Manalo, Aaron Mcknight

MODULE 2: INTERPERSONAL COMMUNICATION

Activity 1: Introductory Activity & Learner’s Reflection

Welcome to Module 2, which is about Interpersonal Communications. Before we proceed to this

module, let us have a review of the previous module. Write five ideas that you can recall about the
types of important values and skills, how to set and reach goals, and different ways people learn.

- Friendliness - Honesty - Setting Goals ( Finishing ALS )

- Short Term Goals ( Pass the ALS Exam ) - Doing ( Learn how to Work )

Read the proverb at the beginning of the module and answer the questions. “The first impression you
give is important in communication”

What does it mean?

- If the communication is good for the first time the understanding will also be good.

In your own words, how do you relate this proverb to yourself? Can you recall your first impression
situation with someone else? Do you think the way you talk with your listener is important? Why?

- During my job interview. I think I speak and listen well.

This module will focus on communication skills at work, what do you think is the relevance between
the proverb and the importance of communication skills at work. How does it relate to your real life
situation?

- Have a good communication at work is important for our mutual understanding.

“I hear you, but I’m not listening”. Ask your mother, father, sister, brother or your friend if they have
experienced a situation where they are talking to someone who seemed to be listening to them but
when they ask if they understood what they are saying it turns out that they are not listening. How
did they feel about it? Is this a good or bad thing to do? Why?

- This is not good because he lacks respect.

Now it is your time to write your thoughts on the following questions in the space below.

Questions Your Thoughts

1. What does it mean to listen/speak I want to be focused on what her talking about
effectively?
2. How do you know when you are/are not When he's not looking at me while I'm talking
being listened to or ignored?
3. What do you do when speaking to get your I use action while I'm talking to better
point across? understand
4. How do you speak to an elder? Supervisor? Being polite
Friend? Group of people?
5. Why is good (or effective) communication So that I can understand each other and do my
 important in your personal and work lives? job well

Learners’ Reflection: Module 2 Interpersonal Communication

My experience 1 2 3 4
Knowledge, skills I don’t have any I have very little I have some I have a lot of
and abilities experience doing experience doing experience doing experience doing
this. this. this. this.
Using a variety of
strategies to listen /
carefully to others
Using and
understanding
non-verbal /
communication
cues
Asking questions
of others when I /
do not
understand
Speaking clearly
and effectively in
front of /
individuals or
groups
Understanding
the importance of /
customer care
and service
Striving to provide
exceptional
customer service, /
in person or on
the telephone

Activity 2: Non-Verbal Communication

1. Tell a family member how you feel, or what you think, or what you want without talking.

- I would do frown face.

2. Think of some words to describe your family member’s reactions and note them down.

- They are angry.

3. Tell your family member that you just showed an example of non-verbal communication.

- When I frowned at you it was an example of non-verbal communication.

Think about it

1. Why do you think non-verbal communication is important when giving information or when
listening to someone?
- To find out if he is still listening.

2. Why is knowing and recognizing non-verbal communication important in the workplace?

- To have a quick conversation at work.

Activity 3: Effective Listening

Omar is a front desk worker at Lantaka Hotel. He is responsible for checking guests in, answering the
phone, and responding to the needs of hotel guests. He and his sister Sitti have been having some
misunderstanding lately so he has been distracted at work. An angry guest from room 202 comes to
the desk to complain about dirty sheets. While the guest was complaining, Omar’s mobile phone
rings.

It was his sister. He asks the guest to wait for a minute but he ends up getting into a heated discussion
with Sitti. The guest becomes annoyed and says she is going to go out and expects clean sheets by the
time she returns in her hotel room. Omar nods his head in agreement and says, “No problem, it will be
taken care of”. He continues with his phone conversation and he is quite upset when he gets off.
Things start to get busy at the hotel the hotel phone keeps ringing and a busload of guests arrives to
check-in. The guest from room 202 returns, gets her key and within minutes she went down in the
lobby shouting that her dirty sheets have not been replaced.

• What is the scenario all about?

- The hotel guest complained because his request was not fulfilled.

• Can you identify any misunderstanding?

- Missed of having clear communication.

• Why did this situation happen?

- Because he couldn't focus on work, because he was still fighting with her sister.

• Has a similar situation happened to you? Have you ever not listened to someone who was speaking
to you? Have you experienced speaking and the other person was not listening to you? What
happened?

- Yes, because I didn't listen to my wife so well because I was playing so we fought.

• If you were one of the characters, what will you do to avoid such a situation?

- I will listen well.

2.1 Effective Listening Observation Checklist

 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?

Think about it!

