Иностранный язык. Сфера сервиса (английский язык)
Методическое пособие - Педагогика
Другие методички по предмету Педагогика
se of your life.analysis and solving skills. When a service problem is assigned to you for solution, it is your responsibility to solve it amicably. The quicker you are in analyzing the problem, the better you are in solving it. If you are a customer care manager, through handling several words and diverse problems, you will develop good experience in quickly analyzing and reaching to the root cause of a problem. "What is the quickest and easiest way to solve the problem?" is one constant thinking that will always remain at the back of your mind and this skill, when acquired, will be very helpful right through your life.to time. People generally have the tendency to procrastinate any work. Such a mentality cannot work in customer service. Any problem reported by customer will carry a time tag to solve it and if it is missed, you will be at the firing end, not only from the customer but also from your higher-ups.is one bad quality that you will be able to get rid of if you work in customer service industry.working in a customer service industry is definitely very advantageous for one to improve ones personality, humane qualities as well as technical skills. Such a person will gain lots of confidence in handling people as well as problems and he/she will be a good managerial material that corporate houses would love to recruit.
Words and expressions- благородство, великодушие - то, что легко сделать
makeup - состав, структура
interpersonal skills - навыки межличностных отношений
technical knowledge - технические знания
skills - навыки, умение
customer - покупатель. потребитель, клиент
to lack - испытывать недостаток
sincere - искренний, чистосердечный
committed - преданный, приверженный чему-л.
to gain - получать, приобретать
to hone - оттачивать, совершенствовать (мастерство)
virtue - добродетель, достоинство
harsh - резкий, грубый
requisite - то, что необходимо
to handle - обходиться, обращаться
to assign - давать, поручать
to keep in good stead - пригодиться, оказаться полезным
amicably - дружески, дружелюбно
procrastinate - откладывать, отсрочивать
confidence - уверенностьEXERCISES
Grammar Revision:
The Structure of the English sentence
Types of questions
Personal and administrative pronouns
Nouns
Exercise 1. Put the words in the sentences into the correct order.
1. study / faculty / at / of / I / the / economics
. to / the / students / the / lecture / is / delivering / The / professor
. to / I / went / the / last / Sunday / library
. a / computer / bought / My / new / brother /week /last
. at / seaside / do / They / not / their / spend / summer / the2. Add the correct tag to the questions below.
. You were at the meeting, ___?
. You'd graduated from the institute by that time, ___?
. Hes working on his report just now, ___?
. Hes got a promotion this month, ___?
. You didnt like the job in the office, ___?
. You havent met them before, ___?
. You've been trying to get another job,___?
. You paid for the bill last time, ___?
. The goods were delivered yesterday , ___?3. Make subject questions to ask about the missing information.
. You and a friend are watching a good film on TV when the phone rings, and you miss the end. What do you ask your friend when you come back into the room?was in the end?
. You hear a crash. You go into the living room and find your two children near a smashed vase. What do you ask them?___?
. You want to know how many people in your class come to school by car. What do you ask the class?___?
. All your friends are talking about something that happened at a party last night. You don't know anything about it. What do you ask?___?
. You are with a lot of children when you get to an ice cream shop. They can have either an ice-cream or a cake. What do you ask them?___?4. Read the newspaper article and then ask the questions.Heal is a politician .He went to Oxford University in 1970, and in 1977 he became a Member of Parliament for the Labour Party. He has been an MP since then. He was Defence Minister from 1978 -1984. He has written three books including his autobiography The time of my life and a spy story called The time to run. He is married to the artist, Edna Heal, and they have two children. They lived in Oxford for 15 years, then moved to London in 1990. They now live in a house in Cabogan Square in central London.
1.When _____? In 1970.
2.When _____? In 1977.
.How long ____? Since 1977.
.When _____? From 1978-1984.
.How many _____? Three.
.What ____? Shes an artist
.______he ever ____a spy story? Yes, he has.
8. Where ______? In a house in London.
Exercise 5. Put an appropriate pronoun in each blank.
