Republic of the Philippines

Department of Education
National Capital Region
DIVISION OF CITY SCHOOLS – MANILA
Manila Education Center Arroceros Forest Park
Antonio J. Villegas St. Ermita, Manila

TLE ICT CONTACT CENTER

SERVICES GRADE 10

QUARTER 1 WEEK 2 MODULE 2

LESSONS 4 & 5

Most Essential Learning Competency: Communicate and Listen

Effectively
2.1 Oral Skills
2.2 Listening Skills

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 HOW DO YOU USE THIS MODULE?

Before starting the module, I want you to set aside other tasks that will disturb
you while enjoying the lessons. Read the simple instructions below to successfully enjoy
the objectives of this kit. Have fun!

1. Follow carefully all the contents and instructions indicated in every page of this
module.

2. Write on your notebook the concepts about the lessons. Writing enhances learning,
that is important to develop and keep in mind.

3. Perform all the provided activities in the module.

4. Let your facilitator/guardian assess your answers using the answer keycard.

5. Analyze conceptually the posttest and apply what you have learned.

6. Enjoy studying!

PARTS OF THE MODULE

• Expectations - These are what you will be able to know after completing the
lessons in the module.
• Pre-test - This will measure your prior knowledge and the concepts to be
mastered throughout the lesson.
• Looking Back to your Lesson - This section will measure what learnings and
skills did you understand from the previous lesson.
• Brief Introduction- This section will give you an overview of the lesson.
• Activities - This is a set of activities you will perform with a partner.
• Remember - This section summarizes the concepts and applications of the
lessons.
• Check your Understanding- It will verify how you learned from the lesson.
• Post-test - This will measure how much you have learned from the entire
module.

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 COMMUNICATE AND LISTEN EFFECTIVELY

EXPECTATIONS:

• Identify the different communication types per company

requirements
• Use English language deploying oral, written, listening, and
grammar skills
• Use active listening techniques to enhance the transmission of
message reception

Let us start your journey in learning more on

Communication Skills. I am sure you are ready and
excited to answer the Pretest.

PRE – TEST

Direction: Read the questions carefully and encircle the letter of the
correct answer.

1. Which is not a part of vocal apparatus?

A. Teeth C. Tongue Tip
B. Nose D. Roof of mouth
2. Which is not pronounced with an unvoiced voice using a vocal apparatus?
A. Pennsylvania C. Alabama
B. Baltimore D. subscribe
3. Examples of voiced consonants includes the following exept.
A. telephone C. country
B. today D. do
4. Oral skills includes diphthongs, which of the following is not included?
A. ei C. a
B. iu D. au

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 5. Constructing sentences is governed by rules. Grammaticality of sentences
can be judged by the following except.
A. Phonemes C. Word order
B. Completeness D. Word combination
6. We listen because of the following reason except.
A. To gather information C. To learn
B. To understand others D. To entertain others
7. To become an active listener, one should have the following skills except.
A. Pay attention C. Assure others that you are listening
B. Judge others D. Provide feedback
8. Interupting will only lead to frustration, which of the following message
does not a cause of interuption.
A. “I’m more important” C. “I really care about you”
B. “My ideas are better” D. “Stop talking and listen to me”
9. The following are barriers for active listening except.
A. Feedback C. Noise
B. Bad feeling D. Not paying attention
10. It is a conscious process that requires concentration so that one can
process the meaning of the words and sentences.
A. Hearing C. Speaking
B. Listening D. Writing

LOOKING BACK TO YOUR LESSON

Direction: Read the questions carefully and

encircle the letter of the correct answer.

1. The fastest way to get a response is.

A. Oral Communication C. Electronic Communication
B. Written Communication D. Communication Pathway
2. Written communication is ________, which means it occurs at different
times.
A. Synchronous C. Pathway
B. Asynchronous D. Primary
3. Examples of written communication includes the following exept.
A. Memos C. Manuals
B. Proposal D. Phone calls

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4. In verbal communication, it is important to remember KISS which means.
A. Keep it simple and smart C. Keep it short and simple
B. Kind intension, simple and short D. Keep it sweet and simple
5. It is used in electronic communication.
A. Google chrome C. Yahoo Mail
B. Internet Explorer D. Mozilla Fire fox

BRIEF INTRODUCTION

Call center agents usually provide inbound and outbound customer

support. They take and make calls, offering customer service 24/7. The
job entails entertaining and addressing various issues and concerns
coming from customers of different races. It is indeed a challenging job that
requires one to deal with people with shifting moods or a tackles approach
in voicing their concerns.

