GESTIÓN DE FORMACIÓN PROFESIONAL INTEGRAL

PROCEDIMIENTO DESARROLLO CURRICULAR

GUÍA DE APRENDIZAJE

1. IDENTIFICACIÓN DE LA GUIA DE APRENDIZAJE

 Denominación del Programa de Formación: Todos los programas tecnológicos del Centro de
Servicios Financieros
 Código del Programa de Formación: Todos los códigos de Programas de formación tecnológica del
Centro de Servicios Financieros
 Nombre del Proyecto: Todos los proyectos de Programas de formación tecnológica del Centro de
Servicios Financieros
 Fase del Proyecto: Todas las fases de proyectos de Programas de formación tecnológica del
Centro de Servicios Financieros
 Actividad de Proyecto: Todas las actividades de los proyectos de Programas de formación
tecnológica del Centro de Servicios Financieros
 Competencia: inglés II: Producir textos en inglés en forma escrita y oral.
 Resultados de Aprendizaje Alcanzar: 24020150203- Reproducir en inglés frases o enunciados
simples que permitan expresar de forma lenta ideas o conceptos.
 Duración de la Guía: 20 horas (15hrs de formación directa y 5 de trabajo autónomo)

COMPETENCY II
UNIT 1: CUSTOMER SERVICE
2. PRESENTACIÓN

 The instructor encourages apprentices to work and participate in the lesson’s development to
strengthen skills and abilities.
 This learning guide attempts to help you improve your basic interaction with your company’s
customers offering products and services, asking and giving information on phone calls, taking and
solving customer complaints.
 You will learn about customer service and how to interact with others at your workplace.
 This is a great opportunity to interact in English using basic vocabulary.
 You will find contextualized materials and vocabulary that might help you in your professional
development.
 This learning guide contains activities that will lead you to analyze, propose, implement, use, and
grab communication tools based on specific language features, related to your training
program/field.
 To reinforce your knowledge and the use of the language, it is necessary to complete all the tasks
assigned, as developing the autonomous work to complement the learning process at home,
based on the instructor’s guidance.
 You will have the opportunity to interact with your classmates in English, in a natural and
comfortable way.

GFPI-F-019 V3
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Procedimiento de Desarrollo Curricular
GUÍA DE APRENDIZAJE

3. FORMULACIÓN DE LAS ACTIVIDADES DE APRENDIZAJE

This section contains all the features related to the development of the English training sessions based on
different financial contexts. There are two workshops with their corresponding before, during and after
the lesson activities. Pay close attention to the instructions and follow up all the activities proposed.

 Description of the activities

The description of the activities is a tool in which the learning process goes through a smooth transition in
a natural and effective way, so apprentices can understand, do and truly comprehend the context,
vocabulary, language function, and how to incorporate the new knowledge to their background
knowledge.

Actividades de reflexión inicial: WARM UP AND PREVIEW

Lead the development of these activities (conversations/discussion) at the beginning of every session,
based on the topic for the day. Encourage apprentices to use the language to communicate.

- Start your lesson talking about a famous company all apprentices may know.
- Ask apprentices questions about this company, using the vocabulary and expressions they know in
English. This is to activate and get to know apprentices’ background knowledge in English.
- Discuss about what services and products are. You can make a brainstorm of ideas to focus
apprentices on the topic.
- Ask apprentices to give examples of services and products from the financial services field.

INTRODUCTION
- Talk about the topic and explain what the apprentices will be able to do after they complete the
activities proposed (for each topic in every 3 hour session)

VOCABULARY
- Discuss the vocabulary and give some examples, help apprentices practice in groups and
individually the vocabulary for each topic (for each topic in every 3 hour session).

GRAMMAR PRESENTATION
Introduce, explain, practice, and clarify concepts of the topics proposed. Take the time needed in every
lesson/ session to fully present the topics and give apprentices additional activities to do as autonomous
work to reinforce their learning process.

