Competency Based Learning Material Ncii

COMPETENCY BASED LEARNING MATERIAL
Sectors:
Metals and Engineering, Land and Transportation
Basic Competency:
Communications
Unit of Competency:
Receive and Respond in Workplace
Communications
Module Title:
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Receiving and Responding in Workplace
Communications
HOW TO USE THIS COMPETENCY BASED LEARNING

MATERIAL
Welcome to the module in Receiving and Responding to

Workplace Communication. This module contains training
materials and activities for you to complete.
The unit of competency “Receive and Respond to
Workplace Communication” contains knowledge, skills and
attitudes required for “Receiving and Responding Workplace
Communication”.
You are required to go through a series of learning activities in
order to complete each learning outcome of the module. In each
learning outcome there are Information Sheets, Resource Sheets and
Reference Materials for further reading to help you better understand
the required activities. Follow these activities on your own and
answer the self-check at the end of each learning outcome. Get the
answer key from your instructor and check your work honestly.
If you have questions, please don’t hesitate to ask your
facilitator for assistance. Your facilitator will always be a available to
assist you during the training.
The goal of this course is the development of practice skills. To
gain these skills, you must learn basic concepts and terminology. For
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the most part, you’ll get this information from the Information Sheets
and TESDA Website, www.tesda.gov.ph.
This module was prepared to help you achieve the required
competency “Receive and Respond to Workplace Communication”.
This will be the source of information for you to acquire
knowledge and skills in this particular competency independently
and at your own pace, with minimum supervision or help from your
instructor.
Remember to:
Work through all the information and complete the activities in
each section.
Read information sheets and complete the self-check.
Suggested references are included to supplement the materials
provided in this module.
Most probably your trainer will also be your supervisor or
manager. He / she is there to support you and show you the correct
way to do things.
You will be given plenty of opportunity to ask questions and
practice on the job. Make sure you practice your new skills during
regular work shifts. This way you will improve both your speed and
memory and also your confidence.
Use the Self-checks, Operation Sheets or Job Sheets at the

end of each section to test your own progress.
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When you feel confident that you have had sufficient practice,
ask your Trainer to evaluate you. The results of your assessment will
be recorded in your Progress chart and Accomplishment Chart.
You need to complete this module before you can perform the
next module Provide Room Service.
SUMMARY OF COMPETENCY-BASED LEARNING

MATERIALS
List of Basic Competencies
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No. Unit of Competency Module Title
Receive and Respond to Receiving and

1. Workplace Communication Responding to
Workplace
Communication
2. Work with Others Working with Others
3. Demonstrate work values Demonstrating Work

Values
Practice Housekeeping Practicing
4. Procedures Housekeeping
Procedures
TABLE OF CONTENTS
How To Use This Competency Based Learning Materials:

2
Summary of Competency Based Learning Materials 4
Unit of Competency 6
1. Learning Outcome 1: Follow Routinary Spoken Message 7
2. Learning Experiences 8
3. Information Sheet 1: The Art of Listening 11
4. Information Sheet 2: Reading Information/Details 19
5. Information Sheet 3: Fact and Opinion 27

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6. Information Sheet 4: Writing a Travelogue 35
7. Information Sheet 5: Organizational Policies and Guidelines

42
8. Learning Outcome 2: Perform Workplace Duties Following

Written Notices 50
9. Learning Experiences 51
10. Information Sheet 1: Phraseology and Telephone Personality 52
11. Information Sheet 2: Performance Boost and Feedback 73
UNIT OF Receive and Respond to Workplace

COMPETENCY Communication
Receiving and Responding to Workplace
MODULE TITLE
Communication
INTRODUCTION:
This unit covers with the knowledge, skills and attitudes in

workplace communication
NOMINAL DURATION: 8 HOURS
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LEARNING OUTCOMES:
1. Follow routine spoken messages

2. Perform workplace duties and following written
notices
Assessment Criteria:
1. Instructions/information are properly recorded

2. Instructions are acted upon in accordance with information
received
3. Clarification is sought from workplace supervisor on all
occasions when any instructions/procedure is not understood.
ASSESSMENT METHODS:
1. Performance Test
2. Written examination
3. Oral Questioning
Learning Outcome
Follow Routine Spoken Messages
1
CONTENTS:
1. The Art of Listening

2. Reading Information/Details
3. Note-Taking Skills
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4. Organizational Policies and Guidelines
ASSESSMENT CRITERIA:
1. Required information is gathered by listening attentively

and correctly interpreting or understanding
information/instructions
2. Instructions/information are properly recorded
3. Instructions are acted upon immediately in accordance
with information received
4. Clarification is sought from workplace supervisor on all
occasions when any instruction/information is not clear
CONDITION:
Trainees must be provided with the following”

 References (books)
 Manuals
 Note Pads
 Pens
ASSESSMENT METHODS:
1. Written Test
2. Direct Observation
3. Oral Questioning
Learning Experiences
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Learning Outcome 1: Explain Routinary Speaking and
Messages in a Workplace
Learning Activities Special Instructions
1. Read Information Sheet If you have some problem on the content of the
1.1-1 on “The Art of information sheet don’t hesitate to approach
Listening” your facilitator.
If you feel that you are knowledgeable on the
content of the information sheet, you can now
answer self check provided in the module.
2. Answer Self-Check 1.1-1 Compare your answers to the answer keys on

on “The Art of Listening” 1.1-1 “The Art of Listening” You are required to
get all answers correct. If not, read the
information sheets again to answer all the
questions correctly.
1.1-2 on “ Reading information sheet don’t hesitate to approach
Information/Details” your facilitator.


on 1.1-2 “Reading Information/Details” You are
“Reading Information/Details” required to get all answers correct. If not, read
the information sheets again to answer all the
If you have some problem on the content of the

information sheet don’t hesitate to approach
your facilitator.
1.1-3 on “ Fact and Opinion” information sheet don’t hesitate to approach
your facilitator.
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on “Fact and Opinion” 1.1-3 “Fact and Opinion” You are required to get
all answers correct. If not, read the information
sheets again to answer all the questions
correctly.

your facilitator.
1.1-3 on “ Writing a information sheet don’t hesitate to approach
Travelogue” your facilitator.


on “Writing a Travelogue” 1.1-3 “Writing a Travelogue”. You are required to
get all answers correct. If not, read the

your facilitator.

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1.1-4 on “ Organizational information sheet don’t hesitate to approach
Policies and Guidelines” your facilitator.

on “Organizational Policies 1.1-4 “Organizational Policies and Guidelines”
and Guidelines” You are required to get all answers correct. If
not, read the information sheets again to
answer all the questions correctly.

your facilitator.
Congratulations on a Job well done!!! You have now successfully

completed the last competency for this qualification and is now ready
for the National Assessment. Good luck and use what you have learned
here well!!!
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Learning Outcome 1 – Follow Routine Spoken Messages
Information Sheet 1: The Art of Listening
I. Learning Outcomes
You are expected to:

1. identify the types of listening styles
2. demonstrate the listening process
3. develop teamwork, cooperation with the team
II. Subject Matter
The Art of Listening
A. Key Concepts: Listening
III. Materials:
Laptop, blackboard, chalk
References:
Chaves, J. D, et.al, Creative Oral Communication for Filipino

Students: A
Practical Application
Values Statement:
Participation, Cooperation, Enthusiasm
IV. Procedure:
a. Motivation:
How important is listening in your daily lives?

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What do you think will happen when no one listens?
When you listen, do you pay attention to the one talking?
b. Presentation:
Listening is a skill and it comprises a wide area of

activity. It is believed that “the act of listening comprises a
significant portion of our daily activities. It is the other half of
the communication process since, without listeners, we cannot
communicate orally. Yet few us pay attention to improving our
abilities to listen,” (Chavez et.al, 2012, pp. 129-130).
c. Lesson Proper
According to Chavez, et.al (2012, p. 129) The

International Listening Association defines listening “the process of
receiving, constructing meaning from, and responding to
and/or nonverbal messages”.
While hearing is a biological activity, listening is an

intellectual one because it requires more than just
ears. In fact, it has been said that you hear with your
ears, but you listen with your brain (your mind, your
eyes, your ears, your memory.)
Listening Styles
1. Critical Listening Style
- The listener evaluates what he has heard.
2. Emphatic listening style
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- The listener recognizes the speaker’s feelings and shows
empathy.
3. People listening style
- The listener is concerned with other person’s feelings. It

involves couples, families and best friends.
4. Action Listening style
- The listener wants precise, error-free presentations and is

likely to be impatient with disorganization.
5. Content listening style
- The listener prefers complex and challenging information. A

doctor might, for example ask for information from his
colleagues on how a particular patient should be treated.
Because of his training and experience he will not have
difficulty understanding a complex medical explanation.
6. Time-style listening
- The listener prefers a hurried and brief interaction with

others and often lets the communicator know how much
time he or she has to make the point.
Types of Listeners
1. The Controlling Listeners
They always look for a way to talk about themselves and

their experiences.
2. The Passive Listeners
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They believe that listening involves no work. “I do not
have to do anything. I can just sit back and listen.” to “If
it’s not going to the test. I don’t have to listen.
3. The Appreciative Listeners
They respond positively by smiling or looking at the

speaker, uttering encouraging remarks to show that they
are interested in the speaker’s message.
4. The Critical Listeners
They tend to analyze critically everything that they hear,

which is in fact encouraged to develop one’s critical
thinking skills.
Reasons for Listening

1. To enjoy
2. To become informed
3. To understand
4. To express sympathy
5. To evaluate
Barriers to Effective Listening
1. Weak extrinsic motivation
- People need to know why they have to listen to the speaker.

