Module 2: Interpersonal Communication

Participant’s Handbook
MYDev Life Skills Curriculum
An Adaptation of EDC’s Work Ready Now! Curriculum
Module 2: Interpersonal Communication Participant’s Handbook

Module 2: Interpersonal Communication

“Sa komunikasyon mahalaga ang unang impresyon”

The first impression you give is important in communication.

Interpersonal Communication Objectives

By the end of the module, participants will:

 Identify and demonstrate non‐verbal communication

 Listen actively and speak appropriately
 Identify and practice good customer service skills

Module Overview
 Activity Time
Session 1: Listening & Speaking Effectively 4 hr 20 min
1: Introductory Activity & Learner’s Reflection 1 hr
2: Non-Verbal Communication 35 min
3: Effective Listening 45 min
4: Effective Speaking 1 hr
5: Choosing a form of communication 1 hr
Session 2: Cooperating with Others 1 hr 45 min
6: Self-Assessment of Working in Groups 35 min
7: Cooperating with Others 1 hr 10 min
Session 3: Customer Care 3 hrs 5 min
8: Giving Exceptional Customer Service 1 hr 10 min
9: Customer Service and the Role of Word of 45 min
Mouth
10: Module 2 Review and Application 1 hr 10 min
Total Time: 9 hr 10 min

Mindanao Youth for Development Project Life Skills Curriculum, adapted from EDC’s WRN! Curriculum
©2016 Education Development Center, Inc. All Rights Reserved. Page 2
Module 2: Interpersonal Communication Participant’s Handbook

SESSION 1: LISTENING AND SPEAKING EFFECTIVELY

Key Topics
 Non-verbal communication
 Effective speaking skills & strategies
 Effective listenin skills & strategies

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©2016 Education Development Center, Inc. All Rights Reserved. Page 3
 Module 2: Interpersonal Communication Participant’s Handbook

Learners’ Reflection: Module 2 Interpersonal Communication

This is not a test but is a way for us to see what you already know or do not know about the topics. I will read
a skill that is listed in the left column. Think about yourself and your experience. I will read the statements
across the top. Check the column that best represents your situation. The results will guide me in helping you
learn more about this topic.

Ang mga katanungan dito ay hindi test. Ito ay isang paraan upang malaman natin ang inyong kaalaman,
kasanayan o kakayahan tungkol sa paksang ito. Babasahin ko ang bawat skills na nasa kaliwang panig mula
sa itaas pababa. Magbalik-tanaw sa inyong mga karanasan at i-tsek ang inyong sagot sa kulum na naaangkop
sa inyong sitwasyon. Ang inyong kasagutan ay magiging gabay ko sa pagpapalawak ng inyong kaalaman
tungkol sa paksang ito.

My experience 1 2 3 4
I don’t have I have very I have some I have a lot
Knowledge, skills and abilities any little experience of
experience experience doing this. experience
Kaalaman, kasanayan at kakayahan doing this. doing this doing this.
Mayroon
Wala akong Kaunting- akong Marami
karanasan sa kaunti karanasan sa akong
paggawa lamang ang paggawa karanasan sa
nito karanasan ko nito paggawa
sa paggawa nito
nito
Using a variety of strategies to listen carefully
to others / Paggamit ng iba’t-ibang istratehiya
para makinig nang mabuti sa iba.
Using and understanding non-verbal
communication cues / Paggamit at pag-unawa
ng mga kilos na nagpapahiwatig ng pakikipag-
usap.
Asking questions of others when I do not
understand / Paghingi ng tulong sa iba kung
merong hindi naintindihan.
Speaking clearly and effectively in front of
individuals or groups /Pagsalita nang
maliwanag at mabisa sa harapan ng mga tao o
grupo.
Understanding the importance of customer
care and service / Pag-intindi sa kahalagahan
ng pag- alaga ng kustomer at pagbibigay ng
kaukulang serbisyo.
Striving to provide exceptional customer
service, in person or on the telephone /
Pagsikap upang makabigay ng
pinakamagandang serbisyo sa telepono o
harapang pakikitungo sa tao

Mindanao Youth for Development Project Life Skills Curriculum, adapted from EDC’s WRN! Curriculum
©2016 Education Development Center, Inc. All Rights Reserved. Page 4
Module 2: Interpersonal Communication Participant’s Handbook

 Handout 2.1: Effective Listening Observation Form

Stand up if your answer is yes (if the listener uses the standard) or sit down if your answer is no
(if s/he does not use the standard).

Standards Yes No

Do you use appropriate body language to show you are listening? (eye
contact, sit upright, nod head, etc.)

Do you listen to the speaker without interrupting?

Do you repeat what the speaker has said to make sure you have
understood correctly?

