Recieve and Respond To Workplace Communication

CBLM
ON
BASIC COMPETENCIES
(RECEIVE AND RESPOND YO WORKPLACE
COMMUNICATION)
HOW TO USE THIS COMPETENCY BASED LEARNING MATERIAL
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COMMUNICATION TOLEDO
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 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.
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Use the Self-checks, Operation Sheets or Job Sheets at the end of each section to test your own
progress.
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 Workplace Receiving and Responding to

1. Communication Workplace Communication
Work with Others Working with Others

2.
Demonstrate work values
3.
Demonstrating Work Values
Practice Housekeeping Procedures Practicing Housekeeping Procedures
4.
TABLE OF CONTENTS
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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
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
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UNIT OF COMPETENCY Receive and Respond to Workplace Communication
MODULE TITLE Receiving and Responding to Workplace Communication
INTRODUCTION:
This unit covers with the knowledge, skills and attitudes in workplace
communication
NOMINAL DURATION: 8 HOURS
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.
Follow Routine Spoken Messages
Learning Outcome 1
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CONTENTS:
1. The Art of Listening

2. Reading Information/Details
3. Note-Taking Skills
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
Learning Experiences
Learning Outcome 1: Explain Routinary Speaking and Messages in a Workplace

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Learning Activities Special Instructions
1. Read Information Sheet 1.1-1 on If you have some problem on the content of the information
“The Art of Listening” sheet don’t 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 provided
in the module.
2. Answer Self-Check 1.1-1 Compare your answers to the answer keys on 1.1-1 “The Art
of Listening” You are required to get all answers correct. If
on “The Art of Listening” not, read the information sheets again to answer all the
questions correctly.
3. Read Information Sheet 1.1-2 on “ If you have some problem on the content of the information
Reading Information/Details” sheet don’t hesitate to approach your facilitator.

in the module.
4. Answer Self-Check 1.1-2 Compare your answers to the answer keys on 1.1-2
“Reading Information/Details” You are required to get all
on answers correct. If not, read the information sheets again to
answer all the questions correctly.
“Reading Information/Details”
If you have some problem on the content of the information

sheet don’t hesitate to approach your facilitator.

in the module.
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5. Read Information Sheet 1.1-3 on “ If you have some ALBERTO
problem on
T. the content of the information
Fact and Opinion” sheet don’t hesitate to approach your facilitator.

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:
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a. Motivation:
How important is listening in your daily lives?
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
- The listener recognizes the speaker’s feelings and shows empathy.
3. People listening style
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- 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
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

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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.
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.
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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_____________________________________
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
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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 parents Advises that I do not care about
1. 1.
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
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KeyTrain Reading for Information (2000). Retrieved August 1, 2017 from
http://www.anderson5.net/cms/lib02/sc01001931/centricity/domain/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/
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
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Di maniwalang Pasig din ang tinitignan ko
Kaibigan ano ang nangyari dito
(Anong nangyari? Anong nangyari?)


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.
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d. Lesson Proper
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
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)
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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 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
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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 19 th 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.
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/pasigriver/
Wolfgang Bethger from http://www.insights-philippined.de/pasigriver.htm
d2.Comprehension Questions
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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
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
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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.
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
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Information Sheet 3 – Fact and Opinion
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.
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
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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 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
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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, 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.
_____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 news item below andMEAT

PH STOPS pick outIMPORTS
the factual and opinionated
FROM BRAZIL statements.
by: Karl R. Ocampo @kocampo
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The Philippine government
TRAINING AND has slapped temporary ban
COMPETENCY on the importation
Issuedof
by:
PURPOSES ONLY School Director
ASSESSMENT
meat from Brazil CENTER
after salmonella
INC.
was detected AND
RECEIVE in some of the shipments fromAGC the- TSD
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The Department of Agriculture (DA) issued Memorandum
ALBERTO T. Order 32,
COMMUNICATION
authorizing the ban on Brazilian meat products, repealing the TOLEDO
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
Facts:
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1.___________________________________________________________
2.___________________________________________________________
3.___________________________________________________________
4.___________________________________________________________
5.___________________________________________________________
Opinions:
1.___________________________________________________________
2.___________________________________________________________
3.___________________________________________________________
4.___________________________________________________________
5.___________________________________________________________
Information Sheet 4 – Writing a Travelogue
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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:
Creativity, Cooperation, Fun