What will make students for example, listen to the teacher
well if they can expect a decent grade? If the extrinsic
motive is not very strong, you will simply become a passive
listener.
2. Environmental constraints
- The physical setting can also affect communication.
3. People constraint
- The presence or absence of an internal desire to listen will

affect how well you pay attention to a message.
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4. Poor timing
- This is also called “fitting timing” for speech.
Suggestion for honing your ability to listen:
1. Develop your vocabulary

2. Concentrate on the message
3. Keep an open and objective mind
4. Read the speaker
5. Put yourself in the speaker’s place.
6. Take notes
7. Compensate for a speaker’s flawed delivery
8. Get ready for wrap-up.
Filling in A Form
This listening will help you practice listening for details. Study the
form before you listen so you will know what information to listen.
Listen to your Trainor
REGISTRATION FORM
Mr/Mrs/Miss/Ms
First Name _____________________________________

Middle Name____________________________________
Surnmae________________________________________
Date of Birth_____________________________________
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Marital
Status___________________________________Occupation_________________
__
Nationality________________________________________
Do you read books in languages other than English? If so, which
language?______________
Nationality:____________________________________
Street
Address:_____________________________________________________________
E-mail address for electronic notification of reserves or
fines:___________________________
Home Phone No.________________________________
Daytime Contact No._____________________________
Words:
Cocoa several omelette

chocolate
Massachusetts Connecticut Arkansas Babylon
New Hampshire Thailand Shanghai

Greenwich
Morgue pomade Xerox chassis
V. Activity
Group yourselves by four, list down some of advises that you

follow from your parents and some advises that you do not care
about.
Write your answers from the table below.
Advises that I follow from my Advises that I do not care about

parents
1. 1.
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2. 2.
3. 3.
4. 4.
5. 5.
Generalization:
How important is listening as a skill? Do you believe that hearing is

a passive biological function?
VI. Evaluation
I. Identification
_______________1. They always look for a way to talk about

themselves and their experiences.
_______________2. They believe that listening involves no work. “I do

not have to do anything. I can just sit back and listen.” to “if it’s not
going to the test. I don’t have to listen.
_______________3. They respond positively by smiling looking at the

speaker, uttering encouraging remarks to show that they are
interested in the speaker’s message.
_______________4. They tend to analyze critically everything that they

hear, which is in fact encouraged to develop one’s critical thinking
skills.
_______________5. The listener recognizes, and identifies the

speaker’s feelings, and tries to put himself/herself in the shoes of the
speaker.
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Answer Key:
1. Controlling Listener
2. Passive Listener
3. Appreciative Listener
4. Critical Listener
5. Emphatic Style
VII. Task:
Interview at least two oldies in your place on the old beliefs that they
do follow the present. Share your ideas to the class,
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Information Sheet 2: Reading Information/Details

1. sing the song “Anak ng Pasig”
2. answer the questions being asked on the topic by noting
details
3. analyze the stanza of the song “Anak ng Pasig”
4. write a vacation paper entitled “Experience Panay”
5. develop teamwork, creativity and speaking skills by presenting
and sharing ideas in the class
II. Subject Matter
Reading Information/Details
Key Concepts: Details, Information
III. Materials:
Laptop, soundbox, blackboard, chalk
References:
Baraceros, E.L (2005). Communication Skills I:Improving Study

and Thinking Skills I, Rex Printing Company
Bethge, Wolfgang (2006). Retrieved July 31, 2017 from

http://www.insights-philippined.de/pasigriver.htm
KeyTrain Reading for Information (2000). Retrieved August 1,

2017 from
http://www.anderson5.net/cms/lib02/sc01001931/centricity/doma
in/2136/keytrain_reading_students_intro.pdf
Maranga, M.A (n.d), Pasig River blog, Retrieved July 30, 2017
from http://www.phtourguide.com/pasig-river/
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Anak ng Pasig (n.d) Retrieved August 1, 2017 from Source:
http://lyricstranslate.com/en/smokey-mountain-anak-ng-pasig-
lyrics.html
Photos retrieved through Google Images
Values Statement:
IV. Procedure:
b. Motivation: You will sing the song.
“Anak ng Pasig”
Ako'y umusbong sa tabi ng Pasig

Nagisnan ang ilog na itim ang tubig
Lumaking paligid ng bundok na umuusok
Langhap na langhap ang amoy ng basurang bulok
Ito ang buhay ng anak ng Pasig

Pa-swimming swimming sa itim na tubig
Playground lang ang bundok ng basura mo
Musika'y ugong ng kotse at bangka n'yo
Anak ng Pasig naman kayo

Kalat doon, kalat dito
Natakpan na ang langit kong ito
Nilason din ang Ilog ko
Akala ko'y ganoon talaga ang mundo

Hanggang nakakita ako ng lumang litrato
Di maniwalang Pasig din ang tinitignan ko
Kaibigan ano ang nangyari dito
(Anong nangyari? Anong nangyari?)
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Tapon doon, tapon dito
Di n'yo alam ang tinatapon n'yo
Ay bukas ko at ng buong mundo
Huli na ba ang lahat

Patay na ba ang ilog at dagat
Kapag Pasig ay pinabayaan
Parang bukas ang tinalikuran


Tapon doon, tapon dito
Di n'yo alam ang tinatapon n'yo
Ay bukas ko at ng buong mundo

May bukas pa ang ating mundo.
Source: http://lyricstranslate.com/en/smokey-mountain-anak-
ng-pasig-lyrics.html
What are your thoughts about the song? What message does
the songs conveys?
c. Presentation:
Reading Information or knowing details of a story or an event

is important to gather facts or information. Through reading an
article it helps build comprehension skills and vocabulary.
d. Lesson Proper
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According to Baraceros (2005, p. 69), the term details are
“particular facts, or ideas related to the topic, to the events, and to
the character presented by the author into the selection. To
understand the selection easily, you must know how to identify the
details and which of these are essential to the story”.
He added that identifying details can be done through:
1. perceiving clearly or identifying the information or details

presented by the author;
2. identifying the subject matter of the topic; and
3. determining those things that are closely related to the topic.
For Example:
Steven Smith, a Nigerian citizen, tall, dark and a good looking

man, rides on a ferry boat for fun experience of his trip to the
Philippines.
*The sentence shows the details about the characteristics of

Steven Smith that are a Canadian citizen, tall and a good looking
man.
KeyTrain Reading Information (2000, p.3), Reading for Information

Skills is grouped into four categories:
a. Choosing Main Ideas or Details

You should be able to determine the main idea of a document.
You should be able to identify important data. These main
ideas and details may need to separated from unimportant
information
b. Understanding Word Meanings

You should be able to understand the meaning of words in the
document.
c. Applying Instructions
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You should be able to follow instruction given in a document.
d. Applying Information and Reasoning

You should be able to judge when and where to apply
instructions given in a document.
d.Drill (setting for the Purpose of Reading)
Vocabulary: Fill in the synonyms of the given words inside the

concept map. Choose your answers from the jumbled words.
d1.Reading Selection
Pasig River
Pasig River is known as Ilog Pasig in Filipino, a popular river

that connects Manila Bay in Manila and Laguna de Bay in Laguna.
It stretches 25 kilometers and serves as a major transport route
and source of water. In early 1500s, commerce and daily needs
of people have pressed Pasig River and its tributaries into a
tireless service (Maranga, n.d.)
During the Spanish period, the Pasig River has functioned as a

means of transportation and has become a source of people’s
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livelihood. The Spanish settlers established Manila. They built
the City of Intramuros where one can see the churches like Manila
Cathedral, San Agustin Church, Plaza de Roma, Palacio del
Gobernador and Plaza de Santa Isabela. The Fort Santiago and
Rizal Shrine, are the nearest places to the southern bank of Pasig
River near its mouth
After World War II, the population in Manila began to grow and
construction of infrastructures has affected and started to
contaminate near the river. Large amount of garbage has been
dumped in the river daily which has caused destruction and has
been declared as a dead river (Maranga, n.d).
Bethge (2006, para 1) pointed out that in the novel of Jose

Rizal “El Filibusterismo,” he describes how a captain navigates
“Tabo” on the Pasig River to the Laguna Bay. The Pasig River is
rich in fish, mangroves grow and bamboo bushes. In 1820, a
Cholera epidemic broke out causing a big damage of the river
system.
However, the port of Manila was extended further at the end of

the 19th century and Pasig River was canalized. It enabled a safer
and more productive use of waterway to the Laguna de Bay
(Bethge, 2006, para 6).
Later, industrialization started to grow and more business was

opened causing water pollution of the river. People’s livelihood
was affected and 30 years later, the ferry transportation has
stopped.
In the late 1980s, the rehabilitation of Pasig River has started

with the help of Denmark. The so-called Pasig River Rehabilitation
Program (PRRP) was established together with the Department of
Environment and Natural Resources (DENR) as the main agency
with the coordination of the Danish International Development
Assistance (DANIDA). The community, local governments,
professional associations and business groups establish
cooperation with the PRRP. In 1999, President Joseph Estrada
signed the Executive Order No. 54 constituting the Pasig River
Rehabilitation Commission (PRRC) to replace the old PRRP.
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Private organizations such as Clean and Green Foundations
implemented the Sagip Pasig Movement and Piso para sa Pasig
campaign, the Belgian government also offered P20 million for
dredging the waterways.
In October 10, 2010, the “Run for Pasig River” has reached an
estimated of 116,000 Filipinos to race fund for Pasig River and has
put into Guinness World Record as the most numbered of
participants in a footrace set by San Francisco’s “Bay to Breakers”
race in 1988.
Pasig River is back into its business operation in February 14,

2007, with 14-air conditioned ferry stations designed by Robert
Cole. It has 150 seating capacity, air conditioned room and high-
definition television on board, bar and a comfort room (Maranga,
n.d)
Now, Pasig River is back to life. People enjoy cruising for a fun
ferry experience. More tourists are coming to see not just the
beauty of the river but also the beauty of Manila.
Blog Source:
Mark Anthony Maranga from http://www.phtourguide.com/pasig-
river/
Wolfgang Bethger from http://www.insights-
philippined.de/pasigriver.htm
d2.Comprehension Questions
1. What is the main idea of the article?

