English Learning Guide
Competency 1
Unit 1: Customer Service
Workshop 1
Centro de Servicios Financieros- CSF
Name: Estiben Andrés Franco Ortiz Cohort: 2397338- Date: 18/04/2022
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Training program: gestión contable y de información financiera Instructor: Oscar
Mauricio cortés
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?
RTA: Personal data is any information relating to an identified or identifiable living natural person. The
different information, which when collected can lead to the identification of a certain person, also
constitutes personal datanshat data.
What data corresponds to personal information?
RTA: full name
Our age
Home
Phone number
Personal email
Academic, work or professional career
Heritage
Social Security number
CURP, among others.
How can you ask a person about their personal information?
RTA: What’s your full name?
What’s your e-mail address?
What’s your telephone number?
Where do you work?
Where do you live?
English Learning Guide
Competency 1
Unit 1: Customer Service
Workshop 1
Centro de Servicios Financieros- CSF
- 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
3. Skills practice: Do the following activities to practice the learnt vocabulary and English structures.
3.1. Speaking practice
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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:
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English Learning Guide
Competency 1
Unit 1: Customer Service
Workshop 1
Centro de Servicios Financieros- CSF
- 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?
RTA: comunication is how we get information to each other
- Mention 3 ways of communication
RTA : email
telephone
whatsapp
letter
face to face meeting
- What does influence how people imagine you?
RTA: imagine myself judious, quiet
- Who can you communicate with in a casual or informal way?
RTA: family
friends
people we trust
other familar people
relatives
- Texting Abbreviation, Emoji, and being silly is fine to communicate with
RTA: with family and friends / friends to give them a laugh
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 DEFINITION
Interchange Exchange is called the action of giving one thing or doing one action
In exchange for another thing or another action.
Role Function that a person performs in a place or in a situation
Organization Made up of a group of people united to coordinate efforts and
achieve certain goals and objectives.
channels of communication It is the means of transmission through which the signals carrying
the information intended to exchange transmitter and receiver
travel. It is also frequently referenced as a data channel.
Verbal communication it is the process by which two or more people interact by sharing
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English Learning Guide
Competency 1
Unit 1: Customer Service
Workshop 1
Centro de Servicios Financieros- CSF
information through the word.
Spoken communication It is the one where spoken word are used or sounds are emitted.
Written communication It is a type of communication that man possesses that allows him to
express himself through a piece of paper and a pen.
non-verbal communication This is when messages are transmitted using non-linguistic signs.
eye contact Is the situation where two individuals look into each other
Other’s eyes at the same time. It is a form of non-verbal.
Workplace are those areas of the workplace in which people must stay or must
access.
Employees Person who works for another or for an institution in exchange for
a salary.
Duties They are obligations that we must develop not only for our own
good but for the good of all.
Hierarchical is a structure that is established according to its criterion of
subordination between people.
Command Situation or state of normality or correct functioning of something,
especially harmony in human relations.
Network A communications network is a set of technical means that allow
Remote.communication between autonomous equipment.
Requests: A report is a report or news. Pretend to convey information
Bottom-up Bottom-up development
Top-down The communication between them is: Promotion happens from the
bottom up, when a collaborator Communicate with your
manager/leader.
Cluster chain It takes place between the closest people, through the different
hierarchical levels, such as from the boss to the employer.
Secrecy : secreto 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
Time-consuming : consume is the action and effect of consuming or spending whether
tiempo products, goods or services.
Reliable : confiable I reliable adjective is used to qualify that or that which provides
Security, guarantees or is reliable
Supporting de soporte This verb refers to making something rest on something else; to
founding or basing: to confirming or sustaining some opinion or
doctrine;
Available: disponible It is said especially of a thing that can be freely disposed of or that
is ready to use.
Difference Between Formal and Informal Communication
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English Learning Guide
Competency 1
Unit 1: Customer Service
[21]
March 27,
Workshop 1 2015 By Surbhi S
Centro de Servicios Financieros- CSF
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.
• 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.
• Crosswise or Diagonal: The communication between the employees of two different
departments working at different levels.
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:
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English Learning Guide
Competency 1
Unit 1: Customer Service
Workshop 1
Centro de Servicios Financieros- CSF
• 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
Formal communicstion Informal comunication
Formal communication defines how It is generated in informal
cach member of the organization is to organization (based on spontaneous
behave; it confirms the type of relationships of affective naturel
relationship that the members of the
organization have to maintain with
each other.
Formal communication in the -It arises due to the permanence in a
organization allows for decision- common place, to the equality of
making. hierarchical or prestigious positions,
on for common interests or hobbies,
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Competency 1
Unit 1: Customer Service
Workshop 1
Centro de Servicios Financieros- CSF
Positive for the solution of certain
problems, and can be negative as far
as uncontrolled by the hierarchy or
rumors.
To ensure decision making the It circulates rapidly through informal
organization Forms structures that channels. Informal.verbal
facilitate the transmission of communication (unplanned
information. exchanges) and non-verbal
communication are distinguished. 166
The rumor is based on vague,
unidentified information
Transmit information useful for
decision making Transmit Information
accurately.
Tranumit information quickly Transmis
Information without errors.
- 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
RTA: https://www.mindomo.com/mindmap/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-
815a5f602631433188b860c7d342dfa9
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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!
.Hello, my name is Estiben Andres Franco. General manager of the company WORD PAPER S.A.S. These are
the members of my team. To my right, Michael Garay, partner of the company, and to my left, Miguel
Gallegos, also our partner.
And I’m the one in the middle of the picture. We are a great team with many ideas for our clients!
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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English Learning Guide
Competency 1
Unit 1: Customer Service
Workshop 1
Centro de Servicios Financieros- CSF
- 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-of-
business-people-office.html
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