INSTITUTO DR.

LORENZO CERVANTES
BTP-ASISTENTE EJECUTIVO BILINGÜE
I TERN - II SEMESTER-2024
CONVERSATIONAL ENGLISH WORKSHOP Mrs. Claudia Benítez
12th GRADE 1 AND 2

UNIT I: FINANCIAL LITERACY

Financial literacy refers to the knowledge and understanding of financial concepts and principles that enables
individuals to make informed and effective decisions with their money. It involves skills such as budgeting,
saving, investing, managing debt, understanding financial products (like loans and insurance), and planning for
the future.
Importance:
Financial literacy is crucial for individuals to achieve financial stability and success. It empowers people to:
 Manage personal finances effectively.
 Make informed decisions about savings and investments.
 Avoid debt traps and manage debt responsibly.
 Plan for retirement and other long-term financial goals.
 Understand financial risks and protect themselves financially.
Improving financial literacy helps individuals navigate the complexities of the financial world and make sound
financial decisions that align with their goals and values.

FUNDAMENTAL COMPONENTS OF FINANCIAL LITERACY

Financial literacy is comprised of several financial components and skills that enable an individual to gain
knowledge about effective money and debt management. The fundamental components of financial literacy
that should be learned are listed below –
Budgeting
The size of the budget is determined by the four basic uses of money
in budgeting: spending, investing, saving, and giving. By striking the
proper balance between the basic uses of money, people can better
utilize their income and achieve financial stability and prosperity. In
general, a budget should be created to pay off all current debt while
setting aside money for savings and wise investments.
Investing
Those seeking financial education should educate themselves on
important aspects of investing. Interest rates, price ranges,
diversification, risk-reduction strategies, and indexes are just a few of
the things that investors should learn about in order to make
profitable investments.
Taxation
Learning about the various taxation systems and how they impact a
person’s net income is necessary to develop financial literacy. Whether the money comes from a job, an
investment, a rental property, an inheritance, or something unanticipated, every type of income is taxed
differently. Financial performance and economic stability are facilitated by understanding the various income
tax rates.
Borrowing
In the majority of circumstances, almost everyone must borrow money at some point in their lives. To ensure
that borrowing is done effectively, it is crucial to comprehend interest rates, compound interest, the time
 INSTITUTO DR. LORENZO CERVANTES
BTP-ASISTENTE EJECUTIVO BILINGÜE
I TERN - II SEMESTER-2024
value of money, payment terms, and loan arrangements. A person’s financial literacy will increase if the
aforementioned criteria are completely understood, leading to more useful borrowing advice and a decrease
in long-term financial stress.

BUSINESS PLANNING
Business planning is the process of setting goals for a business and developing strategies to achieve them. It
involves outlining the objectives, strategies, resources, and actions required to start and grow a business
successfully.

Components of Business Planning:

1. Executive Summary:
A concise overview of the business plan, summarizing the key points and objectives.
2. Business Description: Detailed
information about the business, its products or services, target market, competitive advantage, and
business model.
3. Market Analysis:
Research and analysis of the industry, market trends, customer needs, competitors, and potential
market size.
4. Organization and Management:
Structure of the business, roles and responsibilities of key personnel, and organizational chart.
5. Products or Services:
Description of products or services offered, their features, benefits, pricing strategy, and
differentiation.
6. Marketing and Sales Strategy:
Plans for promoting and selling products or services, including marketing channels, sales tactics,
pricing, and customer acquisition strategies.
7. Funding Request (if applicable):
Details of funding requirements, how funds will be used, and financial projections.
8. Financial Projections:
Forecasted financial statements (income statement, balance sheet, cash flow statement) for a specified
period, typically three to five years.
9. Appendix:
Additional documents or information that support the business plan, such as resumes of key team
members, market research data, and legal documents.

GOALS
A goal is an idea of the future or desired result that a person or a group of people envision, plan and commit
to achieve.