Fortunately, agents are given sufficient training prior to deploying them to

face such tasks. Communication skills are enhanced and tips on how to
handle he calls with efficiency are given. Also, campaign orientations are
given so as to make the agents knowledgeable enough about the products
or brands they will be presenting to customers.

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TOPIC: ORAL SKILLS

Objectives

1. Identify critical vowel and consonant sounds.

2. Pronounce English words correctly and use in communication with
Correct grammar.
3. Create helpful tips in establishing good communication among
customers or anybody in the workplace.

LEARNING CONTENT
LESSON 4: Oral Skills

Phonemes
Phonemes are the smallest unit of speech. It is similar to a single letter, vowel
or consonant, in the English language. However, the number of letters in a
word does not correspond to the number of phonemes. For example, the word
“call” has four letters but contains three phonemes only, which we will denote
as [k], [o], and [l].
Phonemes are classified as vowel or consonant in the English language. One
difficulty non-native English speakers encounter is pronouncing the voiced
and unvoiced consonants.

Vocal Apparatus

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Comparison of Voiced and Unvoiced Consonants

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With other consonants in the English language, there is no distinction on
being voiced and unvoiced. The table below shows the list of other English
consonants.

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There is also a great difference in how Filipinos and Americans pronounce
vowels. In American English, vowels can be classified into three: short vowels,
long vowels, and diphthongs.

Long and Short Vowels

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Diphthongs are vowel phonemes produced by gliding from one vowel to
another.

Diphthongs

Sentence Construction
When phonemes are joined together, they create words. A collection of words
that expresses a complete thought is called a sentence. A Contact Center
Service provider need not only be able to pronounce words properly; he/she
should also have the capability to express his/her thoughts in a clear and
comprehensible manner to address the customer’s needs accurately. Hence,
one must learn how to construct grammatical and well-formed sentences.

Constructing sentences is governed by rules. Grammaticality of sentences can

be judged by the following:

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A. Completeness

The test difficult.

If you examine the statement above, you would immediately identify that the
example is not a sentence because it is incomplete. Can you tell why it is
incomplete?
All English sentences must have a verb. For that reason, the statement above
is incomplete due to the lack of a verb. Thus, to complete the sentence, you
may add the verb ‘is’. The corrected sentence will be:
The test is difficult.
v
In addition, there are verbs that require a receiver of the action or a direct
object. These verbs are called transitive verbs. Without a direct object, the
inclusion of a transitive verb will not guarantee completeness of a sentence.
Examine the statement below.
The customer places.
transitive verb
Since the verb (places) used in the statement above is a transitive verb, the
sentence remains ungrammatical. To complete the sentence, a direct object
must be added.
The customer places an order.
direct object
B. Word order

Read the statement below.

Complained delivery the customer late the.

Is it grammatical? You will more likely say no. The sentence above does not
express a clear thought. It is ungrammatical because it does not follow the
correct English word order. The rule on word order may vary from one
language to another.
The linear word order for the English language is subject-verb-object, S-V-O.
This word order is most commonly used for declarative sentences. Thus, the
corrected sentence for the example above would read:
The customer complained the late delivery.
S V O

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C. Word combination
Some words can occur together while some words, if put together, may make
a sentence sound ungrammatical. For example, ‘the escalated’ is not the right
combination of words because articles, a, an and the, cannot occur before a
verb.
Articles are placed before nouns and gerunds. Gerund is a noun made of a
verb in the –ing form. A good example would be: “The meeting has been
moved.” The word meeting in the sentence is an example of a gerund.
It is also necessary to keep in mind the distinction between adjectives and
adverbs.

1. Adjectives – modify nouns or pronouns. Descriptive adjectives should come

before a noun or pronoun

Example. Beautiful lady irate caller

Adj. n. Adj. n.

2. Adverb – modify verbs, adjective, and adverbs

Example. Fluently speak very graceful

Adv. V. adv. Adj.

Examine the sentence below.

A responsible CSR calm handled the call.

The sentence structure is ungrammatical.
A responsible CSR calm handled the call.
Adj. v.

The word calm, which is an adjective, should not occur before the word
handled, which is a verb. A verb should be modified by an adverb. The word
calm should be replaced with the word calmly, which is an adverb, to make
the sentence grammatical.
A responsible CSR calmly handled the call.
Adv. V.

