SERVICIO NACIONAL DE APRENDIZAJE SENA Versión: 02

GUÍA DE APRENDIZAJE
SISTEMA INTEGRADO DE GESTIÓN Fecha: 01/06/2021
Proceso Gestión de la Formación Profesional Integral
Código: F004-P006-GFPI
Procedimiento Ejecución de la Formación Profesional Integral

GUÍA DE APRENDIZAJE Nº 2

1. IDENTIFICACIÓN DE LA GUIA DE APRENDIZAJE

Programa de Formación: Técnico en Nómina y Prestaciones Código: 122121
Sociales Versión: 100
Guía Sena de Ingles
Resultados de Aprendizaje: Competencia:

Ofrecer atención y servicio al cliente cara a cara, de forma Facilitar el servicio a los clientes de
oportuna y con proyección de valores; aplicando el protocolo, la acuerdo con las políticas de la
etiqueta y las políticas de la organización, de acuerdo con los organización.
estándares y políticas de calidad establecidas.

Duración de la guía (en horas): 12 HORAS

2. INTRODUCCIÓN

Strategies for technological support

TELEPHONE

The attention of the telephone calls begins already before the conversation with the
promptness with which we pick up the telephone. The most advisable is that the telephone
rings 3 (three) times. We must have a good command at the moment of picking up the phone
since one hand should be free to take a note or annotation.
We must also vocalize properly since the speed of locution should not be so fast because the
information will not be clear.
When we pick up the phone, a call is initiated as follows:
- Give a welcome message in which the name of the company (HOLSAN) is indicated.
- A form of greeting is expressed (GOOD MORNING OR GOOD AFTERNOON).
- The initiative to the request is given (WHAT CAN I DO FOR YOU)
- If the call is requested to be transferred, it is necessary to ask him/her (CAN YOU TELL ME
YOUR NAME, PLEASE?, WHO AM I TALKING TO, PLEASE?)
TO LEAVE A VOICEMAIL MESSAGE AND MAILBOX

1. Pre-plan the call

2. The message should be simple, short and to the point
3. After the greeting, proceed to the personal identification.
4. Explain the reason for the call
5. Leave the telephone number if necessary
6. Say goodbye and thank you.
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INTERNET:

A method of transmitting data over a network. The data that is sent is divided into individual
and completely independent "packets". Each computer on the Internet has at least one address
that uniquely identifies it and distinguishes it from all others, and each data packet contains
both the sender's address and the receiver's address.
The Internet Protocol guarantees that all data packets will arrive at the appropriate address.

FACEBOOK - TWITTER:
It is a medium in which you can show job offers, which is striking and interesting among others,
but it should be borne in mind that if you get this means of communication must be updated as
there are people who are interested in it and continue connected.

INTRANET:
An intranet is a private computer network that uses Internet technology to share within an
organization part of its information systems and operational systems. The term intranet is used
in opposition to the Internet, a network between organizations, referring instead to a network
within the scope of an organization.

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ELECTRONIC MAIL:

The electronic mail has become a very important tool in the work environment since by means
of the mail the members of the company communicate, additionally it is important to take into
account The first thing we must do, is to put correctly in our mail program the data of the
sender, to avoid "anonymous" mails. Write your mail just like a normal letter, with a header, a
body and a footer (with signature), avoid writing the text with capital letters. On the Internet that
means shouting.

CALL CENTER

A call center is an area where specially trained call center agents or executives make calls
and/or receive calls from and/or to: customers (external or internal), business partners,
associated companies or others.
A Contact Center (contact center) is a centralized office used for the purpose of receiving and
transmitting a large volume of calls and requests through the telephone, which can be made
through channels other than the telephone, such as fax, e-mail, chat, text messages and
multimedia messages, among others.

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3. DIDACTIC STRUCTURING OF LEARNING ACTIVITIES

3.1. Preposition of place activity

Based on the class preposition of places the students have to complete the corresponding gaps en each
quetion.

This sentences contained diffrents places expressions like in, at, on, the, over, under, below, behind,
near

With these kind of activities the students Will be able to recognise object and subjet location

https://es.liveworksheets.com/worksheets/en/English_as_a_Second_Language_(ESL)/
Prepositions_of_place/Place_preposition_cr107092tm

 When you provide a customer service, what setbacks or types of customers do you encounter? What
would be your approach to these and how could you provide a possible solution?

