LESSON 1 – Communication

Pathways

WHAT I KNOW

1.B
2.A
3.A
4.C
5.D
6.D
7.C
8.B
9.D
10.C

WHAT’S NEW
1.We can communicate in different ways if we can
understand each other. If I am working, I can
communicate verbally, or using body language or
by using phones.
2.The managers, team leader, co-worker, and
customers.

WHAT I HAVE LEARNED

1.Verbal communication refers to our use of words
while nonverbal communication refers to
communication that occurs through means other
than words, such as body language, gestures, and
silence.
2.The primary communication pathway in contact
center services industry is from you as an agent to
your customer.
3.In order to know what are the concerns that the
customer is experiencing in the meantime.
4.Email, Memos, and Proposals
5.Oral communication can be more effective
because it involves carefully chosen words along
with non-verbal gestures, movements, tone
changes and visual cues that keep the audience
 captivated. The written word is more organized,
more detailed and is presented in a logical order.

WHAT’S MORE

1. Agent to Costumer:
-Hello, thank you for calling ABC company costumer
service, how can I help you?
- I would like to ask when will my package arrived it’s
been 3 days since I ordered it, It normally arrives 2
days after I ordered it.
- Oh, as I can see on our tracker it is going to be
delivered tomorrow morning, if that’s okay.
- Ohh yeah it’s fine, I can still wait.

2. Agent to supervisor:
- Ma’am here is the report this month for my shift.
- Okay, let me check. Since you’re a good employee I
can approved your leave that you requested.
- Thank you ma’am, I’ll use it efficiently.

3. Supervisor to Customer:
- Hello, this is the supervisor of ABC company, is
there anything I can help you with?
- So, here’s the point I ask the agent that the product
was broken when it arrived, but the agent said that it
cannot be refunded since it’s a personal product,
that’s why I called you so you can decide what to do.
- Okay, I understood where you are coming from
ma’am but according to our policies we can’t refund
personal items, so I hope that is okay for you?
- Ohh, sad to hear, its fine I can just buy a new one,
I’ll just rate it low on the courier of the damage.
- Appreciate it ma’am, have a nice day ahead

ASSESSMENT

1.TRUE
2.TRUE
3.FALSE, telephone calls, interviews, informal
conversation are examples of oral communication.
 4.TRUE
5.FALSE, have not enough time to process the
message before delivery.
6.FALSE, oral communication
7.TRUE
8.TRUE
9.TRUE
10. TRUE

LESSON 2 – Identify the Elements of

Communication

WHAT I KNOW
Pre-Test 2.1

1.Context
2.Recipient
3.Medium
4.Message
5.Sender

WHAT I HAVE LEARNED

1.Message, it is how the receiver understood the

information he received. Sender, initiates the
communication. Transmission medium, the
immediate form in which the message is being
communicated. Recipient, it is the person to
whom the message is intended to. Noise, anything
that intercedes with the communication process
between the sender and the receiver. Context, the
personal background of the communicators or the
background of a communicative situation which
will affect the transmission of message.
2.The transmission or flow of information or a
message from the sender through a designated
route to the receiver while overcoming
impediments that slow it down is referred to as
the communication process. The communication
process is cyclic in nature, as it starts with the
 sender and ends with the sender in the form of
feedback.
3.In human life, communication is vital. It aids in
the exchange of information and knowledge, as
well as the development of interpersonal
relationships. As a result, the value of
communication skills in our daily lives cannot be
overstated.
4.The production of a message is the encoding of a
message. It is a system of coded meanings, and in
order to construct it, the sender must first
comprehend how the world is understood by the
audience members. The ability of an audience
member to grasp and interpret a message is
known as decoding.
5.The message is the most crucial component of the
communication process. You can't start a
discussion or transfer any kind of information
without a message, hence it's known as the most
vital key piece in the complete process.

WHAT I CAN DO

Eresh lies to her mother.

She is thinking on how to tell her without her mother

getting mad.

She then tells her “Mom, I lied where I went last

night”.

Her mother hears what Eresh says.

Her mother is trying to analyze what just Eresh

confess.

Her mother feels sad and angry because her daughter

lied but still understand her, so she just said tell me
honestly next time.
WHAT’S MORE

ELEMENTS OF COMMUNICATION

Sender Linda Anderson

Recipient Mr. Tomas Garcia
Message Refund from the purchase she made
last November 17, 2015
Transmission Written Communication
Medium (letter)

ASSESSMENT

1.B
2.D
3.D
4.B
5.None
6.B
7.D
8.B
9.B
10.B