Types of Goals
Goals can be broadly categorized into:
1. Short-term Goals: Goals that can be achieved in the near future, typically within one year or less.
Example: Saving for a vacation or paying off credit card debt.
2. Long-term Goals: Goals that take longer to achieve, often several years or more. Example: Buying a
home, funding children's education, or retiring comfortably.
 INSTITUTO DR. LORENZO CERVANTES
BTP-ASISTENTE EJECUTIVO BILINGÜE
I TERN - II SEMESTER-2024
SMART GOALS:
SMART is an acronym that stands for Specific, Measurable, Achievable, Relevant, and Time-bound. SMART
goals help individuals and businesses set clear and actionable objectives. A SMART goal should include:
 Specific: Clearly defined and specific about what is to be achieved.
 Measurable: Includes criteria for measuring progress and success.
 Achievable: Realistic and attainable within the resources and constraints available.
 Relevant: Aligns with overall objectives and priorities.
 Time-bound: Includes a deadline or timeframe for achieving the goal.
Implementing SMART goals ensures clarity, accountability, and a higher likelihood of success in achieving both
personal and business objectives.

EXAMPLES OF SMART GOALS

Financial Management (Business)

 Specific: Save $5,000 for an emergency fund in one year.
 Measurable: Set aside $100 per week into a designated savings account.
 Achievable: Cut down on discretionary spending and review budget monthly.
 Relevant: Establish financial security and prepare for unexpected expenses.
 Time-bound: Reach savings goal by the end of the current calendar year.

Reading Improvement (personal)

 Specific: Improve reading fluency by practicing reading aloud.
 Measurable: Track reading speed and comprehension with weekly reading passages.
 Achievable: Read aloud for 15 minutes every day after school.
 Relevant: Enhance reading skills to perform better on reading comprehension tests.
 Time-bound: Increase reading speed by 20 words per minute within two months.

TASK

 Write business and personal smart goals in groups of 3.

 INSTITUTO DR. LORENZO CERVANTES
BTP-ASISTENTE EJECUTIVO BILINGÜE
I TERN - II SEMESTER-2024
UNIT II: DECISION MAKING
Decision Making refers to the process of identifying and choosing alternatives based on the values,
preferences, and beliefs of the decision-maker. It involves evaluating different options and selecting the most
suitable one to achieve a specific goal or solve a problem.

Importance of Decision Making:

1. Problem Solving: Effective decision making is crucial for solving problems and addressing challenges
in various aspects of life, whether personal, professional, or organizational.
2. Achieving Goals: Decisions help in achieving individual and organizational goals by determining the
best course of action.
3. Resource Allocation: Decision making involves allocating resources such as time, money, and
manpower efficiently.
4. Risk Management: Making informed decisions involves evaluating risks and uncertainties, thereby
minimizing potential negative outcomes.
5. Innovation and Growth: Decision making can foster innovation and drive growth by exploring new
opportunities and strategies.

Process of Decision Making:

While decision-making processes can vary depending on the context and complexity of the decision, they
generally involve the following steps:
1. Identifying the Decision:
Recognizing that a decision needs to be made and clearly defining the problem or opportunity.
2. Gathering Information:
Collecting relevant information and data about the options available, potential outcomes, and
consequences.
3. Identifying Alternatives:
Generating possible alternatives or solutions to address the problem or achieve the goal.
4. Evaluating Alternatives:
Assessing each alternative based on criteria such as feasibility, effectiveness, costs, benefits, and risks.
5. Making the Decision:
Selecting the best alternative after considering all the information and analysis.
6. Implementing the Decision:
Putting the chosen alternative into action.
7. Evaluating the Outcome:
Monitoring and evaluating the outcomes of the decision to determine its effectiveness and making
adjustments if necessary.

TASK
 Make 5 groups to read and analyze each case. Make a decision and present it in front of the class.