1. What did it feel like to be in a conversation where you failed to understand something that
the other person is trying to say?
- I’m nervous.
2. What did you observe about our body languages while talking to each other?
- I observe that it is easier to understand the use of body language while talking.
3. What conclusions can we make about how to be an effective listener?
- Good communication requires people to be respectful and to be good listeners. They ask
questions to clarify what has been said.
4. What other tips can you offer for us to become effective listeners?
- Be curious. If you want to be a good listener, you have to be intensely curious about the other
person.

Activity 4: Effective Speaking

Get any object nearest to you (e.g. book, mobile phone) or a blank sheet of paper and draw
something that comes to your mind first. Look for a family member. In 2 minutes, describe the object
you chose or the picture you drew. Your task is to clearly convey the importance of the object or
drawing in your daily life. Convince the listener/s of its importance. Keep checking to see his/her
interest in the object and adjust your approach accordingly!

- Cell phones are the perfect way to stay connected with others and provide the user with a sense
of security. In the event of emergency, having a cell phone can allow help to reach you quickly
and could possibly save lives. However, the importance of cell phones goes way beyond
personal safety.

Reflect on the experience, using the questions below.

1. What lesson or lessons did you get from the activity above?
- For me I have explained very well the importance of something.
2. What will happen if we do not speak clearly?
- They do not understand properly.
3. Were you able to give a clear message?
- Yes, I explained it well.
4. What were some of the effective speaking strategies that you used?
- I slowly explain all the details so that he can understand properly.
5. What was the reaction of the listener to you?
- Surprise.
6. How did you adjust your approach if you found the listener was not so interested in your
object or drawing?
- Calm as possible if you can’t hide the fact you’re uncomfortable, try to make them a little
weirded out, then twist some words and you'll be just fine.
7. What kind of body language did you use?
- Direct eye contact.
8. What are some of the things that you as a speaker can use next time to be a more effective
speaker?
- Embrace audio and visual.

2.2 Effective Speaking Skills and Strategies

Let’s Exercise!

Read the statements one by one and put a  if the statement is about effective speaking and  if
not.

1. I need to use positive and constructive words. /

2. I always check the mood and attitudes of my listeners. /
I should always be respectful when I speak to elders, but not
3. so much when I speak to those of a younger age. X
Honesty is one of the strategies to become an effective
4. speaker. /
 5. Body language must be observed when speaking. X
I will speak fast so I can finish early on so I can entertain more
6. questions. X
7. I should be clear, brief and direct to the point when speaking. /
I should know what I want to say in advance and prepare
8. when possible. /
I will avoid arrogance and maintain confidence when
9. speaking. /
I will try to avoid respect when I needed to speak direct
10. messages. X

Let’s Apply!

Go back to your object or drawing. Improve on your description of the object or drawing. After
writing, face a mirror and practice speaking about it to yourself or call a family member to speak
about what you have written.

- Friendly communication, Mobile phones provides an opportunity for friends and families
to stay in touch regardless of their physical distances. In this way, they connect the
entire society. With the help of messaging, picture sharing, social media, and emails;
people connect and communicate with each other.

Sharing is caring

1. How can my learning today help me become confident and effective in speaking?

- Something that’s easy to forget when you are nervous. Making sure you have enough oxygen in
your blood is vital to feeling confident and speaking a language well. Take a deep breath before
you speak to five yourself time to think and help yourself feel more confident.

2. How important are effective speaking skills at home? School? Workplace?

- Listening skills were among the foundation skills can identified as being critical.
Good listening skills make workers more productive. The ability to listen carefully
allows workers to better understand assignments they are given. They are able
to understand what is expected of them by their management.

Activity 5: Choosing a Form of Communication

Write down some examples of each of the 3 main ways of communicating at work:

1) Verbal: Pakikipag-usap sa cellphone

2) Written: Books
3) Electronic: Cellphone

2.3 Three Forms of Workplace Communication: Part 1

Look at the table below and decide whether each form of communication is verbal, written and/or
electronic. Place a check on your answer.

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 /

Select what you think are the top 10 most used forms of communication at work and give an example
of when you may choose to use it in the workplace.

1. Taking Orders – is a VERBAL

2. Training – is a VERBAL or ELECTRONIC

3. Meeting – is a VERBAL

4. Email – is a VERBAL OR sometimes ELECTRONIC

5. Video Call – is a ELECTRONIC

2.3 Three Forms of Workplace Communication: Part 2

Let’s Exercise!

Imagine the results for the following scenarios. Write down adjectives to describe the feelings of your
colleagues and draw their related faces beside the adjectives.