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ACTIVITY 1 CRITICAL VOWEL SOUNDS

Directions: Read the following words aloud. Make sure you produce the
critical vowel sounds correctly. Record your voice as you read the words.
After the last set, listen to how you pronounced each word.
Use the scoring rubric below.
1. sheep ship chit cheat
2. bill veal pill peel feel fill
3. bag bug tug tag cot cat
4. long loan
5. tooth ` thought foot fought

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ACTIVITY 2 CRITICAL CONSONANT SOUNDS

Directions: Read the following words aloud. Make sure you

produce the critical consonant sounds correctly.
Use the scoring rubric below.

1. though dough though dough

2. three tree three tree

3. ranch rank ranch rank

4. voice boys voice boys

5. whale hail whale hail

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 ACTIVITY 3 READ. PAIR. CRITIQUE

Directions: Get a partner. Read the following set of

sentences. Ask your partner to listen carefully and take note
of mispronounced phonemes as you read the given
sentences. Your partner’s task is to share with you his/her
comments once you are done. Do the same with your
partner.
1. Thank you for calling Send Service.
2. This is Ann.
3. How may I help you?
4. Have I addressed all of your concerns for today?
5. Let me thank you for calling Send Service. Have a great
day.

ACTIVITY 4 GRAMMATICAL OR UNGRAMMATICAL?

Directions: Determine whether the sentence in each

number is grammatical or ungrammatical. Draw a smiley 
if the sentence is grammatical. Otherwise, write
ungrammatical and identify the principle on sentence
construction violated by the sentence.

1. I received the order wrong.

2. The agent helpful.
3. The call was short yet meaningful.
4. An event end today.
5. Promo code invalid.

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TOPIC: LISTENING SKILLS

Objectives

1. Identify the important reason for listening.

2. Practice active listening.
3. Create helpful tips in establishing good listening skills among
Customer service representatives or anybody in the workplace.

LEARNING CONTENT
LESSON 5: Listening Skills

Listening is different from hearing. Hearing is an unconscious process. It is

the act of perceiving sound using the ear. Listening, on the other hand, is a
conscious process that requires concentration so that one can process the
meaning of the words and sentences. It is one of the most important skills a
person can have.
Why is hearing not enough? Why do we need to listen?
• We listen to gather information.
• We listen to understand others.
• We listen to be entertained.
• We listen to learn.

We listen almost everyday of our lives. Yet there are times when we do nott
listen as effectively as possible. This could be due to the barriers to
communication we have discussed on the previous lessons. Contact Center
Services provider must overcome these barriers and become an effective
listener. The aim of a Contact Center Services provider is to practise active
listening at all times. Active listening is not just listening to the words one
hears, but also entails trying to understand the whole message sent. The
following are tips on how you can improve your listening skills and become
an active listener.
1. Pay attention.

When engaged in a telephone conversation with a customer, you must give

him/her your undivided attention. Clicking your pen or communicating with
your co-worker will not help you understand the concerns of your customer.

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2. Assure the other party that you are listening.

Since you cannot give your occasional nod or smile to your customer on the
other end of the telephone conversation, your small verbal comments such as
‘yes’ or ‘uh huh’ will assure them that you are listening.

3. Provide feedback.

Restating what you heard and asking questions for clarification are forms of
feedback. You can say “What I’m hearing is” or “Let me just repeat that” to
restate, while statements such as “Is this what you mean?” will help you
clarify what you have heard.

4. Defer judgment.

Interrupting will only lead to frustration. Let the customer finish his
statement before you comment or clarify. Interrupting sends different
messages such as,
• “I’m more important than you are.”
• “My ideas are better than yours.”
• “I don’t really care what you think.”
• “Stop talking and listen to me.”

Hence, interrupting is not encouraged in any type of communication.

5. Respond appropriately.
Always remember to be polite and understanding when listening. Criticizing
the other party’s ideas will not help. Acknowledge his/her concerns and assert
you opinions politely. More so, be honest in your responses.

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ACTIVITY 5 Acrostics
Directions: Acrostics is a series of lines or verse in which the
first letter when taken in order, spell out a word or phrase.
Using the letters of the word LISTEN, create an acrostic
about tips of some tips on how to be an active listener. Do
this on a clean bond paper. You may also decorate your
output.

L-

I-

S-

T-

E-

N-

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CHECK YOUR UNDERSTANDING

Listen and Correct Me

Directions: Below is a paragraph about call centers in the Philippines.

However, there are many errors in the paragraph such as incorrect
punctuation marks, missing punctuation marks, misspelled words, incorrect
sentence construction, and the like. Try to read and listen to correct and
rewrite the paragraph. You may also add transition markers to make the
sentence coherent.

