STUDENT

MANUAL

3
module
NATIONAL ENGLISH
FOR WORK PROGRAM
13
 3
module

NATIONAL ENGLISH FOR WORK PROGRAM

EL SALVADOR

WELCOME!

To the learner:

Welcome to Module III of the Low Beginner Level. This set of worksheets will accompany
you throughout the 40 hours of instruction. From day 1 you will acquire the compe-
tencies that are necessary to communicate successfully in your workplace. All activities
are oriented to develop listening comprehension, speaking, reading, writing, pronuncia-
tion, grammar and vocabulary skills.

You will also see some suggested websites for you to extend your practice in your free
time.

Congratulations for being a participant of this course and for giving your best to become
competent in the language!

3
 3
module

TABLE OF CONTENTS

CONTENT DISTRIBUTIONPER UNITFORMODULE II ....................... 7

UNIT 1 ............................................................................................................. 9

UNIT 2 ............................................................................................................. 19

UNIT3 ............................................................................................................. 29

UNIT4 ............................................................................................................. 39

SELF ASSESSMENT CHECKLIST................................................................ 47

 3
module

MODULE I I I
UNIT CONTENT DISTRIBUTION

Unit 1:
Products,shipments and
purchase orders
Estimated time: 10 hours
Characteristics of products
How much?/How many?
Count and non-count nouns.
Handling and care of products.
Questions and sentences in the present
continuous tense.

Directions to get to a place.

Unit 2: Means of transportation.
Travel plans and Prepositions of place.
accomodations Affirmative and negative imperatives.
Estimated time: 10 hours

Meetings, trainings, conferences and speeches.

Unit 3: The simple past tense.
Work-related events Recommend events.
Estimated time: 10 hours Adjectives.
Time expressions for the past.

Questions and answers about customer

Unit 4: satisfaction.
Customer service Questions, affirmative and negative statements
Estimated time: 10 in the simple past tense.
hours Ways to apologize.
Adjectives
Modals may, can, could.

7
 3
module

UNIT 1

COMPETENCIES:
Successfully recognize broad categories in tables con-
taining information on the specifications of products SIZE WEIGHT
in an order or purchase (E.g.: Size, Weight, etc.)
SPECIFICATIONS 7 Seven inches

Specs = specifications or 7cm Seven

centimetres
characteristics of an object
MODEL:
A: What are the specs on the new tablet model? 7 Seven feet
Screen size Price
B: lets see, well the size is seven inches which Seven
is very small and the battery life which is eight Dimensions Weight 7g grams
hours. Hmm, Thats not very good.
Battery life Seven
7lb pounds

NAME THE ALPHA E-TABLET THE OMEGA E-TABLET THE- DELTA E-TABLET

SCREEN SIZE 6 6 7

CONNECTIVITY Free 3G + Wi-Fi Wi-Fi Wi-Fi

DIMENSIONS 16.9 cm x 11.7 cm x 0.91 cm 16.5 cm x 11.4 cm x 0.87 cm 19.3 cm x 13.7 cm x 1.03 cm

WEIGHT 222 g 213 g 170 g

BATTERY LIFE 8 weeks Up to 1 month Over 11 hours continuous use

STORAGE 2 GB on device 2 GB on device 16 GB or 32 GB on device

A. Take turns. Ask and answer about the products change partners often and complete the following table.

What is the/ SCREEN SIZE? CONNECTIVTY? DIMMSIONS? WEIGHT? BATTERY LIFE? STORAGE?
what are the.
THE ALPHA
E-TABLET
THE OMEGA
E-TABLET
THE- DELTA
E-TABLET

9
 3
module

UNIT 1

COMPETENCIES:
Read a simple description of a product to identify its characteristics and indications for
care and transport

MODEL: Useful language:

A: Ok, so the package is here what are the care instructions? Let me see, lets see
B. Let me see, here they are on the label: fragile, handle with care, These expressions are used to make
this side up some time while reading or thinking an
A:ok. answer.

A. Match the care instructions for a package with the labels on the right

a. b.
STORE THIS SIDE UP

KEEP OUT OF RAIN OR DAMPNESS

CONTENTS ARE FRAGILE

c. d.
HANDLE CONTENTS WITH CARE

B. Revisit the page with the specifications on the tablets and choose one.
C. Mark the package with the care labels.
D. Walk around the classroom and ask your classmates what care instructions are in the labels of their
package (use the conversation model and the useful language box to ask and complete the table below)

Name of your
classmate Label 1 Label 2 Label 3

http://www.technologystudent.com/despro2/drink14.htm
http://www.usalearns.org (secong language course unit 1)
http://www.esl-lab.com/tc1/mailservice-video.htm

10
 3
module

UNIT 1

COMPETENCIES:
Identify questions about the quantity of products by customers upon being
requested in an order or shipment (E.g.: how many? how much )

Provide information on the quantity and content of products upon being reques-
ted by a customer (E.g.: How many units? How much content?)

MODEL: How many ? How much?

A: Ok, Mr. Smith. How many units would you like to purchase?
Units Money
B:135 units for my store. How much is each unit?
A: each unit is $350 Bottles Shampoo
Cans Soda
boxes cheese
one 1
Things that be counted are called count
Hundred One hundred 100 nouns and the ones that dont are called non-
count nouns.
Thousand One thousand 1000
A. Practice saying the following prices take
turns with a classmate
fifty 50 250 543 0.76
Dollars fifty dollars $50 560 700 0.99
Cents Five cents c.0.50 780 67 0.56

B. Assign a price from the previous table to the each product on the table below. Leave the space
for the number of units blank.

