IEFP
English for Customer Service
Teacher Cristina Silva2026
START
Welcome
IEFP
English for Customer Service
This course was designed with your needs in mind, so take the most of it.
Index
Part 1 CV & Skills Essentials
Part 2 Offering Guidance & Feedback
Let's Practice!
Self-study resources
Expected learning outcomes
Explain the services offered by the Job Centre/Training Centre and the conditions of access.
Conduct an interview to create a user/beneficiary file: personal data and other relevant info.
Interview a user/beneficiary with a focus on the CV.
Make, cancel and move appointments.
Communicate on the phone in different scenarios.
Give advice according to the needs of the user/beneficiary.
Explain how to apply for a jobseeker’s allowance.
Learning goals
By the end of this class, students should:
01
be familiar with essential vocabulary and phrases related to CVs, transferable skills/soft skills, IT & language levels;
be able to use key phrases for offering guidance and feedback regarding the CV;
02
03
use language strategies to soften direct advice;
be able to role-play a short interview in which they analyse and give feedback on the CV and skills, according to the job seeker's profile.
04
English Class Rules
3. TRUST THE TEACHER.
2. BE WILLING TO TRY.
1. DON'T PANIC!
AND... don't forget to have fun!
Remember
Learn key vocabulary
Class practice
Use it at work
Part 1
CV and skills essentials:- Types of CV
- Transferable skills
- IT and language levels
- Power verbs
- Action Verb + Task + Result formula
- Practice activities
CV & Transferable Skills Essential Vocabulary
2 separate PDF files will be shared with the support material: 1. CV and skills essential vocabulary (types of CV and how to describe them, list of transferable/soft skills and tips on how to show them in the CV, power verbs to refer these skills, IT and language levels). 2. Skills power verbs and results activity for you to practice the Action Verb + Task + Result formula, to best advise job seekers.
IT & Language Levels | Useful Links
Below are the links to the table that summarises language levels:
DigComp 3.05 IT competence areas and IT literacy levels
CEFR Language Levels
Níveis de Língua no QECR
Em Português
IT & Language Levels | Practice
In the following pages you have 6 scenarios to help you develop the ability to identify IT and language skills in your job. After each scenario, you can check the correct answer. This is a self-study task, but if you have any uestions, feel free to contact your teacher. Good work!
IT & Language Levels | Practice
Read each of the following scenarios and identify the correct IT or language level:
1. The "Data Entry" Profile "I use a computer every day to enter customer names and addresses into our database. I know how to check my emails and browse the web, but if the database crashes or if I need to use a new program, I always have to ask my supervisor for help."
IT & Language Levels | Practice
Read each of the following scenarios and identify the correct IT or language level:
1. The "Data Entry" Profile "I use a computer every day to enter customer names and addresses into our database. I know how to check my emails and browse the web, but if the database crashes or if I need to use a new program, I always have to ask my supervisor for help."
Advisor's Recommendation: Basic / Beginner. Rationale: Performs routine tasks but lacks independence/troubleshooting skills.
IT & Language Levels | Practice
Read each of the following scenarios and identify the correct IT or language level:
2. The "Office Power User"
"In my last job, I used Word to create reports and Excel to track our stock. I can create formulas, use filters, and build charts. I’m comfortable working alone on these programs, though I don’t know how to write code or do anything too technical."
IT & Language Levels | Practice
Read each of the following scenarios and identify the correct IT or language level:
2. The "Office Power User"
"In my last job, I used Word to create reports and Excel to track our stock. I can create formulas, use filters, and build charts. I’m comfortable working alone on these programs, though I don’t know how to write code or do anything too technical."
Advisor's Recommendation: Intermediate / Proficient. Rationale: Independent and comfortable with core professional features.
IT & Language Levels | Practice
Read each of the following scenarios and identify the correct IT or language level:
3. The "Tech Problem-Solver"
"I’m the person everyone comes to when they have a problem. I’ve automated our monthly spreadsheets using Macros, I manage our team’s SharePoint site, and I’ve even conducted workshops to teach the rest of the staff how to use our new CRM software."
IT & Language Levels | Practice
Read each of the following scenarios and identify the correct IT or language level:
3. The "Tech Problem-Solver"
"I’m the person everyone comes to when they have a problem. I’ve automated our monthly spreadsheets using Macros, I manage our team’s SharePoint site, and I’ve even conducted workshops to teach the rest of the staff how to use our new CRM software."
Advisor's Recommendation: Advanced / Expert. Rationale: Can automate processes and train others.
IT & Language Levels | Practice
Read each of the following scenarios and identify the correct IT or language level:
4. The "Holiday Speaker"
"I can order food in a restaurant, ask for directions, and introduce myself. I understand the main point if someone speaks slowly and clearly, but I find it impossible to follow a fast conversation or watch a movie without subtitles."
