PROCESO DE GESTIÓN DE FORMACIÓN PROFESIONAL INTEGRAL

FORMATO GUÍA DE APRENDIZAJE

GUIA DE APRENDIZAJE N° 1 Customer Service

 Denominación del Programa de Formación: Todos los programas técnicos del Centro de
Servicios Financieros
 Código del Programa de Formación: Todos los códigos de Programas de formación técnica del
Centro de Servicios Financieros
 Nombre del Proyecto: Todos los proyectos de Programas de formación técnica del Centro
de Servicios Financieros
 Fase del Proyecto: Todas las fases de proyectos de Programas de formación técnica del Centro
de Servicios Financieros
 Actividad de Proyecto: Todas las actividades de los proyectos de Programas de formación técnica
del Centro de Servicios Financieros
 Competencia:
-Inglés I: Comprender textos en inglés de forma oral y escrita.
 Resultados de Aprendizaje Alcanzar: 24020150103- Leer textos muy breves y sencillos en inglés
general y técnico.
 Duración de la Guía: 20 horas (15hrs de formación directa y 5 de trabajo autónomo)

2. PRESENTACIÓN

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.

3. FORMULACIÓN DE LAS ACTIVIDADES DE APRENDIZAJE

GFPI-F-135 V01
WARM UP ACTIVITY

1. Work in groups and discuss the following questions:

What do you understand for personal information? Specific data of a person

What data corresponds to personal information? Name, age, nationality, occupation

How can you ask a person about their personal information? With ask of wh….
What is your name?
How old are you?
What do you like doing?

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: Name of the company

Full name

Position in the company

Contact information

LISTENING PRACTICE

1. Before watching the video, discuss:

What is communication? in which human beings transmit messages to each other

How do we use communication at work? Give some examples. Communication at

work serves to inform others about a labor issue and we can communicate through
emails, social networks and orally

2. Find the meaning of the following words:

Effective / understanding/ body language/ facial expressions/ misunderstand/ boss/ assign/ blame/ anger/
stage/ angry/ offensive/ thought/ mind/ productive

Word Type of Word Definition

Effective: adj eficaz

Understanding: adj comprensivo
Body language: sustantivo lenguaje corporal
Facial expressions: adj expresion facial
Misunderstand: verbo malinterpretar
Boss sustantivo jefe/a
Assign verbo asignar
Blame verbo + preposicion culpar
Anger sustantivo indignación
Stage sustantivo etapa
Angry adj enojado
Offensive adj ofensivo
Thought sustantivo idea
Mind sustantivo mente
Productive adj productivo/a

3. Watch the video and complete the following

statements: https://www.youtube.com/watch?v=I6IAhXM-

vps

 All of us use words and languaje to interact at work.

 Effective communication consists of three parts: listening , understanding And responding .
 Listening means you hear the words people say to you.
 While listening you need to take into account the speaker’s body languaje and
Facial expessions
 The main problem when communicating with others is that we misunderstand what others say and
We respond incorrectly as well.

4. You could see an example of miscommunication at work in the video. Think about another example and
create a comic strip to illustrate it:
READING PRACTICE

1. Before Reading the text, discuss the following questions:

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

 What problems can incorrect workplace communication cause?

2. Identify the key words from the text. Look for their definition, pronunciation in English.

WORD DEFINITION/ EXAMPLE

Rule norma, regla sustantivo

 Register Inscribirse verbo

Workplace Lugar de trabajo locución nominal o sustantivo

Employment Empleo Sustantivo

skill Habilidad, talento Sustantivo

subordinate subalterno, subalterna sustantivo adjetivo

Superior Superior adjetivo

stranger desconocido, desconocida Sustantivo

Relationship Parentesco relación Sustantivo

Learner Principiante Sustantivo

WORKPLACE COMMUNICATION SKILLS FOR ESL LEARNERS1

At your workplace or at any other situation when communicating there are unwritten rules that are
followed when speaking English. These unwritten rules are often referred to as "register use" or workplace
communication skills when referring to employment. Good workplace communication skills use can help
you communicate effectively. Incorrect workplace communication can cause problems at work, cause
people to ignore you, or, at best, send the wrong message. Of course, correct workplace communication is
very difficult for many learners of English. To begin with, let's look at some example conversations to help
understand the correct type of register use in various situations.

Examples of Correct Register Use

Wife to Husband: Friend to Friend

Hi honey, how was your day? Hi Charlie, can you give me a hand?

Great. We got a lot done. And yours? Sure Peter. What's up?

Fine, but stressful. Pass me that magazine, I can't get this to work.
please.
Why don't you try to use a screwdriver?
Here you go.
Subordinate to Superior - for workplace That's a good idea Ms Amons, would 4 o'clock
communications suit you?

Good Morning, Mr. Jones, may I ask you a Man Speaking to Stranger
question?
Pardon me. Do you think you could give me the
Certainly, how can I help you? time?

Certainly, it's twelve thirty.