. Nobody except____ knows where the key is kept, and I will not tell you. 2. John's two years younger than Alice, but ____'s nearly as tall as ____. 3. Who bought these flowers? - It was ____. I thought you'd like them. 4. I haven't met Mark yet. Is ___ here? - That's ____ over there. 5. Who said that? - It was ____, the man in glasses. 6. You may be older than ____, but I don't have to do what you say.6. Put in the right pronouns.
. Is this Alice's book or (your / yours), do you know? - It's (her / hers). 2. Take (your / yours) feet off the table. (It / Its) legs are not very strong. 3. No one is going to help us, so we will have to do it (our / ourselves). 4. Veronica always cuts her hair (her / herself), and she always looks great. 5. The Whartons are spending August in (our / ours) flat, and we're borrowing (their/ theirs). 6. Helen hurt (her / hers) foot very badly yesterday. 7. Robert (his / himself) is quite friendly, but the rest of his family is very cold. 8. That's (my / mine) coat, and the scarf is (my / mine) too. 9. I do not trust anyone else to do my accounts, I always do them (my / myself).7. They / them / their / theirs or another pronoun?
.Someone's left me a note, but ____ haven't signed it. 2. The person who phoned wouldn't give ____ name. 3. Nobody in the club has paid ____ annual subscription yet. 4. Judy says somebody took ___ lecture notes. 5. If anybody can fill in this form, ____ is brighter than me. 6. Nobody will believe me unless I show ____ the picture. 7. I can not help anybody unless ____ bring all the right documents with ____. 8. Someone has taken my bag and left me ____.
Exercise 8. Put in this / that / these / those.
. Why am I living in _____country? 2. Get me ____box from the table. 3. Ugh, ____ potatoes taste burnt! 4. What was____ noise? 5. Who are people over there? 6. Come____ way, please. 7. Isn't ____weather great? 8. Did you hear ____ rain in the night? 9. Tell her to stop ____shouting. 10. ____was a nice meal - thanks. 11. Who said____? 12. Why did she marry____ idiot? 13. Do it ____way, not like ____.9. Write the plurals.
Apple, boss, box, brush, cat, chair, church, class, dress, garden, gas, glass, hotel, plane, ship, table, time, tree, watch, wish. 10. Write the plurals.
Boy, city, copy, country, family, guy, holiday, key, party, way. 11. Form plural nouns from the words in brackets .
. Our _____ play a lot of football. (child)
. Those _____ dont look English. (student)
. There were mostly old ___at the meeting.(man)
. Big _____ are always dirty. (city)
. Their _____ are traveling with them . (wife)
. Those _____ are my colleagues.(woman)
. My _____ are giving me trouble. (tooth)
. Those _____ cost too much. (watch)
. Most _____ cry at night. (baby)
. The _____ are all wet. (match)
. Who are those _____ ? (guy)
. How many _____ live here? (person)12. Group nouns or not?
Army, audience, beach, class, police, club, party, company, crowd, idea, information, lunch, question, room, school, train, news. 13. Complete the sentences with the words from the list.glasses, silk pyjamas, scissors, shorts, black trousers.
. I cant see very well with these _____.
. Its hot today. Im going to put on _____.
. These _____ dont cut very well.
. Youd better put on your best _____ for the interview.
. She always sleeps in _____.14. Put in suitable nouns from the list., work, furniture, advice, baggage, information, news, spaghetti
. Can you give me some____ about the school.
. Have you got much _____? No, just one small bag.
. This _____ isnt very good. You cooked it for too long.
. Ive stopped reading the papers. The _____ is always bad.
. I dont know what to do. Can you give me some _____?
. All this _____ is from my mothers house.
. Ive got too much _____ and not enough free time.to do
Task 1. Translate and comment on the following.
-I hope getting higher education will help me to be highly qualified specialist and to climb the career ladder.
Task 2. Work in small groups. Role-play the situation:want to take part in the activities of students scientific society.with your friends the following points:
theme and the plan of your project
&