2. What was the cause why Pasig River has stopped its ferry
transport operation?
3. Who are responsible for the maintenance and cleanliness of
Pasig River?
4. What do you think are the contributions of ferry transportation
among people?
5. Now, do you consider Pasig River as a tourist attraction? Why?
IV. Activity
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Group yourselves by two. Analyze the first and second stanza
of the song. How does the songwriter describe Smokey
Mountain? Do you think people have fears especially the
children living nearby? Share your ideas in the class.
Ako'y umusbong sa tabi ng Pasig
Nagisnan ang ilog na itim ang tubig
Lumaking paligid ng bundok na umuusok
Langhap na langhap ang amoy ng basurang bulok
Ito ang buhay ng anak ng Pasig

Pa-swimming swimming sa itim na tubig
Playground lang ang bundok ng basura mo
Musika'y ugong ng kotse at bangka n'yo
a. Generalization
Based on the selection are the three things you like most
about the article?
What are the two things that muddle you?
What is one thing you like to ask about?
V. Application
You will work for an activity called Experience Panay.

You will create or plan out their trip in any of the places in Panay
Island they would like to visit. Use any indigenous or colorful
materials to make their vacation paper meaningful.
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Courtesy of Google Images
VI. Assignment
In a one piece index card (3x5), elaborate why the title of the
song is called “Anak ng Pasig”. You are only given 3 minutes to
present your ideas in the class. Below is the rubric point system
for your presentation rating.
Point System:
Clarity 15%
Organization of Ideas 15%
Grammar 25%
Content 25%
Presentation 20%
Total 100%
Answer Key:
Answers for this activity vary
Information Sheet 3 – Fact and Opinion
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1. differentiate fact from opinion

2. perform an activity by airing information to the public
3.develop speaking, teamwork and leadership skills through
presentation of simulation activity
II. Subject Matter
Fact and Opinion

B. Key Concepts: Fact, Opinion
III. Materials:
Handouts, blackboards, microphone, camera, pen, chalk
References:
Baraceros, E.L (2005). Communication Skills I:Improving Study
and Thinking Skills I, Rex Printing Company
Jalaur River Wikipedia. Retrieved August 2, 2017 from

https://en.m.wikipedia.org/wiki/Jalaur_River
Jomilla, M. L, et. Al (2006). Study and Thinking Skills in English.

Central Philippine University
Integrated River Basin Management and Development Master

Plan (IRBMDMP), LOT-1- IRBMDMP-JRB Jalaur River Basin (2014),
Engineering and Development Corporation of the Philippines in
Association with PRIMEX, Department of Environment and Natural
Resources
Values Statement:
Cooperation, Appreciation, Love for town
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IV. Procedure:
a. Motivation:
Read the following sentences. Analyze the characteristics of the

given statements.
A. Jalaur River is the second longest river in Panay Island.
Jalaur River has an abundant water supply.
B. Jalaur River ranked the 17th largest river system in the

Philippines in terms of drainage basin size.
I believe that Jalaur River has benefited the Passinhon’s and

other towns through livelihood resources.
Presentation:
When will you say when a statement is a Fact or an Opinion?

Write your answers below the table.
Fact Opinion
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e. Lesson Proper
Fact is a statement than can be proven true or false by unbiased

evidence while Opinion is a statement which expresses a personal
bias or a point of view. It cannot be proven objectively. It is a
statement an individual or group feels, thinks, or believes
(Baraceros, 2005, p. 87)
The reader should know the difference between a fact and an

opinion so that he can make judgments based on facts.
Jomilla et.al (2006, p. 47) “Facts are statements that tell what
really happened or what really the case is. A fact is based on
direct evidence. It is something known by actual experience or
observation”.
He also defines opinion as a statement of belief, judgment, or

feeling. Below are five ways to distinguish fact from opinion.
KEEPING FACT AND OPINION APART
1. Look for words that interpret.

Examples are pretty, ugly, safe, dangerous, evil, good.
2. Look for words that serve as clues to statement of opinion.
Some words like probably, perhaps, usually, often, sometimes
are used to limit a statement of fact and to indicate the
possibility of other opinions. Other words say clearly than an
opinion will follow; these are words like I believe, I think, in my
opinion, I feel, I suggest.
3. Before you accept a statement of fact and before you agree
with a statement of opinion, question that skill of the author. Is
he reliable? Why should you take his word?
4. Test the writer’s opinion by asking whether different opinion is
possible.
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5. Some authors include statements from other writers or
authorities in order to illustrate their own ideas. Make sure you
tell the source of any statement that appears in what you read.
d. Drill (Setting for the Purpose of Reading)

The teacher will ask a question.
Here in Passi City, what do you know about Jalaur River?

Have you tried to swim in Jalaur River? Or visit during Sinadya sa
Suba? Share your thoughts in the class.
D1. Reading Selection
Jalaur River Basin Project
by Engineering and Development Corporation of the Philippines in

Association with PRIMEX, Department of Environment and
Natural Resources
Jalaur River is known as Jalaud River, is the second

longest river in the island of Panay. It is the second largest river
by drainage basin, the longest and largest river system in Panay
River in Capiz.
Jalaur River ranked 17th in the largest river system in the

Philippines in terms of the size of drainage basin. It has an
estimated are of drainage system of 1,503 square kilometers (580
square miles ) and travels 123 kilometers (76 miles) from it
source to the mouth in the Guimaras strait. It traverses through
Calinog, Passi City, San Enrique, Duenas, Dingle, Pototan, Barotac
Nuevo, Dumangas, Leganes and Zarraga.
The river is of great importance since it provides economic

activities as well as the source of portable water inhabitants to
the people (https://en.m.wikipedia.org/wiki/Jalaur_River).
One of the major programs of the Department of Environment

and Natural Resources (DENR) is the preparation of an Integrated
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River Basin Management and Development Master Plan for the
eighteen (18) major river basins in the country. One of the
major river basins in the Jalaur River Basin (JRB) located in Region
VI, Western Visayas.
The Engineering and Development Corporation of the

Philippines (EDCOP) and Pacific Rim Innovation and Management
Exponents, Inc. (PRIMEX) were commissioned by the DENR to
prepare the Integrated River Basin Management and
Development Master Plan for the Jalaur River Basin.
The Jalaur River Basin encompasses almost entirely the

province of Iloilo, with small portions lying within the province of
Capiz and Antique. The river basin has a total area of 176, 500
hectares.
Ten sub-basins comprise the entire Jalaur River Basin.

These sub-basins are: Abangay-Mananiw (16,062 ha), Alibunan
(27, 141 ha), Asisig-Lamunan (33, 092 ha), Dingle (9, 614 ha),
Jalaud (5, 344 ha), Janipaan-Jelicuon (17, 643 ha), Magapa-Suague
(28, 438 ha), Sigangao (3,023 ha), Agutayan TULIP (8, 664 ha),
and Ulian (27, 479 ha).
In 2010 census, Jalaur River Basin has a total population of

over 3 million in 75 cities and municipalities covered.
Agriculture and fishery are the primary industries in the Jalaur

River Basin. It is envisioned that Iloilo, with the development of
JRB, will maintain its status as a rice-surplus producing Province to
sustain the food demands of its population with substantial
surplus to augment the neighboring provinces.
The on-going project is being undertaken by government and

non-government agencies to address the issues, concerns and
challenges prevailing in the basin were identified and analyzed.
The proposed projects are classified into two major

components, namely soft and hard. The soft components are
classified into several categories such as River Basin
Rehabilitation to include reforestation cum enrichment planting,
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coastal/, mangrove reforestation, enhanced soil conversation on
upland farms and ecotourism development.
Second is the River Basin Protection and the third is

development of support system and institutions to include benefit
transfer mechanism development, infrastructure development,
research and development and preservation of traditional tribal
culture and practices.
The hard components of the proposed projects are Jalaur High

