- •English for service managers
- •Київський національний університет технологій та дизайну
- •Англійська мова
- •Content
- •Module 1 Management
- •Reading
- •1. Read the text and answer the question:
- •What’s Management?
- •2. What are the main components of the definition of “Management”?
- •3. Reorder the letters in the underlined words to complete the sentences.
- •4. Look at the following lists of positions and organizations and answer the questions below. Then in groups compare your answers.
- •5. Read the text and answer the questions:
- •6. Find words or phrases in the text which mean the same as the following:
- •7. Managers set objectives. What is an objective? Give examples of objectives in sales, production and personnel managers might set.
- •Vocabulary
- •8. Complete the following sentences using suitable words or phrases below.
- •9. Complete the following sentences with the correct word or phrase (a, b, c, or d).
- •10. Complete the following sentences using suitable forms of the verbs below.
- •Listening
- •11. Nigel Nicholson is Professor of Organizational Behaviour at the London Business School. Listen to the first part of the interview and complete the notes, using up to three words each time.
- •Speaking
- •Writing
- •16. You see the following advertisement in a national newspaper. Write a suitable letter in reply to it and enclose your cv.
- •Grammar spot
- •Construction of the Passive Voice
- •Use of the Passive Voice
- •Conjugation for the Passive Voice
- •17. Choose the right variant.
- •18. Choose the right variant.
- •Module 2 Top Management
- •Top management Reading
- •1. Read the text and answer the question below:
- •2. Consider the high-technology company “Computex” and note down some of its strengths, weaknesses, opportunities and threats.
- •3. Read the text and number the following ideas 1-8, depending on the order in which they appear in the text.
- •Vocabulary
- •4. Complete the following sentences using suitable items from the box below.
- •5. Complete the following passage with the correct form of the words below.
- •6. Rewrite the following sentences without changing their meaning. Use the verbs or phrases in italics followed by the correct prepositions and make any other necessary changes.
- •Listening
- •7. Listen to the following conversation and complete the company profile below.
- •8. Listen again and identify the phrases or expressions in the conversation which mean the same as the following:
- •9. Choose some companies or service organizations that you know well. Then, in each case, discuss:
- •If the sentence contains an expression of time, you must change it as well.
- •Reported questions
- •Reported commands
- •12. Finish the sentences using Reported speech. Always change the tense, although it is sometimes not necessary.
- •13. Finish the sentences using Reported speech. Always change the tense, although it is sometimes not necessary.
- •14. Choose the right variant of converting Direct Speech into Indirect one:
- •Module 3 Goal setting
- •Goal setting Reading
- •1. Read the dialogue and answer the question:
- •2. Read the text and answer the following questions:
- •Vocabulary
- •3. Complete the following passage, using suitable forms of the words in the box below.
- •4. Complete the following sentences, using suitable forms of the verbs in the box below.
- •5. Rewrite the following sentences without changing the meaning. Use the verbs or phrases in italics and make any other necessary changes.
- •Listening
- •6. Listen to the following conversation and complete the memorandum below.
- •7. Listen again and fill in the gaps in these sentences from the conversation.
- •Speaking
- •8. Your company has been developing an ultra-modern product which has several revolutionary features. You are confident it will be a world-beater!
- •Instructions
- •Writing
- •Grammar spot
- •10. Insert the appropriate modal verb.
- •11. Insert the appropriate modal verb.
- •12. Insert the appropriate modal verb.
- •Module 4 Areas of household services
- •Spa management
- •Reading
- •1. Read the text and answer the question:
- •]Resort or Place of Treatment
- •2. Choose the service you use/would like to use regularly:
- •3. Match the terms with their definitions: Types of spa
- •4. What are the career prospects in Spa industry? Read and compare your answer.
- •5. Read the text and define the role of a spa manager:
- •Listening
- •6. Match words with their definitions.
- •7. Read these examples and translate them into Ukrainian. Then make your own sentences with underlined words.
