English Learning Guide

Competency 1
Unit 1: Customer Service
Workshop 2
Centro de Servicios Financieros- CSF

Name: HERNAN DARIO FARIAS ORTIZ Cohort: Date: 12/11/2021

Training program: Instructor:

INTERACTING AT THE WORKPLACE

(PRODUCTS AND SERVICES/STAFF/RESOURCES)

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, describing the office, 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 interact with others at your workplace.

1. Work in pairs and discuss the following questions:

- Think of a company you know and describe it (location, facilities, departments) - What
kind of company is it? What products, services do they offer there?
RTA: MARKETING TOOLS IS AN ADVERTISING AND EVENTS COMPANY THAT DOES PROTOCOL
EVENTS REPRESENTING DIFFERENT LIQUOR BRANDS, ITS HEADQUARTERS IS LOCATED IN
BOGOTA NORTE IN COLOMBIA, IT IS A GOOD COMPANY WITH MORE THAN 20 YEARS IN THE
MARKET.
-
- What services/facilities/products can you highlight from this company?
RTA: THIS COMPANY HIRES PROTOCOL MODELS AND LOGISTICAL STAFF, WHICH GIVES VERY
GOOD PAYMENT AND PROVIDES VERY GOOD TRAINING BEFORE EACH EVENT.
- Share the information with the rest of the class.

2. Skills Practice: Do the following activities to practice the learnt vocabulary and English structures

2.1. Listening: talking about your company in English

Before listening, identify the following vocabulary (look up the meaning of the words and write
some examples).
English Learning Guide
Competency 1
Unit 1: Customer Service
Workshop 2
Centro de Servicios Financieros- CSF

Company Merchandise Advertising

Manufacture Design Campaigns
Develop Sell Major/Players
Industry Field Represent Rated
Produce OEM Distribute Serve
Market Reputation Awards Small/Medium-Sized
Branded Distinctions Retailer
Known for Equipment

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 English Learning Guide
Competency 1
Unit 1: Customer Service
Workshop 2
Centro de Servicios Financieros- CSF
Listen and read the audio script1 at
https://www.youtube.com/watch?v=eotKoAJxu-A

Then answer the following questions:

- Mention three things you can mention about a company:

- our company distributes accessories like belts, handbags, and others, we are committed with
the economy of our customers, and we have a lot of partners and factories interesting in our
products for its variety of colors and elegance
- Give 5 examples of what OEM industry can produce
- we are known for our excellent products with a big variety in colors, styles, and uses. we sell to
this accesories with the best acctitude posible in our stores forgive to the customers articles of
caliety and a good atention in our facilities
2.2. Speaking: provide basic information related to your workplace
- Work in pairs and perform a role play/ dialogue using your model company as an example. Ask
and answer questions giving specific information about it. Include location, facilities, products
and departments. Use model questions to practice.
RTA: MANUFACTURAS CMG SAS - LAMBARÉ
What is the location of your company?
the location of our company is : Bogotá,D.C. in Colombia
Where are the Facilities of your company? : in Bogotá for now
what Products produce your company ?: our company sells face masks, belts,
handbags, shoes, shirts, handles, necklaces, and rings.
-
- Prepare an oral presentation of your team- Describe at least three different people from your
workplace.

2.3. Reading about behaviors at work

Before reading the text, discuss the following questions?

- What do you think it is the most difficult fact to deal with at work?
- RTA: DEALING WITH PEOPLE, TRYING TO CONVINCE PEOPLE OF SOMETHING, OR
MANIPULATING THEM INTO BUYING OR GETTING SOMETHING THEY DON'T NEED.
- Can you tell a nice or bad experience you had with a person from work?
- RTA: I CAN'T STAND BEING DISRESPECTED AND I HAVE PROBLEMS WITH AUTHORITY AND
SOMETIMES PEOPLE WHO HAVE AUTHORITY DISRESPECT ME AND I DON'T ALLOW IT.
Read the text and then complete the proposed activities.

1 Taken from: https://www.youtube.com/watch?v=eotKoAJxu-A. Used by SENA for pedagogical purposes, exclusively. 2

Adapted From: https://www.wikihow.com/Behave-at-Work Used by SENA for pedagogical purposes, exclusively.

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English Learning Guide
Competency 1
Unit 1: Customer Service
Workshop 2
Centro de Servicios Financieros- CSF

HOW TO BEHAVE AT WORK2

Co-authored by Abayomi Estwick
Your attitude is just as important as your skills and abilities. From offices to restaurants, learning to
navigate any new job requires a unique mixture of people skills and dedication. You can learn to
make a good impression on your first day, and turn that good impression into a good reputation
into the future.

