9-12

TLE/TVL - ICT
Contact Center Services (CCS) NC II
Quarter 1 – Module 3:
Communicate Effectively in
English
 What I Know

Activity 1.
Pre – Test
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 items, rate yourself on the scale of 1-10, with 10
being the highest. Do this on a separate sheet of paper.

Elements of
Oral Parameter Rating
Communication
I do not have problems in pronouncing any
Consonants
consonants or clusters.
I can pronounce vowel sounds clearly and
Vowels
fluently.
Syllables and/or I can clearly pronounce syllables and
grammatical grammatical endings such as
endings –d and –ed.
My word stress falls on the right syllables
Word stress
all the time.
Rhythm in I speak in a natural rhythm that does not
sentences sound abrupt or choppy.
Focus and
I use emphatic stress to indicate key words,
special emphasis
contrasts (not only/all), etc.
(Prominence)
My tone rises and falls in the appropriate
Intonation/Pitch parts of my statement. I do not sound
monotonous.
Thought groups I pause at commas and other appropriate
and linking parts of the statement.
Delivery (rate of
I am aware when to speak loud, soft, fast, or
speech,
slow.
loudness)
My Score:

II. Survey 2: Written Communication Skills

Directions: For each item below, please rate your abilities on a scale of 1 to
5 (5 being the highest). Check the box that corresponds to the number of your
choice.
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

1
 Parameter 1 2 3 4 5
I can write a good paragraph.
I can use appropriate vocabulary and word forms to
effectively communicate with the reader.
I can use appropriate punctuations in my sentences.
I know how to spell words, even unfamiliar ones.
I can make self-corrections on my grammar.
I can write quickly in English.
I can edit my writing to improve the wrong, grammar,
punctuation and spelling.
I can manage my ideas logically.

My Score:

Score interpretation:

Oral Communication Skills Written Communication Skills

Score Level Description Score Level Description
Can write clear,
smoothly
Can vary intonation
flowing, complex
and place sentence
sentences in a
76 - Exceptio stress correctly in 36 -
Exceptional logical structure
90 nal order to express 40
which helps the
finer shades of
reader to easily
meaning.
find significant
points.
Can write clear,
well-structured
sentences about
a subject,
stating reasons
Has a clear, natural
61 - Above- 31 - Above- about a subject,
pronunciation and
75 average 35 average stating reasons
intonation.
and relevant
examples and
making an
appropriate
conclusion.
Can write
connected texts
Pronunciation is
about the same
comprehensible
subject by
even if the accent is
46 - 21 - linking a series
Average not neutralized and Average
60 30 of shorter
occasional
sentences into a
mispronunciations
cohesive and
occur.
coherent
paragraph.

2
 Pronunciation is
generally clear
enough to be
Can write a
understood despite
series of simple
a noticeable non-
31 - 11 - phrases and
Weak native English Weak
45 20 sentences linked
speaker accent, but
with simple
conversational
connectors.
partners will need
to ask for repetition
from time to time.
Pronunciation is
sometimes difficult
to understand by
conversation Can write
30 10
partners especially simple isolated
and Poor and Poor
native English phrases and
below below
speakers because of sentences.
limited knowledge
of tone, stress and
intonation.

3
 Lesson
Communication
1 Pathways
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.

Why do Contact Center and Business Process Outsourcing companies

choose the Philippines? We, Filipinos, have the potential to develop excellent
communication skills. Moreover, we are highly trainable in terms of our
speaking and listening skills (DepEd TLE-ICT Contact Center Services Learner’s
Material, pp. 35-36).

What’s In

Directions: Do the following:

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.

What’s New

ICT in the Context of Global Communication

In terms of business and Accounting, Call Centers use computers to record
received or transmitted large volume of requests by telephone to administer incoming
product support or information inquiries from consumers or telemarketing (Jemma
Development Group, 2017).

4
 What is It

More often than not, Contact Center Services providers communicate

verbally. Verbal communication in this industry may occur on the 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 messages 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 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.