Your purchase order

PRODUCT # UNITS

Cristal Soda
Brier Chesse
Green garden chair
Picnic table
Widescreen LCD T.V.

11
 3
module

UNIT 1

MODEL:
A: Good morning I just want to place a purchase order. PER
B: Very well, How many cans of soda do you want to place in your order? ml = milliliters Per can
A: 600 L = liters Per bottle
A: How much is per can? Gl = gallons Per gallon
B: 50 cents Per box
A: How much soda is in each can? Per unit
B: Let me see, 300 m

C. Revisit the table on the previous page and add to the Price of each item the number of units you
are selling.

D. Practice the conversation in the model with a classmate and take turns placing your purchase
order. Make questions to complete the following table with the information from your classmate.

Your classmates purchase order

PRODUCT # UNITS

Cristal Soda
Brier Chesse
Green garden chair
Picnic table
Widescreen LCD T.V.

Websites:

http://www.eslcafe.com/quiz/count1.html
http://www.learnamericanenglishonline.com/Blue%20Level/B19%20Count%20
and%20Noncount%20Nouns.html
http://web2.uvcs.uvic.ca/elc/studyzone/330/grammar/count.htm

12
 3
module

UNIT 1

COMPETENCIES:
Identify and follow simple instructions on how to handle and transport products
A BOX CUTTER
Provide information on the specifications on how to handle a certain product.

MODEL:
A: Can we put the boxes in the warehouse?
B: Yes, go ahead HAVE TO for obligations
LIFT:
A: How many boxes can we store? We
B: 20 but we have to stack them Stack the
A: Do the instructions say how many can we
you HAVE TO
boxes
stack They
B: We can stack 9. The maximum is 10
A:Dont use the box cutter

CAN to ask for information CAN for posibility STORE:

I I
when Stack the we Stack the
we
where CAN boxes? CAN boxes?
you you
They They

A. Look at the diagram and answer the questions

STACK 20 BOXES MAXIMUM
LIFT WITH CARE

DONT USE A BOX CUTTER

PULL / PUSH TO OPEN

DONT USE A BOX CUTTER

B. Work in pairs: ask your classmate about what they can do with the package. Use the words can and have
to write your questions in the table. Write your classmates answers in the space next to them.
LIFT can we lift thepackage? Yes, we can
STORE
STACK
PUSH

13
 3
module

UNIT 1

A. Work in pairs, circle a product and write the instructions you think are necessary to pack
this product.

YOU CAN YOU HAVE TO

C. Work in pairs. You need to know the care instructions for this package. Ask your classmate
what you can and have to do and write his or her answers in this table.

We can We have to

Websites:

http://www.wikihow.com/Open-Rigid-Plastic-Clamshell-PackagesSafely
http://www.elcivics.com/esl/containers/lesson-1.html
http://esl.about.com/library/quiz/bl_foodcontainers.htm
http://www.michellehenry.fr/recipient.htm

14
 3
module

UNIT 1

COMPETENCIES:
Identify information on a shipping or mailing label

Respond to questions about mailing and shipping addresses (E.g.: Where is this ship-
ment going? What is the correct mailing address of the company?)

MODEL: Shipping address: Address to where a package or shipment

A: What is the companys shipping address? is delivered (warehouse, building, deposit, container)
B: La Union, Litoral road, #34
A: What is the companys mailing or billing
address? Mailing or billing address: Address to where a bill or corres-
B: Thats different, Its Padres Aguilar Street, pondence is delivered (an office, a house).
83rd South Avenue #326, Col. Escaln.

From: Travers. Inc. 23 To:____________

Glenn Way, San Carlos. Litoral road, #34, La
CA: 0570. Union, El Salvador
Made in the U.S.
00120134233

TRACKING NUMBER: 8787832675362656

QUANTITY: 65 UNITS SHIPMENT: 7A4 SENDER:AB67H

___________35 Mose
MFG DATE: 12/4/2013 Street. Sausalito, San
NET WT: 120 LB Francisco CA 66709
(01)0000000432323

a. b.

A. Work in pairs, take turns asking your classmates the following questions:

a. What is the shipping address? _____________________________________

b. What is the mailing address? ______________________________________
c. What is the weight of the package? _________________________________
d. What is the manufacturing date? ___________________________________
e. How many units are in the package? ________________________________

15
 3
module

UNIT 1

MODEL:
A: Good morning, (say the name of your company)
B: Good morning, this is _______. I need to check some informa-
tion. I think we have someone elses shipment.
A: Right away, Mr. / Ms. / Mrs._________. Do you have the packa-
TRACKING NUMBER:
ges shipping label with you?
Is the number shipping companies
B: Yes.
use to follow the package.
A: Ok. What is the tracking number?

Work in pairs. One of you is classmate A and the other is classmate B.

Classmate A: You are the representative of your company and you need to verify the information for a ship-
ment in your system. Ask the necessary questions to classmate B to clarify the information.
Classmate.B: You have the wrong package. Read the two labels on the previous page and answer your class-
mates questions.

Switch roles and repeat the practice

CLIENTS ANSWERS INFORMATION IN THE SYSTEM

Delivery control system

Name of the company to deliver: ________________________ Moes security.

Mailing address: _________________________ Litoral road, #34, La Union, El Salvador
Shipping address: _________________________ 35644Mose Street, Sausalito, San Francisco.
Shipment number: _________________________ 7A4
Tracking number : _________________________ 8787832675362678
Quantity: _________________________ 51
Manufacturing date: _________________________ 24/10/2011
Weight: _________________________ 110 lb.

