COR 001

ORAL COMMUNICATION IN CONTEXT

SECOND LEARNING TASK

OBJECTIVES: To enhance communication skills through phone call.

GUIDELINES/PROCEDURE
The student (should):
Will be assigned on the different types of Speech Styles or Speech Acts such as;
- Intimate - Apology - Refusal
- Casual - Greeting
- Consultative - Request
- Formal - Complaint
- Frozen - Invitation
Answer the call within three rings;
Immediately introduce his/herself;
Speak clearly;
Actively listen and take notes;
Use proper language; and
Stay positive and remain cheerful.

RUBRIC:
POOR FAIR GOOD ABOVE AND
BEYOND
GREETTING The student does Limited greeting. The student gives The student gives
not None an appropriate an appropriate
identify/introduce enthusiastic greeting greeting and has
his/herself a positive
attitude.
Enthusiastic
TONE Monotone. Pace too rapid or Pleasant phone Clear and
Unenthusiastic. too slow. Difficult voice. Good understandable.
Not positive. to understand steady rate of Pleasant, cheerful
Sounds annoyed speech. Clear and tone.
or distracted understandable.
FLUENCY Student pauses The conversation Some minor Student speaks
so frequently is quite broken hesitations are with fluid and
while speaking. and marked with present in natural, allowing

1​ | ​Page
 Consequently, it the awkward conversation, but the listener to
is difficult for the silences and has do not really listen without
listener to remain tendency to impede the difficulties.
interested. use repetitions flow of
and fillers, such communication.
as “um” and
“uh”.
EFFECTIVE Unable to Able to identify Paraphrasing. Paraphrasing and
LISTENING determine the part of the Asking Questions. questions are
caller’s question caller’s question Concentrates on used
or issue or issue what the caller is appropriately and
saying not over used.
Quickly and
efficiently
identifies the
caller’s question
or issue.
CALL ENDING Hangs up without Says goodbye. Thanks, the Asks the caller if
using a closing person he/she has any
phrase for his or her more questions
time, or concerns,
and says thanks the caller
goodbye. for his
or her time, and
says goodbye.

2​ | ​Page