Present the topic. Use additional material to present, explain, practice, and personalize structures

- PRESENT PERFECT (3 hour session)

- CONNECTORS I (3 hour session)
- CONNECTORS II (3 hour session)
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Procedimiento de Desarrollo Curricular
GUÍA DE APRENDIZAJE

Use as a reference for connectors and linkers, the contents at:

https://sites.google.com/site/maycaingles2011/writing/linkers-and-connectors

Actividades de apropiación: SKILLS PRACTICE – WORKSHOP 3

DESCRIBING PRODUCTS AND SERVICES

Explain apprentices the objective for the workshop.
Objective from the development of these activities, you will be able to offer customers your company’s
services and products.

For starting the development of the workshop, take into account the leading questions related to the
topic. In this case,

- What do you think it is a product?

- What do you think it is a service?
- Describe companies you know that offer products and/or services.

Give apprentices the time to discuss and share their answers. Always help them build conclusions on the
topic, getting information from their background knowledge.

LISTENING PRACTICE: Video about product or service description

Download the video and prepare the vocabulary, activities and materials required for the practice.
Before the video: ask the leading questions for them to discuss

Before watching the video, have apprentices to look for the definition of the vocabulary and write some
examples. This can be assigned as homework, so they work independently and bring the vocabulary
activity prepared for the session.

During the listening, play the video and tell apprentices to identify the main idea of the video and identify
some vocabulary they might know. Ask and share.
After the listening: play the video a second time and tell them to answer / complete the statements

- Which are the three basic questions you need to ask yourself to describe your product or service?
- What is it important to have to make your product or service exclusive?
- What makes the mousetrap an exclusive product?

Have apprentices explain the concepts for product or service description:

- Manufacturing details:
- Development cycle:
- Development goals:
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Procedimiento de Desarrollo Curricular
GUÍA DE APRENDIZAJE

Help apprentices identify the answers and share with the whole group. Emphasize the use and
pronunciation of the vocabulary.

SPEAKING PRACTICE: oral presentation to describe a product or service

Encourage apprentices to prepare an oral presentation about a product or service description their model
company may offer to its customers. Always provide them with examples so they follow the instructions.
Consider:
- What makes the product unique, exclusive, its functions, solutions, benefits?
- Tell why this product is a great solution for your customers’ needs.
- Share your presentation in class.

READING PRACTICE: Read the text and then, complete the exercises below.
Before reading, have apprentices to identify vocabulary they understand.

Have apprentices look for the definition of the vocabulary (underlined words). Have them find the
definition and a synonym for each one of them, write them down and use them to refer to their
workplace. This can be assigned as homework, so they work independently and bring the vocabulary
activity prepared for the session.

During the reading help apprentices to identify vocabulary and English structures i.e. Verb ToBe/Present
Simple, etc. Do not use translation as a mean of comprehension, DO NOT USE Google Translator. Help
them by using the vocabulary and their previous knowledge to understand the text. For that, you need to
review and prepare the material, topic before coming to class. Answer any questions or clarify any doubts
apprentices may have about the topic/content/vocabulary, etc.

Help apprentices identify, pronounce, and clarify meaning and uses of the vocabulary given in the
workshop for this section.

After the reading, ask:

- General questions about the text. The answers must be implicit in the text.
- Specific comprehension questions.

Based on the principle 7, have apprentices to write down at least 3 questions to identify your customer’s
needs to offer their company’s products or services
- Give them examples and help them use proper English structures required.
- Share with the group

WRITING PRACTICE: have apprentices to make a brochure of their model company services
Make them work in groups (3-4 per group) and take their model company to design a brochure describing
its services and products, taking into account: Description of the product/service, benefits, aftercare
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GUÍA DE APRENDIZAJE

service, availability, etc. Give them an example to follow. It can be assigned as homework. Have them
share it with the rest of the class and discuss as if they were customers/companies.

Actividades de transferencia del conocimiento. HOMEWORK AND EXTENSION ACTIVITIES

Explain apprentices that the extension activities will help them improve their performance in the topics.
Also tell them that part of the training is autonomous learning so that, they need to reach at least five
hours of practice on their own.

