Directions: In a separate sheet of paper or in your notebook draw a vicinity map reflective of potential market in Contact Center Services in your province. Provide a simple statement to describe your map.
Vicinity Map Tagline
Logo
ICT – CONTACT CENTER SERVICES – Grade 10 35
Content Standard Performance Standard The learner demonstrates
understanding of concepts and underlying principles in communicating effectively in English.
The learner independently demonstrates the proper skills of communicating effectively in the English language in accordance with company policies.
Quarter I, II Time Allotment: 100 hours
MODULE 3
COMMUNICATING EFFECTIVELY IN ENGLISH Introduction
Technology and Livelihood Education (TLE) is a K to12 Basic Education Curriculum subject area that offers students like you opportunities to be active members of the entrepreneurial society. One area of this discipline is the Information and Communications Technology (ICT). This module will focus on ICT specialization – CONTACT CENTER SERVICES.
Contact Center Services industry is the fastest growing industry in the Philippines. The CCS industry is part of the outsourcing industry where big companies subcontract a part of their department off-shore. The industry has provided many Filipinos with stable jobs. More so, the industry has helped in augmenting the economy of the country. It has been forecasted that the Outsourcing Industry will continue to grow rapidly in the coming years.
According to the British Broadcasting Company, the Philippines outranked India in providing professionals in CCS in 2012. Currently, the country is still counting on this industry to drive the formation of new jobs.
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Why do Contact Center and Business Process Outsourcing companies choose the Philippines? We, Filipinos, have the potentials to develop excellent communication skills. Moreover, we are highly trainable in terms of our speaking and listening skills.
This module is carefully designed to develop your communication skills in English, both written and spoken media. Included in this module are lessons about communication pathways, elements of communication, barriers to communication, oral and listening skills, grammar, writing skills, voice and accent, and communication cues.
Achievement of the objectives of this course will make you more marketable in the field of Contact Center Services.
This module will help students like you develop the skill of effective communication which is vital in the field of Contact Center Services.
To communicate using words, whether written or spoken, is the primary responsibility of a Contact Center Service provider. It is part of his/her daily task, whether inbound or outbound. The communication process is a two-way street that entails careful choice of words, proper delivery, and an open mind.
OBJECTIVES
At the end of this module, you are expected to:
analyze communication process,
communicate and listen effectively, and
use paralanguage communication cues.
PRE-ASSESSMENT
Let us first assess your entry level knowledge and skills regarding this lesson. It is important to identify your strengths and weaknesses in communicating so that you know where and what to improve. Answer the following tests honestly.
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I. SURVEY 1
Oral communication skills
This survey provides opportunities for you to check areas of your oral communication skills. It is a guide to help you diagnose your strengths and difficulties. On each of the item, rate yourself on the scale of 1-10, with 10 being the highest. Do this on a separate sheet of paper.
Elements of Oral Communication
Parameter Rating
Consonants I do not have problems in pronouncing any consonants or clusters.
I can clearly pronounce syllables and grammatical endings such as –d and –ed.
Word stress
My word stress falls on the right syllables all the time.
Rhythm in
sentences
I speak in a natural rhythm that does not sound abrupt or choppy.
Focus and special emphasis
(Prominence)
I use emphatic stress to indicate key words, contrasts (not only/all), etc.
Intonation/Pitch My tone rises and falls in the appropriate parts of my statement. I do not sound monotonous.
Thought groups and linking
I pause at commas and other appropriate parts of the statement.
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Delivery (rate of speech, loudness)
I am aware when to speak loud, soft, fast, or slow.
My score
II. SURVEY 2
Written communication skills
For each item below, please rate your abilities in a scale of 1 to 5 (5 being the highest). Circle your choice. Do this on a separate sheet of paper.
1=never or almost never true for me 2=usually not true for me
3=somewhat true for me 4=usually true for me
5=always or almost always true for me
I can write a good paragraph. 1 2 3 4 5 I can use appropriate vocabulary and
word forms to effectively communicate with the reader.