5
Table 2. Advantages and Disadvantages of the Different Ways to
Communicate
Ways to
Advantages Disadvantages
communicate
Oral ● Brings quick ● Speaker is usually
communication feedback unable to process
message before speaking
●

Written ● Messages can be ● Does not bring instant

communication edited before sending feedback
● Can be saved for ● Takes time to prepare
later study and requires writing
ability

Electronic ● Disregards the ● Relies on good internet

communication aspect of distance connection

It is also important to identify your communication pathways as a

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.

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.
(Adapted from DepEd TLE-ICT Contact Center Services Learner’s Material, pp. 41-44)

6
 What’s More

Activity 2: 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 a separate sheet of
paper.

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.
(Adapted from DepEd TLE-ICT Contact Center Services Learner’s Material, pp. 45)

What I Have Learned

Activity 3. 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 Activity/Worksheet No. 3.

7
 Type of Reason for
Situation
Communication 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
and suddenly the line got
disconnected.
(Adapted from DepEd TLE-ICT Contact Center Services Learner’s Material, pp. 45-46)

What I Can Do

Activity 4. Scenarios
In the scenario below, identify the suited way of communication you
can use. Defend your answer.

You work as a call center representative with a team of

15 others. Recently, you have noticed that the quality of the
work of some of your colleagues have not been very good and
many of them have not been showing up on time and other
teams have started noticing and complaining about it. Before
these complaints get taken further to the supervisor or
manager, you decided to talk with your co-workers to encourage
everyone to show up on time and do a better job next time.

What do you think is the best way to talk/inform your colleagues?

How are you going to do it? Why?

Now, let us evaluate how well you have understood the lesson.

8
 Assessment

Activity 4.
Choosing a Ways of Workplace Communication
Directions: Select the type(s) of communication for each format. Indicate your
answer by putting a check ( √ ) on the respective box. Do this on a separate
sheet of paper.

Format Verbal Written Electronic

1. Face-to-face conversation
2. Phone (landline)
3. Presentation

4. Memo
5. Video Conference
6. E – card
7. Mail via Airmail
8. Fax
9. Online meeting
10. Taking meeting notes using
OneNote

11. Sending out meeting details

via Microsoft Bookings

12. Chat/messaging
13. Posting in bulletin boards

14. Telecom
15. Building alarm
(Adapted from https://www.deped.gov.ph/wp-content/uploads/2020/04/FM-Module-2-
Interpersonal-Communication-1.pdf)

To intensify what you have learned about ways of communication

pathways, answer Activity/Worksheet No. 5.

9
 Additional Activities

Activity/Worksheet No. 5. Choosing a Way

Directions: For each way of communication, there is an example of how and
when to use that form of communication. Write three (3) more examples for
each way.
Verbal Written Electronic
You introduce a trainee You prepare handouts You set up a webinar to
to co-workers. for a meeting. inform the client the
work you did for them.

(Adapted from https://www.deped.gov.ph/wp-content/uploads/2020/04/FM-Module-2-

Interpersonal-Communication-1.pdf)

Challenge!
Show your learning progress by accomplishing the herein attached
activity sheets.