Here are a few case studies that you can analyze to practice decision making:
1. Choosing Between Job Offers:
You have received job offers from two different companies. Company A offers a higher salary but
longer commuting distance, while Company B offers a slightly lower salary but a shorter commute and
more flexible working hours. Analyze the pros and cons of each offer based on your career goals, work-
 INSTITUTO DR. LORENZO CERVANTES
BTP-ASISTENTE EJECUTIVO BILINGÜE
I TERN - II SEMESTER-2024
life balance preferences, and long-term career prospects. Decide which job offer aligns best with your
priorities and make your decision.

2. Buying a New Smartphone:

You are in the market for a new smartphone and have narrowed down your choices to two models from
different brands. Model A has better camera quality and a longer battery life but is more expensive.
Model B is more affordable and has similar features, but with slightly less performance. Analyze the
features, prices, and reviews of each model, consider your budget and usage preferences, and decide
which smartphone to purchase.

3. Choosing a Vacation Destination: You are planning a vacation and have two destination options in
mind: a beach resort in a tropical location or a cultural city with historical landmarks. Analyze the
attractions, costs, travel time, and activities available at each destination. Consider your preferences for
relaxation versus exploration, budget considerations, and travel logistics. Decide which destination
offers the best experience for your vacation.

4. Selecting a College Major:

You are a high school senior deciding on a college major. You have interests in both computer science
and biology. Analyze the curriculum, career prospects, job opportunities, and personal interests for each
major. Consider factors such as your academic strengths, long-term career goals, and passion for the
subject. Decide which major aligns best with your strengths and career aspirations.

5. Buying a Car: You are in the market for a new car and have narrowed down your choices to two
models with similar features and prices. Model X is known for its reliability and fuel efficiency, while
Model Y offers more advanced technology features and a sportier design. Analyze the specifications,
maintenance costs, resale value, and your driving preferences (e.g., city vs. highway driving). Decide
which car meets your transportation needs and preferences.
 INSTITUTO DR. LORENZO CERVANTES
BTP-ASISTENTE EJECUTIVO BILINGÜE
I TERN - II SEMESTER-2024
UNIT III: BUDGETING

A budget is a financial plan that outlines an organization's or individual's expected income and expenditures
over a specific period, typically one year. It serves as a roadmap for managing finances and achieving financial
goals. Building a budget involves several key components and steps:

Components of a Budget:

1. Income:
o Sources of revenue or income, such as sales revenue, investments, grants, etc.
o Include both recurring and one-time sources of income.

2. Expenses:
o Fixed Expenses: Regular, predictable costs that remain constant (e.g., rent, salaries).
o Variable Expenses: Costs that fluctuate based on business activities (e.g., utilities, raw materials).
o One-time Expenses: Non-recurring costs (e.g., equipment purchase, renovation).

3. Capital Expenditures:
o Investments in long-term assets (e.g., property, equipment) that provide future benefits.

4. Debt Repayment:
o Payments toward loans, credit lines, or other forms of debt.

5. Contingency or Reserve:
o A buffer for unexpected expenses or emergencies.

Steps to Build a Budget:

1. Set Goals and Objectives:

o Define financial goals (e.g., revenue targets, cost reduction goals) that the budget will help achieve.

2. Gather Financial Data:

o Collect historical financial statements (income statement, balance sheet) and past budgets.
o Gather forecasts or estimates for future sales, expenses, and other financial variables.

3. Estimate Income:
o Project expected revenue based on sales forecasts, contracts, investments, etc.
o Consider different scenarios (e.g., best-case, worst-case) for more accurate projections.

4. List and Categorize Expenses:

o Identify and categorize fixed, variable, and one-time expenses.
o Include necessary expenses to operate the business and achieve goals.

5. Calculate Net Income:

o Subtract total expenses from total income to determine net income (profit) or loss.

6. Allocate Funds:
 INSTITUTO DR. LORENZO CERVANTES
BTP-ASISTENTE EJECUTIVO BILINGÜE
I TERN - II SEMESTER-2024
o Determine how much to allocate to each expense category.
o Prioritize spending based on strategic goals and financial constraints.

