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Workshop 1 de inglés, Ejercicios de Idioma Inglés

Servicio Nacional de Aprendizaje (SENA)Idioma Inglés

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Tipo: Ejercicios

2021/2022

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English Learning Guide
Competency 1
Unit 1: Customer Service
Workshop 1
Centro de Servicios Financieros- CSF
Name: FRANCY YOHANA CHUNZA MESA
Cohort:
1827900-1
Date: NOVEMBER
06th 2019
Training program: ACCOUNTING AND FINANCE
Instructor:
YOLANDA
MORENO
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?
Respuesta: It refers to the information that can be used to identify, contact or locate a specific person
Se referee a la information que puede usarse para identificar, contactar o localizar a una persona
- What data corresponds to personal information?
Respuesta: the data are name, surname, address, telephone, email, date of birth, age, nationality,
sex etc.
Los datos son nombre, apellido, dirección, teléfono, correo electrónico, fecha de nacimiento, edad, nacionalidad,
sexo, etc.
- How can you ask a person about their personal information?
Respuesta: You ca ask through an interview, face to face and by email
Se puede preguntar por medio de una entrevista, cara a cara y por correo electrónico.
- 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
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Competency 1 Unit 1: Customer Service Workshop 1 Centro de Servicios Financieros- CSF Name: FRANCY YOHANA CHUNZA MESA Cohort: 1827900 - 1 Date: NOVEMBER 06 th^2019 Training program: ACCOUNTING AND FINANCE Instructor: YOLANDA MORENO

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? Respuesta: It refers to the information that can be used to identify, contact or locate a specific person Se referee a la information que puede usarse para identificar, contactar o localizar a una persona
  • What data corresponds to personal information? Respuesta: the data are name, surname, address, telephone, email, date of birth, age, nationality, sex etc. Los datos son nombre, apellido, dirección, teléfono, correo electrónico, fecha de nacimiento, edad, nacionalidad, sexo, etc.
  • How can you ask a person about their personal information? Respuesta: You ca ask through an interview, face to face and by email Se puede preguntar por medio de una entrevista, cara a cara y por correo electrónico.
  • Share your answers with the rest of the class and practice asking and answering personal information questions.
  1. 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

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

  • 3. Skills practice: Do the following activities to practice the learnt vocabulary and English structures.

3.1. Speaking practice

GC-F - 005 V. 01 1 Image taken from internet as an example. https://www.canva.com 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. 3.2. Listening practice Before watching the video, discuss:

  • What is communication?
  • How do we use communication at work? Give some examples. Watch the video, make notes, and answer or complete the following statements: - What is communication? Respuesta: Communication is the process of information exchange between two or more people La Comunicación es el proceso de intercambio de información entre dos o más personas Verbal communication Body communication written communication _____________________________, _______________________________, __________________
  • What does influence how people imagine you? I imagine myself judious, quiet me imagina juiciosa y callada
  • Who can you communicate with in a casual or informal way?
    • Mention 3 ways of communication

Competency 1 Unit 1: Customer Service Workshop 1 Centro de Servicios Financieros- CSF Written communication (^) It is the one that is done through written codes. Unlike oral communication, written communication can last in time. This causes interaction with the receiver not to occur immediately. non-verbal communication (^) This is when messages are transmitted using non-linguistic signs. This is the oldest type of communication, as it was the way people communicated when language did not exist. eye contact (^) Eye contact is the situation where two individuals look into each other’s eyes at the same time. It is a form of non-verbal communication that has a great impact on social behavior. The continuity and interpretation of eye contact varies between cultures. Workplace (^) A job is that space in which an individual carries out his work activity, also known as a station or workplace.

  1. Employees (^) Person working for a salary in a public or private company. It should be distinguished from worker, since this is a broader term that includes those who work and are not dependent on an employer.
  2. Duties (^) Duty is a responsibility established prior to its fulfillment, Duties relate to attitudes expected of all human beings, regardless of their origin, ethnicity or living conditions, to ensure community forms with equal rights for all humanity.
  3. Hierarchical (^) The hierarchy is a structure that is established according to its criterion of subordination between people, animals, values and dignities. Such criterion can be superiority, inferiority, precedence, later, etc; that is, any categorical quality of gradation agent that characterizes its interdependence
  4. Command (^) A small group of shock forces specializing in incursions into enemy territory is called a command. The concept is also used with reference to soldiers who make up this type of force.
  5. Network (^) A communications network is a set of technical means that allow remote communication between autonomous equipment. Normally it is a matter of transmitting data, audio and video via electromagnetic waves through various media (air, vacuum, copper cable, fibre optic, etc.).
  6. Requests Where the communication indicates an intention to take up a job, it may be referred to as a letter of application for employment. The subject thus applies for a job opportunity, expressing to a company his intention to work there.
  7. Bottom-up (^) Bottom-up development or bottom-up development arises in contrast to the mainstream established in the top-up development paradigm below in which policies are designed by technicians and bureaucrats in ministerial offices, based on theoretical statements and secondary information.
  8. Top-down Communication between them is vertical, as different levels are communicating. Once vertical communication refers to different levels, there are two flows within that communication: Vertical

