English Learning Guide

Competency 1
Unit 1: Customer Service
Workshop 2
Centro de Servicios Financieros- CSF

Name: Karen Lizeth Ortiz Escobar. Cohort: 2066492-2 Date: 5/038/2021

Training program: Technologist empresarial management. Instructor: Diego Fernanda Morales C.

INTERACTING AT THE WORKPLACE

(PRODUCTS AND SERVICES/STAFF/RESOURCES)

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, describing the office, 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 interact with others at your
workplace.

1. Work in pairs and discuss the following questions:

- Think of a company you know and describe it (location, facilities, departments)
RTA: Company: Shoe Factory
The shoe factory is a marketing factory has been in the market for fifting (15) years in the manufacture
and deign of footwear with flexible and resistant materials offering quality, protection, comfort and
adornment.
Location: It is located in the Patio Bonito neighborhood of the town of Kennedy in the city of Bogotá, currently
at the Calle 38 # 88F-31.
Facilities:
* Production Area.
* Warehouse Area.
* Administrative Area.
* Sales Area.
Departments:
* Cutting machine.
*Leather machine.
*Sewing machines.
- What kind of company is it? What products, services do they offer there?
RTA: The type of company is industrial manufacturing.
Products: Shoe elegant oxford, Heels Pumps, Sports sneaker, Casual tennis,
Riding Boots and Heeled oxford ankle boots.
- What services/facilities/products can you highlight from this company?
RTA: *Facilities: Production Area. *Products: Shoe elegant oxford and Heels Pumps.
- Share the information with the rest of the class.

2. Skills Practice: Do the following activities to practice the learnt vocabulary and English structures

2.1. Listening: talking about your company in English

Before listening, identify the following vocabulary (look up the meaning of the words and write
some examples).
 It is a company that has
been organized in the form
Company - Compañía of a public limited
company, labor, limited,
etc.
Make a product from the
combination of its
Manufacture - Facturar components, especially in
series and by mechanical
means.
It is a process which is a
matter of physical, moral
Develop - Desarrollar or intellectual order, for
which it can apply to a task,
a person, a society, a
country or anything else.
It is the activity that aims
to transform raw materials
into processed, semi-
Industry - Industria processed or super-
processed products, using
an energy source.
it is a property that can be
measured in the
environment of each point
Field – Campo in a region of space for
each instant of time.
Manufacture or elaborate a
product through work.
Produce - Producir
Create systems or
components that are used
in another company's final
OEM (Original Equipment product. Computer
Manufacturer) - Fabricante manufacturers typically
de equipos originales package or integrate OEM
parts, such as processors
and software, into the
solutions they sell.
It is the process of exchange
or transaction of goods and
Market - Mercado services that occurs
between individuals who
can be distinguished as
suppliers and demanders.
It is the commercial
identifier of the goods and
services offered by a
Branded – De marca company and differentiates
the competition. The brand
identifies the product or
service that is offered in the
market and allows
consumers to recognize it.
It is any feasible object
which must be traded or
Merchandise - Mercancia exchanged in the market.
That is, it is any good that
people can buy and / or sell.
Through this transaction, it
seeks to cover a demand.
It is the product of the
work (or task) of an artist
or designer. It consists of
Design - Diseño an ideational speculation of
the resolution of a product,
a project or a need for the
future.
It is to offer a good or
service in exchange for
monetary compensation.
Sell - Vender On the other hand, also
satisfy the need of the
person to whom we are
addressing. A good sale
would be when the
client is totally convinced
and is going to buy from
you, but for this he has had
to be convinced the first
time.
The representation consists
of the execution of the act
of representing something
Represent - Representar by means of a figure, image
or word that the
imagination retains, it can
be used as a pronominal.
It is the action of
distributing and dividing a
thing in the proportion that
Distribute - Distribuir corresponds to each specific
part.

Reputation - Reputación
Awards -Premios
Distinctions – Distinciones
Known for – Conocido por
Advertising - Publicidad
Campaigns - Campañas
It is an opinion or estimate
that you have of someone
or something specific. a
good reputation is
synonymous with prestige,
which means that people
trust and a bad reputation
equals mistrust.
It is a public recognition
that a person obtains for
the excellence of his work,
activity or quality.
It is that difference that
makes a certain thing not
be the same as another.
They are those people who
talk about general topics,
but without having a
friendship bond.
It is a set of oriented
strategies which make
products and services
known to society, which
increases the consumption
of a product or service,
inserting a new brand or
product within the market.
It is a project that is
carried out in order to
achieve a certain objective.
It involves a series of
actions and the use of
various elements to achieve
the desired result. it can be
used in various contexts.
It is a person who plays a
role on television, film,
Major/ Players – theater or radio. Acting is
Principales Actores the action that the actor
performs when playing his
role.
He is a person who has a
faculty, authority and
Rated – Calificado power of merit, courtesy,
respect and consideration.
Which meets the
requirements or necessary
conditions.
It is paying attention to
Serve – Atender understand something that
is said, done or happens in
the presence of the person.
Small: Which is smaller than
normal. That it has less
Small / Medium – Sized quantity, quality or
-Pequeño/ Mediano - importance than another
Tamaño thing of the same species.
Medium: Of intermediate
quality, quantity or size.
That is little good or almost
bad.
They are the persons,
natural or legal, who sell to
the final consumer; These
Retailer – Detallista are established in the world
of the retailer or retailer is
relatively easy, but not very
advisable from the point of
view of profitability, since
in principle only a financial
contribution is needed to
cover the premises and the
products.
It is a group of people who
work in a coordinated way
to achieve a common goal.
Equipment - Equipo
 GC-F -005 V. 01

