- •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
Writing
12. Write your own resume. Use the sample as an example.
Mark Stevens Dayjob Ltd 120 Vyse Street Birmingham B18 6NF T: 0870 061 0121 M: 0777 000 0000 E: mark.s@dayjob.com
PERSONAL SUMMARY
Accomplished and driven service manager with experience of coordinating operational and financial activities in a wide range of industries and sectors. Having a proven track record in developing new initiatives and cultivating effective relationships both internally and externally at a variety of levels. Boasting a impressive track record of working closely with commercial departments such as sales and product management to assist the smooth operational running of a company.
Right now looking for a relevant position with a high profile and exciting employer who will appreciate my skills, experience and hard work.
CAREER HISTORY
International Software Vendor
SERVICE MANAGER - May 2008 – Present
Responsible for organising the service department and in particular, controlling it’s resources and utilizing it’s assets to achieve maximum efficiency. Overseeing the day-to-day management of the service area.
Duties:
Providing high quality, up-to-date documentation for all service arrangements.
Motivating and guiding a team.
Seeking out, establishing and maintaining relationships with operational contacts within each client.
Making sure that all account and contract details are up to date.
Investigating technical issues.
Accurately recording service times, job costing and invoicing in the Service Department.
Escalating operational issues to senior management.
Proactively developing and retaining key customer accounts.
Maintaining effective control of expenses by regularly examining management accounts and comparisons with budgets.
Carrying out quarterly billing checks and inventory audits.
Arranging for all outstanding debts to be collected within due time periods set.
Collecting and analysing data, then using it to plan and manage both projects and systems.
Keeping costs down by focusing on the reduction of leakage.
Taking corrective action where inadequate performance is suspected.
Assisting in the development of a customer service policy for the company.
Confirming that contracted payment terms are adhered to.
Following up on all outstanding issues.
PROFESSIONAL EXPERIENCE Managerial attributes
Experienced in the management of a field based team.
Ability to work closely with and develop relationships with clients.
Improving and developing the knowledge & skills of others.
Highly organized with a positive 'can do' attitude.
Knowledge of progress monitoring and reporting.
Ability to organise clerical work, administration, control systems and financial resources.
Experience of using modern business methods in a practical way.
Knowledge of recruiting, selecting and appraising staff.
Able to handle communications and corporate affairs.
Building effective and efficient teams.
Personal attributes
Excellent customer facing skills.
Disciplined, energetic and results orientated.
Having a analytical approach to problem solving.
Can create a environment where colleagues and staff can develop and excel.
High standards of numeracy and literacy.
Assertive and confident.
Self-starter, who can multi-task in a demanding environment.
KEY COMPETENCIES AND SKILLS Customer Responsiveness Revenue growth Up selling Cross selling Diplomacy Effective leadership Integrity Team development Planning Project strategy Control & Coordination Conflict management Negotiation Scheduling Estimating Performance measurement ACADEMIC QUALIFICATIONS Evesham University 2005 - 2008 BA (Hons) Management with Accounting Coventry North College 2003 - 2008 A levels: Maths (A) English (C) Physics (B) REFERENCES - Available on request.