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

Name: ANDRES EDUARDO ROMERO MARTINEZ

Cohort: 1797161

Training program: GESTION BANCARIA Y DE ENTIDADES FINANCIERAS

Instructor: JULIETA MUÑOZ

Date: 05/8/2019

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? What data corresponds to personal information? How can you ask a person about their personal information? 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 1

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

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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?

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

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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? -

Mention 3 ways of communication _____________________________, _______________________________, __________________

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What does influence how people imagine you?

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Who can you communicate with in a casual or informal way? _____________________________, _____________________________, ____________________

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Texting Abbreviation, Emoji, and being silly is fine to communicate with _____________________, ______________________.

3.3. Reading practice Before Reading the text, discuss the following questions: - Do you think it is necessary to have a communication code at work? Give examples. - What can you say about formal and informal communication? Describe.

VOCABULARY Identify the key words from the text. Look for their definition, pronunciation in English. WORD / EXPRESSION Interchange Role

DEFINITION

UK a junction at which smaller roads meet a main road

the position or purpose that someone or something has in a situation, organization, society, or relationship: What is his role in this project?

Organization

a group of people who work together in an organized way for a shared purpose: the World Health Organization The article was about the international aid organizations.

channels of communication

COMMUNICATIONS a system or method that is used for communicating with other people: The most common channels of communication used by online businesses are email, newsletters, and live chat.

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

Union leaders hoped the meeting would open up a channel of communication between staff and management. In this type of dispute, it is important to keep the channels of communication open. Verbal communication Spoken communication Written communication non-verbal communication eye contact

the situation in which two people look at each other's eyes at the same time: He's very shy and never makes eye contact. If you're telling the truth, why are you avoiding eye contact with me?

Workplace

a building or room where people perform their jobs, or these places generally: The survey asks workers about facilities in their workplace. safety standards in the workplace

Employee

someone who is paid to work for someone else: The number of employees in the company has trebled over the past decade. She's a former state employee/employee of the state.

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

duty

something that you have to do because it is part of your job, or something that you feel is the right thing to do:

The duty of the agency is to act in the best interests of the child. hierarchical

arranged according to people's or things' level of importance, or relating to such a system:

The military has a hierarchical rank structure. It's a very hierarchical organization in which everyone's status is clearly defined. command

an order, especially one given by a soldier:

You will run forward at (= when you hear) my command. When I give the command, fire! He hated being in the army because he had to obey commands. network

a large system consisting of many similar parts that are connected together to allow movement or communication between or along the parts, or between the parts and a control centre:

a television network a road/rail network request

the act of politely or officially asking for something:

They received hundreds of requests for more information. [ + to infinitive ] The boss refused our request to leave work early. The clause was added to the contract at Carlos's request (= because Carlos asked for this).

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

An application form will be sent to you on request (= if you ask). report

to give a description of something or information about it to someone:

We called the insurance company to report the theft. The assassination was reported in all the newspapers. bottom-up

considering the smaller or less important parts or details of a plan, organization, etc. first:

a bottom-up approach to building a successful company top-down

used to refer to a situation in which decisions are made by a few people in authority rather than by the people who are affected by the decisions:

a top-down approach/strategy strand

a thin thread of something, often one of a few, twisted around each other to make a string or rope:

She tucked a loose strand of hair behind her ears. a strand of dental floss cluster

a group of similar things that are close together, sometimes surrounding something:

Have a look at the cluster of galaxies in this photograph. There was a cluster of fans around him, asking for autographs. gossip

disapproving, or not true:

Her letter was full of gossip.

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

I don't like all this idle gossip. I've got some juicy gossip for you. Have you heard the (latest) gossip? secrecy

the state of being secret or of keeping something secret:

The content of her report is shrouded in secrecy (= being kept secret). I'd love to tell you about it, but Martin's sworn me to secrecy (= made me promise not to tell anyone). time-consuming

A time-consuming task takes a lot of time to do:

Producing a dictionary is a very time-consuming job. reliable

Someone or something that is reliable can be trusted or believed because he, she, or it works or behaves well in the way you expect:

Is your watch reliable? reliable information Gideon is very reliable - if he says he'll do something, he'll do it. supporting

not the most important actor or part in a film or play:

She had a small supporting part in the play. available

able to be bought or used:

Is this dress available in a larger size? Our autumn catalogue is now available from our usual stockists.

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

Difference Between Formal and Informal Communication [21]

March 27, 2015 By Surbhi S

Someone said correctly “The very attempt of, not to speak, speaks a lot.” Communication plays a crucial role in our life, as people interchange their ideas, information, feelings, and opinions by communicating. Formal communication passes through predefined channels of communication all over the organization. On the contrary, Informal flows in every direction, i.e. it moves freely in the organization. Communication can be verbal – spoken or written, or non-verbal i.e. using sign language, body movements, facial expressions, gestures, eye contact or even with the tone of voice. In an organization, there are two channels of communication – formal communication and informal communication. People often confuse between these two channels, so here we present this article that explains the difference between formal and informal communication network.

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Text adapted from: https://keydifferences.com/difference-between-formal-and-informalcommunication.html used by SENA for pedagogical purpose, exclusively.

Definition of Formal Communication: communication in which the flow of information is already defined. The communication follows a hierarchical chain of command established by the organization. This type of communication is used exclusively in the workplace, and the employees follow it while performing their duties. Some examples are: Requests, commands, orders, reports etc. There are four types of formal communication: •

Upward or Bottom-up: The information goes from subordinate to superior authority.

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Downward or Top-down: The goes from superior to subordinate. Horizontal or Lateral: The communication between two employees of different departments working at the same level.

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Crosswise or Diagonal: The communication between the employees of two different departments working at different levels.

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

Definition of Informal Communication: Communication does not follow any pre-defined channel for the transmission of information. This type of communication moves freely in all directions, and it is very quick and rapid. This type of communication is very natural as people interact with each 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.

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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.

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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.

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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.

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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

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

FORMAL COMMUNICATION

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INFORMAL COMMUNICATION

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

FORMAL COMMUNICATION

INFORMAL COMMUNICATION

3.4. Writing Practice

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

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.

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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.

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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

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Image taken from internet as an example. https://mx.depositphotos.com/127312238/stock-illustrationset-ofbusiness-people-office.html

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