TLE 10

Contact Center Services

Contact Center Services
Quarter
2
T.L.E. (Contact Center Service) – Grade 10
Quarter 2 – Module 2: Elements of Communication
First Edition, 2020

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Published by the Department of Education - Schools Division of Pasig City

Development Team of the Self-Learning Module

Writer: Aliza N. Vasquez
Editor: Ammeliza N. Vasquez
Reviewers: Haidee S. Garrido
Illustrator: Edison P. Clet
Layout Artist: Emmanuel D. Ubaldo
Management Team: Ma. Evalou Concepcion A. Agustin
OIC-Schools Division Superintendent
Aurelio G. Alfonso EdD
OIC-Assistant Schools Division Superintendent
Victor M. Javeña EdD
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OIC-Chief, Curriculum Implementation Division

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Librada L. Agon EdD (EPP/TLE/TVL/TVE)

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Norlyn D. Conde EdD (MAPEH/SPA/SPS/HOPE/A&D/Sports)
Wilma Q. Del Rosario (LRMS/ADM)
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Perlita M. Ignacio PhD (EsP)
Dulce O. Santos PhD (Kindergarten/MTB-MLE)
Teresita P. Tagulao EdD (Mathematics/ABM)

Printed in the Philippines by Department of Education – Schools Division of

Pasig City
 TLE 10
Contact Center Services

Quarter 2
Self-Learning Module 2
Elements of Communication
Introductory Message

For the Facilitator:

Welcome to the Technology and Livelihood Education – Contact Center

Services 10 Self-Learning Module on Elements of Communication!

This Self-Learning Module was collaboratively designed, developed and

reviewed by educators from the Schools Division Office of Pasig City headed by its
Officer-in-Charge Schools Division Superintendent, Ma. Evalou Concepcion A.
Agustin, in partnership with the City Government of Pasig through its mayor,
Honorable Victor Ma. Regis N. Sotto. The writers utilized the standards set by the K
to 12 Curriculum using the Most Essential Learning Competencies (MELC) in
developing this instructional resource.

This learning material hopes to engage the learners in guided and independent
learning activities at their own pace and time. Further, this also aims to help learners
acquire the needed 21st century skills especially the 5 Cs, namely: Communication,
Collaboration, Creativity, Critical Thinking, and Character while taking into
consideration their needs and circumstances.

In addition to the material in the main text, you will also see this box in the
body of the module:

Notes to the Teacher

This contains helpful tips or strategies that
will help you in guiding the learners.

As a facilitator you are expected to orient the learners on how to use this
module. You also need to keep track of the learners' progress while allowing them to
manage their own learning. Moreover, you are expected to encourage and assist the
learners as they do the tasks included in the module.
 For the Learner:

Welcome to the Technology and Livelihood Education – Contact Center

Services 10 Self-Learning Module on Elements of Communication!

This module was designed to provide you with fun and meaningful
opportunities for guided and independent learning at your own pace and time. You
will be enabled to process the contents of the learning material while being an active
learner.

This module has the following parts and corresponding icons:

Expectations - This points to the set of knowledge and skills

that you will learn after completing the module.

Pretest - This measures your prior knowledge about the lesson

at hand.

Recap - This part of the module provides a review of concepts

and skills that you already know about a previous lesson.

Lesson - This section discusses the topic in the module.

Activities - This is a set of activities that you need to perform.

Wrap-Up - This section summarizes the concepts and

application of the lesson.

Valuing - This part integrates a desirable moral value in the

lesson.

Posttest - This measures how much you have learned from the
entire module.
 EXPECTATIONS

At the end of the learning period, the students should be able to:

A. identify the elements of communication;

B. illustrate the communication process; and
C. appreciate the importance of following the process of communication.

PRETEST

Directions: Multiple Choice. Read the questions carefully and encircle the letter of
the correct answer.

1. It is the person to whom the message is intended to

a. Context c. Recipient
b. Message d. Sender
2. It can be anything that interferes with the communication.
a. Barrier c. Feedback
b. Context d. Message
3. It is how the receiver understood the information he received
a. Context c. Feedback
b. Medium d. Noise
4. It is the personal background of the communicator
a. Barrier c. Noise
b. Context d. Feedback
5. It is the communication background that may affect the transmission of
message.
a. Barrier c. Noise
b. Medium d. Message
 RECAP
True or False

Directions: Read the following statements about communication. Tell whether the
statement is true or false. Write TRUE if the statement is correct otherwise write
FALSE. Write your answer in the blank provided.

________ 1. The primary communication pathway used in the Contact Center Services
industry is from agent to supervisor.
________ 2. The fastest way to get a response is through written communication.
________ 3. It is important to be simple and concise when communicating.
________ 4. Most industries and businesses rely on the use of email for internal and
external communication.
________ 5. One advantage of oral communication is the lack of time for the speaker
to process the message before delivery.

LESSON

ELEMENTS OF COMMUNICATION

The process of transferring information from one place, person or group to

another is called communication. There are different elements to communication
that may affect the message transmission and quality of the message. Every
communication usually involves at least of one of each - a sender, a message and a
receiver. It is a process within the sense that steps should be done in particular
order.
 Figure 1. Elements of Communication Process

Feedback

How many elements of communication process do you see?

The following below are communication process elements:

1. Message

Message is the most important part of the communication process. This can be
often the subject matter of the communication. This may be opinions, feelings,
views, or suggestions. A message may be available in different forms like
messaging, a telephone call, a webinar, an email, or a face-to-face interaction.

