Assessment - English BPO SENA - Nodo Multilingüismo - 2021.

ENGLISH SKILLS RUBRIC

NAME OF THE GROUP: Customer service basic group.

DATE: December 7th 2021.

Levels of proficiency EXEMPLARY LEARNED BASIC APPRENTICE

___________________
10 8 6 3
Categories

LANGUAGE : 8 No problems with Few problems in Some problems Many problems

grammar or vocabulary. grammar and observed in grammar observed in grammar
Highly effective and vocabulary. Non- and vocabulary that and vocabulary that
understanding message effectiveness in the lead the listener to leads listener to
message. misunderstandings. misunderstandings.

ORGANIZATION:8 Easy to get the ideas. Not many difficulties to Difficulties to get the Many problems
The speaker gives get the ideas. The ideas. The message observed that make the
alternative options to be message is most of the needs to be guessed message be
understood. The time understandable. from other sources but understandable.
message is completely not the actual
understandable. production.

CONTENT: 8 The speaker provides The speaker provides The speaker does not The speaker faces
content with appropriate content enough to be provide content enough many troubles to
information to be understood. He/She to be understood. communicate the ideas.
understood. He/She says many words He/She says few words He/She says almost
says almost all words connected to the topic. connected to the topic. nothing.
connected to the topic.

PRONUNCIATION: Highly effective Slight problems in Some problems in Serious problems with
8 intonation. Proficient intonation. Word intonation. Word intonation. Amateurish
word stressing and stressing usually clear. stressing sometimes word stressing and
word linking. Distinctive Word sounds with slight unclear. Word sounds word linking. Awkward
and audible sounds problems. with lots of problems. sounds produced.
produced.

Overall Feedback: Taking into account both levels coursed with me I can say that the
group speaking in general has a good oral production. As a teacher, I feel pleased to see
that most of you are willing to participate in the online interactions and came with some
wonderful foundations to be part of this BPO program. Attitude and willing to learn are
important when it comes to improve and acquire a foreign language like English for
specific purposes, in this particular case for customer services. My feedback will be
summarized in the next aspects, paying attention to each of them separately might make a
huge difference in your learning process:

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A) Practice more conjugations of tenses: Most of you still struggle with this part which
is normal, taking into consideration that you guys are still in the process of acquiring
the correct foundations of English, however it is your job and responsibility to do
what is expected to improve this part.

B) Pronunciation of verbs in past simple (Regular and irregular): This is one specific
aspect most students struggle with, however reaching the point of pronouncing
verbs in past in the proper way takes time, effort and lots of study and practice.
When talking in past is essential to remember both irregular and regular verbs. I
strongly believe practicing tongue as well listening exercises could make a huge
difference in your pronunciation practice process. I really hope you can make the
most of the links shared below for this particular issue.

C) Avoid mixing tenses: This is an important aspect when speaking in English. If

someone requires from you to narrate an event in past, then do it in past. If you are
referring to a current event, then use present simple, if the action is in progress,
then use present continuous. Keep all this in mind in order to improve this part
regarding to grammar.

D) Control and avoid using “Filler words”: This is a tricky part. When giving our
opinions, it´s common to use filler words, especially when it comes to new learners
of a foreign language like English. At first, this could be a result of nervousness or
lack of proper vocabulary. Filler words can be a massive problem in the BPO
industry. Some call centers or contact centers even penalized agents when they
make use of them. The best way to avoid them, is by taking your time to organize
your words correctly before they come out of your mouth. Think twice before you
speak in order to gain time to give your opinion or provide any information without
ending in uncomfortable silent that will force you to use them. Getting rid of them is
completely possible and in the BPO field, extremely necessary.

E) Work on your self- confidence: Making mistakes is part of any process in life,
learning a new language it´s not an exception to this rule. We all must first go
through the trial and error equation. If we don´t fail, we don´t learn, as simple and
as complex as that. Don´t put too much pressure on yourself when it comes to your
learning process, however make sure you do something every day that will keep
you in contact in English in spite of not been living in an English speaking
environment (For instance, program your phone in English, listen to podcasts,
download apps that allow you to interact with native speakers, watch series without

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 subtitles, in short program your brain to think in English. That is the key to success
when learning a foreign language.

