Text 4. Discussing plans

David: OK. Let's start. Now, the first item on the agenda is plans for future growth. We want as many ideas as possible for increasing our market share. OK? Who wants to go first? Yes, Carol.

Carol: Well, I think that our service could be better. We should aim for greater customer satisfaction.

David: How do you mean?

Carol: I think one problem is that our customers don't always get their statements on time. We should always mail monthly statements within two business days of the end of the month.

David: Yes, I like that. How do you feel about that, John?

John: Good idea. And another thing we should do is try to find new customers for the bank. We have to improve our market share.

David: How do you suggest we do that, John?

John: Well, I think we need to talk to the people who aren't our customers yet and explain why they should open an account with us. So how about making more cold calls on potential customers at their homes and offices?

David: Interesting... Yes, Linda. What do you think?

Linda: I'm sure that if our employees have more incentives, they'll be more motivated and they'll give our customers better service.

David: Can you give us an example?

Linda: Yes. How about improving incentives for our employees – you know, bonuses, profit-sharing, investment plans, that kind of thing?

Robert: I think Linda's idea is excellent. But we also need to give our customers an incentive to bank with us. Customer loyalty is as important as staff loyalty.

David: What do you suggest?

Robert: How about this? We give our customers some kind of free gift when they visit the bank.

David: A gift? You mean cash, free insurance, a watch?

Robert: No, I was thinking of something more practical…

Раздел III Тема устной речи «Management»

1) Прочитайте и переведите тексты.

Text 1. What administrative services managers do

Administrative services managers plan, coordinate, and direct a broad range of services that allow organizations to operate efficiently. Their specific responsibilities vary by the type of organization and may include keeping records, distributing mail, and planning and maintaining facilities. In a small organization, they may direct all support services and may be called the business office manager. Large organizations may have several layers of administrative managers who specialize in different areas.

Duties. Administrative services managers typically do the following:

• Buy, store, and distribute supplies.

• Supervise clerical and administrative personnel.

• Recommend changes to policies or procedures to improve operations, such as changing what supplies the organization keeps and improving how the organization handles records.

• Plan budgets for contracts, equipment, and supplies.

• Monitor the facility to ensure that it remains safe, secure, and well maintained.

• Oversee the maintenance and repair of machinery, equipment, and electrical and mechanical systems.

• Ensure that facilities meet environmental, health, and security standards and comply with government regulations.

An organization may have several managers who oversee activities that meet the needs of multiple departments, such as mail, printing and copying, recordkeeping, security, building maintenance, and recycling. The work of administrative services managers can make a difference in employees' productivity and satisfaction. Administrative services managers also ensure that the organization honors its contracts and follows government regulations and safety standards.

The following are examples of types of administrative service managers:

Contract administrators handle buying, storing, and distributing equipment and supplies. They also oversee getting rid of surplus or unclaimed property.

Facility managers oversee buildings, grounds, equipment, and supplies. Their duties fall into several categories, including overseeing operations and maintenance, planning and managing projects, and dealing with environmental factors.

Administrative services managers must have analytical, leadership and communication skills (communication is a key quality), they must be detail oriented.

(From «Occupational Outlook Handbook», United States

Department of Labor, Bureau of Labor Statistics, 2012)