English Learning Guide Competency 1

Unit 1: Customer Service-

Workshop 1
Centro de Servicos Financieros- CSF

Name: Sandra Lorena Saez Lozano Cohort:1961589 - Date:22-11-20

4
Training program: Gestion Empresarial Instructor: Luisa Maria Contreras
Martinez

INTRODUCTIONS AND BASIC PERSONAL

INFORMATION (IN/FORMAL COMMUNICATION)

This workshop attempts to help you improve your basic interaction with others at your workplace,
sharing personal information, identifying formal and informal communication, and asking and giving
information on phone calls your coworkers and you will learn about customer service and how to
interact with others at your workplace.
Objective: From the development of these activities, you will be able to introduce yourself
and other people using formal and informal communication at work.

1. INTRODUCTION
FORMAL AND INFORMAL COMMUNICATION- Greetings and farewells
1.1. Read the words in the box and classify them according to their use.
Hi Good morning Bye See you Not bad Good afternoon Take care Good evening I’m pretty
good
So far so good How are you (doing)? Good night I’m good What´s up I’m fine Hello Goodbye

FORMAL BOTH INFORMAL

Good Hello, Hi, hello,
morning, How do you
Goodbye,
good do?
afternoon,
How are
good
you?
evening,
What’s up?
goodbye

1.2. Work in groups and discuss the following questions:

- What data corresponds to personal information?
• Name • Email
• Last name • Age
• Address • Birthday
• telephone number
• Marital status

• Nationality
 English Learning Guide
Competency 1
Unit 1: Customer Service Workshop 1
Centro de Servicios Financieros- CSF

- How can you ask a person about their personal information?

 What’s your name?
 What’s your last name?
 What’s your age?
 What’s your address?
 What’s your e-mail address?
 What’s your telephone number?
 When is your birthday?
 What is your marital status
 What’s your nationality?

- Share your answers with the rest of the class and practice asking and answering
personal information questions.

 My name is Lorena.
 My last name Saez
 I am 26 years old
 My address is carrera 132 # 132 - 52
 My telephone is 3006723500
 My birthday is 24 January
 I am single.
 My nationatily is Colombiana

1.3. Create a business card using your personal information. Use the image as an example.
Take into account:

- Name of the company

- Full name
- Position in the company
- City/ town
- Contact information (email, address, phone number)

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Competency 1
Unit 1: Customer Service Workshop 1
Centro de Servicios Financieros- CSF

2. Skills practice: Do the following activities to practice the learnt vocabulary and English structures.
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 English Learning Guide
Competency 1
Unit 1: Customer Service Workshop 1
Centro de Servicios Financieros- CSF

2.1. Listening practice

Before watching the video, discuss:
- What kind of information you don’t include in your business card, but you have to include in your presentation at
work?

Watch the video and take notes. List the new words or expressions.

2.2 Speaking practice

Now, practice your oral skills and perform a small personal presentation in groups. Suppose you are a new
employee at a company, and you will introduce yourself to the team. Use the information from your
business card. Ask and answer questions about everybody in the group.

2.3 Reading practice- MY FIRST DAY AT WORK

2.3.1. Work at home:

- What is the difference between “one” and “first”?
- List the cardinal and ordinal numbers from 1 to 20 or write the spelling rules in a diagram.

 
one
1 1st
first
two
2 2nd
second
three
3 3rd
third
four
4 4th
fourth
five
5 5th
fifth
six
6 6th
sixth
seven
7 7th
seventh
eight
8 8th
eighth
nine
9 9th
ninth
10
ten 10th
tenth
11
eleven 11th
eleventh
12
twelve 12th
twelfth
13
thirteen 13th
thirteenth
14
fourteen 14th
fourteenth
15
fifteen 15th
fifteenth
16
sixteen 16th
sixteenth
17
seventeen 17th
seventeenth
18
eighteen 18th
eighteenth
19
nineteen 19th
nineteenth
20
twenty 20th
twentieth