Competency 1 Unit 1: Customer Service Workshop 1 Centro de Servicios Financieros- CSF Ascending: it happens from the bottom up, when a collaborator communicates with his/her manager/ leader

  1. Strand chain (^) Communication takes place between the people who are closest, usually through the different hierarchical levels, that is, from the boss in the middle and from this to the worker and vice versa.
  2. Cluster chain scientific racism is the use of pseudo-scientific or apparently scientific techniques and hypotheses to support or justify the belief in racism, racial inferiority, racialism or racial superiority.1 2 3 4 Alternatively, is the practice of classifying 5 individuals of different phenotypes in different breeds.
  3. Secrecy (^) A secret is the practice of sharing information between a group of people, in which information is hidden from people who are not in the group. Secrecy is often a source of controversy. Many people claim, at least in some situations, that it is better to make public a given information
  4. Time-consuming (^) onsumption is the action and effect of consuming or spending, whether products, goods or services, such as energy, meaning consumption, as the use of these products and services to meet primary and secondary needs. Mass consumption has given rise to consumerism and the so-called consumer society
  5. Reliable (^) l reliable adjective is used to qualify that or that which provides security, guarantees or is reliable. It may be a person, an object, a procedure, etc.
  6. Supporting (^) "poyo" is a term to be supported. This verb refers to making something rest on something else; to founding or basing; to confirming or sustaining some opinion or doctrine; or to favoring and sponsoring something.
  7. available (^) It is said especially of a thing that can be freely disposed of or that is ready to use or use. It is said that a member of the military or an official in active service is not assigned or is assigned immediately. It refers to a person who is free from hindrance, difficulty, and inconvenience to render any service to anyone.

Difference Between Formal and Informal Communication

Competency 1 Unit 1: Customer Service Workshop 1 Centro de Servicios Financieros- CSF other about their professional life, personal life, and other matter. Some examples are: Sharing of feelings, casual discussion, gossips, etc. There are four types of informal communication:

  • Single Strand Chain: The communication in which one person tells something to another, who again says something to some other person and the process goes on.
  • Cluster Chain: The communication in which one person tells something to some of its most trusted people, and then they tells them to their trustworthy friends and the communication continues.
  • Probability Chain: The communication happens when a person randomly chooses some persons to pass on the information which is of little interest but not important.
  • Gossip Chain: The communication starts when a person tells something to a group of people, and then they pass on the information to some more people and in this way the information is passed on to everyone. Key Differences
  1. Formal communication is also known by the name of official communication. Informal Communication is also known by the name of grapevine.
  2. In formal communication, the information must follow a chain of command. Conversely, the informal communication moves freely in any direction.
  3. In formal communication, full secrecy is maintained, but in the case of informal communication maintenance of secrecy is a very tough task.
  4. Formal communication is written, whereas Informal communication is oral.
  5. Formal communication is time-consuming as opposed to Informal communication, which is rapid and quick.
  6. Formal communication is more reliable than Informal communication.
  7. Formal communication is designed by the organization. Informal communication starts itself due to the urge of ‘human to talk’.
  8. In formal communication, the documentary evidence is always available. Informal communication supporting documents are not available. According to the text:
  • Answer your instructor´s comprehension questions and share your answers.
  • Establish a comparison chart between formal and informal communication. Work in pairs

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

  • Make a graphic illustration of the 4 types of in/formal communication. Use mind maps models and share it with the rest of the class. Work in pairs

MENTAL MAP

FORMAL COMMUNICATION INFORMAL

COMMUNICATION

Formal communication defines how each member of the organization is to behave; it confirms the type of relationship that the members of the organization have to maintain with each other. Formal communication in the organization allows for decision-making. To ensure decision-making, the organization forms structures that facilitate the transmission of information. Transmit information useful for decision making. Transmit information accurately. Transmit information quickly. Transmit information without errors.

  • It is generated in informal organization (based on spontaneous relationships of affective nature).
  • It arises due to the permanence in a common place, to the equality of hierarchical or prestigious positions, or for common interests or hobbies. l Positive for the solution of certain problems, and can be negative as far as uncontrolled by the hierarchy or rumors.
  • It circulates rapidly through informal channels. Informal verbal communication (unplanned exchanges) and non-verbal communication are distinguished. 166 The rumor is based on vague, unidentified information

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

3.4. 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. 3 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! 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 hello, my name is Francy Chunza legal representative of the sport life company next to me is Valentina Camargo and Laura Collazos partners of the company, basically the company is in charge of marketing sportswear for women, and motivating women in sport to have a healthy life. he company consists of 1 accountant 5 workers in production 5 administrators, 1 tax reviewer, 1 lawyer

Competency 1 Unit 1: Customer Service Workshop 1 Centro de Servicios Financieros- CSF 3 Image taken from internet as an example. https://mx.depositphotos.com/127312238/stock-illustrationset-of-business-people-office.html