Websites:

http://www.gcflearnfree.org/everydaylife/comparelabels
http://www.englishclub.com/business-english/vocabulary_importexport.htm
http://www.breakingnewsenglish.com/0811/081105-packaging.html

16
 3
module

UNIT 1

Being polite when

COMPETENCIES: giving instructions:
Provide information related to shipping upon being requested by a custo-
mer(E.g.: The airline is transporting the shipment right now, The ETA is Try this: Please, read your trac-
5:30 pm) king number out loud
Respond to questions about the time of arrival and possible destination of
a product(E.g.: the shipment is going to be) Avoid: Read your tracking num-
ber out loud.

MODEL: IN TRANSPORT:
A: Good morning Zappi shipping, how can The package is being movedright now
I help you?
B: Good Morning this is _______ from
E.T.A:
(name of your company). I need information
about a shipment.
EstimatedTime of Arrival: The approximate time in which a
A: Right away Mr. / Ms. / Mrs. ________, I just
package is going to arrive.
need some information. Do you have your
receipt with you?
B: I did it online but yes, I do.
GOING TO:
B: Ok, please tell me, what is your tracking
Use BE +GOING TO + VERB (BASE FORM) to describe a sche-
number?
duled activity.
A: the number is 87848326753626567
B: thank you, let me checkYour package
E.g.:
is in transport and is going to arrive to Gua-
The package is going to arrive tomorrow
temala in 2 hours
Im going to attend a meeting
A: Thank you, and when are we going to
receive it?
B: The E.T.A is 4 hours. The scheduled arrival
date is Saturday Sept. 24th. EXERCISES
A: Thank you very much. A. Read and practice the conversation with a classmate.
Change partners and switch roles.

B. Read the conversation and complete the online receipt

with the information from the conversati

Zappi shipping
Name: Tax

Arrival date: Shipping fee

Tracking number: Total:

17
 3
module

UNIT 1
A. Fold the page. Read the information in the website and answer your classmates questions. Ask
your classmate their tracking number before giving them information.
Student A

http//:www.zappi.com/tracking.htm

City Country Time

Current location Sao paulo Brazil Today: 4:00 pm

Next location Tokyo Japan Saturday 5:00 pm ETA 72 HRS.
Next location Beijing China Sunday 10:00 am SCHEDULED Monday Sept
ARRIVAL DATE 23rd 2:00 pm
Next location San Salvador El Salvador Monday 1:00 pm

fold
Student B
You need information on a shipment you are going to receive on Sunday. Ask five questions to a class-
mate and write his or her answers in the spaces below.

This is your tracking number9886534348326567

?
Where is my package going
?
to be .....
?
?

Write the names of the places from exercise A here

?
What time is my package ?
going to be in
?
?

Websites:

http://wwwapps.ups.com/ctc/
http://www.businessenglishpod.com/2012/07/22/business-english-pod213-pre-
sentations-bringing-visuals-to-life-2/
http://www.youtube.com/watch?v=ej35U32nalQ

18
 3
module

UNIT 2

COMPETENCIES:
Recognize simple directions to get to a place.
Directions:
Provide simple instructions to establish the location of a place in a dialogue Go straight
and in writing Turn left
Turn right

MODEL: MODEL:
A: Good morning. Could you tell me where is the A: Good morning. Could you tell me where I can
______ hotel? find a hotel?
B: Yes, go straight down the street and turn left. B: Yes, you can find one around the corner,
A: Thank you! next to the bank.
A: Thank you!

an ATM a bank a restaurant a hotel a gas station

EXERCISES

A. Read and practice the conversations with a classmate. Change partners and switch roles.

B. What is the difference between the conversations?

C. Write the names of places you know.

a Bank
a Restaurant
a Hotel

19
 3
module

UNIT 2

A. Practice the pronunciation of these locations.

NEXT TO IN FRONT OF ACROOSS THE BETWEEN

STREET

AROUND THE ON THE RIGHT ON THE LEFT DOWN THE

CORNER STREET

B. Work in pairs. Take turns and read the directions. Your classmate has to label the places in
his or her map.

The hotel is across the Street

The gas station is around the corner
The bank is next to the gas station
The ATM is down the street on the right
The restaurant is down the street on the left

1.
2.

5. 3. 4.

Websites:
http://www.esl-lab.com/eslbasic/travel-sightseeing-1.htm
http://www.esl-lab.com/eslbasic/travel-sightseeing-2.htm
http://www.elllo.org/apuj/Games/G012-Directions.html

20
 3
module

UNIT 2

COMPETENCIES: By: Use by to say the mean

Respond to questions about the mean of transportation to get to a place.
of transportation you can
Provide simple instructions about the means to get to a place take Goby bus.

MODEL:
A: Good morning, how can I get to the air-
port?
Can I walk?
B: Well, the airport is very far away. I think
you can go by taxi or you can always drive.
A: I think Im going to drive but I need to rent A BUS A CAR A TAXI ON FOOT
a car. Where is the car rental agency?
B: Its around the corner but I can reserve it
CAN: Use can to make questions:
for you.
A: thank you.
How can I go to the airport?
Can I take the bus?

EXERCISES
A. Work in pairs. Look at the table and take turns asking how you can do to get to the place in the picture.

Place Yes No Question Answer

By taxi By car Can I go to the hotel Well, I think you can

by car? go by taxi

By bus By taxi

By car On foot

21
 3
module

UNIT 2

ACTIONS TO MOVE FROM ONE PLACE TO ANOTHER

MODEL:
A: Good morning, Whats your name?
B: _____________.
A: Where do you work?
B: How do you go to work every day?.
A: I__________.