7. Review and Adjust:

o Evaluate the budget for feasibility and alignment with goals.
o Make adjustments as necessary to ensure the budget is realistic and achievable.

8. Monitor and Control:

o Implement financial controls to monitor actual performance against the budget.
o Review regularly and make adjustments to stay on track and respond to changes.

9. Communicate and Implement:

o Share the budget with relevant stakeholders (management, department heads) for buy-in and
implementation.
o Ensure everyone understands their roles and responsibilities in adhering to the budget.

10. Review and Update Regularly:

o Conduct periodic reviews (monthly, quarterly) to compare actual financial results with the budget.
o Update the budget as needed based on changes in business conditions or financial performance.

By following these steps and understanding the components of a budget, individuals and organizations can
effectively manage their finances, make informed decisions, and work towards achieving their financial
objectives.

SHORT STORY OF SOMEONE WHO MADE HIS/HER OWN BUDGET

Sarah had always been a meticulous planner. From an early age, she understood the importance of managing
money wisely. After graduating from college and landing her first job, she decided it was time to take full
control of her finances.
She started by gathering all her financial documents—pay stubs, bills, and bank statements. With a clear
picture of her income and expenses, Sarah began crafting her budget. She categorized her expenses into fixed
costs like rent and utilities, variable costs such as groceries and entertainment, and savings goals like an
emergency fund and retirement contributions.
Sarah was determined to stick to her budget. She set specific spending limits for each category and diligently
tracked every expense using a budgeting app. It wasn’t always easy—there were temptations to splurge on
new gadgets or dine out frequently with friends—but Sarah remained focused on her long-term financial
goals. Months passed, and Sarah started to see the results of her disciplined approach. She had paid down
some of her student loans faster than expected, and her savings were growing steadily. She even managed to
take a modest vacation without breaking her budget, thanks to careful planning and saving.
Over time, Sarah’s confidence in her financial management skills grew. She adjusted her budget periodically as
her income and expenses changed. With each adjustment, she found new ways to optimize her spending and
maximize her savings.
As Sarah continued on her financial journey, she became a source of inspiration for her friends and colleagues.
They admired her discipline and determination to achieve financial stability and independence.
Sarah’s story is a testament to the power of setting goals, making a plan, and sticking to it. Through careful
 INSTITUTO DR. LORENZO CERVANTES
BTP-ASISTENTE EJECUTIVO BILINGÜE
I TERN - II SEMESTER-2024
budgeting and smart financial choices, she not only gained control over her finances but also laid the
foundation for a secure and prosperous future.

Sarah's Monthly Budget

Income:
Salary: $3,000

Expenses:
Fixed Expenses:
Rent: $800
Utilities (electricity, water, internet): $150
Student Loan Payment: $200

Variable Expenses:
Groceries: $300
Transportation (gas, public transport): $10
Dining Out/Entertainment: $150

Savings and Investments:

Emergency Fund Contribution: $200
Retirement Savings: $200

Total Income: $3,000

Total Expenses: $2,200
Net Savings: $800

TASK

 Read the story about Alex and make a budget about it.

Meet Alex, a recent college graduate who landed his first job in a bustling city. With dreams of independence
and mobility, Alex set his sights on buying his own car. Every morning, Alex commuted to work using public
transportation. He noticed how owning a car could make his daily commute quicker and more convenient.
Plus, it would allow him the freedom to explore the city and visit friends and family more easily.
Alex was determined to save up for his dream car. He started by creating a budget to track his expenses
diligently. He analyzed his income and identified areas where he could cut back, like dining out less frequently
and reducing unnecessary expenses. To boost his savings, Alex took on a part-time gig tutoring students in
math on weekends. The extra income went straight into his car fund. He also explored different financing
options and researched affordable used cars that fit his budget.
As months passed, Alex's dedication paid off. His savings steadily grew, inching him closer to his goal. He
resisted the temptation to splurge on other luxuries, keeping his eye on the prize—a reliable vehicle that
would enhance his daily life.
One day, Alex walked into a dealership with a confident smile. Armed with his carefully saved money and a
pre-approved loan, he found the perfect car within his budget. It wasn't the flashiest model, but it was reliable
and suited his needs perfectly.
 INSTITUTO DR. LORENZO CERVANTES
BTP-ASISTENTE EJECUTIVO BILINGÜE
I TERN - II SEMESTER-2024
Driving his new car home, Alex felt a surge of pride and accomplishment. He reflected on the journey—setting
goals, making sacrifices, and staying disciplined with his finances. As he cruised down the road, Alex knew that
his decision to save had not only bought him a car but also set a precedent for responsible financial habits in
the future.