Dam (JRMP II), Water Supply and Sanitation Projects and Sanitary
Landfill.
With this proposed project, one of the major considerations is

the adaptation and mitigation measures to address the negative
impacts of climate change. All of the proposed projects will have
Information and Education Campaign (IEC), Monitoring and
Evaluation System (MES) and Human Resources Development
component.
The proposed projects when fully implemented should address

the issues, concerns, challenges and enhance its potentials to
achieve sustainable productive and protective river basin for
present and future generations of llonggo.
D2. Comprehension Question
Think/Pair and Share Ideas
Group yourselves by four. Discuss the following questions and

choose one representative to share insights in the class.
1. From the reading selection, what are some of the statements

that are FACTS? What about OPINION?
2. As a Trainee, do you agree that the proposed program of DENR

on the Integrated River Basin Management and Development
Master Plan would benefit the people? Why?
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3. Do you believe that majority of the people living in nearby
Jalaur River would agree to this plan? Would it cause harm to
the environment and livelihood?
IV. Activity
Group yourselves by 4 to 5 members. As a group perform this

task.
Scenario: The construction of the Jalaur Mega Dam along Jalaur

River in Calinog has threatened the lives of people most
especially their source of living, homes and preservation of the
indigenous cultural communities. As a local, what are your
opinions or reactions on the construction of the mega dam?
Role Play: The members of the team will play the following roles:
1 – reporter 1 – member of the Indigenous Community
1 – Calinog concerned citizen 1 – teacher
a. Generalization:
Jalaur River is the second longest river in the island of Panay and
the second largest by drainage basin in Panay River in Capiz.
V. Application
Write F if the statement is a FACT and O if its an Opinion.
_____1. There are ten sub-basins that comprise the Jalaur river.
_____2. The indigenous people are worried on the construction of
the mega dam.
_____3. The Philippine government should make considerations on
proposed project without coerce, bribery and false promises.
_____4. Jalaur River is also known as Jalaud River.
_____5. People will benefit the proposed project through
employment.
_____6. Some of the Tumandok members of the community did not
approve the proposed project.
_____7. Jalaur River has an estimated drainage area of 1, 053
square kilometers.
_____8. Jalaur River experienced seasonal flooding.
_____9. I believe that the Mega Dam would help improve the
reforestation of the river.
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_____10. The Department of Environment and Natural Resources is
hands-on for the construction of the project making sure it will not
cause damage to the environment.
VI. Assignment
Read the PH
news item below
STOPS MEATand pick outFROM
IMPORTS the factual
BRAZILand
opinionated statements.
by: Karl R. Ocampo @kocampo
The Philippine government has slapped temporary ban on

the importation of meat from Brazil after salmonella was detected
in some of the shipments from the Latin American country.
The Department of Agriculture (DA) issued Memorandum
Order 32, authorizing the ban on Brazilian meat products,
repealing the earlier memorandum stating that the temporary ban
was only issued to 25 DA-accredited foreign meat establishments
from Brazil.
The temporary suspension comes after a total of 264nout of
492 containers from Brazil were sampled by the DA-attached
agency Bureau of Animal Industry (BAI). Out of the sampled, 18
containers or 7 percent tested positive for salmonella species.
According to BAI Assistant Director Simeon Amurao, the
agency can assure the public that there is no rotten meat that has
reached Philippine markets. Meat imports tainted with salmonella
have already been confiscated by the National Meat Inspection
Service.
All meat imports from Brazil were subjected to mandatory
inspection and laboratory tests to ensure that these are safe for
consumption, Amurao said. INQ
Source: Ocampo, K.R. , August 8, 2017. PH STOPS MEAT IMPORTS

FROM BRAZIL, Vol. 32 No. 241, A17. Philippine Daily Inquirer
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Facts:
1.___________________________________________________________
2.___________________________________________________________
3.___________________________________________________________
4.___________________________________________________________
5.___________________________________________________________
Opinions:
1.___________________________________________________________
2.___________________________________________________________
3.___________________________________________________________
4.___________________________________________________________
5.___________________________________________________________
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Information Sheet 4 – Writing a Travelogue
1. define the meaning of travelogue

2. watch a short video documentary on “Cagayan River”
3. discuss the benefits of the Cagayan River using the semantic
web
4. create a travelogue photo collage with teammates
5. develop cooperation and appreciation of the artwork
II. Subject Matter
Writing a Travelogue
C. Key Concepts: Travelogue
III. Materials:
Indigenous materials, laptop, colored papers, sound box
References:
Bilasano, J.B and Iglesias, J.E.V (2016) Writing Manual 7 for K to

12, Educational Resources Corporation, Quezon City
Photo Images Retrieved from Google Images
Video Clip by mchuidem (2008). Retrieved August 3, 2017 from

https://www.youtube.com/watch?v=uaRh6ejNcDc
Vigattintourism (2017) Retrieve August 1, 2017 from

https://www.vigattintourism.com/tourism/articles/Cagayan-River-
The-Longest-and-Largest-River-in-the-Philippines
Values Statement:
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Creativity, Cooperation, Fun
IV. Procedure:
f. Motivation:
Are you the type of person who likes to travel and take photos?
Do you share memorable moments through Instagram or
Facebook?
Do you travel alone or with a set of friends?
When you are on a vacation, what are some of the activities you
mostly do?
g. Presentation:
Travelling means getting experiences and enjoying the

moments with your friends and family. Some people travel
because they wanted to relax, write a blog and they wanted to
have a peace of mind. Others, they travel because they wanted to
be familiar with the culture of the place and meet people along the
way. From your travels, what lessons have you learned?
h. Lesson Proper
Writing a Travelogue
“A Travelogue is a movie, book, booklet, or an illustrated

lecture about the places visited and experiences encountered by a
traveller (Bilesano and Iglesias, 2016, p. 42)”.
People like to read travelogue to know the information of a
particular place before deciding to visit. A travelogue gives
detailed information about a specific place, the wonderful
attractions and beautiful areas to visit so that tourists will be
tempted to go on for a vacation.
Sinha (as cited in Bilesano and Iglesias, 2016, p. 42) suggested
seven tips in writing a travelogue.
1. Research about the place. Before writing a particular story of a
place, be sure to ask complete information. You can interview
locals or have a sight visit if it’s near to you. Read books or
surf the internet.
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2. Give a photographic description of the place. Describe the
place in such a manner that the reader can visualize it.
3. Highlight Various Tourist Attractions.
4. Mention the ways and means to reach the destination. A
traveller must know how to get to the place he would like to
visit. You can give details of the transportation fee, the
transportation arrangement or any detail that you need.
5. Name a few good hotels. You can suggest a cheaper hotel near
the location of the place you would like to visit, the costs per
room.
6. Aside from the tourist attractions, you can also pay a visit to
places such as a souvenir shop, museum, local winery, shops,
bargain or elusive items sold at the local market.
7. Give some cultural background. Giving some information would
give the information richer in content.
c1. Task: Read the following selection and answer the questions
that follow.
Cagayan River: The longest and largest river in

the Philippines
The Cagayan River is also known as the Rio Grande de

Cagayan, is the longest, largest, and widest river in the country.
It is located in the Cagayan Valley Region in the northeast part of
Luzon Island and traverses the provinces of Nueva Viscaya,
Quirino, Babela and Cagayan (Vigattintourism, 2017).
The small stream from Balele Pass, Cordillera, Caraballo and

Sierra Madre Mountains meet other streams and river and flew to
the Cagayan River.
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Photo taken by Bert Balonzo of flickr.com, Retrieved on August 3, 2017 from
https://www.vigattintourism.com/tourism/articles/Cagayan-River-The-Longest-and-
Largest-River-in-the-Philippines
The river passes through one of the few remaining

primary forests in the country and its biodiversity is truly
remarkable. It supports the endemic and endangered species like
the Luzon bleeding-heart pigeon (Gallicolumba Luzonica),
Philippine Eagle (Pilhecophaga Jeffreyi) and a rare rivervine fish
ludong (Estreaus Plicatilis).
Courtesy of Google Image
Cagayan River has a total length approximately 350

kilometres (220 mi) and a drainage basin which covers 27, 753
square kilometres (10, 715 sq. mi). It is located in the Cagayan
Valley Region in the northeast part of Luzon Island. It traverses the
provinces of Nueva Vizcaya, Quirino, Isabela and Cagayan
(http://en.wiki.pedia.org/wiki/Cagayan_River).
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The rivers headwater is at the Caballo Mountains of Central
Luzon at an elevation of approximately 1, 524 meter (5000 ft).
The river flows north for some 350 kilometers (220 mi) to its
mouth at the Babuyan Channel near the twon of Aparri Cagayan.
Courtesy of Google Image
Many tourists and locals are visiting the place because of

its clean river and greenery surroundings. Aside from visiting
Cagayan River, tourist can also enjoy white water rafting and
kayaking.
c2.video clip Presentation
Here is a short video clip of Cagayan River by mchuidem (2008).

Retrieved August 3, 2017 from https://www.youtube.com/watch?
v=uaRh6ejNcDc
How to get there:
By Plane – Airline Companies
 Airphil Express, Cebu Pacific routes to the Provincial Capitol of
Tuguegarao from Manila
By Bus – Bus Companies

 Florida
 Baliwag Transit Inc.
 Victory Liner
 Dominion
Scheduled Trips: Manila to Tuguegarao

Travel Time: 8 to 12 hrs.
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Accommodation:
 Ivory Hotel and Suites located at Buntun Highway/Tuguegarao,
Cagayan Valley, Isabela
 Villa Blanca Hotel can be found at 13 Pattaui St. Ugac
 Norte, Tuguegarao, Cagayan Valley, Isabela
 Mango Suites located at 1 Rizal St St., corner Balzain Road,
Tuguegarao, Cagayan Valley, Isabel
Source: Vigattintourism (2017) Retrieve Augut 1, 2017 from

https://www.vigattintourism.com/tourism/articles/Cagayan-River-The-
Longest-and-Largest-River-in-the-Philippines
C2.Comprehesnsion Question
Answer the following questions:
1. How would you describe Cagayan River?