Advisor's Recommendation: Basic (A2). Rationale: Limited to simple, everyday needs and slow communication.
IT & Language Levels | Practice
Read each of the following scenarios and identify the correct IT or language level:
5. The "Business Professional"
"I use English daily to email international clients. I can lead meetings and give presentations about my work. I occasionally make small grammar mistakes when I’m tired, but they never stop me from being understood or doing my job well."
IT & Language Levels | Practice
Read each of the following scenarios and identify the correct IT or language level:
5. The "Business Professional"
"I use English daily to email international clients. I can lead meetings and give presentations about my work. I occasionally make small grammar mistakes when I’m tired, but they never stop me from being understood or doing my job well."
Advisor's Recommendation: Upper-Intermediate / Advanced (B2/C1). Rationale: Can use the language flexibly for professional purposes.
IT & Language Levels | Practice
Read each of the following scenarios and identify the correct IT or language level:
6. The "Social Butterfly"
"I can talk about my hobbies and my family easily. If I go to a conference, I can understand the general topics, but I struggle to write a formal technical report or use very specific professional vocabulary."
Advisor's Recommendation: Intermediate (B1). Rationale: Independent in familiar/social topics but lacks professional "polish".
Part 2
Offering guidance and feedback on the CV:- Key phrases
- Softening direct advice
- Practice activities
Offering Guidance and Feedback
2 separate PDF files will be shared with the support material: 1. Offering guidance and feedback phrase bank (different phrases you may use to communicate with the job seekers, organised in 2 levels: basic and advanced - choose your favourites). 2. Softening direct advice writing activity for you to practice empathic and assertive speech using "Maybe..." or "You might want to...".
Let's practice!
Offering guidance & feedback | Inerview role-playing
Offering guidance & feedback | Inerview role-playing
Speaking activity scenariosA separate PDF file will be shared to allow you to do this activity in pairs, in breakout rooms. The PDF contains 4 scenarios with the prompts for what you need to say. Make sure you use complete sentences and the verbs in the Past Simple. As usual, be ready to role-play one scenario for the class.
Self-study
List of Action Verbs for CV
Contacts
cristina.silva@iefp.pt
91 011 33 52
I'm on WhatsApp Please remember to identify yourself
LessonLearned!
Thank you.
English for Customer Service 9
Cristina Silva
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Transcript
IEFP
English for Customer Service
Teacher Cristina Silva2026
START
Welcome
IEFP
English for Customer Service
This course was designed with your needs in mind, so take the most of it.
Index
Part 1 CV & Skills Essentials
Part 2 Offering Guidance & Feedback
Let's Practice!
Self-study resources
Expected learning outcomes
Explain the services offered by the Job Centre/Training Centre and the conditions of access.
Conduct an interview to create a user/beneficiary file: personal data and other relevant info.
Interview a user/beneficiary with a focus on the CV.
Make, cancel and move appointments.
Communicate on the phone in different scenarios.
Give advice according to the needs of the user/beneficiary.
Explain how to apply for a jobseeker’s allowance.
Learning goals
By the end of this class, students should:
01
be familiar with essential vocabulary and phrases related to CVs, transferable skills/soft skills, IT & language levels;
be able to use key phrases for offering guidance and feedback regarding the CV;
02
03
use language strategies to soften direct advice;
be able to role-play a short interview in which they analyse and give feedback on the CV and skills, according to the job seeker's profile.
04
English Class Rules
3. TRUST THE TEACHER.
2. BE WILLING TO TRY.
1. DON'T PANIC!
AND... don't forget to have fun!
Remember
Learn key vocabulary
Class practice
Use it at work
Part 1
CV and skills essentials:- Types of CV
- Transferable skills
- IT and language levels
- Power verbs
- Action Verb + Task + Result formula
- Practice activities
CV & Transferable Skills Essential Vocabulary
2 separate PDF files will be shared with the support material: 1. CV and skills essential vocabulary (types of CV and how to describe them, list of transferable/soft skills and tips on how to show them in the CV, power verbs to refer these skills, IT and language levels). 2. Skills power verbs and results activity for you to practice the Action Verb + Task + Result formula, to best advise job seekers.
IT & Language Levels | Useful Links
Below are the links to the table that summarises language levels:
DigComp 3.05 IT competence areas and IT literacy levels
CEFR Language Levels
Níveis de Língua no QECR
Em Português
IT & Language Levels | Practice
In the following pages you have 6 scenarios to help you develop the ability to identify IT and language skills in your job. After each scenario, you can check the correct answer. This is a self-study task, but if you have any uestions, feel free to contact your teacher. Good work!