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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.
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.
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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.
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).
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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).
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
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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.
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
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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.
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:
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Cooperation, Teamwork, Honesty
IV. Procedure:
a. Motivation:
In the semantic web below, write the qualities of a good service.
Good Service
b. Presentation:
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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.
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.
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“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.
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.
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The Scope of Management: It’s a big job!
SELF TASKS
Paradigms Planning
Choices Organizing
Our responses Controlling
ORDERS
Leading
Communicating
Coaching
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.
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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
http://www.bing.com
http://search.yahoo.com
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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.
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.
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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 2 Perform Workplace Duties Following Written 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
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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 the
“Phraseology and Telephone Personality” information sheet don’t 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 provided in the module.
2. Answer Self-Check 2.1-1 Compare your answers to the answer keys on 2.1-
1”Phraseology and Telephone Personality” You are
on “Phraseology and Telephone required to get all answers correct. If not, read the
Personality” information sheets again to answer all the questions
correctly.
4. Answer Self-Check 2.1-2 If you have some problem on the content of the
information sheet don’t hesitate to approach your
on “Performance Boost and Feedback” 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.
Compare your answers to the answer keys on 2.1-1

“Performance Boost and Feedback”” You are required
to get all answers correct. If not, read the information
sheets again to answer all the questions correctly.
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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
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Values Statement:
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?
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Guest: I’m____________________of RoomNumber 201.
Room Service Attendant: Thank you ___________ of Room 201. May I offer you our
set of breakfast. We have 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.
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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!
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
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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
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 Transformer Book Trio, a tablet
that is also capable of running the operating systems Windows 8 and Android.
Sizes
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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 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.
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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 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.
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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 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
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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?
3. Thank you for calling (name of company). My name is (your name).
And your zip code is?

4. Thank you for calling (name of company). My name is (your 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
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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 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
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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 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
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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.
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?
Thank you for calling (name of company). My name is (your name). And your zip code is?
Thank you for calling (name of company). My name is (your name). I’m glad you called. And your
first name is?
2. ASK FOR NECESSARY INFORMATION

A. ASK FOR MODE OF PAYMENT:
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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?
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?
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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.
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 …
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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.
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:
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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…
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…
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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?
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
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Express. Do you have any of the credit cards that I just mentioned? (http://nathan-
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
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Though using a fax machine for printing and copying is not the most economical
decision, fax machines can be used for both. For a 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.
Information Sheet 2 – Performance Boost and Feedback

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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:
a. Motivation:
When you see someone performing on stage, how do you give your feedback?
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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.
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
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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
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Feedback
The Four Types of Feedback
Negative feedback, or corrective comments about past behavior. These are things that didn’t go
well.
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 way to help
the other person receive and use your insights to improve performance.
Five Balancing Strategies

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 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. 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 feedback situation is for
context, consequences and concrete examples, not for dwelling, hand-wringing or excessive
blame.
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.
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Recieve and Respond To Workplace Communication

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Recieve and Respond To Workplace Communication

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HOW TO USE THIS COMPETENCY BASED LEARNING MATERIAL

SUMMARY OF COMPETENCY-BASED LEARNING MATERIALS

List of Basic Competencies

Receive and Respond to Workplace Receiving and Responding to

Work with Others Working with Others

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

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

10. Information Sheet 1: Phraseology and Telephone Personality 52

11. Information Sheet 2: Performance Boost and Feedback 73

MODULE TITLE Receiving and Responding to Workplace Communication

1. Follow routine spoken messages

1. Instructions/information are properly recorded

Follow Routine Spoken Messages

1. The Art of Listening

1. Required information is gathered by listening attentively and correctly interpreting or

Learning Outcome 1: Explain Routinary Speaking and Messages in a Workplace

If you feel that you are knowledgeable on the content of the

If you feel that you are knowledgeable on the content of the

If you have some problem on the content of the information

If you feel that you are knowledgeable on the content of the

If you feel that you are knowledgeable on the content of the

Information Sheet 1: The Art of Listening

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 Students: A

Participation, Cooperation, Enthusiasm

How important is listening in your daily lives?

What do you think will happen when no one listens?

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

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

While hearing is a biological activity, listening is an intellectual one because

1. Critical Listening Style

- The listener evaluates what he has heard.

2. Emphatic listening style

- The listener recognizes the speaker’s feelings and shows empathy.

3. People listening style

4. Action Listening style

5. Content listening style

1. The Controlling Listeners

2. The Passive Listeners

3. The Appreciative Listeners

They respond positively by smiling or looking at the speaker, uttering encouraging

4. The Critical Listeners

Reasons for Listening

1. Weak extrinsic motivation

- The physical setting can also affect communication.

- This is also called “fitting timing” for speech.

Suggestion for honing your ability to listen:

1. Develop your vocabulary

First Name _____________________________________

Cocoa several omelette chocolate

Massachusetts Connecticut Arkansas Babylon

New Hampshire Thailand Shanghai Greenwich