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 1Rights & Duties Essentials
Part 3 Access to Unemployment Benefit
Part 2 Formal vs Plain English
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.
Give advice according to the needs of the user/beneficiary.
Communicate on the phone in different scenarios.
Explain how to apply for a jobseeker’s allowance.
Learning goals
By the end of this class, students should:
01
be familiar with key vocabulary and phrases related to the Rights and Duties;
be able to explain the Rights and Duties in plain English, focusing on the relevant information;
02
be able to explain the conditions of access to the unemployment benefit in plain English.
03
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
Rights and Duties:- Literal translation & Plain English version
- Deadlines checklist
- Key vocabulary & exercises
Rights & Duties
1. Register focusA Word file will be shared with 2 versions of the translation so that we can discuss the differences and the impact in communication. 2. Vocabulary focus We are going to zoom in on relevant vocabulary - action verbs, time and frequency expressions and adjectives - to allow you to improve your autonomy when talking about this topic and to keep the information you provide accurate. 3. Vocabulary practice We will be doing exercises as we go over the vocabulary to boost active studying and learning.
Part 2
Rights & Duties - Formal vs Plain English:
Rights & Duties | Formal vs Plain English
Being able to clearly and accurately explain the rules to citizens has a tremendous impact on reducing the amount of non-compliant occurrences, among other advantages. The following activity offers an opportunity to practice your rephrasing skills. Each card contains a sentence/phrase in formal English and you must rephrase it in plain English while keeping the information accurate. A PDF file will be archived after class so you can revisit this activity, if you wish.
Rights & Duties | Formal vs Plain English
Formal English
Formal English
Formal English
Formal English
Formal English
Formal English
Formal English
Formal English
Formal English
Formal English
Plain English
Plain English
Plain English
Plain English
Plain English
Plain English
Plain English
Plain English
Plain English
Plain English
"Tell us if you are leaving the country and for how long."
"You need a document from a doctor to prove you are too sick to work."
"If you miss your first training or job offer, your registration will stop."
"You must inform us of anything that might change or stop your payments."
"Registration for employment entails a set of rights and duties."
"Failure to comply may lead to the cancellation of the registration."
"To benefit from the interventions necessary to improve their employability profile."
"To communicate, at least 30 days in advance, the intention to take the annual exemption."
"Within 5 working days of becoming aware of the fact."
"Certifying temporary incapacity for work is carried out by competent services."
"Any fact that determines the suspension or termination of benefits."
"The first non-compliance with the duties determines the cancellation."
"Absence from national territory and the respective period."
"The beneficiary may lodge a non-contentious appeal."
"When you sign up for work, you have rules to follow and rights to help you."
"You have 5 working days to tell us after something changes."
"You must tell us 30 days before you want to take your 30-day holiday."
"We will help you get the training or skills you need to find a job."
"You can officially complain/appeal if you think the decision is unfair."
"If you don't follow the rules, we will have to stop your registration."
Title
Use this side to give more information about a topic.
Subtitle
Part 3
Access to the Unemployment Benefit:- Key vocabulary
- Activities
- Video summary
Access to the Unemployment Benefit
We are now going to cover how to explain the conditions to claim the unemployment benefit. We'll start with the key vocabulary and will move on to practicing.All the necessary support files will be shared before class.
Access to the Unemployment Benefit
Text: Presentation Example
Video summary
These resources will be shared with you
Self-study
To boost your vocabulary, you may read the information about the UK.
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 11
Cristina Silva
Created on April 22, 2026
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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 1Rights & Duties Essentials
Part 3 Access to Unemployment Benefit
Part 2 Formal vs Plain English
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.
Give advice according to the needs of the user/beneficiary.
Communicate on the phone in different scenarios.
Explain how to apply for a jobseeker’s allowance.
Learning goals
By the end of this class, students should:
01
be familiar with key vocabulary and phrases related to the Rights and Duties;
be able to explain the Rights and Duties in plain English, focusing on the relevant information;
02
be able to explain the conditions of access to the unemployment benefit in plain English.
03
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
Rights and Duties:- Literal translation & Plain English version
- Deadlines checklist
- Key vocabulary & exercises
Rights & Duties
1. Register focusA Word file will be shared with 2 versions of the translation so that we can discuss the differences and the impact in communication. 2. Vocabulary focus We are going to zoom in on relevant vocabulary - action verbs, time and frequency expressions and adjectives - to allow you to improve your autonomy when talking about this topic and to keep the information you provide accurate. 3. Vocabulary practice We will be doing exercises as we go over the vocabulary to boost active studying and learning.
Part 2
Rights & Duties - Formal vs Plain English:- Rephrasing activity
Rights & Duties | Formal vs Plain English
Being able to clearly and accurately explain the rules to citizens has a tremendous impact on reducing the amount of non-compliant occurrences, among other advantages. The following activity offers an opportunity to practice your rephrasing skills. Each card contains a sentence/phrase in formal English and you must rephrase it in plain English while keeping the information accurate. A PDF file will be archived after class so you can revisit this activity, if you wish.
Rights & Duties | Formal vs Plain English
Formal English
Formal English
Formal English
Formal English
Formal English
Formal English
Formal English
Formal English
Formal English
Formal English
Plain English
Plain English
Plain English
Plain English
Plain English
Plain English
Plain English
Plain English
Plain English
Plain English
"Tell us if you are leaving the country and for how long."
"You need a document from a doctor to prove you are too sick to work."
"If you miss your first training or job offer, your registration will stop."
"You must inform us of anything that might change or stop your payments."
"Registration for employment entails a set of rights and duties."
"Failure to comply may lead to the cancellation of the registration."
"To benefit from the interventions necessary to improve their employability profile."
"To communicate, at least 30 days in advance, the intention to take the annual exemption."
"Within 5 working days of becoming aware of the fact."
"Certifying temporary incapacity for work is carried out by competent services."
"Any fact that determines the suspension or termination of benefits."
"The first non-compliance with the duties determines the cancellation."
"Absence from national territory and the respective period."
"The beneficiary may lodge a non-contentious appeal."
"When you sign up for work, you have rules to follow and rights to help you."
"You have 5 working days to tell us after something changes."
"You must tell us 30 days before you want to take your 30-day holiday."
"We will help you get the training or skills you need to find a job."
"You can officially complain/appeal if you think the decision is unfair."
"If you don't follow the rules, we will have to stop your registration."
Title
Use this side to give more information about a topic.
Subtitle
Part 3
Access to the Unemployment Benefit:- Key vocabulary
- Activities
- Video summary
Access to the Unemployment Benefit
We are now going to cover how to explain the conditions to claim the unemployment benefit. We'll start with the key vocabulary and will move on to practicing.All the necessary support files will be shared before class.
Access to the Unemployment Benefit
Text: Presentation Example
Video summary
These resources will be shared with you
Self-study
To boost your vocabulary, you may read the information about the UK.
Contacts
cristina.silva@iefp.pt
91 011 33 52
I'm on WhatsApp Please remember to identify yourself
LessonLearned!
Thank you.