Professional Documents
Culture Documents
Competency 1
Unit 1: Customer Service
Workshop 1
Centro de Servicios Financieros- CSF
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:
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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Business card
3. Skills practice: Do the following activities to practice the learnt vocabulary and English
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Image taken from internet as an example. https://www.canva.com
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image
And also How you state your opinions, how you manage your emotions, how
you hold a conversation, how you display confidence, how you treat other,
- What can you say about formal and informal communication? Describe.
The communication formal is the flow of official information through
proper, predefined channels and routes and the communication informal
is casual communication between coworkers in the workplace
VOCABULARY
Identify the key words from the text. Look for their definition, pronunciation in English.
WORD / EXPRESSION DEFINITION
Interchange Intercambio
Role Papel
Organization Organizacion
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Hierarchical Jerarquico
Command Mando
Network Red
secrecy Secreto
Available Disponible
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-informal
communication.html used by SENA for
pedagogical purpose, exclusively.
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Key Differences
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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 Jemison, 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!
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Image taken from internet as an example. https://mx.depositphotos.com/127312238/stock-illustration
set-of-business-people-office.html
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