10
 11
What Can I Do
Answer may vary.
What I Have Learned
Choose the Best
Type of
Situation Reason for Choosing
Communication
1. You exceeded the allowed number of
minutes for late in a month. You It is best to send a letter of
Written communication
received a written warning asking you explanation because the notice
(Letter)
to provide an explanation for your was received through a letter too
tardiness.
2. Mrs. Smith requested to be regularly Electronic It is easier to place Mrs. Smith on
updated with the sale events and communication (email the list of customers who
promotions of the Yellow Star, which or text/sms) receives regular email about the
is an online store. promotions of the store.
3. You were in the middle of a call when Oral communication It is best to call the customer back
all of a sudden the line got (telephone call) and apologize for losing her on
disconnected. the line.
What’s More
Modified True or False
1. The fastest way to get a response is through oral communication.
2. Written communication is asynchronous.
3. True
4. The primary communication pathway used in the contact center service industry is from agent
to customer.
5. True
6. True
7. E-mail and other electronic forms of messages can be classified as written communication.
8. Examples of written communication are as memos, proposals, training manuals, and company
policies.
9. True
10. One disadvantage of oral communication is the lack of time for the speaker to process the
message before delivery.
Answer Key
 12
Assessment
Format Verbal Written Electronic
1. Face-to-face conversation √
2. Phone (landline) √
3. Presentation √ √
4. Memo √ √
5. Video Conference √ √
6. E – card √
7. Mail via Air mail √ √
8. Fax √
9. Online meeting √ √
10. Taking meeting notes using
√ √
OneNote
11. Sending out meeting details via
√
Microsoft Bookings
12. Chat/ Messaging √
13. Posting in bulletin boards √ √
14. Telecom √ √
15. Building alarms √
References
Curriculum Guide 2016. Contact Center Services (NC II), Information and
Communications Technology, page 14 of 24.
English 7 Learner’s Material 2017, pp. 17 –
Empowerment Technology 2017. Jemma Development Group, Jemma, Inc.
Websites:
https://lrmds.deped.gov.ph/detail/13781
https://lrmds.deped.gov.ph/list/subjects/636
https://lrmds.deped.gov.ph/list/subjects/641
https://www.deped.gov.ph/wp-content/uploads/2020/04/FM-Module-2-
Interpersonal-Communication-1.pdf

https://www.scribd.com/doc/267763691/TLE-ICT-Contact-Center-
Services-Grade-10-LM

https://www.scribd.com/doc/267763707/TLE-ICT-Contact-Center-
Services-Grade-10-TG

13
 Republic of the Philippines
Department of Education
Region VI-Western Visayas
Schools Division of Capiz
______________________________________________

CONTACT CENTER SERVICES 10

MODULE 3 – Lesson 1

ACTIVITY/WORKSHEET NO. 1

Learner’s Name

Grade Level &

Section

Learning Area Analyze communication process (TLE_ICTCC10CE-Ia-c-1).

Lesson Title Communication Pathways

Identify communication pathways available in accordance
Objective/s
with the contact center SOP.

Supplies/Materials Paper, Pen, Activity Sheet

Tools/Equipment

Suggested Self – Learning Module in CCS 10, Module 2, p. 7 –

Reference/s 10.

Background
Information/ Refer to Self – Learning Module in CCS 10, Module 3,
Resources for p 7 – 10.
Learners

Activity 1.

Pre – Assessment

Activity 1. Pre – Test

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 items, rate yourself
on the scale of 1-10, with 10 being the highest. Do
this on a separate sheet of paper.

14
Elements of Oral
Parameter Rating
Communication
I do not have
problems in
Consonants pronouncing any
consonants or
clusters.
I can pronounce
Vowels vowel sounds
clearly and fluently.
I can clearly
Syllables and/or pronounce syllables
grammatical and grammatical
endings endings such as
–d and –ed.
My word stress falls
on the right
Word stress
syllables all the
time.
I speak in a natural
Rhythm in rhythm that does
sentences not sound abrupt or
choppy.
I use emphatic
Focus and special stress to indicate
emphasis key words,
(Prominence) contrasts (not
only/all), etc.
My tone rises and
falls in the
appropriate parts of
Intonation/Pitch
my statement. I do
not sound
monotonous.
I pause at commas
Thought groups and other
and linking appropriate parts of
the statement.

15
 I am aware when to
Delivery (rate of
speak loud, soft,
speech, loudness)
fast, or slow.

My Score:

II. Survey 2: Written Communication Skills

For each item below, please rate your abilities on
a scale of 1 to 5 (5 being the highest). Check the
box that corresponds to the number of your
choice.
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
Parameter 1 2 3 4 5
I can write a good paragraph.
I can use appropriate vocabulary and
word forms to effectively
communicate with the reader.
I can use appropriate punctuations in
my sentences.
I know how to spell words, even
unfamiliar ones.
I can make self-corrections on my
grammar.
I can write quickly in English.
I can edit my writing to improve the
wrong, grammar, punctuation and
spelling.
I can manage my ideas logically.