Do you ask questions for clarification when you do not understand

something?

Do you avoid being distracted by noises, mobile phones, or by what

other people are doing?

Do you avoid being distracted by the mannerisms, speaking style,

clothing of the person speaking?

Are you aware of your own attitude & do you avoid being judgmental?

Mindanao Youth for Development Project Life Skills Curriculum, adapted from EDC’s WRN! Curriculum
©2016 Education Development Center, Inc. All Rights Reserved. Page 5
Module 2: Interpersonal Communication Participant’s Handbook

 Handout 2.2: Effective Speaking Skills & Strategies

 Be clear, brief, concise – to the point

 Use examples to get to the point

 Be polite / friendly

 Be honest

 Be respectful

 When you need to be direct, speak with respect

 Speak with confidence but not with arrogance

 Be flexible – check the mood and attitudes of others and adjust accordingly

 Be aware of body language – your own and that of others

Mindanao Youth for Development Project Life Skills Curriculum, adapted from EDC’s WRN! Curriculum
©2016 Education Development Center, Inc. All Rights Reserved. Page 6
 Module 2: Interpersonal Communication Participant’s Handbook

 Handout 2.3: Three Forms of Workplace Communication1

Part 1: Select the type(s) of communication for each format.

Format Verbal Written Electronic

Face-to-face conversation
Phone (landline)
Mobile phone
Interview
Meeting
Training
Presentation
Letter
Memo
Report
Proposal
Email
Fax
Voicemail
Webinar
Conference Call
Video Conference
Project Management Website
Instant Messaging (Skype)
Email Mailing List
SMS / Text Message
Sticky note
Other (please add): _________________________

1
Adapted from Ford Partnership for Advanced Studies, Media and Messages: Building a Foundation of Communication
Skills, 2005.

Mindanao Youth for Development Project Life Skills Curriculum, adapted from EDC’s WRN! Curriculum
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 Module 2: Interpersonal Communication Participant’s Handbook

Part 2: Choosing a Form of Workplace Communication2

Choose a verbal message if… Choose a written message Choose an electronic

if… message if…
You want immediate You don’t need immediate You need quick but not
feedback. feedback. immediate feedback
Your message is simple and Your message is complex and Your message is simple, but
easy to understand. requires planning. you’re physically separated
You don’t need a written You need a written record You need an electronic
record of the interaction for your files record
You can get together easily Your audience is more You are geographically
formal spread out, or want to avoid
time-zone barriers
You want to solve a problem You want to avoid You want to avoid
or make a decision miscommunication miscommunication.

Part 3: Choosing a Form

Instructions: For each type of communication, there are 2 examples of how and when to use that
form of communication. Write 3 more examples for each form.

Verbal Written Electronic

You call a co-worker to see if You write a letter inviting You use Skype to ask your
they can come help you people to an event co-worker a quick question
solve a problem
You introduce a new intern You prepare handouts for a You set up a webinar to
to coworkers presentation show the client the work you
did for them

2
Ibid.

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©2016 Education Development Center, Inc. All Rights Reserved. Page 8
Module 2: Interpersonal Communication Participant’s Handbook

Session 1 – Writing Space

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Module 2: Interpersonal Communication Participant’s Handbook

SESSION 2: COOPERATING WITH OTHERS

Key Topics
 Self-assessment of how one tends to work in groups
 Elements of effective cooperation and team work

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 Module 2: Interpersonal Communication Participant’s Handbook

 Handout 2.4: Working in Groups Self-Assessment

Check 3
In groups, do you mostly tend to: boxes
1. Stay quiet for some time and then join in? 
2. Feel uneasy/uncomfortable and wish you were working alone? 
3. Want to lead? 
4. Encourage others to make contributions? 
5. Come up with new ideas? 
6. Interrupt others to ensure your point is made? 
7. Keep the group focused on the task at hand? 
8. Make everyone relaxed and promote harmony? 
9. Get frustrated when there is too much talk and not enough decisions 
and action?
10. Make peace between those team members strongly disagreeing with 
each other?

Source: Pretty, Jules. Participatory Learning and Action: A Trainer’s Guide. London: International Institute for
Environment and Development, 1995.

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 Module 2: Interpersonal Communication Participant’s Handbook

Handout 2.5: Cooperating with Others Roles

Scenario:

Renovations are complete and the new office space is ready for people to move into. A group of
co-workers has been called together to plan the move. A leader has been selected but everybody
else’s roles need to be determined. This is the first time you have met as a group. You need to
discuss the location of people’s desks, the photocopier, printers, etc. and decorate so the office
will attract customers. You all need to determine the steps necessary to accomplish the task and
the roles and responsibilities of those in the group.