2. From the reading selection, are you interested to visit the
place?
3. If you are a foreigner reading the travelogue, would you like to
visit Cagayan River?
4. Can you consider Cagayan River as one of the tourist
attractions in Cagayan Valley Region?
5. What do you think will local do to promote Cagayan River in
the whole Philippines?
IV. Activity
From the reading selection, what are the benefits of Cagayan

River to the lives of people in terms of tourism, economic, social and
domestic aspects?
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a. Generalization:
Cagayan River known as Rio Grande de Cagayan is the

longest, largest and widest river in the country. It has rich and
abundant water supply. It has benefited the people in the
community as well as the tourism industry of Cagayan Valley
Region.
V. Application
Work by pairs. Create your own travelogue story by

describing your hometown or any place you have travelled in
Visayas. Describe the beautiful attractions you can see or the
activities you can enjoy while on a trip. You can use pictures and
any creative materials to make your travelogue collage fun and
interesting.
VI. Assignment
Choose a place you would like to visit in the Philippines or

abroad. Place a picture why would you like to visit the place?
Write your output in a short size bondpaper.
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Information Sheet 5 – Organizational Policies and Guidelines
1. define the term “service”

2. identify the elements of a good organization
3. perform a role play
4. develop work values and integrity
II. Subject Matter
Organizational Policies and Guidelines

D. Key Concepts: Policies and Guidelines
III. Materials:
Module, balckboard, chalk, laptop
References:
Mukhi, L. (2005). Smart Moves in the Workplace. Anvil Publishing,

Inc. , Pasig City, Philippines.
Values Statement:
Cooperation, Teamwork, Honesty
IV. Procedure:
a. Motivation:
In the semantic web below, write the qualities of a good

service.
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Good
Service
b. Presentation:
A good deed and service is not just full of words, but it

has to be coupled with a sense of commitment.
Making a commitment to something makes people more

hesitant to make changes. When a person has shown his
commitment to something he will tend to carry it out.
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Just like in your chosen job, in your area of specialization,
in your trainings, you have chosen the “one” because you have
a purpose to attain a certain goal.
Behind that commitment, are the code of ethics that will

guide us in our organization policies and guidelines.
c. Lesson Proper
Elements of a Good Organization
1. Clarity – clearness of one’s goal and complete understanding

of the organizational policies.
2. Recognition – a feeling that you are appreciated and

recognized.
3. Responsibility – a feeling that you are capable of the job.
4. Teamwork – You work as a team with trust, warmth and

support.
5. Motivation – You motivate yourself and your group mates to

work for the better.
According to Mukhi (2005, p. 46-50), there are certain roles a

good manager should possess.
“A ship will remain balance and steady if the captain knows

how to manage his people with the right crew and
passengers.”
It is the job of the manager to achieve the desired goal. It is on his

capacity to motivate his people. To achieve his clear goal, he must
have an effective management system.
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Sometimes a Manager is Like a Juggler…
Being a balanced professional today is little like being a juggler. The

reward is seeing them spin in the air.
Question: What balls do you juggle? Business, career, husband (or

wife), children, friends, community service, some of us have more up
in the air than others.
The Scope of Management: It’s a big job!
SELF TASKS
Paradigms Planning
Choices Organizing
Our responses Controlling
Values Evaluating
Decision Making
ORDERS
Leading
Communicating
Coaching
Motivating
Negotiating
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The Scope of management covers three areas: SELF, TASKS
and OTHERS
Managing means managing yourself, the tasks you oversee and the
people you get involved with.
Which among these three do you find most challenging? Nine times
out of ten, the response I get is managing others. For some reason,
most of us feel that we can handle the work itself, but not the people
we work with.
“So when you start wanting to change jobs to get away from the
people you work with, ask yourself: “What can I change about myself
so that I can cope better with my present situation?” Learn to
manage diversity and conflict. You will have these two concerns
anyway, anywhere you go.
Effective self-management will lead to more accomplishments. Start

with little things you can improve about yourself.
Activity:
1. What do you find most difficult to manage in yourself?
2. How will you gain better self-mastery in this area?
Example of Procedures and Instructions
A. Cooking and Baking
Food Handling Tips

1. Food should be stored properly. The FIRST-IN, FIRST-OUT
method should be practiced.
2. Food should be prepared carefully, keeping in mind to
maintain cleanliness and sanitation.
3. Kitchen personnel should be neat and clean. Proper
grooming and hygiene should always be observed.
4. Frozen foods should be thawed properly.
5. Proper cooling and reheating of food should be practiced.
6. Cleaning and sanitizing should be done.
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B. Food and Beverage Service Procedures
Before proceeding to the proper order of service, some basics

must first be familiarized:
Service Basic 1: Ladies and gentlemen
Service Basic 2: Old before young
Service Basic 3: hug your customers
Service Basic 4: Walk forward
Service Basic 3: Hug your customers
Hug your customers is a shorthand way of saying “don’t reach

in front of your customers” and “face your customers as your serve
them.”
Service Basic 4: Walk forward
1. If you are serving food American style , from the left side of a
person with the left hand , walk counter clockwise.
2. If you are serving food French style, from the right side of a
person with the right hand, walk clockwise around a
freestanding table.
Serving Orders to Your Customers
Delivering orders is important because everyone’s eyes are on

the server as he places the orders on the table. Use the guidelines
below to serve order correctly.
1. Ensure guests are aware of your presences before you start to
set dishes on the table.
2. If guests are in conversation, remove items from the table
without reaching across a guest. If unavoidable, say “Excuse
me.”
3. Whenever possible, remove items from the table without
reaching across a guest. If unavoidable, say “Excuse me.”
4. Present the orders.
a. Use the following serving sequence: women and children

first and host last. If your are serving guests seated in a
booth, serve the farthest guests first.
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b. Position plates approximately 2.5 cm (1 inch) from the edge
of the table.
5. Ask if anything else is needed

6. Be sure to say to the guests, “enjoy your dinners,” or
something else to bid them pleasure while dining.
7. Perform a quality check after the guests have had time to taste
their meals.
8. Take prompt action on requests or problems. Follow the house
rules on how to handle problem.
E. Computer Operations
Exploring a Web Browser
The Web browser consists of a title bar, a toolbar, a menu bar, a

status and scroll bars. In addition, it includes an address bar.
1. Start the web browser.
2. Type http:www.yahoo.com/
3. Read the information and use the vertical or horizontal

scroll bars to view any txt not visible on the screen.
4. Click on any hyperlink (word, picture, or object linked to

other information.)
5. Click on the Back/Go Back one page button to go back to

the previous page.
Search Engines:
Some search engines that are used widely are:
http://www.google.com
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http://www.bing.com
http://search.yahoo.com
http://www.altavista.com/
E-mail:
Email(or email) is short for “electronic mail.” It is a modern day tool

used to send and receive messages using the Internet.
Creating an Email Account:
1. Start the web browser or double-click the web browser

icon on the desktop.
2. Type www.gmail.com on the address or location bar.
3. Click on “Create an Account” create a new email

account.
4. Fill in the appropriate information in the form.
5. Click I accept. Create my Account Button.
6. Record your username and Password in the space

provided below. Remember that the password is not
supposed to be shared with anyone.
Username:________________________
Password:________________________
7. Click Show me my account to see your account details.
8. Take a look at the table below and learn about the basic
features of GMAIL
Sending an Email
1. Click compose mail.

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2. In the To Box, type the email address of the person to whom
you would like to send the message.
To: juandelacruz@yahoo.com
Add Cc|Add Bcc
3. Type an appropriate subject in the Subject box.
4. Type the message you would like to send.
5. Click Send.
6. Click the down arrow ahead beside your email address and
click Sign out from the drop down men.
Self- Check 1.1-4
Direction:
1-3 Give at least 3 safety handling procedures on food

hygiene.
4-6 Give at least 3 procedures in serving guests
7-10 What are the role of the manager in making an efficient

management system?
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Learning Outcome Perform Workplace Duties Following Written
2 Notices
CONTENTS:
1. Phraseology and Telephone Personality

2. Performance Evaluation Scale and Feedback
ASSESSMENT CRITERIA:
1.Written notices and instructions are read and interpreted

correctly in
in accordance with organizational guidelines.
2.Routine written instruction are followed in sequence
3. Feedback is given to workplace supervisor based on the
instructions/information received
CONDITION:
Trainees must be provided with the following”

 Reference (books)
 Manuals
 Note Pads
 Pens
 Dictionar
ASSESSMENT METHODS:
1. Written Test
2. Direct observation
3. Oral Questioning
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Learning Experiences
Learning Outcome 2: Perform Workplace Duties Following

Written Notices
Learning Activities Special Instructions

1. Read Information Sheet 2.1-1 on If you have some problem on the content of
“Phraseology and Telephone the information sheet don’t hesitate to
Personality” approach your facilitator.
If you feel that you are knowledgeable on
the content of the information sheet, you
can now answer self check provided in the
module.
2. Answer Self-Check 2.1-1 Compare your answers to the answer keys
on “Phraseology and Telephone on 2.1-1”Phraseology and Telephone
Personality” Personality” You are required to get all
answers correct. If not, read the
4. Answer Self-Check 2.1-2 If you have some problem on the

on “Performance Boost and content of the information sheet don’t
Feedback” hesitate to approach your facilitator.
If you feel that you are knowledgeable

on the content of the information
sheet, you can now answer self check
4. Answer Self-Check 2.1-2 Compare your answers to the answer
on “Performance Evaluation keys on 2.1-1 “Performance Boost and
Scale and Feedback” Feedback”” You are required to get all
answers correct. If not, read the
information sheets again to answer all
the questions correctly.
Congratulations on a Job well done!!!
Receiving and You have now Document
Date successfully
No.
completed the last competency for this qualification and is now
Responding to Developed: Issued by: Page 55
ready for the National Assessment. Good luck and use what you
Workplace
have learned here well!!! January
Communication 2011
Passi TradeSchool
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Learning Outcome 2: Perform Workplace Duties Following
Written Notice
Information Sheet 1: Phraseology and Telephone Personality
1. identify the elements of a good telephone personality

