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School: “Sagrado Corazón de Jesús” 10th C.C.L.L. Grade Section: “B” Teacher: Ana Lucía

Unit 2 Leslie María Nuñez Marroquín

Key: 14

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Index Listening and Hearing .................................................................................................. 3

The Future of the Internet Case ..................................................................................................... 5

Homework ................................................................................................................................... 6

Action Tips for Efficient Use of the Phone ....................................................................... 7

Business Plan ................................................................................................................................... 9

Vocabulary ................................................................................................................................ 10

Presentation ...................................................................................................................................... 12

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Listening and Hearing

What is the difference between hearing and listening?

Hearing is a physical activity in which the sound waves are sent to the brain

and listening is a psychological process that allows us to attach meaning to

the patterns of energy.

Mention the three types of factors that complicate the listening

process and pose potential barriers.

Internal elements: people who speak too softly. The ability to listen

and makes sense of the sounds we are listening to regardless of the

distractions around us.

Environmental elements: it can be overloaded with too much

information, or it can be underutilized with too little. Since we can

listen faster than people can speak, we sometimes drift off.

Noise: refers to those sounds that are irrelevant to the conversation.

What two things can generate communication problems?

The noise and the environment in where someone makes the

conversation.

The things that the person are thinking about and it is not paining

attention.

What does CAA stand for and what does it mean?

The stand for is a big term for a simple process. And It means to take the other

person’s position– to advocate or express a point of view that runs counter to

your own attitude.

Mention, describe, and explain in your own words the three Action

Tips that you consider most important.

Listen for More than the Facts, we have to control our feelings and

emotion because the persons can feel offended.

Bite Your Tongue before Interrupting, we must not interrupt a

conversation, we have to wait for an appropriate time to talk and not

damage a conversation.

Prepare to Listen, we have to put aside everything we're doing to pay

attention to what someone else says.

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In your own words define the following:

o Faking attention: someone pretending to be attentive to something, but is

really not interested about it.

o Gatekeepers: person who controls access to a place. For example a

secretary.

o Listening capacity: is to understand and pay attention to what the other

person says.

o Wide asleep listener: when you look directly at someone, as if you are

paying attention, but your mind thinking about other things.

o Noise: is the sounds that are around in a conversation, and we don’t listen

well.

o Habit: is a routine that we repeated regularly about something.

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Homework The Future of the Internet Case

Probes:

1. If, in fact, the internet can provide many more ways that devices can

communicate with each other, what are some implications for

customer service?

It can be used for managing and controlling various devices. The third

parties can build software that services those devices, interacts with them,

and manages them.

2. What kinds of new expectations might customers hold regarding

online repairs, adjustments, and new features?

The announcements that involve networked devices almost daily.

Entertainment systems could be manageable through the network and even

household and office devices can be controlled via mobile phone.

3. Describe how such “futuristic” online services might possibly affect

organization you work in or are familiar with. Be creative.

May affect as there are more technology in different countries and we would

not have so many things to use to promote our sales.

Advantage and disadvantage of Web-based service:

The internet is a perfect way to sales things in an easier way.

Online knowledge bases make it possible for customer to answer their own

questions.

Many billions of devices use the Net to communicate each other.

E-service can provide additional benefits such as improved customer

relationship.

Traditional customer service channels, such as talking to a live agent on the

telephone.

Hyperlinks are those words or phrases that you can click on to get to

another place.

My personal opinion: is that web-services is good and is an easier way to

sale things or buy it. We can create an interesting blog to promote things or

just for fun. With an only one click we get to another page or we

communicate to another country. But they also have the disadvantage, we

cannot found the correct information that we are looking for, some things are

a lie. We have to care for about what we found.

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Homework

Read pg. 74 mentioning points to keep in mind about using blogs. Then, copy

each, illustrate it and explain in your own words.

Use blogs as a real-time online conversation: if it is a conversation about the

issue you have to be in the conversation too.

Remember the 80/20 rule: 20 percent of people are interesting reading

blogs.

Understand that almost one-third of all U.S.: the customer service

communication are high, because they read much of forums.

Reach out to bloggers who follow your issues: do conference calls with the

customers.

Submit posts/comments from your organization’s leaders on blogs: you

have to be able to be part of the conversation.

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Action Tips for Efficient Use of the Phone

1. When calling others, ask: “is this is a convenient time to talk?”

You have to answer the question. If it is not a good time you have to

organize your time to make a space and talk with that person in a

convenient time.

2. Take messages cheerfully and accurately

Have keywords and phrases to give the message to others and be sure to

give the right message to the right people. In a company should be given a

complete message.

3. Make your getting message efficient

When you're not available, the voice message need not be very long and

too clever. Assure the caller you will return the call.

4. Learn to use your phone’s features

Take time to read the manual that brings the phones or you can call to the

service provider. the basic phone system are the high button and call

transfer, be careful not to be too abrupt, ask to the costumer if it is okay if

you put them on hold for.

5. Plan your outgoing calls for efficiency

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Make a small conversation in strive of business call a not be abrupt, you

have to plan what you will say, and tell what is the propose of your call.

6. Don’t let the telephone interrupt an important live conversation

When you're talking to a person, do not make the phone call is more

important than the person you converse. Answer the call, but excuse

yourself and return the call at a convenient time.

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Business Plan

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Benchmarking It is the process of comparing one's business processes and performance metrics to industry bests or best practices from other industries.

Blog It is a website containing a writer´s or

group of writers' own experiences, observations, opinions, etc, and often having images and links to other websites.

Click path It is the sequence of hyperlinks one or

more website visitors follows on a given site, presented in the order viewed

E-service It´s (short for electronic service)

represents one prominent application of utilizing the use of information and communication technologies (ICTs) in different areas.

FAQs(Frequently asked questions)

Are listed questions and answers, all supposed to be commonly asked in some context, and pertaining to a particular topic. The format is commonly used on email mailing lists and other online forums, where certain common questions tend to recur

Knowledge base

(KB) is a technology used to store complex structured and unstructured information used by a computer system.

Live chat Is like email on steroids or a phone call

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using text. The users involved are generally responding in real time, using short statements, abbreviations, “emoticons”, and other shared shorthand communications.

Online forum Is an online discussion site where people can hold conversations in the form of posted messages. They differ from chat rooms in that messages are often longer than one line of text, and are at least temporarily archived.

Redundant services

Is a process through which additional or alternate instances of network devices, equipment and communication mediums are installed within network infrastructure

SNS (Social networking sites)

any Web sitethat enables users to create public profiles within that Web site and form relationships with other users of the same Web site who access their profile

Spamming Is the use of electronic messaging systems to send unsolicited bulk messages (spam), especially advertising, indiscriminately.

Web chat Is a system that allows users to

communicate in real time using easily accessible web interfaces. It is a type of internet online chat distinguished by its simplicity and accessibility to users who do not wish to take the time to install and learn to use specialized chat software.

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