1. You want to solve a problem or make a decision. You sent a long email to your colleague.

Adjectives: Disappointed Related reaction: > <

2. Your message is simple, but you’re physically separated. You requested for a conference call.
 Adjectives: Happy Related reactions:

3. You want immediate feedback. You walk into the office room of your supervisor.

Adjectives: Fear Related reactions:

4. You need an electronic record. You place a sticky note on the desk of your colleague.

Adjectives: Confusion Related reactions:

2.4 Three Forms of Workplace Communication: Part 3

Verbal Written Electronics

Talk to Manager Write an excuse letter Google Meet

Mag paturo sa mga co-worker Read employment policies Chat

Speak on the meeting Check work schedule Live online

Session 1

Writing Space Use this space to complete any of the written assignments above or write any
thoughts or ideas that have come to mind on listening and speaking effectively.

- I learned in our verbal communication the use of our facial expression.

- Must be a good listener.
- Should be clear in communication.

Activity 6: Self-Assessment of Working in Groups

Look at the picture and imagine that you are observing workers and their supervisor building a house.
Write your observations following the questions below:

 What do you see in the picture?

- There are a lot of worker.

 Do the workers take on different roles? What are they?

- Yes, because they are assign in what skills they have.

 Do you think the task of building a house is easy to accomplish? Why or why not?

- No, because many parts of the house will not be finished right away.

 Does the task of building the house become easier if the workers do their own task well? Why or
why not?

- Yes, because it’s fast.

 Describe the role communication plays in the workers’ ability to successfully build a house.

- Communication is needed for them to understand each other, and so that they can easily finish
their task.

Think about yourself when working in a group. Do you perform your task well? Why or why not? How
do you describe yourself working in a group?

- It's hard to work with a partner because I'm shy, I need friends.

2.4: Working in Groups Self- Assessment

Complete the table below by reading the list and checking three (3) boxes that best describe how you
work in a group.

In groups, do you mostly tend to: Check 3 Boxes

1. Stay quiet for some time and then join in? /

5. Come up with new ideas? /

9. Get frustrated when there is too much talk /

and not enough decisions and action?

Activity 7: Cooperating with Others

In a basketball game, there is usually a winning team and a non-winning team. Describe a winner
team and a non-winner team. Also, describe the characteristics of an individual team member of the
winning as well as those of the non-winning team.

Winner Non-Winner

The Team The Team

- Have unity - Messy Performance

- Listening to coach - Respective approach

Individual Member Individual Member

- Talk to the teammates - No trust in teammates

You are now are going to do an activity that will help you to be a cooperative and effective team
player. Read this scenario:

Answer the following questions:

1. Write your own short statement in the thought bubble.

- Oh! Guys, listen to our Leader.

2. What type of personality do you think Karl has? Was he helping the group make decisions?
Why/why not?

- He is boastful. He does not help, he must listen to the ideas of others.

3. What type of personality do you think Dely has? Was she preventing the group from making
progress? How could others encourage this person to contribute to the group?

- He is negative. Yes, listen to him maybe he has good ideas or he can help.

4. If you were the group leader, and you were responsible for developing the plan, what would
you say?

- Oh, we need to listen to each other’s every ideas.

Domineering person: wants to take over the discussion and lead the group. A domineering person
thinks s/he has all the answers and does not want to waste time having everybody share their ideas.
Who is the domineering person in this activity? How would you handle a domineering person?

- Talk properly, at pakiusapan na sumama sa grupo.

Disagreeable person: has a negative attitude and are resistant towards all ideas. Have you
experienced being with a person like Dely in this activity? How did you interact with that person?

- Yes, I talked her calmly and then we fixed the problem.

Encouraging person: makes sure that everybody is heard, regardless of their background or ideas. Pull
group members into the conversation. Can you tell who is the encouraging person in this activity? Do
you consider yourself an encouraging person?

- Yes, because I listen to all the ideas of my group.

Ideas person: gets very excited in the group and loves to brainstorm and share extravagant ideas that
aren’t always realistic. Who is the ideas person in this activity? Would you like an ideas person to be
in your team? Why or why not?

- It's okay for the group to have this member, as long as they have good ideas.

 2.5 Elements of an Effective and Cooperative Team Member

I’m good at:

- I'm good at listening to my friends' ideas.

I can improve on:

- I should improve my sharing of ideas, because I'm a shy person.

Session 2 – Writing Space

Use this space to complete any of the written assignments above or write any thoughts or ideas that
have come to mind on cooperating with others.

- I am shy and quiet, usually my friends are always the protagonists in the story. I also want to be
able to take part in providing ideas when we talk.
Activity 8: Giving Exceptional Customer Service

After the role play, take turns in sharing answers to the following questions:

What is the topic of the role play? What is the story all about?