- •9. Listen again and tick what you hear:
- •10. Complete the following scheme about the spa management certificate program in Chemeketa Community College:
- •11. Tell your partner about the spa management certificate program in Chemeketa Community College. Useful phrases will help you.
- •12. Imagine you are a director of Spa Management courses. Use working files and phrases from ex. 6 to tell your groupmates what you propose.
- •Speaking
- •13. Read the dialogue and act it out.
- •14. Make up your own dialogues.
- •Writing
- •15. Write the prospect of your own Spa management program. Use the plan:
- •Grammar spot
- •Imperative Mood – Наказовий спосіб
- •16. Translate into English:
- •17. Choose the right variant.
- •2. Dry cleaning business r eading
- •1. Read and translate the text:
- •How to Start a Dry Cleaning Business
- •2. Find paragraphs where these points are discussed:
- •3. State True or False, correct false sentences:
- •4. Explain the meaning of highlighted words.
- •5. Complete the dialogue at the dry-cleaner’s with the words from the list. Then listen and check.
- •Speaking
- •9. Read the dialogue: Dry Cleaning
- •11. Read job descriptions and decide which are for dry cleaning managers and which are for dry cleaners.
- •12. Talk about job description of a dry cleaning manager using the following scheme
- •Handling Complaints
- •Counter Service
- •Dry cleaning manager
- •13. Is the dry cleaning business a profitable business?
- •I t can be if you are in a good location and have good service.
- •It can be a profitable business; like any business, it depends on your location, your level of involvement, etc.
- •No, margins are too low.
- •Writing The Business Plan
- •1. What should an executive summary include?
- •2. Product or service?
- •3. Market analysis
- •4. Strategy
- •5. Management team
- •6. Financial plan
- •14. Write the business plan of your own dry-cleaning business. Grammar spot
- •17. Now complete the following statements by choosing the correct missing word:
- •Module 5 Setting up a business in household service industry
- •1. Cleaning services
- •1. Match the words:
- •2. Look at the collocations in Ex. 1 and the title of the text. What do you think the text will be about? Read through and check.
- •3. In pairs, fill in the questions (1-7) in the interview.
- •Listening
- •4. Explain the meaning of the highlighted words:
- •5. Listen how to start a cleaning business and fill in the gaps:
- •6. Listen to the presentation again and note all key phrases. Then in pairs make up slides for a slide show and present to your group. Speaking
- •7. Dale Handerson gives some advice for those who would like to start and run a house cleaning business. In pairs, read and decide the category advice can be referred to.
- •I nformation on starting and running a house cleaning business
- •8. Use advice from the exercises above to give a short presentation for those who would like to start and run a house cleaning business.
- •9. Read the following essay and divide it into three main parts. In each paragraph outline the topic sentences. Underline all special phrases.
- •10. Write your own essay on the topic: Anyone can start a cleaning business because all people are familiar with cleaning their own home.
- •11. Complete the sentences with the gerund form of the verbs.
- •12. Locate the gerund in each sentence.
- •2. Pet sitting industry
- •Reading
- •Is a contracted service provider who takes care of a pet or other animal at its own home.
- •1. Have you got a pet or would you like to have one? Have you ever used pet sitter’s services? Why or why not? Why do people use pet sitters? Read the text and compare your answers.
- •2. Explain the meaning of underlined words, translate them into Ukrainian. What part of speech are they? Form the nouns from the verbs.
- •3. How do you think what the following training courses include?
- •4. Read about different services which can be offered by pet sitters.
- •5. Here are some tips for successful advertising pet care business. Read them and fill in the gaps.
- •Marketing & advertising your pet care business
- •Listening
- •7. Now listen and check your answers.
- •8. Discuss in groups two questions:
- •How Dog Sitting Rates Can Change Speaking
- •Writing
- •11. Write some advice for those people who are going to start pet sitting business describing the main steps. Include the following points:
- •Grammar spot
- •12. Open the brackets.
- •13. Put in the correct preposition.