3.2. Contextualization activities and identification of knowledge necessary for learning

Elements of customer service that every organization should have in place

To offer a unique and positive shopping experience to customers, companies must have these elements
that will help them offer exceptional service. Here we tell you which are the most important:

1.Friendly contact with customers

To offer an adequate customer service, it is extremely important to be friendly with them, whether it is
through a phone call, an email or a conversation in person.
You should use the right words, offer a smile and preferably address them in a personalized way.

2. Close relationship with the customer

Customers do not buy products, they buy a solution to their needs. Creating a relationship with them
allows you to identify them, understand them and anticipate to solve them.
The more you know your customers, the better you will be able to anticipate these needs. We
recommend you communicate with them regularly, participate in conversations, and exchange ideas to
know what they want and therefore, achieve their satisfaction.

A tool that will help you know what users want is the use of Online Communities, a platform where your
customers constantly participate in exchanging information, offering feedback and interacting with your

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brand, with the objective of helping you identify their needs and the points you need to fix to improve the
customer experience.
Through this type of tools you can get insights from customers engaged with your brand and make
several research studies with the help of your audience.

3. Respond to their doubts

Answering questions is one of the most important elements of customer service. Generally, you will
receive hundreds of simple and easy to solve requests, others will seem a bit impossible and
unreasonable, but you should always offer to solve the problem.
This doesn't mean giving in and solving it right away, just try to make the process friendly and keep your
customer happy. He will be much more appreciative.

4. Give value to the customer

Always be on your toes. Listen to everything your customers have to say, create interactions, identify
their needs by asking questions and focus on understanding what the customer is asking for.
Encouraging and welcoming their comments and suggestions will help you adjust your products and
services. With this they will feel that they are providing useful information and will be happy to do so on
an ongoing basis.

5. Provide a positive shopping experience

Positive customer service, in addition to friendly treatment and effective problem solving, involves having
a consumer-friendly space. That is, if you have a physical store, make sure everything is properly set up,
clean and easy for the customer to find.
If you have a website, create a space where navigation is easy, the customer has a fast and efficient
purchasing process.

Value added:

https://cuevana3.io/1556/the-founder

Based on the video, what elements of customer service should we consider?

Avtivity:

Make a summary in which you are going to aboard the founder context

5.2. Knowledge appropriation activities (conceptualization and theorization)

WHY IS SO IMPORTANT TO KNOW HOW TO CREATE AN ESSAY?

An essay is a "short formal piece of writing..dealing with a single subject" ("Essay," 2001). It

is typically written to try to persuade the reader using selected research evidence ("Essay," 1997). In

general, an academic essay has three parts:

1. An introduction that gives the reader an idea of what they are about to learn and presents an

argument in the form of a thesis statement

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2. A body, or middle section, that provides evidence used to prove and persuade the reader to

accept the writer's particular point of view

3. A conclusion that summarizes the content and findings of the essay

CONNECTORS:

Contrast

.     In spite of / Despite Link two contrasting ideas. Followed by a noun phrase. 
.     Although / (Even) though Link two contrasting ideas. Followed by a sentence. 
.     However / Nevertheless / Still / Yet / Even so / On the contrary / In contrast. Introduce a new
idea which marks a contrast with previously stated ideas. Introduced by a comma. 
.     On the one hand ... On the other hand. Links two contrasting ideas / paragraphs. 
.     In contrast to / Contrary to. Link two contrasting ideas. Followed by a noun phrase. 
.     Whereas Link two contrasting ideas. Not separated by commas. 

Reason and cause

.     Because / As / Since / Seeing that Introduce a sentence. Subordinate sentences introduced by
because always appear in final position. 
.     Because of / On account of / Owing to / Due to. Introduce a noun phrase. 

Purpose
 
.     In order to / So as to Introduce an infinitive of purpose.
.     In order that / So that Introduce a sentence. 

Consequence

    . Consequently / As a consequence / As a result / Therefore   

    . As a consequence of / As a result of Followed by a noun phrase. 
.     So Introduces a sentence. No commas.   