- Returning the purchased jacket, it is about customer care.

How did the clerk/sales rep handle the situation?

- Calmly.

Do you think the way he/she treated the customer was exceptional?

- Yes, he is polite.

Again, ask a family member, friend or neighbor to be your partner to discuss your understanding of
what customer means. Share with each other examples of your own experiences as customers or
experiences in serving customers.

What is a customer?

- The customer is a consumer or customer of a product.

Continue to share thoughts with the same partner:

 What is important to you when you go out to a restaurant? Or shop in a department store?

- Polite employee.

 What determines “exceptional service”? Think about things such as cost, speed of service, attitude
of waiter/waitress, taste, sales lady or attendant, etc.

- Cheap but delicious, and good service.

Discuss: How were your answers different or the same? What can a restaurant/department store do
to meet the needs of the customers as best as they can?

- Know the customer's needs.

2.6: Giving Exceptional Customer Service

C. Meeting Basic Customer Needs – To make a customer feel:

Welcome:

/ Be friendly / Smile / lighten up

Understood:

/ Listen carefully

Important:

/ Thank customer for coming

Comfortable:

/ Show concern

Let’s Apply!

One person should play the role of the customer, one should provide the service and the third person
should observe. You should act out a scenario that shows exceptional customer service as well as
showing bad customer service using the suggestions in 2.7 Giving Exceptional Customer Service on
how to meet customer needs. The observer should also use 2.7 Giving Exceptional Customer Service
to assess if the business is meeting the needs of the customer.

2.7 Observing Communication in the Workplace

Observation #1 Observation #2

Date: Oct. 22, 2021 Date:

Information about the

business:

1. What is the name of the

business? Branded Overrun Shirt for Men

2. What type of business is it? Bulk

3. What products or services T-shirts
does the business offer?

4. What jobs did you observe?

What did they do and what
equipment did they use? Sewing Machine

Communication:

5. What forms of Communicating with customer

communication did you see?

6. How did the supervisor

communicate with the
employees? Always talk to your employee

Customer Service:

7. Describe any good customer Polite

service you saw.

8. Describe any bad customer When a business fails to meet

service you saw. the customer expectations in
terms of service quality,
response time

Main Equipment Observed: Sewing Machine - makes the

task of sewing heavy fabric an
9. List and explain some of the easy one
main equipment you saw?
Include anything used with Thread - used to form the
customers such as cash stitches that hold the fabric
registers, credit card machines, parts together
etc.

Dress Code:

10. What do you notice about They have T-shirt uniform

how the workers are dressed?

Possible Work Experience Yes, I think there might be work

Opportunities: experience or interships
oppurtunities here since we are
11. Do you think there might sorround by lots of company
be work experience or and building that need
internship opportunities here?
 Why? employee's

Manager or Supervisor’s Name:

12. List here if you were able to Ms. Dela Cuesta
get this information.

Think about it!

1. What will happen if customers don’t feel.

a) Welcome?

- He will be annoyed and may just leave because he is not welcome.

b) Understood?

- He would get angry because he couldn't understand what he wanted.

c) Important?

- He won't buy again because he doesn't feel important.

d) Comfortable?

- He won't buy because he doesn't trust the workers.

2. What benefits can a business have if a worker or customer service provider.

a) Anticipates the customer’s needs?

- Magiging suki ang buyer.

b) Understands what the customer is thinking?

- He trust you.

c) Meets and exceeds the customer’s highest expectations?

- The customer will be satisfied.

 d) Gets feedback from customers on the service it provides

- The business has having an improvement.

Activity 9: Customer Service and the Role of Word of Mouth

 Why do you think good customer service may be that important for a business?

- The importance of customer service can never be under estimated. Constantly attracting
new customers can be financially costly, particularly for small businesses. Making your
customers feel valued and happy can be the difference between liquidation or long-term
success.

 What role do you think word of mouth can play in your business?
-
- When the service is okay, they will spread it to acquaintances.

Let’s play a game!

Form one large circle with all your chosen participants, and you as part of the circle. Explain that you
will read a few scenarios that describe different customer experiences and we will see how the
message travels around.

Think about it!

1. What did you observe about how the message traveled? Do messages with positive
experiences travel the same as messages with negative experiences?

- As I observed, message traveled fast nowadays. It may be through verbal, social media or on
prints/books. For me, the negative experience travelled faster than the positive experience. It is
because, negative experience gives a sturdy impact to the receiver of the message and
 eventually spread it to another channels while positive experience sometimes are kept and
cherished.