Starting a new job

1. Get there early. On your first day, it's important to make a good impression and to show
up on time. Make sure you're there early enough to get fully prepared and changed, if
necessary, to start your shift. Be there ready to go 10-15 minutes before your shift starts.
Give yourself an extra 30-40 minutes as a buffer for things like traffic, getting lost, and
finding parking.
2. Listen and apply what you hear. You are not expected to excel right away at most jobs,
and most employers know that there will be a learning curve with new hires. So, don't
worry so much about making mistakes and messing up your first day, but focus on learning
as much as possible and listening carefully to make sure you don't miss things.
3. Don't be afraid to ask questions. Lots of new employees will be too sheepish to ask
questions, and will blunder into doing things incorrectly. Identify when you really need
help. There's no shame in asking for help, especially on your first day.
4. Try to anticipate what needs to happen next. The process of every workplace is very
different. Even if you're skilled and talented, it takes some time to figure out what needs
to happen, and in what order.
5. Clean up without being asked. One thing that's consistent at every workplace is
cleanliness and safety. Straightening up doesn't usually need to be coached. Look out for
things you can organize, or ways that you can clean up to make the workplace much
easier.
6. Just be yourself. It's not what you know, how talented you are, or even what you do on
the first day that will make it a success. It's your attitude and behavior. Your employer
hired you because there was something about your combination of skills and personality
that will benefit your workplace.

You don't have to act like your coworkers act, for good or for worse. It takes time for people to
adjust to a new person in the workplace, so give your co-workers time to adjust to your personality
rather than changing your behavior to match theirs.

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 English Learning Guide
Competency 1
Unit 1: Customer Service
Workshop 2
Centro de Servicios Financieros- CSF
Answer the following questions:

- What is the text about?

- RTA: IN THE TEXT GIVE US TIPS FOR OUR FIRST DAYS IN A NEW JOB, LIKE A TIME OF ARRIVAL,
TO ASK QUESTIONS TO OUR PARTNERS OF THINGS ABOUT WE DON'T KNOW NOTHING, ETC.
- Give some ideas to overview the information given in the text.

- RTA: EVERYTHING IS VERY IMPORTANT, AND TRUE. WE HAVE A TRIAL PERIOD, IN THIS, IS
IMPORTANT SHOW TO THE COMPANY OUR CAPACITIES AND KNOWLEDGE FOR CAUSE IT A
GOOD IMPRESSION OF US

Look up the underlined words from the text:

Find the definition and a synonym for each one of them. Write them down and use them to refer to
your workplace.

safety: SEGURIDAD
Look out: ESTAR ATENTO
attitude: ACTITUD
behavior: COMPORTAMIENTO
co-workers: COTRABAJADORES
shift: CAMBIO
excel right away: ALGO DE INMEDIATO
messing up: STROPEAR
hires: CONTRATOS
skilled: EXPERTO

Mark the following statements as true (T) or false (F) according to the text.

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 English Learning Guide
Competency 1
Unit 1: Customer Service
Workshop 2
Centro de Servicios Financieros- CSF
- Your skills and abilities are more important than your
attitude at your workplace ( F ).
- Arriving early to the office gives a good impression, especially the first days of work ( T ).
- You are not allowed to ask questions at work the first day ( F ).
- It is very useful to identify what should happen at work ( T ).

2.4. Writing: Draw a floor plan of your model company, indicating places, facilities, services and make
an oral presentation, include also some behavior codes for the employees. Add more ideas to your
drawing.
LAMBARÉ SAS IS A COMPANY WHICH DISTRIBUTES ACCESSORIES FOR MEN AND WOMEN TO A NATIONAL
LEVEL FOR NOW. OUR COMPANY IS INTERESTED IN BUYING ARTICLES FOR BIG FACTORIES TO SELL TO SMALL
COMPANIES IN THE CITY AND TO DIRECT CUSTOMERS ( PEOPLE IN GENERAL WHO VISIT OUR SHOPS).
LAMBARÉ IS CHARACTERIZED BY SERVICIAL PEOPLE, OUR EMPLOYEES ARE NICE, HELPERS, SERVICIAL,
COLLABORATORS, THEY LIKE TO HELP CUSTOMERS AND GIVE THEM THE BEST ATTENTION IN AND OUT OF
SHOPS.
LAMBARÉ SAS IS UBICATED IN BOGOTÁ, IS A COMPANY ENGAGED WITH THE ENVIRONMENT ( WITH A GOOD
USE TO THE FACTORIES AND TRANSPORT) AND IT HOPES IN A FIVE YEARS BE A NATIONAL AND RECOGNIZED
COMPANY IN THIS AREA.

3. Extension activities: the extension activities will help you improve your performance in the topics. You
need to reach at least five hours of practice on your own 2.

- To watch more videos and learn more vocabulary about the workplace communication, visit the
channel 925English at YouTube.
- Explore the following website to know more about behave at the workplace to expand your
knowledge and share it with your instructor and your classmates.
https://www.wikihow.com/Behave-at-Work
- Based on your instructor’s orientation, explore the following website and practice the English
structures. Do at least 2 activities from each topic studied in class and deliver them to your
instructor: http://www.esl-lounge.com/student/grammar-guides/grammar-beginner.php

2 All the materials, websites and links used by SENA, are used for academic purposes only.

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