1 2 3 4 5
I can use appropriate punctuations in my sentences.
1 2 3 4 5
I know how to spell words, even unfamiliar ones.
1 2 3 4 5
I can make self-corrections on my grammar.
1 2 3 4 5
I can write quickly in English.
1 2 3 4 5
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I can edit my writing to improve the wording, grammar, punctuation, and spelling.
1 2 3 4 5
I can arrange my ideas logically.
1 2 3 4 5
My score
ORAL COMMUNICATION SKILLS Score
Level Description
76 – 90 Exceptional Can vary intonation and place sentence stress correctly in order to express finer shades of meaning.
61 – 75 Above-average Has a clear, natural pronunciation and intonation.
46 – 60 Average Pronunciation is comprehensible even if accent is not neutralized and occasional mispronunciations occur.
31 – 45 Weak Pronunciation is generally clear enough to be understood despite a noticeable non-native English speaker accent, but conversational partners will need to ask for repetition from time to time.
30 and below
Poor Pronunciation is sometimes difficult to understand by conversation partners especially native English speakers because of limited knowledge of tone, stress and intonation.
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WRITTEN COMMUNICATION Score
Level Description
36 – 40 Exceptional Can write clear, smoothly flowing, complex sentences in a logical structure which helps the reader to easily find significant points.
31 - 35
Above-average Can write clear, well-structured sentences about a subject, stating reasons and relevant examples, and making an appropriate conclusion.
21 - 30
Average Can write connected texts about the same subject by linking a
series of shorter sentences into a cohesive and coherent paragraph.
11 - 20
Weak Can write a series of simple phrases and sentences linked with simple connectors.
10 and below
Poor Can write simple isolated phrases and sentences.
Now that you have assessed your level in communication skills, you may now start studying the lessons. Keep in mind the specific areas
that you need to improve on.
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LEARNING GOALS AND TARGET
Before you begin your journey in this module, it is important to set your personal goals and targets based on what you have read in the introduction of this module. Let the objectives be your guide in setting your personal goals.
Lesson 1. Analyze Communication Process
There are several ways to communicate and share information and message nowadays. With the advent of technology, communication is not only limited to verbal and written way. One may also send a message through electronic methods such as e-mail, chat, and the like. In this part of the module, you will explore the different ways to communicate and the different pathways of communication in the Contact Center Service industry.
Preliminary Activities
Answer the following questions in your notebook.
1. Imagine you are working as a Contact Center Service representative.
List down the different ways you communicate in the workplace.
2. Identify the people that you communicate with in the workplace.
Goal 1 Goal 2 Goal 3 Goal 4 Goal 5
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1.1 Communication Pathways
More often than not, Contact Center Services providers communicate verbally. Verbal communication in this industry may occur in phone or in person. In this type of communication, the message is transmitted verbally.
Hence, it is important to remember the acronym KISS (Keep it short and simple).
For example:
A. I understand that you lost the receipt but we have to follow the standard procedure regarding return of items without receipt.
B. I understand your concern. However, we have procedures to follow regarding the matter.
Statements A and B contain the same message. However, statement B transmits the message in a simpler yet more concise way.
Verbal communication may either be oral or written. Written communication is also a common form of communication. These are printed messages such as memos, proposals, training manuals, company policies, and letters. Written communication is asynchronous, which means that it occurs at different times. The sender may write a message that the receiver may read anytime.
Oral communication occurs in telephone calls. Call handling skills are the skills that you have to possess to be part of the Contact Center Service industry.
E-mails and other electronic methods of sending message can be classified under written communication. An E-mail is the inter-office and inter-organization mail system. It is a system of worldwide electronic communication in which a computer user can compose a message at one terminal that can be regenerated at the recipient’s terminal. E-mails are also
ICT – CONTACT CENTER SERVICES – Grade 10 43
asynchronous. Businesses nowadays rely on the use of e-mail as a form of communication internally (within the company) and externally (outside the company).