Superior to Subordinate - for workplace Thank you.

communications
Not at all.
Excuse me Peter, we seem to be having a
problem with the Smith account. We'd better get
together to discuss the situation.

Notice how the language used becomes more formal as the relationship becomes less personal. In the first
relationship, a married couple, the wife uses the imperative form which would be inappropriate with a
superior in for workplace communications. In the last conversation, the man asks using an indirect question
as a means of making his question more polite.

Examples of Incorrect Register Use

(Wife to Husband) (Subordinate to Superior - for workplace

communications)
Hello, how are you today?
Good Morning, Frank. I need a raise.
I'm fine. Would you mind passing me the bread?
Do you really? Well, forget about it!
Certainly. Would you like some butter with your
bread? (Superior to Subordinate - for workplace
communications)
Yes, please. Thank you very much.
Hey Jack, what are you doing?! Get to work!
(Friend to Friend)
Hey, I'll take as much time as I need.
Hello Mr. Jones. May I ask you a question?
(Man Speaking to Stranger)
Certainly. How many I help you?
You! Tell me where the supermarket is.
Do you think you could help me with this?

In these examples, the formal language used for the married couple and friends is much too exaggerated

for daily discourse. The examples of workplace communications, and of the man speaking to a stranger,
show that the direct language often used with friends or family is too impolite for these types of for
workplace communication.

Of course, correct workplace communication and register use also depends on the situation and the tone of
voice you use. However, in order to communicate well in English, it is important to master the basics of
correct for workplace communications and register use.

1. Answer true or false to the following statements:

 There are written rules to communicate with people. true

 Good communication skills can help you to communicate effectively at work true
 Learning communication skills is very easy for English learners
 The language used is usually less formal when the relationship is less personal false
 The register depends on the situation and your tone of voice

2. According to the text, choose the appropriate relationship for these phrases from the choices listed
below:

Colleagues 6. 8.

Staff to Management 4. 9.

Management to Staff 1. 3.

Inappropriate for the work 5. 7.

place

1. I'm afraid we're having some problems with your performance. I would like to see you in my office
this afternoon.
2. What did you do last weekend
3. Hey, get over here now!
 4. Excuse me, do you think it would be possible for me to go home early this afternoon? I have a
doctor's appointmentWell, we went to this wonderful restaurant in Yelm. The food was excellent
and the prices were reasonable.
5. Listen, I'm going home early, so I can't finish the project until tomorrow.
6. Excuse me Bob, would you mind lending me $10 for lunch. I'm short today.
7. Give me five bucks for lunch. I forgot to go to the bank.
8. You are an extremely handsome young man, I'm sure you'll do well at our company.
9. Excuse me Ms Brown, could you help me with this report for a moment?

WRITING PRACTICE

Let’s suppose that you are part of a design team. Write a short paragraph, saying who the members of
your team are. Use the following text as a model.
2
Hello, My name is Kevin Galindo. I am a graphic designer
at Draw your Dreams Corporation. These are the
members of my team. On my right, Blanca and Jeisson,
they are the copywriters for the new products on the
production department. On my left, you can see Rosa,
Julian, and Miriam. They are the sales representatives of
the company.

And I am the one in the middle of the picture. We are a

great team with lots of ideas for our customers!

Now, try your own text. Use a picture to have more ideas!

SPEAKING PRACTICE
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2
Image taken from internet as an example. https://mx.depositphotos.com/127312238/stock-illustration-set-of-
business-people-office.html
 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.

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.

For further information, listening practice, pronunciation, and more about this, check the link below to a
YouTube video: https://www.youtube.com/watch?v=egtyq2ccCIA

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

INTERACTING AT THE WORKPLACE

(PRODUCTS AND SERVICES/STAFF/RESOURCES)

WARM UP ACTIVITY

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?
- What services/facilities/products can you highlight from this company?
- Share the information with the rest of the class.

Netflix is available in over 190 countries around the world. Netflix is located in los gatos, california, estados unidos,
its sede is headquarters.
Netflix is a global streaming entertainment service offering movies, TV series and we can watch content on-demand
and on any screen we want.
No matter which country you watch from, your TV shows will have the same screen quality that makes Netflix so
popular.

LISTENING PRACTICE

1. Before listening, identify the following vocabulary (look up the meaning of the words and write some
examples).
Company Merchandise Advertising
Manufacture Design Campaigns
Develop Sell Major/Players
Industry Represent Rated
Field Distribute Serve
Produce Reputation Small/Medium-Sized
OEM Awards Retailer
Market Distinctions Equipment
Branded Known for
GFPI-F-135 V01
 2. Listen and read the audio script3 at https://www.youtube.com/watch?v=eotKoAJxu-A

Then answer the following questions:

- Mention three things you can mention about a company:

, ,

- Give 5 examples of what OEM industry can produce

- Write down one example of reputation of your model company. Use the expression “FAMOUS FOR ….”

READING PRACTICE

Before reading the text, discuss the following questions?

