Task 9. Answer the following questions to the text.

1. According to the text, how many industries are there in the economy?

2. How are they different?

3. What is another name for service industries?

4. Which public services belong to service industry?

5. Why are travel and tourism sectors important for people? In which way do these sectors help people?

Task 10. Fill in the gaps, using the words given.

agriculture sector total slight people

The service ______ dominates the Russian economy contributing slightly more than 58 percent of the _______ GDP with 45 million people working in this sector. The ________ employed in various service industries of Russia are growing each year though those in _______ and manufacturing sector are on a _______ decline.

Task 11. Translate into English.

Вплоть до 20 в. сфера услуг вообще исключалась из сферы производства. Знаменитый английский экономист Адам Смит прямо указывал, что богатство общества зависит лишь от производительного труда – работы по созданию материальных благ. К непроизводительным занятиям, когда ничего не производится, а лишь потребляется ранее созданное общественное богатство, он относил услуги таких профессий, как «юристы, врачи, писатели... актеры, музыканты, оперные певцы, танцовщики и пр.».

В развитых странах уже в 19 в. начали понимать, что сфера услуг хотя и не производит непосредственно материальных благ, однако создает основополагающие условия для этого производства.

Поэтому в современной статистике (включая российскую) сфера услуг (третичный сектор) рассматривается как полноценная часть производства, равнозначная сельскому хозяйству (первичный сектор) и промышленности (вторичный сектор).

Многие конкретные виды сервиса соединяют сразу оба подсектора. Поэтому до сих пор среди специалистов нет единства по поводу того, каков же отраслевой состав сферы услуг. Например, транспорт одни причисляют к сфере услуг, а другие считают нужным рассматривать как особую сферу экономики, равнозначную сельскому хозяйству, промышленности и собственно сфере услуг.

Наряду с традиционным делением сферы услуг на подсектора материального/нематериального производства встречаются и другие классификации.

Read and translate the text

Which are personal qualities required for working in the service industry?

When you do a service to others, there is some amount of nobility attached to it, even if it is a customer service which has a business motive behind it. Working in a customer service industry will not be a cake walk for all. One requires the right mental makeup, interpersonal skills, technical knowledge, problem-solving skills and so on, to be successful in a customer service industry.

Even if one lacks such qualities while joining such an industry, a sincere and committed working over a period of time definitely helps one to learn, gain and hone the specific skills needed in customer service.

Here are some skills that you can learn from working in the customer service industry:

    Patience.Patience and controlling of anger are great virtues even from a spiritual point of view. Angry customers who happen to get disappointed over the problems they faced in the product / service provided by your firm will at times be too harsh in their words and too hard to please. “Customer is always right” is the first statement in the rule books of customer service and patience is the prime requisite in handling such customers.

Diplomacy. All said and done, you may not be practically in a position to meet your promised service deadlines or may not be 100% successful in resolving a problem. At times, the customer’s demands may be far beyond your legal and moral commitments. Many times you will not be permitted to state certain factual and obvious things black and white by your higher-ups in the interest of not antagonizing a customer. You will then naturally develop diplomatic skills (sugar coating the bitter realities, stating the obvious in the most round-about way etc!).

Diplomacy is one great skill that will keep you in good stead in any job or situation you are put into in the course of your life.

Problem 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 similar 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.

  Commitment 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.

Procrastination is one bad quality that you will be able to get rid of if you work in customer service industry.

Thus working in a customer service industry is definitely very advantageous for one to improve one’s 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

nobility – благородство, великодушие

cakewalk – 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 –уверенность

GRAMMAR EXERCISES

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

2. to / the / students / the / lecture / is / delivering / The / professor

3. to / I / went / the / last / Sunday / library

4. a / computer / bought / My / new / brother /week /last

5. at / seaside / do / They / not / their / spend / summer / the

Exercise 2. Add the correct tag to the questions below.

1. You were at the meeting, ___?

2. You'd graduated from the institute by that time, ___?

3. He’s working on his report just now, ___?

4. He’s got a promotion this month, ___?

5. You didn’t like the job in the office, ___?

6. You haven’t met them before, ___?

7. You've been trying to get another job,___?

8. You paid for the bill last time, ___?

9. The goods were delivered yesterday , ___?