- Have apprentices to watch more videos and learn more vocabulary about the workplace
communication; visit the channel 925English at YouTube.
- Tell them to read more tips about products and services at
https://www.bmmagazine.co.uk/opinion/ten-tips-sell-product-service/
- Invite them to get more information about call center tips at:
https://www.youtube.com/watch?v=SKkDBKaP-hs
- Have apprentices practice and personalize the use of the vocabulary and structures of English. Using
present perfect. Use the referred links and websites. Assign them some activities for grammar practice.
Tell them to do at least 2 activities from each topic studied and have them to deliver it to you
http://www.esl-lounge.com/student/grammar-guides/grammar-pre-intermediate.php

 Learning Environment: Classroom with all the facilities and materials required. Environment with
a 30-apprentice capacity.
 Materials and resources: Tv set, video/audio projection, board, pc/laptop and internet access.
Additional to these resources, printed material can be used for the development of the lesson.
 SERVICIO NACIONAL DE APRENDIZAJE SENA
Procedimiento de Desarrollo Curricular
GUÍA DE APRENDIZAJE

Actividades de apropiación: SKILLS PRACTICE – WORKSHOP 4

INTERACTION WITH CLIENTS

(TAKING PHONE CALLS/COMPLAINTS/TAKING MESSAGES/REQUESTING AND GIVING DETAILED
INFORMATION)

Explain apprentices the objective for the workshop.

Objective: from the development of these activities you will be able to interact with customers, asking
and giving detailed information while taking phone calls.

For starting the development of the workshop, take into account the leading questions related to the
topic. In this case,

- Have you ever worked in customer service? If so, describe this experience. Ask your partners
about their experience.
- Give a couple of examples related to customer complaints.
- How do you think you could help a customer who is complaining about a delay in a product’s
delivery?

Give apprentices the time to discuss and share their answers. Always help them build conclusions on the
topic, getting information from their background knowledge.

LISTENING PRACTICE: listening of a customer´s complaint about services

Before watching video 1, have apprentices look for the definition of the vocabulary given. Have them find
the definition and a synonym for each one of them, write them down. This can be assigned as homework,
so they work independently and bring the vocabulary activity prepared for the session.

Help apprentices identify, pronounce, and clarify meaning and uses of the vocabulary given in the
workshop for this section.

Ask questions about usual complaints customers have. Give examples of some
companies/industries/banks

Play the video and have apprentices identify vocabulary. Help apprentices identify the main idea of the
video. Help them identify why the customers are complaining and describe each case. Have them to write
down the description of each case. Ask some comprehension questions and share the answers

Before watching video 2, have apprentices give some ideas on how to deal with customer complaints.
Give some examples.

Play de video twice and tell apprentices to identify main ideas. Help them answer the following questions:

- what is the definition they give for customer service?

- what kind of companies or businesses do you use customer service?
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GUÍA DE APRENDIZAJE

- mention at least 2 problems that might bring customer complaints

- what is the word LAST to mean?
- Identify the principals, vocabulary and expressions for each one of the words related to the LAST
approach.

Have apprentices to write down the answers and share with the class. Ask further comprehension
questions.

SPEAKING PRACTICE: roleplay to simulate interaction regarding customer service.

Tell apprentices they will simulate a conversation between a company employee and a customer. Help
them create the roleplay giving them some examples for asking for and giving detailed information. Take
into account: ask detailed questions (specific questions), offer solutions to your customer (solution
alternatives).

For this section, have apprentices use linkers/connectors for their discourse.

Have apprentices perform the roleplay in class. Give feedback (pronunciation, grammar and vocabulary
use).

READING PRACTICE: oral presentations (work in groups)

Set groups (3 apprentices) and assign topics (bullets) from the reading about expressions on how to
interact with a customer (taking phone calls and messages) and picking up detailed information. Tell them
to do the reading at home and prepare oral presentations, using some visual aids (power point
presentation or posters), explain the vocabulary and give some examples to fully comprehend both, how
to take phone calls and how to take messages. Share in class.