My Score:

16
Score interpretation:

Oral Communication Skills Written Communication

Skills
Score Level Description Score Level Descriptio
n

Can
write
clear,
smoothl
y
Can vary
flowing,
intonation
complex
and place
sentenc
sentence
es in a
stress
76 - Exceptio 36 - Exceptio logical
correctly in
90 nal 40 nal structur
order to
e which
express
helps
finer
the
shades of
reader
meaning.
to easily
find
significa
nt
points.

Can
write
clear,
well-
structur
ed
sentenc
es about
Has a a
clear, subject,
61 - Above- natural 31 - Above- stating
75 average pronunciati 35 average reasons
on and about a
intonation. subject,
stating
reasons
and
relevant
example
s, and
making
an

17
 appropri
ate
conclusi
on.

Can
write
connect
ed texts
about
Pronunciati
the
on is
same
comprehen
subject
sible even if
by
the accent
linking
46 - is not 21 -
Average Average a series
60 neutralized 30
of
and
shorter
occasional
sentenc
mispronun
es into a
ciations
cohesive
occur.
and
coheren
t
paragra
ph.

Pronunciati
on is
generally
clear
enough to
be
understood
despite a Can
noticeable write a
non-native series of
English simple
speaker phrases
accent, but and
31 - conversatio 11 -
Weak Weak sentenc
45 nal 20
es
partners linked
will need to with
ask for simple
repetition connect
from time ors.
to time.

18
 Pronunciati
on is
sometimes
difficult to
understand
by
conversatio Can
n partners write
30 especially 10 simple
and native and isolated
Poor Poor
belo English belo phrases
w speakers w and
because of sentenc
limited es.
knowledge
of tone,
stress, and
intonation.

19
 Republic of the Philippines
Department of Education
Region VI-Western Visayas
Schools Division of Capiz

_____________________________________________________
CONTACT CENTER SERVICES 10
MODULE 3 – Lesson 1

ACTIVITY/WORKSHEET NO. 2

Learner’s Name
Grade Level &
Section
Analyze communication process (TLE_ICTCC10CE-Ia-c-
Learning Area
1).

Lesson Title Communication Pathways

Identify communication pathways available in accordance
Objective/s
with the contact center SOP.

Supplies/Materials Paper, Pen, Activity Sheet

Tools/Equipment
Suggested Self – Learning Module in CCS 10, Module 2, p. 7 –
Reference/s 10.
Background
Information/ Refer to Self – Learning Module in CCS 10, Module
Resources for 3, p 7 – 10.
Learners
Directions: Read the following statements about
communication. Tell whether the statement is true
Activity 2. Modified
or false. Write TRUE if the statement is correct.
True or False
Otherwise, rewrite the statement to correct it. Do
this by accomplishing each item below.
1. The fastest way to get a response is through
written communication.
Answer:

20
2. Written communication is synchronous.
Answer:

3. Oral and written communication are both verbal

communication.
Answer:

4. The primary communication pathway used in the

Contact Center Services industry is from agent to
supervisor.
Answer:

5. The use of electronic communication disregards

the aspect of distance.
Answer:

6. It is important to be simple and concise when

communicating.
Answer:

7. E-mail and other electronic forms of messages can

be classified as oral communication.
Answer:

21
8. Examples of written communication are memos,
proposals, training manuals, company policies,
and phone calls.
Answer:

9. Most industries and businesses rely on the use of

email for internal and external communication.
Answer:

10. One advantage of oral communication is the lack

of time for the speaker to process the message
before delivery.
Answer:

22
 Republic of the Philippines
Department of Education
Region VI-Western Visayas
Schools Division of Capiz

____________________________________________
MODULE 3 – Lesson 1

ACTIVITY/WORKSHEET NO. 3

Learner’s Name

Grade Level &

Section

Learning Area Analyze communication process (TLE_ICTCC10CE-Ia-c-1).