 What do you think it is the most difficult fact to deal with at work?
 Can you tell a nice or bad experience you had with a person from work?

Read the text and then complete the proposed activities.

HOW TO BEHAVE AT WORK4

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
GFPI-F-135 V01

3
Taken from: https://www.youtube.com/watch?v=eotKoAJxu-A. Used by SENA for pedagogical purposes, exclusively.
4
Adapted From: https://www.wikihow.com/Behave-at-Work Used by SENA for pedagogical purposes, exclusively.
 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.

Answer the following questions:

- What is the text about? The idea of the text is about TIPS for first day of work
- Give some ideas to overview the information given in the text.
1. Something information given in the texto is about
2. Too talk about
3. Even te

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.
 SKILL meaning: the ability to do something that comes from training, experience, or practice,
skill synonym: ability
 Ability: the potential or capacity to do something, synonym: capability
 Show up: to come; arrive; make an appearance, synonym: arrive
 Shift: refers to a work schedule that is performed in rotations, synonym: duty period
 excel: to be extremely good at something, synonym: outstanding
 right away: without delay or hesitation, synonym: immediately
 Hire (noun): someone who has been employed for a job, synonym: employee
 mess up: to make a mistake; to do something incorrectly,

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

- 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 ( v ).
- You are not allowed to ask questions at work the first day ( f ).
- It is very useful to identify what should happen at work ( v ).

SPEAKING PRACTICE: provide basic information related to your workplace

GFPI-F-135 V01
 1. 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.
2. Prepare an oral presentation of your team- Describe at least three different people from your
workplace.

WRITING PRACTICE dibujar el plano de la compañía modelo qe tengo con mi gaes y lego describirlo dicienco
there is there are y con preposiciones de lgar
Draw a floor plan of your model company, indicating places, facilities, services and write a short paragragh
explaining it to your instructor, include also some behavior codes for the employees. Add more ideas to your
drawing.

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 own5.

- 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 GFPI-F-135 V01

5
All the materials, websites and links used by SENA, are used for academic purposes only.
4. ACTIVIDADES DE EVALUACIÓN

Evidencias de Aprendizaje Criterios de Evaluación Técnicas e Instrumentos de

Evaluación

Evidencias de Conocimiento : Reconoce el vocabulario Lista de chequeo

necesario para presentarse a si
Reading practice: Workplace mismo y a sus compañeros con
communication skills relación al ámbito laboral.

Reading practice: How to behave Establece las diferencias entre

at work comunicación formal e informal
según el contexto laboral.
Evidencias de Desempeño:

Speaking practice Describe a los miembros de una

empresa según su cargo y
Introducing themselves funciones.

Asking and giving information

Identifica reglas sociales con
about your workplace
relación a su lugar de trabajo.

Describe lugares y servicios

Evidencias de Producto: relacionados con su empresa.

Listening Practice: what is

communication?

Writing practice: Describing your

model company

5. GLOSARIO DE

TÉRMINOS TOPIC 1
Customer/ Service/ Interchange, Role, Organization, channels of communication, Verbal communication
Spoken communication, Written communication, non-verbal communication, eye contact, Workplace,
Employees, Duties, Hierarchical, Command, Network, Requests, Reports, Bottom-up, Top-down, Strand,
Chain, Cluster Chain, Gossip Chain, secrecy, time-consuming, reliable, Supporting, Available.

TOPIC 2
Product/ services/(PRODUCTS AND SERVICES/STAFF/RESOURCES) Company, Manufacture, Develop,
G F PI-F-135
Industry, Field, Produce, OEM, Market, Branded, Merchandise, Design, Sell, Represent, Distribut e ,
V01
Reputation, Awards, Distinctions, Known for, Advertising, Campaigns, Major/Players, Rated, Serve,
Small/Medium-Sized, Retailer, Equipment.
6. REFERENTES BIBLIOGRÁFICOS

Materials taken and or adapted from different websites and Youtube channels with specific academic
purposes.
https://www.canva.com
https://keydifferences.com/difference-between-formal-and-informal-communication.html
https://www.youtube.com/watch?v=egtyq2ccCIA
http://www.esl-lounge.com/student/grammar-guides/grammar-beginner.php
https://mx.depositphotos.com/127312238/stock-illustration-set-of-business-people-office.html
https://www.youtube.com/watch?v=eotKoAJxu-A
https://www.wikihow.com/Behave-at-Work
http://www.esl-lounge.com/student/grammar-guides/grammar-beginner.php
https://dictionary.cambridge.org/es/gramatica/gramatica-britanica/functions/telephoning
https://keydifferences.com/difference-between-formal-and-informal-communication.html
https://keydifferences.com/difference-between-formal-and-informal-communication.html

7. CONTROL DEL DOCUMENTO

Nombre Cargo Dependencia Fecha

Autor (es) Yelitza Yaniver Parra Profesional Bilinguismo Febrero 4 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)

GFPI-F-135 V01