DRIVE TAKE A ... TAKE THE ... WALK

EXERCISES

B. Practice the conversation with a classmate. Use your information about how you get to your
workplace
C. Afterwards, Ask 6 more classmates about how they get to their workplace. Write their answers
in the table below

Name Where soes he or she work? How does he or she get there?

Websites:
http://wps.pearsonlongman.com/topnotchfund/40/10348/2649317.cw/index.html
http://wps.pearsonlongman.com/topnotchfund/40/10348/2649317.cw/index.html
http://www.englishmedialab.com/higherlevels/transport/transport.html
http://www.manythings.org/b/e/2706/
http://wps.pearsonlongman.com/topnotchfund/40/10348/2649317.cw/index.html

22
 3
module

UNIT 2

COMPETENCIES: MODEL:
Read simple directions in a simple map or diagram. A: what does that sign mean?
B: It means this is school zone ahead.
Identify directions from road signs. A: What about that one?
B: It means that the speed limit is 45 miles
per hour.

EXERCISES

A. Work in pairs. Take turns asking what each sign means and guessing its meaning

B. Check your answers with another pair.

a. b. c.

d. e. f.

g. h.

A 610
Nottingham 4

1. No overtaking
2. Caution! dont continue
3. No U-turns
4. Caution!School zone
5. Dont turn left
6. Maximum speed limit is
7. This exit goes to.
8. Dont turn right

23
 3
module

UNIT 2

EXERCISES:

A. Work in pairs. MODEL:

Student a: Youre driving and youre using your GPS
system.
Student B: you work at the GPS Company and you are
giving directions to your classmate. Use the map to iden-
tify the directions.
A: Thank you for using Road-star how can I
help you
B: I need directions for the _______hotel
A: Sure, please turn left. Continue 30 kilometers; the
speed limit is

Take turns and switch roles. Choose a differen tdestina-

tion each turn.

N
Gas
E O station

Hotel

You are Restaurant

here

Websites:

http://www.ukmotorists.com/Road_signs_home.asp
http://www.elcivics.com/esl/transportation/traffic-signs-1.html
http://www.youtube.com/watch?v=Vc0Zfr3JFOA

24
 3
module

UNIT 2

COMPETENCIES: MODEL:
Identify questions about accommodations and travel services A: Hello, thank you for calling _____hotel.
Provide information about travel destinations and plans This is_______. How can I help you?
B: Hello, my name is ________.I need to
make a reservation.
Making a reservation: A: Sure, when are you arriving?
B: Im going to arrive on Friday.
need A: How long do you plan to stay with us?
I want to make a reservation. B: Im going to stay until Monday.
would like

EXERCISES
A. Read and practice the conversation with a classmate.
B. Read the schedule and practice answering the questions according to the dates that are
marked. Choose different events to make a reservation.
C. Add two more dates for the events and practice making a reservation for those days.

MAY JUNE

M T W T F S S M T W T F S S

1 2 3 4 5 6 1 2 3 4 5 6
7 8 9 10 11 12 13 7 8 9 10 11 12 13
14 15 16 17 18 19 20 14 15 16 17 18 19 20
21 22 23 24 25 26 27 21 22 23 24 25 26 27
28 29 30 28 29 30

Convention: May 3rd Conference: June 18th

Conference: Workshop:

25
 3
module

UNIT 2

When ____ get(s)there.

MODEL:
A: Hello Carl, when are you leaving for the conference?
Use this expression to say that something is going to
B: Im leaving on Thursday.
happen after you arrive to a destination.
A: Do you have everything you need?
The meeting is going to start when we get there.
B: I think so. Im checking some hotels online. I also need
The meeting is going to start when she gets there.
to rent a car when I get there.

EXERCISES:
A. Work in pairs and think of more things you need to do before you go on a trip.
B. Ask your classmate what he or she thinks and write his or her ideas in the list next to yours.
C. Write the things that you have in common in the middle.

YOUR LIST YOU CLASSMATES LIST

Websites:
http://www.englisch-hilfen.de/en/grammar/going_to.htm
http://www.manythings.org/b/e/category/travel/
http://www.manythings.org/b/e/19/
http://www.real-english.com/reo/20/unit20.asp

26
 3
module

UNIT 2

COMPETENCIES: Time management:

Request information about travel services and
accommodations.
Use the telephone to request information on travel
services and accommodations
Always set priorities: On a page
write your activities for the day.
Write them in order of importan-
ce. Dedicate more time to finish
the first, second and third activity.

MODEL: TYPES OF ROOM

A: Good morning welcome to Marks travel agency, how can I help Single room, double room, suit
you?
B: Good morning my name is George, I need a reservation, Im going GOING TO:
to travel to Costa Rica, on April 14th Use BE +GOING TO + VERB (BASE FORM)
A: How long are you going to stay? to describe a scheduled activity
B: Im going to stay 3 days, Im going to need a single room
B: Are you going to stay in smoking or nonsmoking E.g.:
room? The package is going to arrive tomo-
A: Non-smoking please rrow
B: Are you going to need a rental car? Im going to attend a meeting.
A: Yes, please.

EXERCISES

A. Read and practice the conversation with a classmate. Change partners and switch roles.

B. Read the conversation and complete the table below.

C. Write true T or false F

1-The man needs a double room

2-The Man is going to stay for 3 days

3-The man is staying in a smoking room

4-The man is going to rent a car

27
 3
module

UNIT 2

A. Work in pairs. Think about other things you need when going on a business trip.

WHAT DO I NEED
WHEN I GO ON A
BUSINEES TRIP?