WRITING PRACTICE: instruction bullets text for their model company about "how to offer solutions to
customer complaints"

Have apprentices to choose between a phone call, a letter or a customer complaint at the office. Give
them examples about the bullets and text composition. Have them deliver the document to you.
Emphasize:

- what the problem is and what department it belongs to

- giving specific information related to what actions need to be implemented, giving a coherent
transition.
- add at least 5 tips to improve performance

Actividades de transferencia del conocimiento. HOMEWORK AND EXTENSION ACTIVITIES

Explain apprentices that the extension activities will help them improve their performance in the topics.
Also tell them that part of the training is autonomous learning so that, they need to reach at least five
hours of practice on their own.
Resume some of the information from the videos and texts as a complement for the topic in class.
 SERVICIO NACIONAL DE APRENDIZAJE SENA
Procedimiento de Desarrollo Curricular
GUÍA DE APRENDIZAJE

- Tell them to improve their conversation skills (keeping small talks) at:
https://www.youtube.com/watch?v=glBGzRw1rWw
- Ask them to deepen on how to deal with customers in 4 steps at:
https://www.youtube.com/watch?v=ZHaCMZLjCxE
- Invite them to know more on how to speak to customers: https://www.wikihow.com/Answer-the-
Phone-at-Work
- Have apprentices practice and personalize the use of the vocabulary and structures of English. Using
linkers and connectors. Use the referred links and websites. Assign them some activities for grammar
practice. Tell them to do at least 2 activities from each topic studied and have them to deliver it to you
http://www.esl-lounge.com/student/grammar-guides/grammar-pre-intermediate.php
- Tell them to visit the following website to expand their knowledge on the use of connectors for their
written compositions https://sites.google.com/site/maycaingles2011/writing/linkers-and-connectors

 Learning Environment: Classroom with all the facilities and materials required. Environment with
a 30-apprentice capacity.
 Materials and resources: Tv set, video/audio projection, board, pc/laptop and internet access.
Additional to these resources, printed material can be used for the development of the lesson.

4. ACTIVIDADES DE EVALUACIÓN

Evidencias de Criterios de Evaluación Técnicas e Instrumentos

Aprendizaje de Evaluación

Evidencias de Proper use expressions in English. Oral and written

Conocimiento : evaluation
Use of the language to talk about interaction with
Evidencias de customers. Workshop activities
Desempeño:
Correct use of the vocabulary and English structures to Extension activities
Evidencias de
write down a bullets text to deal with customer
Producto:
complaints

5. GLOSARIO DE TÉRMINOS

TOPIC 1

Product, Service, Description, Market, Functionality, Different , Unique, Exclusive, Patent, Trademark,
Competitors, patent-pending, Stock, Benefits, Solutions, Need state, Consumer, End/ultimate consumer,
Manufacturing details, Development cycle, Development goals, Sale, Specifications, Pricing structure,
Margin Analysis.

TOPIC 2
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Procedimiento de Desarrollo Curricular
GUÍA DE APRENDIZAJE

Deal-with/ store/ ship/fix/ sales manager/ package/delay/ deliver/ customer support/ loyal/ warehouse/
sales receipt/ item/ order/ dispatch-sent

6. REFERENTES BIBLIOGRÁFICOS

Materials taken and/or adapted from different websites and Youtube channels with specific academic
purposes.

https://www.youtube.com/watch?v=JHrxP-mTJt4
https://www.bmmagazine.co.uk/opinion/ten-tips-sell-product-service/
https://www.bmmagazine.co.uk/opinion/ten-tips-sell-product-service/
https://www.youtube.com/watch?v=SKkDBKaP-hs
http://www.esl-lounge.com/student/grammar-guides/grammar-pre-intermediate.php
https://www.youtube.com/watch?v=dnpMqQnt8WY
https://www.youtube.com/watch?v=WftgJjk_ggA
https://www.youtube.com/watch?v=dnpMqQnt8WY
https://www.thebalancesmb.com/time-management-tips-for-inbound-phone-calls
https://www.youtube.com/watch?v=glBGzRw1rWw
https://www.youtube.com/watch?v=ZHaCMZLjCxE
https://www.wikihow.com/Answer-the-Phone-at-Work
https://sites.google.com/site/maycaingles2011/writing/linkers-and-connectors

7. CONTROL DEL DOCUMENTO

Nombre Cargo Dependencia Fecha

Autor (es) Yelitza Yaniver Parra Profesional Bilingüismo Febrero 04 de 2019

Guerrero G08

8. CONTROL DE CAMBIOS (diligenciar únicamente si realiza ajustes a la guía)

Nombre Cargo Dependencia Fecha Razón del Cambio

Autor (es)