IV страдательный залог (Passive Voice)

Ex. 4.1. Изучите таблицу:

Passive Voice subject+be+V-ed (V3)
Present Simple Passive subj.+am/is/are+V-ed (V3)	Past Simple Passive subj.+was/were+V-ed (V3)	Future Simple Passive subj.+will be+V-ed (V3)
I am shown. He (she, it) is shown. We are changed. (they, you)	I was shown. He (she, it) was shown. We were changed (they, you)	I’ ll be shown. He (she, it)’ll be shown. We (they, you)’ll be changed
I am not shown. He (she, it)isn’t shown. We aren’t changed. (they, you)	I wasn’t shown. He wasn’t shown. (she, it) We weren’t changed. (they, you)	I’ ll not be shown. He won’t be shown. (she, it) We’ll not be (they, you) changed.
Am I shown? Is he (she, it) shown? Are we changed? (they, you)	Was I shown? Was he (she, it) shown? Were we changed? (they, you)	Will I be shown? Will he be shown? (she, it) Will we be changed? (they, you)

Notes: I will = I’ll He will=he’ll You will=you’ll

Ex.4.2. Перепишите предложения, используя глагол в форме страдательного залога. Пропустите подлежащее, если оно не так важно в предложении.

1. Howard Baines set up the company in 1978.

2. To begin with, Baines and his directors divided the company into three departments.

3. Since then, they have restructured the company into five departments.

4. A manager heads each departments.

5. The company now employs 4,000 people.

6. They are building a new head office for 2,000 staff.

7. They will complete the new building next month.

Ex. 4.3. Заполните пропуски соответствующей формой глагола в страдательном залоге (Passive Voice).

Insurance companies see manual workers as high risk.

Low paid manual workers (¹charge) __________ 10 to 20 per cent more for their motor insurance than high-earning professional people, according to data from the Automobile Association. One man (²quote) ______________ £713 for car insurance when he gave his job as IT consultant. But when the same person, with the same car and address gave his job as factory worker, he (³offer) ____________ cover for a cost of £793.

So what are the best and worst jobs for car insurers? The highest rates (⁴attract) __________ by high-earning sportsmen, because they often drive fast, expensive cars. Nightclub staff (⁵see) ___________ as high risk because they park their cars in areas of high crime at night. At the other end of the scale. The lowest premiums (⁶pay) __________ by accountants. They (⁷believe) ___________ to be careful people who take few risks when driving.

Ex. 4.4. Подчеркните существительное, которое не сочетается с данным глаголом.

1. destroy a. a house b a cup of coffee c. a document

2. lose a. money b keys c. storeroom

3. damage a. a piece of paper b. an antique c. a computer

4. steal a. a car b. a factory c. a wallet

5. injure a. a chair b. a person c. an arm

Ex. 4.5. Заполните предложения глаголами из упражнения 4.3.

1. Two people were injured when the machine fell. 2. The window in our office has been badly ____________ by the storm. 3. She ___________ her briefcase, but she found it again. 4. The warehouse was totally __________by fire. 5. Somebody broke into my car, but nothing was __________ .

Ex. 4.6. Исправьте ошибки в предложениях.

1. The police are – were informed about the theft last night. 2. The goods will being replaced by the insurance company next week. 3. How many insurance quotes is processed each month? 4. Our car was damage in the accident. 5. Sorry for the delay, your insurance claim will are dealt with as soon as possible. 6. The premiums on my insurance policy have go up. 7. Three people were injure in the accident. 8. The terms of insurance policies have be changed by some insurance companies.

Ex. 4.7. Перепишите предложения, используя глагол в форме страдательного залог. Пропустите подлежащее, если оно не так важно в предложении.

1. A car injured Mr. Lewis. - Mr. Lewis was injured by a car.

2. The storm has damaged our house.

Our house ________________________________________.

3. The other broker quoted us a better price.

We ______________________________________________

4. Has the insurance company contacted you yet?

Have _____________________________________________

5. Hurricanes destroy over 300 homes each year.

Each year __________________________________________

6. We are processing your insurance claim at the moment.

Your ______________________________________________

UNIT 9 SERVICE

I Feedback on service

Ex. 1.1. Заполните комментарии туристической компании (a holiday travel company) следующими словами:

apology dissatisfied friendly pleased wrong excellent useful mistake dirty rude poor

1. We had ¹_______________ service from first enquiries on the telephone to arrival at the resort. Staff very ²___________ and efficient.