A. Write a checklist about the types of services and commodities you need in your next trip, use words from
the box and include your own.

NON SMOKING, SMOKING, SINGLE ROOM, DOUBLE ROOM, SUITE, RENTAL CAR

B. Ask two of your classmates about their lists and compare them with yours. Take ideas from your classmates
to make a better list.

Check list Check list Check list

Websites:
http://www.youtube.com/watch?v=R395MzEjM2U
http://www.esl-lab.com/hotel1/hotel1.htm
http://www.esl-lab.com/flight/flightrd1.htm

28
 3
module

UNIT 3

COMPETENCIES:
Exchange questions and answers about meetings, trainings or other work-rela-
ted events using the simple past tense.

MODEL:
Yesterday, after lunch, I attended a training at The Business Center.
It was really nice, and it was about customer service. I really liked it
because it helps me improve my skills.

SIMPLE PRESENT: SIMPLE PAST: ADJECTIVES:

It is interesting. It was interesting. Outstanding

What time is the meeting? What time was the meeting? Updated Useful
Do you like the conference? Did you like the conference? Interesting Practical
Do you read the manuals? Did you read the manuals? Important Theoretical

EXERCISES
A. Work in pairs and answer the following questions about the model conversation.
1. How was the training? _________________________
2. Did he like it? _________________________
3. What time was the training? _________________________
4. Where was the training? _________________________
5. When was the training? _________________________
6. What was the training about? _________________________

B. Read the paragraph and write questions for the responses in chart.

C. Compare with apartner.

Last week, I went to a training 1._____________________ It was about recycling.

at CLT. It was about recycling. 2._____________________ It was last week.
It was really helpful for me 3._____________________ I learned new methods.
because I learned new recy- 4._____________________ It was helpful.
cling methods. 5._____________________ At CLT.

a. b. c.

29
 3
module

UNIT 3

You went to a training in Guatemala last Tuesday. The training was interesting
because you learned how to fix the equipment you use and how to prevent
damages on it. The presenter was really helpful and he clarified all doubts you
had. He used a computer to present examples during the speech.

C. Read the paragraph above and respond the questions from the form.

Participants name: ID
GENERAL INDICATION: Evaluate the meeting and speaker in a very objective way.

1. How was the training? 1.

2. When was the training? 2.
3. Did you like it? 3.
4. What did you learn? 4.
5. Was the presenter helpful? 5.
6. Did he use examples? 6.

D. Pair work. Dictate the texts below. One student reads and the other one takes notes in the notebook.

Yesterday I attended a meeting at the
headquarters with my partners from C.A.
The meeting was not good because they
were late and they didnt bring all the ne-
cessary information. We only discussed the
new project that is coming next year.
Today in the morning I was in a meeting that
was great because we agreed on the new pro-
cesses. Something good is that all the partici-
pants were punctual and we discussed all the
issues for the meeting. Besides that the break
was interesting because I met the companys
Regional Manager.

E. Summarize the comments from the two meetings.

Positive Negative

Websites:
http://www.managementstudyguide.com/meetingetiquette.htm
http://smallbusiness.chron.com/basic-businessetiquette-meeting-722.html

30
 3
module

UNIT 3

COMPETENCIES:
Write short statements in the simple past evaluating meetings, information, pro-
ducts, services and trainings

MODEL: SIMPLE PAST:

A: Hi, Erick. Did you buy the spare part for the VERB TO BE
sewing machine?
B: Yes, I did, Robert. The price was $78.00. I What was the price?
A: Ok, I need the evaluation of the product. He What was the name of the
was supplier?
B: It will be ready tomorrow. She
A: Great! It
The Pricewas $78.00.

EXERCISES
A. Pair work. Evaluate the different services using the questions on the right

On Novmber 1st, I bought a spare part for the EVALUATION OF PRODUCTS

printer at Spare E.S. The price was $300.00 the
brand was Ridwell. The customer service was
great because we received all the information
we needed.
On January 2nd, I bought the Rits parts that
were requested. The price was $30.00 each and
they were installed in the sewing machine. The
machine was working properly.
Evaluators name:
1. what was the name of the supplier?
2. What product did you buy?
3. What was the price?
4. What was the brand?
5. How was the customer service?
6. Did you receive all the information?
7. Did the machine work properly?
8. Did you receive a discount?
9. Did you receive technical assistance?

B. Pair work: Write statements evaluating the different products

The printer The rits parts

The price was $300

31
 3
module

UNIT 3

C. Practice the conversation in pairs and complete the survey.

MODEL:
A: Hi, Erick. Date: Place:
B: Hi, Robert. How was the speech? 1.Was the training interesting? yes / no
A: It was excellent. The speaker had a lot of experience 2.Was the speaker punctual? yes / no
and, was very know ledgeable. He used a computer to 3.Did the presenter use technology? yes / no
provide examples. 4.Was the information useful? yes / no
B: So everything was fine, right?
A: Well, he was some minutes late.

D. Walk around the class and ask the following questions about a recent training. Then, graph
the results. How? What kind of graph?
Yes, I did
Did you attend any training?
No, I dint

Yes, It was
Was the information useful?
No, It wasnt

1. Did you attend any training last year? 4. Was the information updated?
2. Was the presenter/trainer knowledgeable? 5. Did you apply what you learned?
3. Was the information useful? 6. Did you share what you learned?
1
1
2
2
3
3
4
4
5
5
6
6
7
7
8
8
9
9
yes no yes no yes no yes no yes no yes no

Question 1 Question 2 Question 3 Question 4 Question 5 Question 6

Websites:

http://www.managementstudyguide.com/trainingevaluation.htm
http://www.youtube.com/watch?v=mHWB6M8Okrk

32
 3
module

UNIT 3

COMPETENCIES:
Identify simple past tense statements used in written reports.