2. perform role play on phraseologies
3. develop teamwork
II. Subject Matter
Phraseology and Telephone Personality
A. Key Concepts: Phraseology, Telephone Personality
III. Materials:
Laptop, blackboard, chalk, script
References:
Flores, Carmelita S, and Lopez, Evelyn B. (2008). “Effective

Speech Communication, Fifth Edition.” National Book
Store, pp. 5-9; 241-261
Values Statement:
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IV. Procedure:
a. Motivation:
Would you like to work as Customer Service Representative in

a Call Center?
How do you handle irate customers?
b. Presentation:
In any workplace situation, there is a need to interact,

converse and communicate with one another. However, there
are also proper greetings we need to consider when dealing
with customers.
c. Lesson Proper
Food and Beverage Services Phrases:
Topic: Room Service
Room Service Attendant: Thank you for calling Room Service

Department. This is ___________ speaking, How may I
help you?
Guest: May I order for 1 set of Breakfast?
Room Service Attendant: Before that Sir/Maam, May I know

your name and your Room Number please?
Guest: I’m____________________of RoomNumber 201.
Room Service Attendant: Thank you ___________ of Room

201. May I offer you our set of breakfast. We have
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Continental, American and Filipino breakfast. What would you
like to have it?
Guest: I will order one set of Continental breakfast.
Room Service Attendant: Okey Sir/Maam for Continental

Breakfast, we have fruit juice with the selection of orange
juice, pineapple and iced tea. Which one will you take
sir/Maam? How about your bread? We have plain bread and
toasted bread? Which one will you have sir/maam?
Guest: Toasted bread
Waiter: Our bread is served with butter and jam. Which

one will you take sir/maam?
Guest: Butter only
Waiter: I think hot steaming coffee is good for you

sir/ma’am? Would you like to have it ma’am/sir? Is that all
your order ma’am/sir? Would you mind to repeat your order?
Okay ma’am/sir, you ordered 1 set of continental
breakfast. It goes along with 1 orange juice, toasted bread with
butter and hot coffee. Did I get your order right
ma’am/sir? By the way ma’am/sir your bill is P200.00
How will you settle your bill? Cash? Charge? Or Credit card?
Cash – How much cash do you have? so that I will bring a

change to your money.
Charge – ok ma’am/sir, I will bring the bill for you to sign.
Credit card – sir may I know the name of your credit card?
Sir/ma’am, what time your breakfast be delivered?
Guest: Please deliver at seven o’clock.
Waiter: Sure sir/ma’am, your breakfast will be delivered in

your room 201 at 7:00 o’clock in the morning. That you
sir/ma’am, if there is anything more you need, please
feel free to call Room Service, thank you and have a nice day!
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Telephone Personality
Nowadays, people in different walks of life have learned to

adopt change. The use of communications in many forms
and have brought literacy and personal awareness to
themselves. Any individual must learn how to use the gadgets
(computers, telephone, cell phones and other devices for
education.)
a. Cell phones
b. Tablets
c. Telephone
d. Fax Machine
e. Computers ( Surfing, Creating an E-mail Account)
B. Tablets
A tablet computer, or simply tablet, is a mobile

computer with display, circuitry and battery in a single unit. Tablets
are equipped with sensors,
including cameras, microphone, accelerometer and touch screen,
with finger or stylus gestures replacing computer mouse and
keyboard. Tablets may include physical buttons, e.g., to control basic
features such as speaker volume and power and ports for network
communications and to charge the battery. An on-screen, pop-
up virtual keyboard is usually used for typing. Tablets are typically
larger than smart phones or personal digital assistants at 7 inches
(18 cm) or larger, measured diagonally.
Today's tablets use capacitive touch screens with multi-touch,

unlike earlier stylus-driven resistive touch screen devices. After 2007
with the access to capacitive screens and the success of the iPhone,
multi-touch and other natural user interface features, as well as flash
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memory solid state storage and "instant on" warm-booting;
external USB and Bluetooth keyboards defined tablets. Some
have 3G mobile telephony applications.
Most tablets released since mid-2010 use a version of

an ARM processor for longer battery life. The ARM Cortex family is
powerful enough for tasks such as internet browsing, light production
work and mobile games.
As with smart phones, most mobile tablet apps are supplied

through online distribution, rather than boxed software or direct
sales from software vendors. These sources, known as "app stores",
provide centralized catalogues of software and allow "one click" on-
device software purchasing, installation and updates. The app store
is often shared with smart phones that use the same operating
system.
Apple is often credited for defining a new class of consumer

device. It shaped the commercial market for tablets in the following
years. iPads and competing devices have been tested by the US
military. The most successful tablet is the Apple iPad, using
the iOS operating system. Its debut in 2010 pushed tablets into the
mainstream. Samsung's Galaxy Tab and others followed, continuing
the trends towards the features listed above.
In 2013, Samsung announced a tablet

running Android and Windows 8 operating systems concurrently;
switching from one operating system to the other and vice versa
does not require restarting the device, and data can be synchronized
between the two operating systems. The device, named ATIV Q, was
scheduled for release in late 2013 but has since been
delayed. Meanwhile, Asus has announced it will soon release its
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Transformer Book Trio, a tablet that is also capable of running the
operating systems Windows 8 and Android.
Sizes
Writing slatewith sponge (~1950).
Slates
A slate's size may vary, starting from 7 inches (approximately

18 cm).[61] Some of the models in the larger than 10-inch category
reside the Samsung Galaxy Tab Pro 12.2 at 12.2 inches, the Toshiba
Excite at 13.3 inches and the Dell XPS 18 at 18.4 inches. As of March
2013, the thinnest tablet on the market was the Sony Xperia Tablet
Z only 0.27 inches (6.9 mm) thick. In October 2013, HP announced
HP Slate 21 All-in-One (Hybrid) with 21.5" IPS display complete with
keyboard and mouse. It runs on Android, but has no internal battery.
Mini tablets
Comparison of several mini tablet computers: Amazon Kindle

Fire (left), iPad Mini(center) and Google Nexus 7 (right)
Mini tablets are smaller and lighter than standard tablets. The first
successful ones were introduced by Samsung (Galaxy Tab 7-inch),
Barnes & Noble (the Nook Tablet), Blackberry Playbook, and Amazon
(the Kindle Fire) in 2011, and by Google (the Nexus 7) in 2012. Most
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of them work like a larger tablet, though some do not have all the
features, functions, or capacity found in bigger tablet computers.
In 2012, Apple released the iPad Mini. Its size is 7.9 inches,
about 2 inches smaller than the regular size iPad tablet. Apple
announced the new smaller-sized tablet on October 23, 2012.
Amazon released an upgraded version of the Kindle Fire, called

the Kindle Fire HD, on September 14, 2012, with higher resolution,
more features, and a higher capacity than the original Kindle Fire.
The Kindle Fire HD mini is 7 inches in size.
Google also released an upgraded version of the Nexus 7 on 24

July 2013, with FHD display, dual cameras, stereo speakers, more
color accuracy, performance improvement, built-in inductive Qi
wireless charging, and alternative variant with 4G LTE unlocked
support for AT&T, T-Mobile, and Verizon.
Phablets
Samsung's Galaxy Note series were the first commercially

successful "phablet" devices.
Since 2010, crossover touch-screen mobile phones with

screens greater than 5-inches have been released. That size is
generally considered larger than a traditional smartphone, creating a
hybrid category called a phablet by Forbes and Engadget. Phablet is
aportmanteau of phone and tablet. Examples of phablets are the LG
Optimus Vu, Samsung Galaxy Note and Dell Streak. Samsung
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announced they had shipped a million units of the Galaxy Note
within two months of introducing it.
Dedicated keyboards
Tablets with dedicated keyboards form the boundary between slate

tablets and laptop computers.
Convertibles
A Lenovo X61 in slate mode
Convertible tablets have a slate tablet top-half with a

(sometimes detachable) keyboard bottom-half. They more closely
resemble laptops, and are heavier and larger than slates. While
some convertibles (such as the Asus Transformer series) run Android,
the release of Windows 8 increased the prominence of this form
factor among the laptop market.
Typically, the base of a convertible attaches to the display at a

single joint called a swivel hinge or rotating hinge. The joint allows
the screen to rotate through 180° and lie against the back of the
keyboard to provide a flat writing surface. This design, although the
most common, creates a physical point of weakness.
The Panasonic Tough book 19, for example, is advertised as a

more durable convertible notebook. The HP Elite Book 2760p
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convertible notebook uses a reinforced hinge that protrudes slightly
from the rear of the unit. And the Acer Travel Mate C210, has a
sliding design in which the screen slides up from the slate-like
position and locks into place to provide the laptop mode.
The first tablet to have a sliding screen was the Samsung

Sliding PC7 Series,[71] a tablet with Intel Atom processor and a sliding
screen that allows it to be used as a laptop or slate tablet when the
screen is locked in place covering the whole keyboard. It is intended
to combine the virtues of tablet PCs with those of notebooks.
The Inspiron Duo from Dell rotates the screen horizontally when
opened. (http://en.wikipedia.org/wiki/Tablet_computer)
C. TELEPHONE PERSONALITY/ ACTIVE LISTENING SKILLS
PROFESSIONAL TELEPHONE MANNERS
1. GREETING. Answer the call promptly and say your appropriate

greeting.
SAMPLE GREETINGS:
1. Thank you for calling (name of company). This is (your name)

speaking. How may I help you?
2. Thank you for calling (name of company). My name is (your
name).
How may I help you?
name).
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And your zip code is?
name). I’m glad you called. And your first name is?
The four components of greeting include:

1. Acknowledgement
2. Company name
3. Introducing oneself
4. Services
A call center agent should answer the telephone with a maximum of

two rings.
Answering the call promptly will show you are glad that they called.
2. BUILDING RAPPORT. Means setting a comfortable

communication line between you and your customer where you want
to establish trust. This will develop your awareness on the
importance of building rapport in order to have long-term customers.
3. TURN ON YOUR TELEPHONE PERSONALITY. Always project
friendliness regardless of how you feel. This will allow you to act
appropriately when dealing with customers when not in the best
mood.
4. ACTIVELY LISTEN. Give customers your undivided attention and
listen to your customer’s specific needs. Do not interrupt your
customer when talking.
5. EMPATHIZE WITH YOUR CUSTOMER’S QUESTIONS,

SITUATIONS, AND PROBLEMS. Empathizing doesn’t mean you
have to take the sides with your customer. You just need to put
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yourself in the position of the customer to understand the situation
they are into.
6. THINK POSITIVELY. OFFER HELP. SUGGEST SOLUTIONS. This

starts with positive attitude. A positive attitude on “we-can-do-it”
character is always an asset. A positive attitude is your ability to
THINK, ACT, REACT and SPEAK in a purely positive way. Other term
for problem solver is SOLUTION PROVIDER.
7. PERSONALIZE YOUR TRANSACTIONS. Use your customer’s

name. Ask permission if you can call your customer by his/her first
name. You may also use Miss or Mrs. or Mr. and the last name and
not the first name. Example: Miss Johnson, Mr. Smith, Mrs. Bush and
not Miss Noemi, Mr. Gideon or Mrs. Rebecca.
8. KEEP CONTROL OF THE CALL. Each call should be goal

oriented. Ask specific questions to prevent the customer from
rambling and getting confused. This lets you finish on time and this
would avoid confusing your customer during the call.
9. CONFIRM ESSENTIAL INFORMATION. Verify important

information such as credit card number, name that appears on the
credit card or spelling of street name. Use phonetics. This will assure
you that you got the correct information.
Give American names/words that correspond to the English alphabet
that could be used as Phonetics.
A – Adam B – Bob C – Cathy D – David E – Edward F – Frank
10. ATTEMPT TO COMPLETE THE CALL WHILE THE CUSTOMER

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IS STILL ON THE LINE TO AVOID CALL BACKS. We actually do
not want to do call backs since this is an extra job on the part of the
call center agent plus extra expense for the company.
COMPLETE THE ORDER ENTRY CALL FLOW IN 15 MINUTES!

1. Call Opening
2. Ask Necessary Information
a. Billing Address
b. Customer’s Information
c. Order
d. Mode of Payment
e. Credit Card/Checking Account information
3. Give Shopping Options.
4. Give Total Amount
5. Give order Number, Customer Service Contact Number
6. Do The Closing
11. PUTTING CUSTOMER ON HOLD PROCEDURE. During

transactions, whether you like it or not, there are still some things
that you just can’t answer. But don’t just leave your customers
hanging.
PHONE MANNERISMS AND STYLES
1. LANGUAGE - Do not use slang words and fillers like um, yeah,
nah, say what, come again. You should sound conversational but you
have to keep your professional style.
1. PITCH - The pitch of your voice communicates your confidence
level and your age.
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2. COURTESY RITUALS – Say please, thank you, may I. Address
customers by their first name and title.
3. PROJECT PROFESSIONAL ATTITUDE – For every call, you are
representing a very large corporation. Your customer do not
see you as a Call Center Agent, for them you are the company
itself.
4. PACE – Average pace of talking is approximately 180 words
per minute. The suggestion is to follow your customer’s pace
and phone style.
5. TONE – The tone of your voice tells the customer your mood:
your level of enthusiasm, your attitude. Smiling when talking
on the phone makes your voice sound friendly. Remember that
86% of the message customers receive on the phone comes
from the tone of your voice.
THE CALL FLOW

Goal: Learn what to say and how to say the phrases being used in
the call center. With mastery and constant practice, you are
expected to sound spontaneous, conversational, and relaxed.
Note: Call Center Agents should be aware of phraseologies to be
used per client they represent.
1. CALL OPENING:
Thank you for calling (name of company). This is (your name)
speaking. How may I help you?
Thank you for calling (name of company). My name is (your
name). How may I help you?
name). And your zip code is?
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name). I’m glad you called. And your first name is?
2. ASK FOR NECESSARY INFORMATION

A. ASK FOR MODE OF PAYMENT:
Would you be placing this order through a credit card?
How are you going to pay for your orders today, through check or
credit card?
Will you be using a credit card to pay for the item?
B. ASK FOR THE ORDER:
May I have the first item code of your order today?
And the item number is?
How many for that item?
How many will you need?
May I have the product description?
What color are you looking for?
Let me check if that one is available.
How do you want your item to be personalized?
And your next order please?
In what size and color?
C. ASK FOR BILLING INFORMATION:

May I have the name as it appears on the credit card?
And the zip code of your billing address is?
How about the rest of the billing address as it appears on the
credit card statement?
What is your bank’s name?
In which city is this branch located?
Do you bank in the same city you are in?
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D. ASK FOR CUSTOMER’S CONTACT INFORMATION
May I have your telephone number starting with the area code
please?
Is your daytime phone number the same as your night phone
number?
And your e-mail address is?
Do you have an e-mail address that you would like to share with
us?
E. ASK FOR CREDIT CARD INFORMATION

Which credit card will you be using today?
As of the moment, we are accepting major credit cards which are
Visa, Master and American Express. Do you have any of the credit
cards that I just mentioned?
May I have your credit card number please?
And the credit card number is?

How about the expiration date?
Just to verify, your credit card number is… (read in 4 digit
increments.)
How about the last four digits of your Credit Card Verification
Value or CVV? (It can be found at the back of the card above the
signature line).
3. SHIPPING INFORMATION
You will receive your items within the next ___ business days.
The fastest option we have right now is ___ business days with an
addition of $___.
We can rush your shipment for only an addition of $___. And you
will receive your items within ___ business days.
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May I rush your shipment?
Standard delivery takes ___ business days.
4. GIVE TOTAL
The total amount of your order today including the shipping and
handling is $___.
The total value of your order today is $___.
The total amount of your order is $___. This already includes your
shipping and handling.
5. GIVE ORDER NUMBER

Kindly take note of your order number. That is …
Do you have a pen and paper ready? Kindly take note of your
order number. That is …
Please write down your order number. That is…
Would you like to take note of your order number?
6. DO THE CLOSING
Thank you for calling! Have a great day!
Thank you for shopping with us!
Thank you for ordering. Bye!
Is there anything else I could help you with?
Have a nice day!
We hope to hear from you again!
Thank you for doing business with us! Enjoy you catalogue!
ASSIGNMENT: Pair the students and let them practice doing the
transaction using the order entry call flow and the call center
phraseologies. Do constructive criticisms.
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HANDLING SCRIPTS
Goal: Awareness on the positive and negative effects of script
reading. Develop students not to sound scripted but spontaneous
and upbeat, not mechanical or robotic.
Effects of Script Reading

The call center agents are the most empowered people in the
company. On every call they are making or unmaking your
business. Every call center agent needs specific instructions on
how to begin, conduct, and end each call that is where scripts
come in.
Positive:
Script reading provides degree of: management, control, and
consistency.
Negative:
Word-for-word scripting is turn-off for customers.
Customer hears difficulty in responding to things not anticipated
in script.
Leaves little opportunity for people to be adaptive or flexible to
responses.
CALL CENTER PHRASEOLOGY:

FORBIDDEN PHRASES
This will develop your awareness on the phrases not to be used
during transaction and the rationale behind each.
1. It’s our company policy
2. What seems to be the problem?
3. I can’t…
4. We don’t…
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5. What do you expect me to do?
6. What was that again?
7. I’ve done all I can.
8. That’s not my job.
9. Our computers are down.
10. We have a technical problem.
11. I’m sorry?
12. They don’t pay me enough.
13. If you keep on doing this, I will hang up.
14. You’re not the only one with this concern.
15. I’m busy right now.
16. Sorry, I can’t help you.
17. I’m afraid that is not possible.
TRY THESE INSTEAD:
1. Although we can’t offer that, we do offer alternatives which you
might want to try.
2. Since I don’t have the answer to that, would you be willing to
hold while I find that for you?
3. As of the moment, we are not offering that but we have this…
4. In order to be fair to everyone, I suggest that you take
advantage of this…
What to say when…
1. … the line is choppy or something is wrong with the line?
Hello! I am sorry but I can’t hear you. If you can hear me please
hung up and try to dial the number again. And the number is
(give out the number). Thank you for calling (name of company).
Enjoy the rest of the day.
2. … appreciating customer?
That’s a great choice!
3. … offering assistance?
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Will there be anything else I could help you with?
4. … asking something about the catalog?
Do you have a catalog with you?
5. … asking the customer to repeat the information?
Kindly say that again a little louder this time.
6. … customer asks for personal information?
We are in no liberty to give out personal information other than
our first name.
7. … you don’t know the answer?
I do not have the specifics regarding that but I can find out for you
if you don’t mind holding for just a moment.
8. … customer asks for the weather?
I couldn’t see from where I am seated.
9. …customer asks if you used the item before?
Absolutely! It’s one of the best in the market.
10. …customer is complaining about a wrong delivery?
Have you tried calling the customer service department for this
concern?
11. … customer is asking for the supervisor?
Before I pass this call to my supervisor, may I know first your
concern because probably I could help you out. If you still want to
speak with the supervisor afterwards, I would gladly transfer this
call to him.
12. …customer doesn’t want to use credit card as a mode of
payment?
We are accepting major credit cards as of the moment, which are
Visa, Master and American
Express. Do you have any of the credit cards that I just
mentioned? (http://nathan-
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callcentertraining.blogspot.com/2008/08/telephone-
personality.html).
D. Fax Machine
Though the use of fax machines has steadily declined since the
advent of email, there are still many reasons why a company
would want a fax machine. From meeting communication
demands to providing a quick copy or print, fax machines
continue to hold a place in business operation.
Communication
Some companies rely on faxes to communicate with their
vendors, suppliers, customers and contractors. Since fax
technology is inexpensive compared with computer networks,
many companies work with vendors or suppliers who only
communicate via fax. When this is the case, a company must rely
on fax machines to communicate with others.
Cost
As mentioned, several companies and home-based business
operators may not have made the large investment in a computer
network. They need to rely on the inexpensive fax machine to send
and receive hard copy documents. An important example is a
signature page, which often provides confirmation of acceptance.
Prospecting
Using fax machines to prospect is still an effective method for
some companies. Whether it is a restaurant sending out daily
specials to local businesses or an office-equipment dealer sending
out exciting promotions, fax machines allow businesses another way
to spread the word.
Printing And Copying
Though using a fax machine for printing and copying is not the
most economical decision, fax machines can be used for both. For a
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fax to be used as a printer it must either be connected to a computer
via a parallel cable or to a computer network via a CAT 5 cable. Most
fax machines have a "Copy" mode, which scans in a hard copy and
delivers a copy to the exit tray.
( http://www.ehow.com/list_6771987_uses-faxes-business.html
IV. ACTIVITY
Self-Check 2.1-2
Group yourselves by two. Write a script on a certain Filipino product