2. Very ³___________ to receive the receipt and confirmation the day after booking.

3. We were very ⁴__________ with the service at the hotel. Our room was ⁵__________ and the hotel receptionist was ⁶_________.

4. When I booked my holiday, your representative quoted me the ⁷__________ price. I pointed out the ⁸__________, but she made no ⁹__________.

5. The holiday representative had good local knowledge and gave ¹⁰_________ information.

6. The service in the hotel restaurant was ¹¹__________ .

Ex. 1.2. Просмотрите текст и выберите предложение, которое наиболее точно описывает основную идею текста:

a. Companies that receive no complaints offer the best service.

b. It’s good for companies to receive complaints.

Ex. 1.3. Прочитайте и переведите текст.

Getting better service

The failure to complain is everywhere.

Australians call the British “wingeing Poms” because they complain so much. But a new study suggests that Brits should whinge more, not less. A team led by Chris Voss of the London Business School found that service quality in Britain is typically worse than in America. One reason, the research suggests, is that British customers complain less about bad service than hard-to-please Americans do.

The failure to complain is everywhere in Britain. Hunter Hansen, an American who runs the Marriott Hotel in London’s Grosvenor Square, notes that a British guest would make a fuss only about a significant problem – and even then, would do so in a roundabout way. Americans are critical of even small mistakes.

The result, Mr Voss finds, is that Brits suffer. But so do companies in Britain’s service industries: they do not receive much feedback, and so lose a chance to improve service quality. Indeed, they may spend more than they need on service-quality improvements, because they do not direct help from customers.

Management gurus know more about how companies respond to complaints than about why the British are phlegmatic. In America, well-run companies have “service recovery” strategies. Staff at the Marriott Group are trained in the LEARN routine-Listen, Empathise, Apologise, React, Notify. The final step ensures that there is a record of each complaint. The Ritz-Carlton hotel chain, another with a good reputation for handling complaints from customers, trains its staff not just to say “sorry” but “please accept my apology” and gives them a budget to reimburse angry guests.

When Brits finally complain, they get what they want. Mr Voss told his doctor that he would like to have the results of tests more quickly. “The next time, I got them sooner,” he says, in surprise.

Vocabulary:

whinge – жаловаться

pom (Aus) – житель Великобритании (неофицальн.)

make a fuss – злиться на что-то

a roundabout way – непрямой (обходной) путь (способ)

phlegmatic - флегматичный, спокойный, невозмутимый

Ex. 1.4. Являются ли утверждения из текста верными или ложными:

1. Australians are correct when they say that the British complain too much.

2. The British aren’t very direct when they make complaints.

3. Americans only complain when there is a big problem.

4. British companies don’t spend much on service.

5. The Marriott Hotel Group trains its staff to follow a fixed routine when handling complaints.

6. Complaining about bad service in Britain doesn’t bring any results.

II Dealing with complaints

Ex. 2.1. Сопоставьте шаги 1-5 компании «LEARN routine» с их описанием:

1. LISTEN	a Show that you understand how the customer is feeling.
2. EMPATHISE	b Tell management about the problem
3. APOLOGISE	c Don’t interrupt when the customer explains the problem
4. REACT	d Promise to do something
5. NOTIFY	e Say “Sorry”.

Ex. 2.2. Замените слово в каждом предложении, выделенное курсивом, словом или фразой с таким же значением.

1. It’s a significant problem and a lot of people are complaining about it.

a. minor b. typical c. important

2. Our business is suffering as a result of poor service.

a. doing badly b. recovering c. failing

3. If the service is poor, the company will reimburse you.

a. ask you for money b. recover the money c. refund your money

4. The hotel has a good reputation.

a. has had a good report b. is known to be very good c. is very expensive

Ex. 2.3. Вычеркните одно слово в каждом ряду, которое не сочетается с данным глаголом:

1. make a complaint / a customer / an apology

2. deal with a service / a customer / a problem

3. handle a query / a need / a complaint

4. offer a refund / an apology / a complaint

5. satisfy a need / a customer / a complaint

Ex. 2.4. Выберите в тексте один из вариантов слов, выделенных курсивом.

If a company doesn't ¹satisfy / offer a customer’s needs and he or she ²makes / offers a complaint, the company should respond immediately and ³deal with / satisfy the customer’s problem. Businesses that don’t try to ⁴satisfy / handle their customers usually receive more complaints. If the company ⁵offers / deals with a refund, the complaining customer will often come back. But if the company fails to even ⁶make / handle an apology, the customer will not only change to another company, but may also tell other people about his bad experience.