Write e-mails reporting past events to a superior showing politeness.

MODEL:
Simple past tense:
Yesterday, we went to
Randalls restaurant to practice what we learned
Negative form.
in the classroom. The food was delicious.
We did not rest last weekend.
The servers were very kind and polite.
We didnt call the Headquarters.
The chef came out of the kitchen to greet us.
We didnt check the product.
The environment there was nice. There was
a band playing all types of music.
Didnt = Did not
Im sorry I didnt send the report.

EXERCISES
A. Pair work: Respond to the e-mail using the information from the model. Discuss it in pairs.

To: carlosf@tmail.com To: peter24@tmail.com

From: peter24@tmail.com From: carlosf@tmail.com
Subject: Feedback about your training Subject: ___________________________

Dear Carlos.
I hope you are enjoying and learning a lot in
this restaurant planning training you are ta-
king. Please report the activities you did the
previous day to write the report for Human
Resources.

Regards
Peter Acosta

B. Pair work: Read the model and imagine a similar experience. Brainstorm your ideas in the box
and take turns telling your experience to a different pair of learners.

Last Friday, I went to a training session in a YOUR EXPERIENCE

hotel. The training was about computers. At the
beginning, there were some technical problems,
but the trainer showed professionalism and re-
sourcefulness. He was not nervous. At the end,
everything was fantastic.

33
 3
module

UNIT 3

C. Pair work. Interpret the graphics about the trainings delivered in 2012.Write a small report
summarizing the graphic. Compare the information with another learner.

250 210 205 200

190
SUMMARY OF THE GRAPHIC
200

150 1. 210 participants attended

2.
100
3.
50 4.
5.
0 10
5
6.
1. 2. 3. 4. 5. 6.
1. attend - 2. Passed - 3. failled - 4.liked the training
- 5. didnt like the training - 6. were on time.

D. Pair work: Interpret the graph about the calls received last month. Write an email to your supervisor.
Take turns asking and answering the questions below.
0 50 100 150 200 250

complained To: peter24@tmail.com

From: _____________________________
requested informatin
Subject: ___________________________
Purchased
I
Checked prices

liked the product

didnt like the product

1. Did people complain about the service? 3. How many people didnt like the product?
2. Did people request information? 4. How many people liked the product?

Websites:

http://iesonava.info/olgaenlared/actividades3eso/3esounit5-regularpast-negative.htm
http://www.carmenlu.com/first/grammar/pastbe1_1.htm

34
 3
module

UNIT 3

COMPETENCIES:
Recommend work-related events someone has attended previously.

MODEL:
ADVERBS
I attended a training about anger management.
It was really nice. The audience was really interested EXAMPLES:
in the topic. I highly recommend this type of training because. I highly recommend the first aid training be-
it helps companies improve their customer service. cause..
. I truly recommend the anger management
training because..

TRAININGS
VOCABULARY:
Self-motivation training Planning
Anger management Stress management Grow up Update Evaluate
Customer service Technology Train Standardize Create
Telephone etiquette Time management Improve Classify Monitor
First aid training Control Achieve Organize

A. Imagine you attended two of these trainings. Express why you recommend them.

ANGER MANAGEMENT

I highly recommend this

training because it helped
me control my emotion

B. Pair work. Create an oral conversation using the previous information.

1. Did you attend one of the trainings?

2. Which training did you attend?
3. Did you like it?
4. What did you learn?
5. Did you receive extra material?
6. Did you share the information with your colleagues?
7. Where was the training?
8. Was the training interesting?
9. Were you evaluated?

35
 3
module

UNIT 3

C. Role play. Last year you attended two of these trainings.

Provide information on the events and recommend them to a classmate.

EVENT 1 EVENT 2

Self-motivation training
Did you like it?
Anger management
Where was the training?
Customer service
When was the training?
Telephone etiquette
What did you learn?
First aid training

D. Write an e-mail recommending a workshop or training course and providing information about it.
To :

From :

Subject :

E. Walk around the class and ask your classmates the following questions: if the answer is positive,
check the box.
1. Did you attend any trainings last year?
2. Did you attend any conferences/talks last year?
3. Did you attend any product presentations last year?

F. How many classmates answered positively:

Question 1
Question 2
Question 3

Websites:

http://high5adventure.org/training/recommendedtraining-plan.html
http://high5adventure.org/training/an-experientialeducation-approach-to-bullying-conflict-resolution/

36
 3
module

UNIT 3

MODEL: ADJECTIVES:

A: When was the training? Organized

B: Oh, It was two weeks ago. Responsible
A: And how was it? Hardworking
B: It was great. You know this type of trainings help me to be Motivated
more organized and more responsible. Committed

EXERCISES
A. Pair work. Ask questions about the training Robert attended.

Two weeks ago I attended a training in the afternoon

about team work. I really liked it because I learned many
things. 1. What was the training about?
2. ____________________
For example, I learn about self-motivation, I didnt know 3. ____________________
how important that is. If I am motivated, I can motivate 4. ____________________
others in my team, too. Motivation is related to the com-
mitment and responsibility the whole team has art work.

B. What information is important in an invitation for an event? Write the key words in the box.

INVITATION FOR A TRAINING

37
3
module

UNIT 3

C. Read the invitation letter and write questions to identify the most important information.
E.g.: (When was the training? / Where was the training?)