Roles:
Group leader: You are a strong leader who tries to speak clearly and listen effectively. You need to
clearly explain the objectives to the group and keep the group on task. Try to involve all in the
discussion. You are responsible for developing the plan.

Quiet / shy person: You have a lot of very good ideas but you won’t say anything until someone
asks you directly.

Domineering person: You want to take over the discussion and lead the group. You think you have
all the answers and do not want to waste time having everybody share their ideas.

Disagreeable person: You have a negative attitude and are resistant towards all ideas.

Harmonious person: You always try to make people feel relaxed and are constantly trying to
smooth things out between people who are disagreeing.

Encouraging person: You want to make sure that everybody is heard, regardless of their
background or ideas. Pull group members into the conversation.

Ideas person: You get very excited in the group and love to brainstorm and share extravagant
ideas that aren’t always realistic.

Task master: You are always very organized and like to stay focused on the task at hand. You keep
bringing the group back to the practical actions that need to be taken to accomplish the task.

Observers: Observe the person directly in front of you. What type of personality does this person
have? Is s/he helping the group make decisions? Is s/he preventing the group from making
progress? How could others encourage this person to contribute to the group?

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Module 2: Interpersonal Communication Participant’s Handbook

 Handout 2.6: Elements of an Effective and Cooperative Team Member

An effective and cooperative team member …

 Interacts with and includes others in courteous, respectful and honest ways
 Is respectful of differences – in opinions, culture, ethnicity …
 Provides opinions and ideas and seeks the opinions and ideas of others
 Negotiates and discusses ideas while being flexible to meet the goals of the
group
 Performs identified tasks to meet goals of the group
 Listens without interrupting
 Offers ideas without interrupting
 Is aware of own emotions, thoughts and feelings and keeps them under
control for the good of the group
 Moves the group towards resolving conflict (if it exists) so goals can be met

Mindanao Youth for Development Project Life Skills Curriculum, adapted from EDC’s WRN! Curriculum
©2016 Education Development Center, Inc. All Rights Reserved. Page 13
Module 2: Interpersonal Communication Participant’s Handbook

Session 2 – Writing Space

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©2016 Education Development Center, Inc. All Rights Reserved. Page 14
Module 2: Interpersonal Communication Participant’s Handbook

SESSION 3: CUSTOMER CARE

 Key Topic 
• Exceptional customer service

Mindanao Youth for Development Project Life Skills Curriculum, adapted from EDC’s WRN! Curriculum
©2016 Education Development Center, Inc. All Rights Reserved. Page 15
Module 2: Interpersonal Communication Participant’s Handbook

 Handout 2.7: Giving Exceptional Customer Service

A. Exceptional Customer Service
✓ Anticipates the customer’s needs ✓ Meets and exceeds the customer’s
✓ Tries to understand what the highest expectations
customer is thinking
B. Basic Customer Needs – A customer needs to feel:
1. Welcome 3. Important
2. Understood 4. Comfortable
C. Meeting Basic Customer Needs – To make a customer feel:

Welcome:
 Be friendly  Use a positive tone of voice
 Greet customer  Smile / lighten up
 Introduce yourself

Understood:
 Listen carefully  Repeat or rephrase to
make things clearer

Important:  Ask open-ended

 Refer to customer by name questions to understand
 Show interest in clients need customer’s needs
 Thank customer for coming
Comfortable:
 Use open body language  Show concern

D. Customer Perceptions
Perception is how we see, hear or understand a situation. No two people see a situation
exactly the same! A customer does NOT always think the way you do. S/he may therefore
not see a situation the way you do. Always check to see what the customer is thinking.
Never make assumptions!

E. Meeting & Exceeding Expectations

Make sure you know your customer’s attitudes, beliefs, ideas & feelings. Try to see things
the way your customer does. This will help you meet & exceed his expectations.

F. Get Feedback on the Service You Provide – Find out from customers how they liked your
service and what can be done to make it better.

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 Module 2: Interpersonal Communication Participant’s Handbook

Bad Customer Service:

BAD CUSTOMER EXPERIENCE

Good Customer Service:

GOOD CUSTOMER EXPERIENCE

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Module 2: Interpersonal Communication Participant’s Handbook

Session 3 – Writing Space

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Module 2: Interpersonal Communication Participant’s Handbook

Space for Reflection

One never stops learning. For that, it is helpful to take some time to
reflect and ask ourseleves:
Based on what I learned in this module,
How do the skills and other things I learned relate to my daily life?
How can the skills and what I learned help me work better?
What steps can I take to improve any of the skills or attitudes that I
learned more about?

Use this space to answer these questions and reflect about your ongoing learning.

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©2016 Education Development Center, Inc. All Rights Reserved. Page 19