and try to sell it like the casual call center informercials.
Answer Key 2.1-2
Generalization: What have you learned in today’s session. How

important is telephone personality?
V. TASK
Choose one item you wish to sell. Make a script about that item for 2
minutes.
Share what you have written in the class.
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Information Sheet 2 – Performance Boost and Feedback
1. identify the motivational tools in the workplace

2. define the term feedback
3. perform a role play
4. develop work values and integrity
II. Subject Matter
Performance Boost and Feedback

A. Key Concepts: Feedback
III. Materials:
Module, balckboard, chalk, laptop
References:
Mukhi, L. (2005), Smart Moves in the Workplace. Anvil Publishing

Inc.
Values Statement:
Cooperation, Teamwork, Honesty
IV. Procedure:
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a. Motivation:
When you see someone performing on stage, how do

you give your feedback?
When your teacher praises you for a good performance

in the class, how do you feel?
Lesson Proper
Give Your Performance a Boost!
It happens to the best of us. Inspite of all empowering

self-talk, there are times when your enthusiast, at work
begins to drop. Give your performance a boost with
these career tips!
1. Remember your vision for your work. Remain true to

your vision and uphold excellence and creativity.
2. Dream up better ways of doing things. A change of

routine helps. Something new will perk you up.
3. Persevere in your commitments. If you deliver your

commitments and fulfill obligations, the payback is
greater self-esteem and a sense of accomplishments.
The recognition of your effort will also fuel your energy to
keep doing a great job.
4. Keep moving forward! There will always be difficult

moments, pressures and tensions. Address issues and
concerns as part of the process and growth.
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End each day with thanksgiving and a renewed commitment to
keep growing.
Getting better is what it’s all about. Then you feel like
celebrating!
Remember , motivation is willingness to exert higher levels of

effort to achieve better results.
So next time you get the blues at work, and there’s no extra
cash in sight, perk up your motivation by making the work
itself more interesting.
Motivational tools ad ranked were:

4 – promotion
5 – good working conditions
6 – tactful discipline
7 – loyalty to employees
8 – full of appreciation of work done
9 – feeling of being on things
10 – help with personal problems.
Activity:
1. What causes your enthusiasm to drop?

2. What are your three main work motivators?
3. What are the things that are working for you which you
can be thankful
Feedback
The Four Types of Feedback
Negative feedback, or corrective comments about past behavior.
These are things that didn’t go well.
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Positive feedback, or affirming comments about past behavior. These
are things that went well and need to be repeated.
Negative feedforward, or corrective comments about future behavior.
These are things that don’t need to be repeated next time.
Positive feedforward, or affirming comments about future behavior.
These are things that would improve performance in the future.
The distinction that is largely missing for most people is the focus on
the future or feed forward.
As you begin to understand the power of balancing both positive and

negative input with observations about the past (which can’t be
changed) and advice for the future (which can be changed), you
have a new paradigm for the feedback and coaching process.
Here are five balancing strategies to help you use these four types of
feedback in a wy to help the other person receive and use your
insights to improve performance.
Five Balancing Strategies
 Make sure you use them all. Which means you must
understand the importance of each, and have insights in each
area to share. The starting point must always be usefulness.
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Your challenge is to look for examples in all four areas, not
make something up or be overly generic.
 Ask the other person his/her opinion, first. Ask questions
about all four areas. Do it without it being an interrogation –
ask something like “How do you think it went?” Or, more
specifically, “What did you think went well?” “What do you wish
you had done differently?” Then ask about the future with
questions like, “Knowing what you know now, what would you
do differently next time?” “What will you avoid next time?
“What do you plan to make sure you do next time?”
 Tie it all together. Connect the dots for people between past
performance and how that relates to the future. This may
require generalizing out an idea or behavior. Tying together
past and future can help keep people from being defensive or
spending their energy trying to justify the past – which can’t be
changed anyway.
 More ‘and,’ less ‘but.’ When you tie ideas together, do it
with “and” not “but.” “But” erases everything said prior to
using the word “but.” “And” is inclusive and draws people
forward emotionally.
 Focus on the future. While you want the feedback to be
balanced, the overall focus needs to be on the future.
Remember no one can change the past – its value in a
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feedback situation is for context, consequences and concrete
examples, not for dwelling, hand-wringing or excessive blame.
Always end the conversation talking about the future, including
their thoughts (see suggestion above about asking their
opinion) early and often. Doing this will give you the best shot
at an action plan of which the other person will feel ownership.
Self-Check 2.1-2
Give the Types of Feedback and explain its importance
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Answer Key 2.1-2
1. Negative feedback, or corrective comments about past

behavior. These are things that didn’t go well.
2. Positive feedback, or affirming comments about past

behavior. These are things that went well and need to be repeated.
3. Negative feedforward, or corrective comments about future

behavior. These are things that don’t need to be repeated next time.
4. Positive feedforward, or affirming comments about future

behavior. These are things that would improve performance in the
future.
Date Document No.

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ALL RIGHTS RESERVED 2011©
RECEIVE AND RESPOND IN WORKPLACE COMMUNICATION
COMPETENCY BASED LEARNING MATERIAL
PASSI TRADE SCHOOL
Date Document No.

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COMPETENCY BASED LEARNING MATERIAL

Date Document No.

HOW TO USE THIS COMPETENCY BASED LEARNING

Welcome to the module in Receiving and Responding to

Date Document No.

Use the Self-checks, Operation Sheets or Job Sheets at the

Date Document No.

SUMMARY OF COMPETENCY-BASED LEARNING

List of Basic Competencies

Date Document No.

Receive and Respond to Receiving and

3. Demonstrate work values Demonstrating Work

How To Use This Competency Based Learning Materials:

Summary of Competency Based Learning Materials 4

1. Learning Outcome 1: Follow Routinary Spoken Message 7

3. Information Sheet 1: The Art of Listening 11

4. Information Sheet 2: Reading Information/Details 19

5. Information Sheet 3: Fact and Opinion 27

7. Information Sheet 5: Organizational Policies and Guidelines

8. Learning Outcome 2: Perform Workplace Duties Following

10. Information Sheet 1: Phraseology and Telephone Personality 52

11. Information Sheet 2: Performance Boost and Feedback 73

UNIT OF Receive and Respond to Workplace

This unit covers with the knowledge, skills and attitudes in

NOMINAL DURATION: 8 HOURS

Date Document No.

1. Follow routine spoken messages

1. Instructions/information are properly recorded

1. The Art of Listening

1. Required information is gathered by listening attentively

Trainees must be provided with the following”

Date Document No.

2. Answer Self-Check 1.1-1 Compare your answers to the answer keys on

If you feel that you are knowledgeable on the

4. Answer Self-Check 1.1-2 Compare your answers to the answer keys on

If you have some problem on the content of the

Date Document No.

4. Answer Self-Check 1.1-2 Compare your answers to the answer keys on

If you have some problem on the content of the

If you feel that you are knowledgeable on the

4. Answer Self-Check 1.1-2 Compare your answers to the answer keys on

If you have some problem on the content of the

If you feel that you are knowledgeable on the

Date Document No.

6. Answer Self-Check 1.1-4 Compare your answers to the answer keys on

If you have some problem on the content of the

Congratulations on a Job well done!!! You have now successfully

Date Document No.

You are expected to:

II. Subject Matter

The Art of Listening

A. Key Concepts: Listening

Laptop, blackboard, chalk

Chaves, J. D, et.al, Creative Oral Communication for Filipino

Participation, Cooperation, Enthusiasm

How important is listening in your daily lives?

When you listen, do you pay attention to the one talking?

Listening is a skill and it comprises a wide area of

According to Chavez, et.al (2012, p. 129) The

While hearing is a biological activity, listening is an

1. Critical Listening Style

- The listener evaluates what he has heard.

2. Emphatic listening style

Date Document No.