Dear colleagues,
Peter Salas

Centre Marcella cordially invites you to the an-

nual Accountants Training Workshop to be held
on March 4th, 2009. 1. _______________________
The theme for this years workshop is: Conflict 2. _______________________
Resolution. A professional speaker will be con-
ducting all the workshops. Full participation is
appreciated.
3. _______________________

The program will run from 9 a.m. to 1 p.m. Break- 4. _______________________

fast and lunch will be provided. Please confirm
your attendance to: petersalas@jmail.com by 5. _______________________
March 15th, 2009

Pete Salas
Centre Marcella

D. Pair work. Take turns asking and answering the questions based on the opinion below.

Last week I went to a speech about the new
operative systems. I was there every day
very early, and I felt he compromise to sha-
re what I learned with my colleagues, and
actually I did.
1. When was the training?
2. What was the training about?
3. Did he attend every day?
4. Did he share what he learned?

Websites:

http://www.usingenglish.com/forum/letterwriting/138541-informal-letter-accepting-invitation.html
http://www.myenglishpages.com/site_php_files/grammar-exercise-simple-past-be.php

38

COMPETENCIES:
Ask questions regarding customer service.
Make telephone conversations to follow up on customer
satisfaction.
MODEL:
A: Good morning Sir. My name is Carol.
I am calling from Internet Solutions. Yesterday, you reported a
problem with your internet connection.
Did the technician solve the problem?
B: Yes, he did. Now it is working properly.
EXERCISES
A. Pair work. Read the different cases. Role play the telephone conversations using that information.
I had a problem with the payroll system but a
technician came to help me with it. He solved it,
but he didnt say anything. He even charged me
for a piece he broke. He gave me a copy of the re-
port but I didnt understand it. Besides all that, I
forgot to mention that he came very late.
Well, we had some trouble with the sewing
machine. The technician from Germany came to
the company. He explained the problem and she
fixed it. She had some new tools; she was very
organized and punctual.
Had a problem with the car and I called for assis-
tance. The mechanic was really kind. He was there
really fast and he was quick to solve the problem,
too. He gave me details about the incident and he
gave me a report of it.
3
module
UNIT 4
Simple past tense:
Questions
Did you receive help?
Did you have more problems?
Positive answer Negative answer
Yes, I did. Yes, I did. not
TECHNICAL SERVICE EVALUATION SURVEY
1. Did the technician solve the problem?
2. Did he/she explain the problem to you?
3. Did he/she have all the tools?
4. Did he/she charge you for the service?
5. Did he/she give you a copy of the report?
6. Did he/she clean his working area?
7. Did he/she arrive at the indicated time?
We had problems with the stamping machine. The
problem was 50% solved because the technician
didnt have all the tools. He arrived very early, he
was very organized and clean. At the end, he gave
e a copy of the final report and he didnt charge
anything for the service
Last week there was a little fire in my house. I used
the insurance. The technicians came on time. They
explained what happened and gave us a comple-
te report. They left some safety materials in the
house.
39
 3
module

UNIT 4

B. Pair work. Read the cases and think about specific questions to follow up on customers satis-
faction with the different services.

Useful verbs
Call / Help / Assist / Receive / Give / Mention / Clarify / Explain / Understand

QUESTIONS

1. Did you receive help on time?

A person had a problem with he phone 2. ________________________
service and received help. 3. ________________________

1. ________________________
A person bought a computer at a store. 2. ________________________
3. ________________________

A person went to a restaurant for the 1. ________________________

first time 2. ________________________
3. ________________________

C. Group work. Make groups of four and take turns role playing the previous exercise.

D. Pair work. You are in charge of the customer service of an international shipping company.
You have a very important customer who only speaks English and you have to check on his/her
satisfaction with the service. Write the questions and role play.

1. _______________________________

2. ______________________________
3. ______________________________

4. ______________________________

Websites:

http://sbinfocanada.about.com/cs/management/qt/telep honetips.htm
http://sbinfocanada.about.com/od/customerservice/a/cu stservrules.htm

40
 3
module

UNIT 4

COMPETENCIES:
Ask customers about the experiences they had with a company
and their products/services
Adjectives:
Delicious Spectacular
Great Fantastic
MODEL: Comfortable Awesome
A: How was your stay in our hotel? Nice Relaxing
B: It was nice. The view was perfect and the room was really com- Excellent Impecable
fortable.
A: What about the food? The food was delicious.

EXERCISES
A. Group work. Imagine you interview a person who stayed in a hotel for three days. Then,
dramatize the conversation in front of the class.

Important questions for our guests ANSWERS

_______________________________
1. How was your stay in this hotel? _______________________________
2. Did you like the rooms? _______________________________
3. How was the food? _______________________________
4. Were the personnel kind? _______________________________
5. Did you like the swimming pool? _______________________________
6. Did you like the gardens? _______________________________
7. Did you stay for a business trip or family trip? _______________________________

41
 3
module

UNIT 4

B. Group work. Interview your classmates and ask them about the experiences theyhad in any
restaurant and a car shop.

1. Was the food delicious? 1. Did they fix the problem?

2. Did you like the desserts? 2. Did they give you recommendations?
3. Were the servers friendly? 3. Did they check the brakes, water, oil level?
4. Did you like the beverages? 4. Did they give you a receipt?
5. Did you go with your family 5. In general, did they do a good job?

C. Group work. Interview your classmates and ask them about the experiences they had with any
company.

1.

2.

3.

4.

