Escolar Documentos
Profissional Documentos
Cultura Documentos
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.
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
3. Skills practice: Do the following activities to practice the learnt vocabulary and English structures.
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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.
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English Learning Guide
Competency 1
Unit 1: Customer Service
Workshop 1
Centro de Servicios Financieros- CSF
- 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?
- Texting Abbreviation, Emoji, and being silly is fine to communicate with _____________________,
______________________.
VOCABULARY
Identify the key words from the text. Look for their definition, pronunciation in English.
WORD / EXPRESSION DEFINITION
Interchange UK a junction at which smaller roads meet a main road
Role the position or purpose that someone or something has in a
situation, organization, society, or relationship:
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English Learning Guide
Competency 1
Unit 1: Customer Service
Workshop 1
Centro de Servicios Financieros- CSF
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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.
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
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
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:
cluster a group of similar things that are close together, sometimes surrounding
something:
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English Learning Guide
Competency 1
Unit 1: Customer Service
Workshop 1
Centro de Servicios Financieros- CSF
I'd love to tell you about it, but Martin's sworn me to secrecy (= made me
promise not to tell anyone).
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:
reliable information
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English Learning Guide
Competency 1
Unit 1: Customer Service
Workshop 1
Centro de Servicios Financieros- CSF
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.
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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.
• 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.
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English Learning Guide
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
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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. 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.
- 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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