
- •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
5. Management team
Management Equity
In this section of the business plan you should discuss the percentage ownership of the business among the owners of the business. For example:
Mr. Doe will own 100% of the Dry Cleaner.
Board of Directors
When applying for business financing, the bank will also want to know who serves as the board of directors. For small businesses, usually the owner serves as the director of the business. An example of how this is worded:
Mr. Doe will be the sole director of Dry Cleaner, Inc.
6. Financial plan
Beyond any other part of your business loan application or business plan, the financials section of these documents are what matters most when applying for a business loan or any other type of credit facility. Ultimately, this section of the business plan showcases not only what your anticipated profitability will be, but also how you intend to repay the funds that you have borrowed through your business financing facility. An example of how this section is structure is as follows:
Assumptions
Dry Cleaner, Inc. will have an average annual growth rate of 10% per year. Mr. Doe will acquire 0,000 through a business loan in order to launch the operations of the business.
Proforma Financials for a Business Loan
Now it is time to showcase how you intend to repay your loan, generate a profit, and increase the book value of your business over a three to five year period. BusinessPlansForLoan.com has developed an easy to use financial model that you can use when drafting out the financial model for your business plan and business loan application. Through your business loan application, you will be required to have the following:
Profit and Loss Statement for your Dry Cleaner.
Cash Flow Analysis for the Dry Cleaner.
Balance Sheet for the Dry Cleaner.
Business Loan Amortization Tables
14. Write the business plan of your own dry-cleaning business. Grammar spot
Conditionals (II, III)
Type 2 unreal (present) |
if + past simple or past continuous |
would/could/might + bare infinitive |
imaginary situation contrary to facts in the present; also used to give advice |
If 1 had free time, I would join a gym. BUT: I don’t have free time, (untrue in the present) (advice) If I were rich. I’d buy a mansion. BUT: I’m not rich, (untrue in the present) |
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Type 3 unreal (past) |
if + past perfect |
would/could/might + have +past participle |
a condition in the past that did not happen |
If I had found her address, I would have sent her an invitation. (Sometime in the past, I wanted to send an invitation to a friend. I didn't find her address, however. So in the end I didn't send her an invitation.) If John had had the money, he would have bought a Ferrari. (I knew John very well and I know that he never had much money, but he loved Ferraris. He would have loved to own a Ferrari, but he never had the money to buy one.)
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We can use were instead of was for all persons in the if-clause of Type 2 conditionals.
If Sandy was/were here, we could play a card game.
15. Choose the right variant.
If people were a little more tolerant ...
our world would have been a better place.
our world would be a better place.
our world will be a better place.
If my father had locked his car properly ...
his car would never have been stolen.
his car will not be stolen.
his car would not be stolen.
If the ozone layer peels off a little more we ...
we ran a much higher risk of attracting skin cancer.
would run a much higher risk of attracting skin cancer.
will run a much higher risk of attracting skin cancer.
I would never feel comfortable on a plane if ...
I know it's the pilot's maiden trip.
I knew it's the pilot's maiden trip.
I would know that it's the pilot's maiden trip.
A dog will never bite you if ...
you will look it straight in the eyes, I'm told.
you look it straight in the eyes, I'm told.
you looked it straight in the eyes, I'm told.
The first thing I will do is drive to Spain if ...
I would get my driving licence.
I got my driving licence.
I get my driving licence.
If John hadn't responded in such an aggressive manner he ...
would never have a black eye.
won't have a black eye.
would never have had a black eye.
16. Choose the right variant.
What would you do if it________on your wedding day?
If she comes I________call you.
If I eat peanut butter I________sick.
What will you do if you________the history exam?
If they had not________the car I would have driven you.
If it snows________still drive to the coast?
He would have________with you if you had asked him.
If I won a million dollars I________my own airplane.
If I forget her birthday Andrea ________upset.
Jacob will pick you up at school if it