Alex's story is a testament to the power of determination and smart financial planning. By setting a clear goal,
making informed decisions, and staying committed to his budget, he turned his dream of car ownership into a
reality.

UNIT IV: ESSENTIAL CUSTOMER SERVICE SKILLS

Effective customer service involves a combination of essential skills that help build positive relationships with
customers and ensure their needs are met. Here are some key customer service skills:
1. Communication Skills

 Clear Communication: Ability to convey information clearly and effectively, both verbally and in
writing.
 Active Listening: Paying full attention to customers, understanding their concerns, and responding
thoughtfully.
 Empathy: Showing empathy towards customers' emotions and situations, demonstrating
understanding and compassion.

2. Problem-Solving Skills

 Analytical Thinking: Assessing situations, identifying issues, and finding practical solutions.
 Resourcefulness: Ability to think creatively and use available resources to resolve customer issues.
 Decision Making: Making informed decisions quickly and effectively to address customer needs.

3. Patience and Attentiveness

 Patience: Remaining calm and composed, especially when dealing with frustrated or upset customers.
 Attentiveness: Giving full attention to customers without distractions, showing genuine interest in
their concerns.

4. Product Knowledge

 Expertise: Thorough understanding of products or services offered, including features, benefits, and
technical details.
 INSTITUTO DR. LORENZO CERVANTES
BTP-ASISTENTE EJECUTIVO BILINGÜE
I TERN - II SEMESTER-2024
 Continuous Learning: Keeping up-to-date with changes and updates in products/services to provide
accurate information.

5. Interpersonal Skills

 Positive Attitude: Maintaining a positive and friendly demeanor, even in challenging situations.
 Conflict Resolution: Handling conflicts or disagreements diplomatically and finding mutually beneficial
solutions.
 Building Relationships: Establishing rapport with customers to build trust and loyalty over time.

6. Time Management

 Efficiency: Managing time effectively to address customer inquiries promptly and meet service
expectations.
 Prioritization: Prioritizing tasks and customer needs based on urgency and importance.

7. Adaptability

 Flexibility: Adapting to changes in customer demands or unexpected situations while maintaining

service quality.
 Resilience: Handling pressure and stress professionally, maintaining composure during busy or high-
stress periods.

8. Teamwork and Collaboration

 Collaboration: Working effectively with colleagues and other departments to resolve complex
customer issues.
 Sharing Knowledge: Sharing insights and information with team members to improve overall service
delivery.

9. Professionalism

 Ethics: Upholding ethical standards in interactions with customers and maintaining confidentiality.
 Attention to Detail: Ensuring accuracy in information provided and following through on commitments
made to customers.

10. Multilingual Skills (if applicable)

 Language Proficiency: Ability to communicate fluently in multiple languages to assist diverse customer
bases.

Conclusion
Mastering these essential customer service skills enables professionals to provide exceptional service, exceed
customer expectations, and contribute to the overall success and reputation of their organization. Continuous
 INSTITUTO DR. LORENZO CERVANTES
BTP-ASISTENTE EJECUTIVO BILINGÜE
I TERN - II SEMESTER-2024
development and refinement of these skills are crucial for delivering outstanding customer experiences
consistently.

TASK
 MAKE A ROLE PLAY SHOWING CUSTOMER SKILLS.