Let us compare the different types of communication. Look at table 2 below.
Table 2. Advantages and Disadvantages of the Different Ways to Communicate
Ways to Communicate Advantage Disadvantage Oral communication Brings quick
feedback
Speaker is usually unable to process message before speaking Written communication Messages can be
edited before Contact Center Services provider. In this industry your, primary communication pathway, is from you as an agent to your customer. In this pathway you will be maximizing the use of oral communication since most of your customers are located off-shore.
Nevertheless, you are not limited to this pathway. Communicating with the people around you in the workplace is also a part of your job. You communicate, whether oral or written, with your supervisors, peers, and subordinates.
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Below are helpful tips for you to consider in establishing good communication among your customers or anybody else in your workplace.
You must be:
alert
pleasant
polite
friendly
fair
thoughtful
cooperative
humble
tolerant and considerate
loyal
sensitive
honest
show self-control
flexible and adaptable
punctual
enthusiastic
responsible
.
No matter what form of communication you intend to use or which communication pathway you use, always remember that the key to
a good communication is courtesy. Be courteous all the time.
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Task 1. Modified True or False
Directions: Read the following statements about communication. Tell whether the statement is true or false. Write TRUE if the statement is correct. Otherwise, rewrite the statement to correct it. Do this on your notebook.
1. The fastest way to get a response is through written communication.
2. Written communication is synchronous.
3. Oral and written communication are both verbal communication.
4. The primary communication pathway used in the Contact Center Services industry is from agent to supervisor.
5. The use of electronic communication disregards the aspect of distance.
6. It is important to be simple and concise when communicating.
7. E-mail and other electronic forms of messages can be classified as oral communication.
8. Examples of written communication are memos, proposals, training manuals, company policies, and phone calls.
9. Most industries and businesses rely on the use of email for internal and external communication.
10. One advantage of oral communication is the lack of time for the speaker to process the message before delivery.
Task 2: CHOOSE THE BEST
Directions: Below are scenarios that you may encounter when you become a part of the contact service industry. Imagine that you are already working as a contact center agent. You may encounter the following situations. Identify the best type of communication that should be used. Provide reasons for choosing it. Do this in a separate sheet of paper.
Process
Reflect and Understand
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SITUATION TYPE OF
COMMUNICATION
REASON FOR CHOOSING 1. You exceeded
the allowed number of minutes for late in a month. You received a written warning asking you to provide an explanation for your tardiness.
2. Mrs. Smith requested to be regularly
updated with the sale events and promotions of the Yellow Star, which is an online store.
3. You were in the middle of a call when all of a sudden the line got
disconnected.
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1.2 Elements of Communication PRELIMINARY ACTIVITY
Communication is a process that involves different elements which affect message transmission and message quality. Before we begin the lesson, try to recall the last time you communicated with another person.
Below is an unlabelled illustration of the communication process. Try to fill it in with your idea of the elements included in the process.
Communication is a process where the message is packaged, channelled, and conveyed by a sender to a receiver through a certain medium. It is a process in the sense that steps have to be done in a particular order.
FEEDBACK LOOP
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Examine the figure below.
Figure 4 The Communication Process
How many elements of communication process do you see?
The communication process has the following elements:
1. Message
Message is the most essential part of the communication process. A message may come in different forms such as a letter, a phone call, a video presentation, an email, or a face-to-face interaction. It is not what the sender intends it to be but how the receiver understood the information he/she received. Therefore, the sender should carefully craft his/her message using good grammar and proper choice of words.
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Example:
an order
your new schedule
a co-worker’s request 2. Sender
The sender initiates the communication. He/she decides what message to send and in what medium the message will be sent. It is the job of the sender to encode the message. In doing so, the sender should always keep in mind an understanding of who the receiver is to make the information more relevant and appropriate.
Example:
the client or customer placing an order
your supervisor giving a memo
your co-worker sending an email 3. Transmission medium
Transmission medium is the immediate form in which the message is being communicated. Message may be communicated in the form of a letter, a voice call, or an e-mail.