English Learning Guide

Competency 1
Unit 1: Customer Service
Workshop 2
Centro de Servicios Financieros- CSF

Listen and read the audio script1at https://www.youtube.com/watch?v=eotKoAJxu-A

Then answer the following questions:

- Mention three things you can mention about a company:

Responsibility, Good quality products, Good customer service.

- Give 5 examples of what OEM industry can produce:

*Software Processors. *Electricity of Motors. *Small Business Branded Merchandise.

*Computing. *Cell phones.

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

RTA: The shoe factory is a marketing factory that has been in the market for fifteen (15) years in the
manufacture and footwear design with flexible and resistant materials that provide quality,
protection, comfort and adornment. Has fifteen employees. Its propiet is Victoria Sánchez.

It is located in the Calle 38 # 88F-31 - Secondary sector.

It has seven areas: * Advertising area. * Human talent area. *Sales area. * Warehouse area.
*Accounting area. * Management area. * Sub-management area.
2.2. Speaking: provide basic information related to your workplace
- 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.
- Prepare an oral presentation of your team- Describe at least three different people from your
workplace.

KAREN: Hello Julio how are you.

JULIO: Hello Karen well, and you.
KAREN: Good Julio.
KAREN: I would like to know about your company.
JULIO: Of course, Karen, what do you want to know?
KAREN: What does RV real estate do?
JULIO: Is dedicated to the purchase and sale of goods and services.
KAREN: And where is it located.
JULIO: It is located in the career fifteen number eighty-six thirty-six.
KAREN: And it only has branches in the city of Bogota.
JULIO: No Karen you can find her in different parts of the country.
KAREN: And how are your facilities.
JULIO: They are spacious and comfortable, they also have electronic security and
some guards.
KAREN: Or how good Julio thanks.
JULIO: That's what we're for Karen.

2.3. Reading about behaveiors at work

Before reading the text, discuss the following questions?

- What do you think it is the most difficult fact to deal with at work?

RTA: I think that the most difficult challenges that a new employee has are lack of experience, responsibility

and little experience in office platforms and not being sociable.

- Can you tell a nice or bad experience you had with a person from work?
RTA: A bad attitude on the part of the interviewer can be a bad experience, but if the company you
applied to does not meet your financial expectations, it is best to withdraw from the process, unless
you are willing to receive a lower salary.
Read the text and then complete the proposed activities.

HOW TO BEHAVE AT WORK2

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.
1
Taken from: https://www.youtube.com/watch?v=eotKoAJxu-A. Used by SENA for pedagogical purposes,
exclusively.
2
Adapted From: https://www.wikihow.com/Behave-at-Work Used by SENA for pedagogical purposes,
exclusively.

GC-F -005 V. 01

English Learning Guide

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 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?

RTA: The text could be observed that one as an employee has to have attitude, responsibility, be punctual

the first day, have a good personal presentation.

- Give some ideas to overview the information given in the text.

RTA: Learn to handle skill such as Microsoft Office applications, dedication to assigned jobs, good vocabulary
management, respect for all company personnel and finally, good personal presentation.

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.

GC-F -005 V. 01

English Learning Guide

Competency 1
Unit 1: Customer Service
Workshop 2
Centro de Servicios Financieros- CSF

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 (T).

- You are not allowed to ask questions at work the first day (F).

- It is very useful to identify what should happen at work (T).

2.4. Writing: Draw a floor plan of your model company, indicating places, facilities, services and make
an oral presentation, include also some behavior codes for the employees. Add more ideas to your
drawing.

RTA: Company: Shoe Factory

The shoe factory is a marketing factory has been in the market for fifting (15) years in the manufacture
and deign of footwear with flexible and resistant materials offering quality, protection, comfort and
adornment. Society Limited (LTDA.)
Location: It is located in the Patio Bonito neighborhood of the town of Kennedy in the city of Bogotá, currently
at the Calle 38 # 88F-31.
Departments: * Cutting machine. *Leather machine. *Sewing machines.

3. 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 3.

- 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

3
All the materials, websites and links used by SENA, are used for academic purposes only.

GC-F -005 V. 01