- •Module 6 Career Plans
- •Reading
- •2. Read the text. Why do you think the resume is so important in the application process? Who benefits more from the resume - the reader or the writer? resume as it is
- •3. Study the text and try to find answers to the following questions:
- •4. Replace the words and phrases in italics by those from the text.
- •5. Look at the phrases and words below. Can you put them differently, through synonyms, antonyms, or definitions?
- •Listening
- •Speaking
- •10. Assume you are calling in response to the job ad.
- •11. Choose the position you are applying for. Make up a dialog following the situation and strategy suggested below. Work in pairs.
- •H.R. Specialist applicant
- •Writing
- •12. Write your own resume. Use the sample as an example.
- •Grammar spot
- •Gerund and Infinitive (no difference in meaning)
- •Gerund and Infinitive - difference in meaning
- •13. Put the verb in brackets into a correct form. (gerund or infinitive)
- •14. Put the verb in brackets into gerund or infinitive
2. Dry cleaning business r eading
1. Read and translate the text:
How to Start a Dry Cleaning Business
Are you interested in starting your own dry cleaning business? Here are the basic things you need: a place of business, permits and licenses to operate your business, machineries to do most of your work and a great customer relation service.
1. Although it looks as if dry cleaning isn’t such a lucrative business practice, it really is one of the most versatile ventures one could get into.
2. A dry cleaning business can start off very small, and it has great potentials for growth and expansion. Plus, the fact that most everyone needs the services of a good neighborhood dry cleaning business makes it an ideal entrepreneurial practice. A dry cleaning service can also have laundry services, but not all laundry services have dry cleaning. So what are the basic things you need to start this business? You need a place of business, permits and licenses to operate your business, machineries to do most of your work and a great customer relation service.
3. Your first priority is to find a place to set up your shop. This is not a typical home-based business which you can operate in your basement or garage. You really need a distinctive place to set up a dry cleaning business; preferably, some place that gets a lot of foot traffic. Foot traffic can bring in lots of customers, and the more customers you have the more varied their dry cleaning needs become. Also, you need a space large enough to accommodate your machineries and equipment. A large storage area is also needed to store the chemicals you will need for dry cleaning. Basically, you need to formulate an efficient working lay-out for your dry cleaning business. You need to have a reception and pick-up area, a sorting area, an area for your dry cleaning machines, an area for pressing clothes, an area for hanging and labeling clothes, a packaging area, etc.
4. You can start this business small, perhaps only offering the basic dry cleaning services to your market. The wonderful thing about the dry cleaning business is that it leaves a lot of room for business development and growth. For example, from simple dry cleaning services, you can then offer sewing and repair services (which will need an in-house seamstress or garment sewer); or you can offer pick-up and delivery services (which will need a vehicle and a delivery person.)
5. Other types of dry cleaning expansion work include: alteration services, boxing and storing, coin laundry, dyeing, household item cleaning, shoe repair and even wedding gown restoration.
6. Once you have your place of business, make sure that you get licenses and permits to operate. Don’t hack into the system with a hack business because that’s exactly what you will tend to get: nothing but hack. Make your business legal, and your clients will flock to your shop in droves.
7. In order to give your clients speedy services on their dry cleaning needs, you really have to invest big time on machineries, equipment and chemicals. Machineries include dry cleaning baths like washers, dryers and presses. Equipment includes sorting bins, hanger lines, and garment coverings. Chemicals are essential in all dry cleaning processes, and you must at least be well versed on how to safely use them without damaging the fabric or health of your workers.
8. Often, people patronize dry cleaning businesses that are close to their homes or to their work areas. Developing great customer relations with your patrons and complaint-free services are ways of establishing your business. It is also the subtle kind of advertising, yet it is the most effective. If your patrons are happy with your business, they might even make referrals to everyone they know. This beats making promos and giving away freebies.
9. Dry cleaning managers run facilities that use chemicals or steam to clean clothing and other fabric items, such as draperies and rugs, which cannot be washed in soap and water. They may be owner/operators of an independent store, in charge of a franchise shop, or work for a large business that handles contracts from area hotels and hospitals.