Lesson Title Communication Pathways

Identify communication pathways available in accordance
Objective/s
with the contact center SOP.

Supplies/Materials Paper, Pen, Activity Sheet

Tools/Equipment

Suggested Self – Learning Module in CCS 10, Module 2, p. 11 –

Reference/s 14.

Background
Information/ Refer to Self – Learning Module in CCS 10, Module 3,
Resources for p 11 – 14.
Learners

Below are scenarios that you may encounter when you

become a part of the contact service industry. Imagine
Activity 3. that you are already working as a contact center
Choose the Best agent. You may encounter the following situations.
Identify the best type of communication that should
be used. Provide reasons for choosing it.

Type of Reason for

Situation
Communication Choosing

1. You exceeded
the allowed
number of
minutes for
late in a

23
 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.

24
3. You were in
the middle of
a call and
suddenly the
line got
disconnected.

25
 Republic of the Philippines
Department of Education
Region VI-Western Visayas
Schools Division of Capiz

____________________________________________
MODULE 3 – Lesson 1

ACTIVITY/WORKSHEET NO. 4

Learner’s Name

Grade Level &

Section

Learning Area Analyze communication process (TLE_ICTCC10CE-Ia-c-1).

Lesson Title Communication Pathways

Identify communication pathways available in accordance
Objective/s
with the contact center SOP.

Supplies/Materials Paper, Pen, Activity Sheet

Tools/Equipment

Suggested Self – Learning Module in CCS 10, Module 2, p. 11 –

Reference/s 14.

Background
Information/ Refer to Self – Learning Module in CCS 10, Module 3,
Resources for p 11 – 14.
Learners

Activity 4. In the scenario below, identify the suited way of

Scenario communication you can use. Defend your answer.

You work as a call center representative with a team

of 15 others. Recently, you have noticed that the
quality of the work of some of your colleagues have not
been very good and many of them have not been
showing up on time and other teams have started
noticing and complaining about it. Before these
complaints get taken further to the supervisor or
manager, you decided to talk with your co-workers to
encourage everyone to show up on time and do a
better job next time.

26
 Answer:

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

Assessment Indicate your answer by putting a check on the
respective box.

Direction: Select the type(s) of communication for

each format. Indicate your answer by putting a check
on the respective box. Do this in your
Activity/Worksheet No. 4 at the Assessment part.

Format Verbal Written Electronic

1. Face-to-face
conversation
2. Phone
(landline)
3. Presentation

4. Memo

5. Video
Conference
6. E – card

7. Mail via
Airmail
8. Fax

9. Online meeting

10. Taking
meeting notes
using OneNote

27
11. Sending out
meeting details
via Microsoft
Bookings
12. Chat/
messaging
13. Posting in
bulletin boards
14. Telecom

15. Building
alarm

28
 Republic of the Philippines
Department of Education
Region VI-Western Visayas
Schools Division of Capiz

____________________________________________
CONTACT CENTER SERVICES 10
MODULE 3 – Lesson 1

ACTIVITY/WORKSHEET NO. 5

Learner’s Name
Grade Level &
Section
Learning Area Analyze communication process (TLE_ICTCC10CE-Ia-c-1).

Lesson Title Communication Pathways

Identify communication pathways available in accordance
Objective/s
with the contact center SOP.

Supplies/Materials Paper, Pen, Activity Sheet

Tools/Equipment
Suggested Self – Learning Module in CCS 10, Module 2, p. 11 –
Reference/s 14.
Background
Information/ Refer to Self – Learning Module in CCS 10, Module 3,
Resources for p 11 – 14.
Learners
For each way of communication, there is an example
Activity 5.
of how and when to use that form of communication.
Choosing a Way
Write three (3) more examples for each way.

Verbal Written Electronic

You introduce a You prepare You set up a webinar
trainee to co- handouts for a to inform the client
workers meeting the work you did for
them.

29
30