Resources for you to continue improving on your own:

https://www.youtube.com/watch?v=luAUeQ3sfUE
https://www.youtube.com/watch?v=ksYCNuctkmQ
https://www.youtube.com/watch?v=K2R6KQRmCIA&t=68s
https://chat.whatsapp.com/IkHPDmlFW0lLI8vameY1ZC?
fbclid=IwAR0DAkB4CIEqaSD0jLzG-RE2avZjEMhA9nlBfb6YtW5nTKF7UYayKXTyHNg
https://chat.whatsapp.com/JSwoHwiwDDG6s7ndYUtaIq?
fbclid=IwAR2Tm6sULBP4uxgQl0Bk0desPS6uADRp8UHHSJBPVJW7w8xMZPUxqtfXj
Dw
https://chat.whatsapp.com/GQM568RUqeNHVgfI0Lk2te?fbclid=IwAR0kZnr-
ktzhXkm30dT-hjvSs7u1yKsMGhswW6u5Eabfh-sLiOs8aMo93S0
https://www.facebook.com/groups/dancefree123?fbclid=IwAR3h6O1BdPXwA-
WqIlVnH3yzxtQ4_4RFX1oLig1epoSWWMSR5d98Piji_rQ
https://englishlessonsbrighton.co.uk/saying-large-numbers-english/
https://www.youtube.com/watch?v=spxGl07DmtM
https://hola.dancefree.com.co/?
fbclid=IwAR22eUgRzX6oFkU4i7EjmCwpdF38Ha2XQl5j5SAWmitE4I-cobCHrsLysZU
https://www.youtube.com/watch?v=DyAp3-H62ow&t=52s
https://www.grammarly.com/blog/30-grammar-mistakes-writers-should-avoi
https://www.babbel.com/en/magazine/how-to-improve-your-accent-with-these-5-
simple-tricks
https://www.reddit.com/r/JudgeMyAccent/
http://manwrites.com/how-journaling-can-improve-your-english-writing/
http://blog.tesol.org/developing-writing-skills-through-personal-journals/
https://ghostwritingllc.com/blog/websites-for-learning-english-writing-grammar/
https://www.youtube.com/watch?v=l5WuVFgh33Y&t=28s
https://www.youtube.com/watch?v=9Q9ItoUF3zI
https://latinamericanpost.com/27081-5-apps-to-practice-languages-with-native-
speakers
https://www.ef.com/wwen/blog/language/learn-english-with-these-5-free-podcasts/
https://elt.oup.com/?cc=co&selLanguage=en
https://www.fluentu.com/blog/best-language-exchange-a
https://www.ted.com
https://dictionary.cambridge.org/
https://americanenglish.state.gov/

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https://www.youtube.com/watch?v=wRMfS-ayjKM How to avoid filler words when
speaking English.
https://www.youtube.com/watch?v=Yd22FcJT_IY Getting rid of them of filler words.

https://preply.com/en/blog/the-best-10-podcasts-to-help-you-learn-english/
Learn English with 11 free podcasts.

https://learnenglish.britishcouncil.org/general-english/podcasts
https://www.ef.com/wwen/blog/language/best-youtube-channels-to-learn-english-at-
home/

https://www.youtube.com/watch?v=nELxxIC0ftw Narrative tenses in English: How to

use them properly.

https://www.conversationexchange.com/
https://www.easylanguageexchange.com/
https://www.coffeestrap.com/
https://es.lyricstraining.com/
https://realenglishforgamers.com/
https://oneminuteenglish.org/en/practice-speaking-english-online/
https://es.babbel.com/
https://www.memrise.com/
https://helloenglish.com/
https://www.oxfordinternationalenglish.com/

Social media Resources (Pages and teachers worth following):

https://www.instagram.com/businessenglishpodcast/
https://www.instagram.com/businessenglishpodcast/
https://www.instagram.com/english_idioms107/?hl=es
https://www.instagram.com/phrasalcards/?hl=es-la
https://www.instagram.com/idiom.land/?hl=es-la
https://www.instagram.com/freethinkingenglish_/?hl=es
https://www.instagram.com/mariaspeaksenglish/?hl=es
https://www.instagram.com/englishwithnab/?hl=es
https://www.instagram.com/franmonaj/?hl=es
https://www.instagram.com/cambridgeenglish/?hl=es
https://www.instagram.com/english4folks/?hl=es

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https://www.instagram.com/english.with.sheila/?hl=es
https://www.instagram.com/egrammartips/?hl=es

Some useful apps and websites:

https://latinamericanpost.com/27081-5-apps-to-practice-languages-with-
native-speakers

https://www.hongkiat.com/blog/mobile-apps-learn-english/

http://www.englishsnippets.com/lessons.html

Face to face language exchange: Thursdays at 7 p.m. Place: Caribbean team

bar in Parque Washington.

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