2.3.2. VOCABULARY
Identify the key words from the text. Look for their definition, pronunciation in English.
WORD / EXPRESSION Meaning
Environment a  plane  journey, and the act of running away.
Team Group of working
make Creative, fashon
advise Asesorar, aconsejar
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Competency 1
Unit 1: Customer Service Workshop 1
Centro de Servicios Financieros- CSF

Take
Boss
Keep
Avoid
Find out
Staff
nerve-wracking

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 2.3.3. Read the text and look up the new words

Essential Tips on Surviving Your First Day at Work

A new work environment, fresh faces in your team and a whole different
set of office dynamics. These are some of the adjustments you can make
during your first day.
Amanda Augustine, a career expert at TheLadders, an online service
platform, advises new employees to be on their toes. “The first three
months of any new job are an extension of the interview process,” she
says. “From the first day, you need to be on your game.”

Here are 5 ways to make the most of your first day of work:

1. Take initiative to introduce yourself

Introduce yourself to everyone in the office: Your team, your bosses and even the cleaning lady down the corridor.
But remember to keep your introductions short and concise.

2. Dress the part

To avoid a frustrating and stressful morning, plan your outfit the night before your first work day. Keep your choices
as professional as possible. When in doubt, check what are HR’s policies on dressing.

3. Find out who you will be working closely with

Try to identify the people that you will be working with the most and introduce yourself to them. These could be the
people seated around your desk, the supervisors you report to, or the junior staff that you are in-charge of.
The best way to get to know your coworkers is over lunch. So, never turn down a lunch invite.

4. Make friends with a veteran

As a newcomer, your first day could be difficult. To excel, you will need a mentor to guide you through your career.
By establishing a strong working and personal relationship with your mentor, you can receive guidance that can
propel you in your career.

5. Prepare yourself for change

Your first day at work can be the most nerve-wracking. To make it memorable (in a good way), head into your new
workplace with an open mind. Things will be different from your previous job. And you might find the pace to be
totally opposite of your previous life. But be patient with yourself as you slowly adjust to a whole new environment.

Adapted from: https://content.mycareersfuture.sg/essential-tips-surviving-first-day-work/

2.3.4. Answer the following questions. Select True or False

Questions True False

1. Your boss has to introduce yourself.
2. Dressing code is not important in your workplace.
3. Having lunch together is a good opportunity to meet your coworkers.
4. A mentor can offer you guidance in new job.
5. It is easy to plan your first day because it is predictable.

2.4 Listening practice at home

2.4.1 List ten places of the city where you can work or study.
2.4.2 Go to the following link:
https://esol.britishcouncil.org/content/learners/grammar-and-vocabulary/beginners/my-first-day-work

Watch the video about Harmonie starting a new job in a school as a teaching assistant. This module will help
develop your listening skills and build your confidence in listening to instructions.
Develop the activities and take a screenshot to save the information to be uploaded.

2.4.2.1 Complete the following chart

Singular Plural Meaning- Singular/plural

Job Jobs the regular work that a person does
to earn money:
Coworker cowokers a person who
you work with, especially someone
with
a similar job or level of responsibilit
y
Student Students a person who is learning at
a college or university:
Teacher Teachers someone whose job is to teach in
a school or college
Kitchen Kitchens a room where food is kept, prepared,
and cooked and where
the dishes are washed
Reception Receptions The  president  gave  a reception for
the  visiting heads of  state.
Man Men an adult male human being:
Woman Women an adult female human being:
Child children a boy or girl from the time of birth until
he or she is an adult, or
a son or daughter of any age
Place places an area, town, building, etc.:
Question Question’s a sentence or phrase used
to find out information
ID card ID cards an identity card
Half Halves either of the
two equal or nearly equal parts that
together make up a whole:
Person People a man, woman, or child
Thief thieves a person who steals
Dish dishes a container, flatter than a bowl and
sometimes with a lid, from
which food can be served or which can
be used for cooking