Example:
a phone call
a memo
an e-mail 4. Recipient
Recipient or the receiver is the party to whom the message is intended to. He/she is the one who interprets the message. The recipient/receiver may not necessarily be an individual person. A recipient may also be a group of people such as an audience.
Example:
a customer sales representative
an employee
a fellow co-worker
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5. Noise
Anything that interferes with the communication process between the sender and the recipient is called noise. Noise, sometimes called interference, may change the meaning of the message sent. Most of the time, message is not received exactly the way the sender intends it to be. The presence of noise in all aspects of communication makes it impossible. Noise can either be internal or external. External noise refers to the physical environment which includes physiological condition while internal noise includes psychological noise. An example of psychological noise is a divided attention of a recipient.
Example:
loud music from the radio (external)
on-going construction outside the office (external)
an agent is hungry (external)
an agent is thinking of her sick puppy while on a call (internal)
an interviewee who has low self-esteem (internal) 6. Context
Context is the personal background of the communicators or the background of a communicative situation that may affect the transmission of message.
Example:
gender preference
race
religious beliefs
educational attainment
during a war
during a crisis
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TASK 1: POOL UP
Directions: Identify the element of communication described in each number. Choose your answer from the pool of words inside the box. Do this in a separate sheet of paper
1. It is the communication background that may affect the transmission of message.
2. It is the person to whom the message is intended to.
3. It is the immediate form in which the message is transmitted.
4. It is how the receiver understood the information he received.
5. It is the person who initiates the communication.
6. It can be anything that interferes with the communication process.
sender message barrier
recipient context feedback
medium noise
Process
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TASK 2. ELEMENTS OF COMMUNICATION
Directions: Below is a form of written communication. Identify the different elements in the letter by accomplishing the table that follows. Do this in a separate sheet of paper.
Mr. Jack Hunt
Credit Department, Zassy Mall
2100 Clarendon Boulevard, Suite 414 Arlington, VA 22201
RE: Refund for Receipt No. 2885
Dear Mr. Hunt:
I am writing this letter to follow up on the refund from my purchase last December 13, 2013. I already called the customer service, but no action was done. I was given report number 321 if I want to check the status of my refund. I am hoping that by writing your office, necessary actions will be taken. I attached a copy of my receipt that contains my transaction number.
I am hoping for your appropriate response.
Sincerely, Lisa Mcneil
Reflect and Understand
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PRELIMINARY ACTIVITY
There are times when communicating with others becomes a difficult task. There will always be hindrances to communication. Before we start the next lesson, think of the things that usually hinder a good communication process. List down the things that impede understanding of the. Do this on your notebook.
1.3 Barriers to Communication
Communication is not a one-way street. Barriers may come from both ends of the communication line. They are always present. A person with good communication skill can identify the presence of these barriers and take necessary actions to avoid, if not to eliminate them.
The most common and easiest to identify among the barriers to communication is noise. It has been an indispensable in the communication process which has already been discussed in the previous lesson. External noise, which may be physical noise, can immediately affect the quality of
Elements of Communication
Sender
Recipient
Message
Transmission medium
Know
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communication. It may be a radio turned up high, an ongoing construction outside your office building, or even your co-worker next you tapping his hand on the desk. These kinds of noise make it difficult for you to understand your caller and they also make it difficult for your caller to understand you.
In order to resolve the problem caused by noise barriers, you can do the following:
1. If the problem is with your caller, it is acceptable if you inform them by saying, “Mr. Mcneil, I am having trouble hearing you. Can you please (tell the caller what to do)?
2. If the problem is coming from your end, it is best to identify the source of the noise and fix it immediately.
Time can also be a barrier to communication. It affects communication most especially in written communication. Letters and memoranda not sent or received at the right time may cause major misunderstanding between
Time can also be a barrier to communication. It affects communication most especially in written communication. Letters and memoranda not sent or received at the right time may cause major misunderstanding between