CUSTOMER SERVICE

NABILL DANIEL PALMA

DANIEL SEBASTIAN MORALES
JUAN CARLOS MARTINEZ

FICHA N°
2136284

ANDRES FELIPE MEDINA

CENTRO DE SERVICIOS FINANCIEROS

BOGOTA, 15 DE junio de 2021

 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. Work in groups and discuss the following questions:

What do you understand for personal information?
Answer: the personal information can be used for Identify any person, we can use that to find out her/his pleasures and features
either of your body or your personality

What data corresponds to personal information?

Answer: Phone number, Stratum social, House address, Nationality, Email address

How can you ask a person about their personal information?

Answer:
- What’s your name?
- Where are you from?
- What’s your surname/family name?
- What’s your full name?
- Where do you live?
- How old are you?
- What’s your e-mail address?

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

2. Create a business card using your personal information. Use the image as an example. Take into account:
3. Skills practice: Do the following activities to practice the learnt vocabulary and English structures.

3.1. 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. Switch roles and get to know each other. Ask and answer questions about
everybody in the group. Share your business cards.
WORD / EXPRESSION DEFINITION
Interchange Exchange, switch

Role job, part, position

Organization group, company, party

Channels of communication (Canal de comunicación) (shanel comiunikeishon- ˈtʃænl- kəˌmjuːnɪˈkeɪʃən);

system or method that is used for communicating with other people.

Verbal communication (Comunicación oral-verbal) (verbal comiunikeishon; is a type of oral

communication wherein the message is transmitted through the spoken
words

Spoken communication (Comunicación hablada) (espouken comiunikeishon); it is the spoken

sentence which is the original and the usual mode of communication.
Written communication (Comunicación escrita) (rgridin comiunikeishon); The Written
Communication refers to the process of conveying a message throughthe
written symbols.

Non-verbal communication (Comunicación no verbal) (non verbal comiunikeishon); is the transfer of

information through the use of body language including eye contact,
facial expressions, gestures and more.
Eye contact (Contacto visual) Eye contact is the act of looking into someone’s eyes.
Eye contact is a very important aspect of nonverbalcommunication that
is recognized not only throughout the human world, but in many species
of animals as well.

Workplace Office, factory, workroom, workshop

Employes worker, hand, workman

3.3. Reading practice
Before Reading the text, discuss the following questions:

Do you think it is necessary to have a communication code at work? Give examples.

Answer: If we don’t have a communication code at work, our group won’t have a clear guide to do the work, this
because the group need to have a leader or a manager to lead the rest of the group. This person can take the decisions
and say how to work to the rest people

What can you say about formal and informal communication? Describe.
Answer: What can you say about formal and informal communication? Describe. R= The principal difference between
formal and informal communication is that in the formal communication, is more likely to be found it in working
environment, it because in the work environment, the people need to be polite in front of the superiors. But in the
informal communication, this is more likely to be found it in a friend talk, it because they don’t need to be polite among
them.

FORMAL COMMUNICATION INFORMAL COMMUNICATION