IT & Language Levels | Practice
Read each of the following scenarios and identify the correct IT or language level:
1. The "Data Entry" Profile "I use a computer every day to enter customer names and addresses into our database. I know how to check my emails and browse the web, but if the database crashes or if I need to use a new program, I always have to ask my supervisor for help."
IT & Language Levels | Practice
Read each of the following scenarios and identify the correct IT or language level:
1. The "Data Entry" Profile "I use a computer every day to enter customer names and addresses into our database. I know how to check my emails and browse the web, but if the database crashes or if I need to use a new program, I always have to ask my supervisor for help."
Advisor's Recommendation: Basic / Beginner. Rationale: Performs routine tasks but lacks independence/troubleshooting skills.
IT & Language Levels | Practice
Read each of the following scenarios and identify the correct IT or language level:
2. The "Office Power User" "In my last job, I used Word to create reports and Excel to track our stock. I can create formulas, use filters, and build charts. I’m comfortable working alone on these programs, though I don’t know how to write code or do anything too technical."
IT & Language Levels | Practice
Read each of the following scenarios and identify the correct IT or language level:
2. The "Office Power User" "In my last job, I used Word to create reports and Excel to track our stock. I can create formulas, use filters, and build charts. I’m comfortable working alone on these programs, though I don’t know how to write code or do anything too technical."
Advisor's Recommendation: Intermediate / Proficient. Rationale: Independent and comfortable with core professional features.
IT & Language Levels | Practice
Read each of the following scenarios and identify the correct IT or language level:
3. The "Tech Problem-Solver" "I’m the person everyone comes to when they have a problem. I’ve automated our monthly spreadsheets using Macros, I manage our team’s SharePoint site, and I’ve even conducted workshops to teach the rest of the staff how to use our new CRM software."
IT & Language Levels | Practice
Read each of the following scenarios and identify the correct IT or language level:
3. The "Tech Problem-Solver" "I’m the person everyone comes to when they have a problem. I’ve automated our monthly spreadsheets using Macros, I manage our team’s SharePoint site, and I’ve even conducted workshops to teach the rest of the staff how to use our new CRM software."
Advisor's Recommendation: Advanced / Expert. Rationale: Can automate processes and train others.
IT & Language Levels | Practice
Read each of the following scenarios and identify the correct IT or language level:
4. The "Holiday Speaker" "I can order food in a restaurant, ask for directions, and introduce myself. I understand the main point if someone speaks slowly and clearly, but I find it impossible to follow a fast conversation or watch a movie without subtitles."
Advisor's Recommendation: Basic (A2). Rationale: Limited to simple, everyday needs and slow communication.
IT & Language Levels | Practice
Read each of the following scenarios and identify the correct IT or language level:
5. The "Business Professional" "I use English daily to email international clients. I can lead meetings and give presentations about my work. I occasionally make small grammar mistakes when I’m tired, but they never stop me from being understood or doing my job well."
IT & Language Levels | Practice
Read each of the following scenarios and identify the correct IT or language level:
5. The "Business Professional" "I use English daily to email international clients. I can lead meetings and give presentations about my work. I occasionally make small grammar mistakes when I’m tired, but they never stop me from being understood or doing my job well."
Advisor's Recommendation: Upper-Intermediate / Advanced (B2/C1). Rationale: Can use the language flexibly for professional purposes.
IT & Language Levels | Practice
Read each of the following scenarios and identify the correct IT or language level:
6. The "Social Butterfly" "I can talk about my hobbies and my family easily. If I go to a conference, I can understand the general topics, but I struggle to write a formal technical report or use very specific professional vocabulary."
Advisor's Recommendation: Intermediate (B1). Rationale: Independent in familiar/social topics but lacks professional "polish".
Part 2
Offering guidance and feedback on the CV:- Key phrases
- Softening direct advice
- Practice activities
Offering Guidance and Feedback
2 separate PDF files will be shared with the support material: 1. Offering guidance and feedback phrase bank (different phrases you may use to communicate with the job seekers, organised in 2 levels: basic and advanced - choose your favourites). 2. Softening direct advice writing activity for you to practice empathic and assertive speech using "Maybe..." or "You might want to...".
Let's practice!
Offering guidance & feedback | Inerview role-playing
Offering guidance & feedback | Inerview role-playing
Speaking activity scenariosA separate PDF file will be shared to allow you to do this activity in pairs, in breakout rooms. The PDF contains 4 scenarios with the prompts for what you need to say. Make sure you use complete sentences and the verbs in the Past Simple. As usual, be ready to role-play one scenario for the class.
Self-study
List of Action Verbs for CV
Contacts
cristina.silva@iefp.pt
91 011 33 52
I'm on WhatsApp Please remember to identify yourself
LessonLearned!
Thank you.