Addition
    . Moreover / Furthermore / In addition / Besides / What's more Used after a strong pause and
separated from the sentences. They are introduced by a comma. 
    . As well as / In addition to / Besides Used to add  one more piece of information. Followed by a
noun phrase. 

. Exemplification

      For example / For instance Introduces an example referring to previously stated ideas. 

.     Such as Introduces an example referring to the last idea.

Add information

. for example, for instante, such as: 

‘Vegetables are a good source of vitamins: for example / for instance, oranges have vitamin C’ 

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. more over, furthermore, besides, in addition to: 

‘In addition to soul music, she likes rap’ 

. apart from, except for: 

‘Apart from English, she speaks French’.

Succession

 - First of all / Firstly / To begin with / First …. 

 - Second / Secondly / Then … 
 - Third / Thirdly / After that...
 - The next stage … 
 - Finally / in short / to sum up / in conclusion / lastly / last but not least…  
  
 Result

. As a result of: 

‘As a result of his brave action, he was awarded a military medal. 

Therefore, as a result, consequently, for this reason: 

‘Consequently / for this reason, it always passes its annual road test’

ACTIVITY:

Make an essay related to the current situation and how the ask reform influence in the day by

day of thousands of colombian people.

3.3. Actividades de evaluación.

Evidencias de Aprendizaje Criterios de Evaluación Técnicas e Instrumentos de
Evaluación
Evidencias de Conocimiento
Atiende el público y facilita el Exposición
Desarrollo actividad servicio al cliente con
preposition of places por objetividad, aplicando las
medio de la plataforma estrategias de atención
liveworksheet personalizada y las normas de
la organización.
Evidencias de Desempeño: Talleres

Elaborar un summary based

on the founder movie

Evidencias de Producto: Sustentación oral, manejo del

público, creatividad, trabajo en
Presentar un ensayo basado equipo Lista de chequeo
en la situación sociocultural
actual haciendo uso de los
connectors en ingles

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4. RECURSOS PARA EL APRENDIZAJE

 Tablero, Marcadores para tablero, Borrador para tablero acrílico
 Carpetas, Lápices, Lapiceros
 Hojas tamaño carta
- Equipos: Computadores, Impresoras
-

5. BIBLIOGRAFÍA/ WEBGRAFÍA

DEBRA, Stevens (2012) Tips efectivos para el Servicio al Cliente. Editorial Trillas
LEÓN M., Alma (2008). Estrategias para el desarrollo de la comunicación profesional. Limusa, 2ª edición.
RODRIGUEZ, Mauro (1996). Creatividad en el servicio. Una estrategia competitiva para Latinoamérica.
McGRAW-HILL.
ROGERS, Jenny. ARTÍCULO BASADO EN EL LIBRO “TÉCNICAS DE INFLUENCIA”, tomado de internet.

SERVICIO NACIONAL DE APRENDIZAJE-SENA-BOGOTÁ-COLOMBIA-APRENDAMOS A

COMUNICARNOS.
 https://cuevana3.io/1556/the-founder
 https://sites.google.com/site/maycaingles2011/writing/linkers-and-connectors
 https://es.liveworksheets.com/worksheets/en/English_as_a_Second_Language_(ESL)/Prepositions_of_place/
Place_preposition_cr107092tm
 https://bowvalleycollege.libguides.com/essays
 https://www.englishclub.com/grammar/prepositions-place-at-in-on.htm
6. CONTROL DEL DOCUMENTO (ELABORADA POR)

Instructora Juliana Barrera

Programa de Integración con la Media, SENA DE INGLES
Bogotá D.C., marzo de 2021

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ANEXO UNO

Estimado aprendiz es importante que lea atentamente la información que aparece a

continuación de tal manera que logre dar respuesta a los aspectos solicitados a propósito de
este tema.

Comunicación Asertiva

“la asertividad tiene que ver con la integralidad que el ser humano desarrolla de manera
efectiva frente a su entorno; entendiendo por integralidad el complemento entre la
comunicación corporal, verbal, visual y escrita, que suele ser desde esta perspectiva:
clara, precisa y oportuna”.

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