Communicating Effectively in English

ST. PEREGRINE INSTITUTE INC.

S.Y. 2020 - 2021

Lesson 1: Analyze Communication Process

 St. Peregrine Institute
Communicating Effectively In English
Prof. Rhayan Ramos De Castro
https://www.youtube.com/watch?v=StZBMGeFKqE

St. Peregrine Institute

Communicating Effectively In English
Prof. Rhayan Ramos De Castro
 St. Peregrine Institute
Communicating Effectively In English
Prof. Rhayan Ramos De Castro
 St. Peregrine Institute
Communicating Effectively In English
Prof. Rhayan Ramos De Castro
A. I understand that you lost the receipt but we have to follow the
standard procedure regarding return of items with out receipt.

B. I understand your concern. However, we have procedure to follow

regarding this matter.

St. Peregrine Institute

Communicating Effectively In English
Prof. Rhayan Ramos De Castro
A. I understand that you lost the receipt but we have to follow the
standard procedure regarding return of items with out receipt.

B. I understand your concern. However, we have procedure to follow

regarding this matter.

St. Peregrine Institute

Communicating Effectively In English
Prof. Rhayan Ramos De Castro
 VERBAL
COMMUNICATION

ORAL WRITTEN

Memos, proposals, training

Telephone calls manuals, company policies, and
letters

St. Peregrine Institute

Communicating Effectively In English
Prof. Rhayan Ramos De Castro
 are skills that you have to
possess to be part of the CCS
industry
Call Handling Skills

St. Peregrine Institute

Communicating Effectively In English
Prof. Rhayan Ramos De Castro
 Inter-office and inter-
organization mail system. A
system of worldwide electronic
communication.

E-mail

St. Peregrine Institute

Communicating Effectively In English
Prof. Rhayan Ramos De Castro
 Advantages and Disadvantages of the Different Ways to Communicate
Ways to Communicate
Oral Communication
Written Communication
Electronic Communication
Advantage Disadvantage
Brings quick feedback Speaker is usually unable to
process message before speaking.
Messages can be edited before Does not bring instant feedback /
sending/ can be saved for later Takes time to prepare and requires
study. writing ability
Disregards the aspect of distance Relies on good internet connection
St. Peregrine Institute
Communicating Effectively In English
Prof. Rhayan Ramos De Castro
AGENT CUSTOMER

Communication Pathway as CCS Provider

St. Peregrine Institute

Communicating Effectively In English
Prof. Rhayan Ramos De Castro
 Tips for you to consider in establishing good communication among customers

alert pleasant polite

friendly fair thoughtful
cooperative humble tolerant
considerate loyal sensitive
honest show self-control Flexible /
adaptable
punctual enthusiastic responsible

St. Peregrine Institute

Communicating Effectively In English
Prof. Rhayan Ramos De Castro
Written Work No. 1: SURVEY

Written Work No. 2: Modified True or False

St. Peregrine Institute

Communicating Effectively In English
Prof. Rhayan Ramos De Castro
Written Work No. 1: SURVEY - INTERPRETATION

St. Peregrine Institute

Communicating Effectively In English
Prof. Rhayan Ramos De Castro
Written Work No. 1: SURVEY - INTERPRETATION

St. Peregrine Institute

Communicating Effectively In English
Prof. Rhayan Ramos De Castro
Written Work No. 1: SURVEY - INTERPRETATION

St. Peregrine Institute

Communicating Effectively In English
Prof. Rhayan Ramos De Castro
 Communicating Effectively in English

ST. PEREGRINE INSTITUTE INC.

S.Y. 2020 - 2021

Lesson 1.2 Elements of Communication

 A process that involves different elements
which affect message transmission and
message quality.

A process where the message is

packaged, channeled, and conveyed by a
sender to a receiver through a certain
medium.

St. Peregrine Institute

Communicating Effectively In English
Prof. Rhayan Ramos De Castro
https://www.youtube.com/watch?v=vpux8tKhHwQ

St. Peregrine Institute

Communicating Effectively In English
Prof. Rhayan Ramos De Castro
 • an order
• your new schedule
• a co-worker’s
request

St. Peregrine Institute

Communicating Effectively In English
Prof. Rhayan Ramos De Castro
 • the client or
customer placing
an order
• your supervisor
giving a memo
• your co-worker
sending an email
St. Peregrine Institute
Communicating Effectively In English
Prof. Rhayan Ramos De Castro
 • a phone call
• a memo
• an e-mail

St. Peregrine Institute

Communicating Effectively In English
Prof. Rhayan Ramos De Castro
 • a customer sales
representative
• an employee
• a fellow co-worker

St. Peregrine Institute

Communicating Effectively In English
Prof. Rhayan Ramos De Castro
 Noise
• loud music from the radio
(external)
• on-going construction
outside the office
(external)
• an agent is hungry
(internal)
• an agent is thinking of her
sick puppy while on call
(internal)

St. Peregrine Institute

Communicating Effectively In English
Prof. Rhayan Ramos De Castro
 • gender preference
• race
• religious beliefs
• educational
attainment
• during a war
• during a crisis
St. Peregrine Institute
Communicating Effectively In English
Prof. Rhayan Ramos De Castro