What I Know?
Multiple Choice. Choose the letter of the correct answer.
1. This pertains to
conveying of messages by exchanging thoughts or information via speech,
visuals, signals, writing, or behavior.
a. Communication b. Business c. Speech d.
Workplace
2. This communication may
include conversations, meetings, presentations, and phone calls.
a. Verbal b. Nonverbal c. Written d. Electronic
3. This communication
involves the use of body movements and facial expressions in order to send
messages.
a. Verbal b. Nonverbal c. Written d. Electronic
4. This person is the one who initiates or begins communication
a. Sender b. Initiator c. Channel d. Message
5. It is the medium through
which a message travels to the receiver for decoding.
a. Sender b. Channel c. Context d.
Reader
6. It refers to anything
introduced into the message that is not included in it by the sender and may
disrupt communication.
a. noise b. time
c. prejudgment d. quality of message
7. Which of the following
consonants is unvoiced?
a. /b/ b. /p/ c. /h/ d. /m/
8. This part of the sentence
consists of the simple subject and all the words that modify it.
a. simple subject
b. simple predicate
c. complete subject
d. complete predicate
9. The verb “will have gone”
belongs to this tense and aspect.
a. past perfect
b. simple past
c. future progressive
d. future perfect
10. Provide the correct
preposition: Since I was born, I have lived in ___ the Philippines.
a. in b. on c. at d. by
11. Identify the modifier in
this sentence: The sparkling waters invite me for a dip.
a. waters b. invites c. me d. sparkling
12. This is an active
process of the brain that requires effort, motivation, and patience
a. hearing b. listening c. remembering d. questioning
13. All of the following
words have an
incorrect spelling except for _________.
a. altogether b. judgment c. unnecessary d. occurred
14. In this pattern, items
are arranged according to their physical position or relationships.
a. chronological b. climactic c. topical d. spatial
15. This type of sentence
elaborates and explains the idea introduced at the beginning of the paragraph.
a. topic b. supporting c. concluding d. title
DepEd TV Video Lesson
Communication pertains to
conveying messages by exchanging thoughts or information through speech,
visuals, signals, writing, or behavior. In the Contact Center Services
industry, communication is an essential aspect of delivering quality services
to customers.
A CCS practitioner must communicate with different people daily, using different means. In this lesson, you will be introduced to various types and pathways of communication in the CCS workplace, the elements of the communication process, and barriers to effective communication.
I. Types of
Communication:
- Verbal
communication - exchange of information and thoughts through speech, such
as presentations, conversations, and meetings.
- Written
communication - printed messages such as letters, memos, proposals,
reports, training manuals, and operating policies.
- Non-verbal
communication - sending and receiving wordless (mostly visual) cues like
actions, body language, facial expressions, eye contact, and posture to
deliver a message.
- Electronic communication - uses digital technologies and the internet to carry messages between senders and recipients, including email, chat, and social networking sites.
II. Pathways of
Communication:
- Agent and
Supervisor - Supervisors or team leaders provide feedback and mentorship
to agents through one-one-sessions or team huddles.
- Agent and
Co-Agents - They engage in conversations about their work and aim to
develop their knowledge and skills together. Often, they attend huddles
and meetings together and help each other during calls.
- Agent and Customer - Through telephone conversations, agents provide customer service in the form of answering queries, processing orders, or updating information.
Learning
Activity A.
Directions: Identify the pathway of communication that occurred in the situations given below. Choose from the letters below:
A.
Agent and Supervisor
B.
Agent and Co-Agent
C.
Agent and Customer
_______________1.
Abby, a team leader, conducted a meeting with her team regarding company
policies and updates.
_______________2.
During the meeting, Alice notices that her teammate Henry fidgets and refuses
to make eye contact, so she decides to talk to him.
_______________3.
Adrian, another team leader, posts a new memorandum on the bulletin board.
_______________4.
Meanwhile, Christian entertains a customer’s concern over the phone.
_______________5. Clarisse sends an e-mail to a customer about the latest offers and products of the company.
Learning Activity B
Directions:
In the table below are different situations that you may encounter in the CCS
workplace. Analyze each situation and provide the type of communication used,
the pathway shown, and the message sent. Write your answers on the table
provided. The first row has been answered to serve as an example. One point for
every correct response.
|
Situation |
What
type of communication was used? |
What
pathway of communication was shown? |
What
was the message sent? |
|
1. A customer requests for a refund
for the shoes he bought, since they were too small for him. |
Verbal
Communication |
Agent
and Customer |
Customer
is asking for a refund for the shoes. |
|
2. Your team leader announces in
your group chat that the meeting will be moved next week. |
|
|
|
|
3. The customer asks you to update
him on all the latest products that your company offers. |
|
|
|
|
4. You received a letter of
commendation from your superiors for your excellence in work. It is also
stated in the letter that you have additional incentives for a job well done. |
|
|
|
Directions: Below are the means used to
communicate in the workplace. Identify its type of communication. Choose from:
Verbal, Written, Nonverbal, or Electronic.
____________________1.
Letter
____________________2.
Team meeting
____________________3.
Recorded announcement on speakers
____________________4.
Nod
____________________5.
Chat
____________________6.
Telephone Call
____________________7.
Bulletin board announcement
____________________8.
E-mail
____________________9.
Company policy book
____________________10.
Smile
____________________11.
Memorandum
____________________12.
Website
____________________13.
Handshake
____________________14.
Brochure
____________________15.
High five
The learners will write
their personal insights in their notebook, journal, or portfolio about the
lesson using the prompts below:
I understand that __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
I realize that
Prepared by:
MARY ANN N. VILLAREAL
Master Teacher I
Checked by:
CRISANTA F. CAUDAL
HT IV-TLE
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