- •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?
- •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:
- •2. What are the main components of the definition of “Management”?
- •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
10. Insert the appropriate modal verb.
1. He ____ be friendly, but he is usually unfriendly. 2. I have no time. I ____ leave now. My parents are waiting for me.
3. I wish I ____ buy a new car but i do not have any money.
4. I ____ to study well for the exam.
5. If I had enough money, I ____ travel with my friends but now I can't.
6. It ____ rain in the desert sometimes, but you can't depend on it. 7. It's too cold. I ____ close the window. 8. Laila ____ not swim when she was one year old.
9. Muneera ____ come to the party, but nobody is sure. 10. Sami ____ lift that heavy table. He is too weak.
11. Stop smoking! You really ____ not smoke. 12. The project ____ finish in two years time.
13. We ____ not climb those mountains when we were kids. 14. We ____ watch TV so much. 15. ____ I borrow your pen? 16. You failed in your final test. You ____ have studied harder.
17. You look tired. You ____ have some sleep. 18. You ____ behave well in front of guests. Stop being silly.
19. You ____ leave the class before 1 o'clock.
20. You ____ run faster if you weren't so lazy.
11. Insert the appropriate modal verb.
1 He ___ go skating because he broke his leg. 2 Many children in Britain ___ wear school uniforms. 3 I'm not sure but Jane ___ come to see me this afternoon. 4 He speaks a lot of languages but he ___ speak Chinese. 5 It ___ snow. It looks like it. 6 You ___ drive on the right in Britain. 7 He is a good boxer. You ___ be careful. 8 This test will be very difficult. So you ___ learn a lot. 9 You ___ eat more vegetables because they are healthy. 10 I don't ___ the car. You can take it. 11 He does everything himself. He ___ no help. 12 It`s going to rain. You ___ shut the window. 13 You ___ light a fire in the forest.
12. Insert the appropriate modal verb.
1 George has travelled a lot. He ___ speak many languages. 2 I can hear you quite well. You ___ not shout. 3 I´m not sure where I go for my holidays but I ___ go to Italy. 4 She ___ not eat so much chocolate because it's bad for her figure. 5 It's later than I thought. I ___ go now. 6 You ___ a better trainer if you want to become good. 7 Talk to Ann about your problems. I'm sure she ___ help you. 8 You ___ not hoover the carpets, Carol has already done it. 9 You ___ be tired because you have worked very hard. 10 He ___ go to the dentist when he has toothache. 11 It's not very important. You ___ not do it now. You ___ do it tomorrow. 12 ___ you speak many languages? 13 I don't know what I'm doing this weekend but I ___ go to London. 14 Smoking is very unhealthy. You ___ stop it. 15 You have got plenty of time. You ___ not hurry. 16 You ___ have a passport to visit most foreign countries
Module 4 Areas of household services
Spa management
Reading
1. Read the text and answer the question:
What does term “Spa” mean?
Spa - places devoted to overall well-being through a variety of professional services that encourage the renewal of mind, body and spirit.
The term spa is associated with water treatment which is also known as balneotherapy. Spa towns or spa resorts (including hot spring resorts) typically offer various health treatments. The belief in the curative powers of mineral waters goes back to prehistoric times. Such practices have been popular worldwide, but are especially widespread in Europe and Japan.
The term is derived from the name of the town of Spa, Belgium, whose name is known back to Roman times, when the location was called Aquae Spadanae.
Recent trends
By the late 1930s more than 2,000 hot- or cold-springs health resorts were operating in the United States. This number had diminished greatly by the 1950s and continued to decline in the following two decades. In recent past, spas in the U.S. emphasized dietary, exercise, or recreational programs more than traditional bathing activities.
Up until recently, the public bathing industry in the U.S. remained stagnant.[7] Nevertheless, in Europe, therapeutic baths have always been very popular, and remain so today. The same is true in Japan, where the traditional hot springs baths, known as onsen, always attracted plenty of visitors.
But also in the U.S., with the increasing focus on health and wellness, such treatments are again becoming popular.