Example:

▪ an order
▪ a memo
▪ a colleague’s request

2. Sender

The sender is the one that initiates the communication. It is the person who
intends to transfer the message with the intention of passing the information
and ideas to another person or group. The sender decides what is the message
to be sent and in what form it will be sent.

Example:

▪ the client or customer placing an order

▪ your supervisor giving a memo
▪ your co-worker sending an email
3. Transmission medium

Transmission medium is that the immediate form during which the message is
being communicated. It bridges the gap between the sender and the recipient.
We can use differing types of media for transmitting a message.

Example:

▪ a telephone call
▪ a memo
▪ a chat

4. Recipient

The recipient or the Receiver is that the one who receives the message or for
whom the message is intended to. He/she is the one who gives meaning to the
message. A recipient may not just be one person but also be a group of people
such as an audience.

Example:

▪ a customer sales representative

▪ an employee
▪ a fellow co-worker

5. Noise

If the communication between the sender and the receiver has any difficulty in
understanding each other because of hindrances, it is called noise. Noise or
interference, may change the meaning of the real intended message sent
sometimes. Message may not be received exactly the way the sender intends it
to be because of these interferences. The presence of noise in any kind of
communication makes it impossible to understand. Noise can either be internal
or external. External noise refers to the physical environment which
incorporates physiological condition while internal noise includes
psychological noise. An example of psychological noise is a divided attention of
the sender or receiver.

Example:

▪ loud music from the radio (external)

▪ on-going construction outside the office (external)
▪ an agent is hungry (external)
▪ an agent is thinking of her personal problem while on a call (internal)
▪ an interviewee who has low self-esteem (internal)
 6. Context

Context is that the personal background of the communicators or the

background situation of communicators that may affect the transmission of
message.

Example:

▪ Preference in gender
▪ religious beliefs
▪ during a crisis

Communication is more than simply the exchanging of information. The term

requires the elements to be successful in transmitting or imparting a message,
whether information, ideas or emotions.

For a communication to be successful, both parties must be able not just to

exchange information or ideas but also to understand each other. If the flow of
information has encountered problems for some reason or either both parties cannot
make themselves understood, then the communication fails.

ACTIVITIES

Activity 2.1
Direction: Below is an example of written communication. Identify the different
elements of communication in the letter. Write your answer in the table below.

Ms. Raneth Peralta

Credit Department, Shopzada Store
215 St. Patrick Avenue
Pasig City

Dear Ms. Raneth:

On April 21, 2020, I bought a speaker. I made this purchase at your online
store and was delivered to me on April 30.

Unfortunately, your product has not performed well because I cannot connect
it to my Bluetooth and the volume is broken.

To resolve the problem, I would appreciate it if you will give me a refund.

Enclosed is a copy of my transaction concerning this purchase.
 I look forward to your reply and a resolution to my problem. Please contact me
as soon as possible.

Sincerely,

Carla Bautista

Elements of Communication
Sender
Receiver
Medium

Message

Activity 2.2

Direction: Fill out the illustration of the communication process. Write your answer
in the boxes.
 WRAP-UP

Communication is a process where the message is packaged, channeled, and

conveyed by a sender to a receiver through a certain medium. It is a process in the
sense that steps have to be done in a particular order.
The six elements of communication are:

1. _______________________
2. _______________________
3. _______________________
4. _______________________
5. _______________________
6. _______________________

VALUING

Directions: Read carefully the questions and answer it. Write your answer in the
space provided.

▪ Why do we need to know the flow of communication process?

___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
▪ What is the importance of following the process of communication?
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________

POSTTEST

Directions: Read the following questions below carefully and choose the correct
answer. Encircle the letter of your answer.

1. It is the person who initiates the communication.

a. Customer c. Recipient
b. Sender d. Agent
2. It is the immediate form in which the message is transmitted.
a. Context c. Medium
b. Feedback d. Message
3. It is a noise that refers to the physical environment.
a. Barrier c. Internal
b. External d. Medium
4. It is the person that interprets the message.
a. Agent c. Sender
b. Customer d. Recipient
5. It is the most important part of the communication.
a. Context c. Medium
b. Feedback d. Message
Pretest Recap Post test
1. C 1. False 1. B
2. A 2. False 2. C
3. C 3. True 3. B
4. B 4. True 4. D
5. C 5. False 5. D
Activity
Activity 2.1
Elements of Communication
Sender Carla Bautista
Receiver Raneth Peralta
Medium Letter
Message Complaint about the product that is not working properly.
Asking for refund
Activity 2.2
KEY TO CORRECTION
 References

Module 3 : Communicating Effectively in English. (n.d.). In K-12 Technology and

Livelihood Education Learning Module - Contact Center Services (p. 47-50).
Department of Education.

2011-2020, (c) Copyright skillsyouneed.com. “What Is Communication?” SkillsYouNeed.

Accessed June 28, 2020. https://www.skillsyouneed.com/ips/what-is-
communication.html.

“7 Major Elements of Communication Process.” Your Article Library, February 20, 2014.
https://www.yourarticlelibrary.com/business-communication/7-major-elements-of-
communication-process/25815.

bizcom_coach, and By. “Elements of Communication Process in Business.” Business

Communication, June 9, 2015. https://bizcommunicationcoach.com/elements-of-
communication-process-in-business/.

Nordquist, Richard. “Learn the Basic Elements of the Communication Process.” ThoughtCo.
Accessed June 28, 2020. https://www.thoughtco.com/what-is-communication-process-
1689767.