2. What do you think this means for a business?

- An economic activity involving the production and sale of goods and services undertaken with a
motive of earning profit by satisfying human needs in society is called business. ... A business
always involves production of and sale of goods and service.

3. What role do you think customer service plays in a business?

- The important part of customer service is in keeping the customers once you bring them in. It
costs significantly more to attract new customers than it does to take care of the ones you
already have.

4. What role do you think technology plays, mainly the Internet, in spreading the word about
good or bad customer service experiences?

- Customers are just normal individuals, who, if satisfied or not with something they will post it on
different social platforms. This is why internet become the means of reviewing everything,
nowadays.

Let’s Apply!

In one or two sentences, how can you avoid your customers from bad-mouthing your product or
service offered in the market? What do you think is best way to provide good customer service?

- They need to know the customer’s need. Their welfare must come first.

Sharing is Caring

 Select a product from Shopee or Lazada from your mobile phone in the absence of these apps, think
of something that you want to buy in the department store.

- Bleaching Powder

 Text or chat your friend/s and discuss the product. Make sure to state /discuss/say both negative
and positive things about the product.
 - When you use bleaching powder, your hair will be more beautiful and you can change the color
of your hair to any color you want, but if you use too much, it will have many side effects on you
and your hair that can be caused by your baldness.

 Observe your friend’s reaction about it – whether he/she will also have something to say about it.

- I'm afraid to use that product because I don't know how to do the right hair removal
procedures.

Activity 10: Observing Communication in the Workplace

Think about workplace observation. How can we learn about communication during an observation?

- We can see the customer and service provider talking.

What do we need to know or prepare before workplace observation?

- Study 2.7 first, at mag paalam sa workplace.

What should you do during a workplace observation?

- Watch and Learn.

2.7 Observing Communication in the Workplace

What forms of communication did you see?

- It is VERBAL

How did the staff communicate with each other?

- Fast Service

How did the staff communicate with their customers?

- Always Smiling

Describe any good customer service you saw.

- Polite
Describe any bad customer service you saw.

- When a business fails to meet the customer expectations in terms of service quality, response
time

Activity 11: Module 2 Review and Application

Learning: Share 2 main things you learned about communications in Module 2.

1. The non-verbal communication

2. And good listening

Strength: Share 2 strengths that you think you have in communication.

1. The Good listening

2. And asks when you not understand

Weakness: Share 2 weaknesses that you think you have in communication that you can improve in the
future.

1. Shy
2. Weak in non-verbal

Challenges: Share 2 things that you find very challenging in effective communication.

1. Use of electronic device

2. Poor internet connection

Module 2: Interpersonal Communication

1. When you are discussing an issue at work 6. Someone who works well in a
with a co-worker and she or he is saying team___________.
something that you do not agree with, you:
a. Interrupts only when offering new ideas
a. Interrupt your co-worker to let him or her
b. Pays attention only to those who have the
know you disagree
same opinions
b. Shake your head in disagreement to let your
c. Provides inputs and seeks the ideas of others in
co-worker know how you feel
the group
c. Try to think about something else until your co-
d. Creates conflict to make the discussion
worker stops talking
interesting
d. Are aware of your own feelings but listen to e. All of the above
what your co-worker has to say before
responding

e. All of the above

2. When someone else is speaking, you 7. Good customer service always includes doing
should give non-verbal communication cues what the customer tells you to do.
to show that you understand.
a. True b. False
a. True b. False

3. When speaking to a group of people, it is 8. When dealing with a customer on the

important to: telephone:

a. Stay focused on the topic at hand a. Say the name of the organization and your
name when you answer the phone
b. Maintain good eye contact
b. Be polite and courteous
c. Be well informed on the topic
c. Listen well and do not interrupt
d. Present information in a logical, flowing way
d. Record all the necessary information such as
e. All of the above
person’s name and number, date of call, what the
person needs

e. All of the above

4. When you do not fully understand 9. When dealing with a difficult customer:
instructions given to you by your supervisor at
a. Ignore the person
work, you:
b. Remain calm
a. Nod your head in agreement so you do not
c. Tell them you will not talk to them anymore
waste your supervisor’s time
d. Tell them to please leave
b. Assume you will figure it on your own
e. Yell at them so they understand your point of
c. Ask your supervisor to repeat the instructions
view
so you are clear on what you need to do

d. Ask a co-worker what she or he thinks you are

supposed to do

e. All of the above

5. When giving instructions or information to a 10. If a customer is angry, you too should get
group of co-workers, you should ask a person to angry to respond effectively.
repeat back what you have said to make sure
everyone is clear on the task at hand.
a. True b. False
a. True b. False