利率已經(jīng)對消費產(chǎn)生了很大影響。2)Tougherenvironmentallawscouldhavenegativeimpactsoneconomicgrowth.越來越嚴厲的環(huán)境法有可能對經(jīng)濟發(fā)展帶來不利影響。PassageOneimpactn.apowerfuleffectthatsomething,especiallysomethingnew,hasonasituationorperson影響力e.g.

1)Therulesofetiquetteareinthiscompanyarenotsostrict.這家公司的禮儀規(guī)則不那么嚴格。2)Heunderstandswellaboutbusinessetiquette.他熟知商務(wù)禮節(jié)。PassageOneetiquetten.thesetofrulesorcustomswhichcontrolacceptedbehaviorinparticularsocialgroupsorsocialsituations禮節(jié)e.g.

1)Theyarethepeoplefromdiversecultures.他們是些有著不同文化背景的人。2)Personnelinoutsourcingindustryhavetoadapttodiversecompanycultures.從事外包行業(yè)的人員要學會適應不同的公司文化。PassageOne

diverseadj.variedordifferent不同的e.g.

1)Wecan’tjustcompromiseourproductionstandardtomakemoreprofits.我們不能僅靠降低生產(chǎn)標準來獲取更多利潤。.2)Thecompanyhasmadeitpublicthatitwillnotcompromiseontheproducts’qualityasaresultoftheinflation.這家公司已經(jīng)對外宣布他們不會因為通貨膨脹而降低產(chǎn)品的質(zhì)量。PassageOne

compromisev.toallowyourprinciplestobelessstrongoryourstandardsormoralstobelower妥協(xié)處理，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(神經(jīng)塑性)ofourbrainactuallyreduces,makingchangemuchharder.PassageTwoThethirdandmostimportantprincipleisthataddressingtheculturalbarrierrequiresashiftinindividualthinking.Eachculturebringsinitsuniqueperspective,andthat'swhatisrequiredtosolvingtoday'scomplexproblems.Butwelistentootherculturesthroughourownjudgmentsandprejudices.Wehavetobewillingtoletthemgo,toacceptanother.Howweseeotherpeopleandtheirdifferencesismerelyapointofview.n.knowledgethatsomethingexists,orunderstandingofasituationorsubjectatthepresenttimebasedoninformationorexperience意識PassageOne

awarenesse.g.

1)It’svitaltoraisetheawarenessofculturaldifferencesinoutsourcingindustry.在外包產(chǎn)業(yè)中一定要提高文化差異的意識。2)Environmentalawarenesshasincreaseddramaticallyoverthepastdecade.人們在過去十年中越來越有環(huán)境保護的意識。v.togiveattentiontoordealwithamatterorproblem對付，解決PassageOne

addresse.g.

1)Thatissuehasyettobeaddressed.那個問題還有待于解決。2)Ourproductsaddresstheneedsofrealusers.我們的產(chǎn)品解決了用戶的需求問題。adj.abletoexist,livetogether,orworksuccessfullywithsomethingorsomeoneelse一致的，適合的PassageOnecompatiblee.g.

1）Ourwidgetsarecompatiblewithmanytypesofmachines.我們生產(chǎn)的小部件和許多種類的機器都能匹配。2）Thissoftwaremaynotbecompatiblewitholderoperatingsystems.這個軟件和舊版的操作系統(tǒng)不兼容。n.somethingwhichisgiventoyouwithoutyouhavingtopayforit,especiallyasawayofattractingyoursupportfororinterestinsomething免費的東西PassageOnefreebiee.g.

1）Thecompany'smarketingrepwasgivingoutpensandmugs-theusualfreebies.公司的營銷代表照例發(fā)了些免費的鋼筆和杯子。2）Thejournalistswereallgivenafreebielunch.記者們都得到了免費的午餐。n.aparticularwayofconsideringsomething視角PassageOneperspectivee.g.

1）Herattitudelendsafreshperspectivetothesubject.她的意見給這個問題帶來了新的視角。2）Youmustgetthestoryinitsrightperspectives.你必須正確地了解這件事。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.