D. Write a letter to a co-worker telling them about an experience you had with any service in your
last trip. Provide information on venue, dates and services received and your overall evaluation
of such services. Remember to check your punctuation!

Websites:

http://www.reviewhaven.com/
http://www.reviewhaven.com/automotive/
http://www.reviewhaven.com/travel-accommodation/

42
 3
module

UNIT 4

COMPETENCIES:
Summarize short surveys about customer service in oral and written ways.

MODEL:
A: Michael, Did we receive complaints last week?
B: We did. But they were reduced to 10%.
A: Thats good.
B: I need to see the percent of phone calls we received last month.
A: Ok. I will check and send you the information

EXERCISES
A. Class activity. All learners rented a car. Walk around the class and pass the survey about customer
service.

1. Did you like the car you rented?

2. Was the car comfortable? Yes, I did. No, I didnt.
3. Did you receive information before renting it? Yes, I was No, I wasnt
4. Was the secretary courteous?
5. Did we fulfill your expectations?

D. Summarize the information you collected and draw a graph.

1 Yes, I did.
No, I didnt.
2 Yes, it was
No, it wasnt.
3 Yes, I did.
No, I didnt.
4 Yes, she was.
No, shewasnt.
5 Yes,youdid.
No, you didnt.

43
 3
module

UNIT 4

C. Class activity. All learners bought different appliances in Rides Store. Walk around the class
and pass the survey about customer service.

1. Was the price next to the product? Yes, It was No, It wasnt
2. Was the box in good condition? Yes, they were. No they werent.
3. Were all the components in the box?
4. Was the cashier helpful?
5. Were you satisfied with the purchase?

D. Summarize the information you collected and draw a graph.

1 Yes, it was.
No it wasnt.
2 Yes, it was.
No, it wasnt.
3 Yes, they were
No, they werent.
4 Yes, he was.
No, he wasnt
5 Yes, I was.
No, I wasnt.

Websites:

http://sbinfocanada.about.com/od/customerservice/a/custservrules.htm

44
 3
module

UNIT 4

COMPETENCIES:
Apologize for a service that did not fulfill the customer expectations.

MODEL:
A: Good morning. I am calling from STW Shipping Company. May
I talk to Mr. Wilson?
B: Oh, Its me.
Expressions to apologize
A: Sir. I am calling because I have a report that you were not satis-
fied with our service.
im so sorry.
B: Thats right. I complained because my package was damaged.
I`m so sorry about it.
A: I understand. Im so sorry about it. We had some Problems with
I apologize for interrupting
the transportation but we will repair the damage.

EXAMPLES:
Im so sorry. We had problems with the transportation I will try to help you.

I apologize for the mistake. We had the wrong information. Ill see what I can do.

EXERCISES
A. Pair work. Orally apologize in the following situations.

The purchase order was

The package was lost You didnt send the report.
incomplete.

The container was delayed The system is missing

The bill was incorrect.
information

B. Write some short apologies showing concern and offering help.

1. ________________________________
2. ________________________________
3. ________________________________
4. ________________________________
5. ________________________________

45
 3
module

UNIT 4

C. Apologize in a very respectful way the following e-mails.

To: petert@jmail.com To:

Subject: Complaint about a trip. Subject:
From: haser.r@jmail.com From:

Last week I had the chance to travel with your

company, but to be honest with you,It was
a bad experience because the bus that you
assigned me didnt have AC. It was a long trip
because the bus was very slow. I am conside-
ring not travelingwith you again because of
the inconvenience I had.

Subject: Complaint about a suitcase. To:

To: petert@jmail.com Subject:
From: haser.r@jmail.com From:

Yesterday, I came back to E.S. when I was at

the airport I didnt find a suitcase. I decided to
come to my apartment and wait until you call
me. I dont know what to do. Help hme please.

Websites:

http://www.eslgold.com/business/useful_expressions/describing_business_activities.htm
hhttp://www.eslgold.com/business/useful_expressions/terms_of_payment.html

46
 3
module

UNIT

Provide simple indications about the location of a place in a clear and

respectful manner.
Respond to questions about the means of transportation necessary to
get to a place.
Provide simple instructions about how to get to a place.
Provide information about travel destinations and travel plans.
Use the telephone to request information on travel services and accom-
modations.
Provide information related to shipping in a respectful manner.

Recognize simple directions to get to a place.

Respond to questions about mailing and shipping addresses
Courteously respond to questions about the time of arrival and possible
tion of a product.
Identify questions about the quantity of products by customers upon being
requested in an order or shipment.
dentify opinions and descriptions of a work-related events

Identify directions from simple and general road signs

Identify basic information about accommodations and travel plans
Identify information on a shipment label or address in a purchase order
Read and follow simple instructions on how to handle and transport
products

Write simple instructions to establish the location of a place

Write simple instructions on how to handle and transport products
Write short notes with information about travel plans
Write full sentences about opinions and descriptions of workrelated
events

47
 91 Av. Norte, entre 3a. y 7a.
Calle Pte. #326, Colonia Escaln,
San Salvador, El Salvador,
Centro Amrica
Tel.:(503)2264-8729
Fax: (503) 2264-8779
Cel.:(503) 7852-7295

Gerencia de Comunicaciones Institucional comunicaciones@insaforp.org.sv

Centro de Documentacin e Informacin documentacion@insaforp.org.sv
Edificio INSAFORP, final Calle Siemens, Parque Industrial Santa Elena, Antiguo Cuscatln,
Departamento de La Libertad. El Salvador, Centro Amrica.
PBX: 2244 1600. Pgina web: www.insaforp.org.sv