Outsourced call centers or contact centers is a group of individuals handling

a large volume of calls to the company. Call center employees or contact center
staff is usually known as call center agents, telemarketers, customer service
representatives (CSR), customer support, customer service and the like?

They could either take inbound calls to customer queries or call customers
and prospective clients as outbound telemarketers on a telemarketing
company! Call center and contact center agents may also be tasked for
directory assistance to generating leads for finance and mortgaging companies
and these calls come from foreign based mother companies.

Call centers is most common form of a Business Process Outsourcing or BPO

companies from the Philippines. Of course there are pros and cons and yet
outsourcing call center agents have numerous benefits for small and medium
scale businesses that would help the growth of their business by achieving
short and long term goals.

Many developing countries such as Philippines, India and countries in South

America are most common destinations for low-cost outsourcing? from these
outsource locations, companies top choice would be the Philippines;

REMEMBER

No matter what form of communication you intend to use or which

communication skills you use, always remember that the key to a good
communication is courtesy. Be courteous all the time.

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POST - TEST

Direction: Read the questions carefully and encircle the letter of the
correct answer.

1. We listen because of the following reason except.

C. To gather information C. To learn
D. To understand others D. To entertain others
2. To become an active listener, one should have the following skills except.
C. Pay attention C. Assure others that you are listening
D. Judge others D. Provide feedback
3. Interupting will only lead to frustration, which of the following message
does not a cause of interuption.
C. “I’m more important” C. “I really care about you”
D. “My ideas are better” D. “Stop talking and listen to me”
4. The following are barriers for active listening except.
C. Feedback C. Noise
D. Bad feeling D. Not paying attention
5. It is a conscious process that requires concentration so that one can
process the meaning of the words and sentences.
C. Hearing C. Speaking
D. Listening D. Writing
6. Which is not a part of vocal apparatus?
C. Teeth C. Tongue Tip
D. Nose D. Roof of mouth
7. Which is not pronounced with an unvoiced voice using a vocal apparatus?
C. Pennsylvania C. Alabama
D. Baltimore D. subscribe
8. Examples of voiced consonants includes the following exept.
C. telephone C. country
D. today D. do
9. Oral skills includes diphthongs, which of the following is not included?
C. ei C. a
D. iu D. au
10.Constructing sentences is governed by rules. Grammaticality of sentences
can be judged by the following except.
C. Phonemes C. Word order
D. Completeness D. Word combination

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REFLECTIVE LEARNING SHEET

I learned that…

_____________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________

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LET’S DO THE CHECKING

Answer Key

1. B 11. D 1. D 11. A
2. A 12. A 2. B 12. B
3. D 13 . D 3. C 13. D
4. C 14. B 4. A A 14. C
5. A 15. C 5. B B 15. C
6. D 6. B
7. B 7. A
8. C 8. D
9. A 9. C
10.B 10. A

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 REFERENCES
MODULE
1. Dagli, Diana Marie B., et al., Contact Center Services Grade 10.

GOVERNMENT DOCUMENTS

1. Department of Education. (2019, January). Technical Specifications

of Text
based Learning Resources. Present at the Training Workshop on the
Intellectual Property Rights (IPR) and Quality Assurance (QA) of
Learning Resources, Tanza, Cavite
2. Nieves, Grace R. (2016, November).Quality Assurance. Presented at
the
Workshop on Quality Assurance of Learning Materials for Learning
Resource Management and Development Section, Lucban Quezon

ACKNOWLEDGEMENT
First Edition 2020

Republic Act 8293 section 176 states that: No copyright shall subsist in any work
of the Government of the Philippines. However, prior approval of the government
agency or office wherein the work is created shall be necessary for exploitation of
such work for profit. Such agency or office may, among other things, impose as a
condition the payment of royalties.

Borrowed materials (i.e. songs, stories, poems, pictures, photos, brand names,
trademarks, etc.) included in this module are owned by their respective copyright
holders. Every effort has been exerted to locate and seek permission to use these
materials from their respective copyright owners. The publisher and authors do not
represent nor claim ownership over them.

Published by the Department of Education

Secretary: Leonor Magtolis Briones
Undersecretary: Diosdado M. San Antionio

Development Team of the Module

Writer: Jaymon E. Guazon, MT II

Editor: Ariel D. Tosio, EPS-TLE-TE/VOC.
Reviewer/Validator: Anthony H. Ducta, HT III
Management Team: Maria Magdalena M. Lim, Schools Division Superintendent-Manila
Aida H. Rondilla, Chief Education Supervisor
Lucky S. Carpio, Education Program Supervisor
Lady Hannah C. Gillo, Librarian II-LRMS

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