TLE 10

Contact Center Services

Quarter
2 Contact Center Services
Technology and Livelihood Education – Grade 10
Quarter 2 – Module 8: Grammar
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
Chief, School Governance and Operations Division and
OIC-Chief, Curriculum Implementation Division

Education Program Supervisors

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

Liza A. Alvarez (Science/STEM/SSP)
Bernard R. Balitao (AP/HUMSS)
Joselito E. Calios (English/SPFL/GAS)
Norlyn D. Conde EdD (MAPEH/SPA/SPS/HOPE/A&D/Sports)
Wilma Q. Del Rosario (LRMS/ADM)
Ma. Teresita E. Herrera EdD (Filipino/GAS/Piling Larang)
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 8
Grammar
Introductory Message

For the Facilitator:

Welcome to the Contact Center Services 10 Self-Learning Module on

Grammar!

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 Contact Center Services 10 Self-Learning Module on

Grammar!

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. distinguish the difference between Descriptive and Prescriptive

Grammar;
B. use indefinite pronouns correctly in a sentence; and
C. realize the importance of understanding of using the correct grammar
in communicating

PRETEST

Directions: Matching Type. Match column A with the correct answer on column B.
Write your answer on the blank space before the number.

A B

______ 1. It is a system of language that is used a. Plural

to make proper sentences. b. Countable
c. Grammar
______ 2. The relationship of a subject and a
d. Descriptive grammar
verb in a sentence is called __________.
e. Prescriptive
______ 3. If the indefinite pronoun is _________, f. Subject-verb-agreement
it uses a singular verb. g. Singular

______ 4. It refers to a non-judgmental

description of the grammatical
construction.
______ 5. If you added -s or -es in a verb, it is
_____________.
 RECAP
Directions: Choose the word from the word bank in the box below that best matches
each definition. Write your answer on the space provided.

_________________ 1. It is the process of reaffirming what someone has said but using
different words and phrases.

_________________ 2. It is the process of perceiving sound using the ear.

_________________ 3. It is a conscious process in understanding the meaning of the

words and sentences that someone is saying.

_________________ 4. It is an important attribute a contact center representative

should have.

_________________ 5. This refers to how long should a call lasts and needs the agent
to solve the issue within this time frame.

Listening Paraphrasing
AHT Responsible
Active listening Hearing

LESSON

GRAMMAR
Having correct grammar is very important in all types of communications.
Grammar is the structure and the system of a language to make proper sentences.
It lets us express our ideas effectively and keeps us from being misunderstood. In
Contact Center Service industry, as an agent, you communicate in behalf of your
company. That’s why it is important to be mindful of your grammar all the time
because you reflect the quality and standard of the company as their representative.

The two (2) Main Types of Grammar:

1. Descriptive Grammar – it refers to non-judgmental description of the
grammatical constructions in a language. It analyzes the patterns and
principles that underlie the use of words, phrases and sentences.
2. Prescriptive Grammar – it refers to the structure of a language wherein
certain people think how a language should or should not be written or spoken
rather than describing the ways a language is actually used.
 Descriptive vs. Prescriptive Grammar

To differentiate descriptive and prescriptive grammar, read the sentence below.

“I ain’t going to cheat on the exam.”

In descriptive grammar the given sentence is correct because it’s being spoken
by someone who uses the language to construct a phrase that has meaning to
others that speaks the same language. However, in prescriptive grammar that
sentence is not correct at all. The word “ain’t” in strictly speaking is not really a
word but a slang.

Subject-Verb-Agreement

Aside from the structure of a sentence, it is necessary also to be mindful of the

relationship between the subject and the verb in a sentence. This is known as
Subject-Verb-Agreement. It simply means that in a sentence the subject and the verb
must agree in number. If a subject is singular, the verb must be also singular and if
the subject is plural the verb must be plural too.

Example:

Noun agent (singular) agents (plural)

Verb listens (singular or s-form) listen (plural or base form)

If a sentence is in present tense, nouns and verbs form a plural in an opposite

way. If a noun is plural, -s or -es is added to the word, while if you added -s or -es in
a verb, it is singular.

Example:

Singular The agent talks softly.

subj. verb
sing. sing.
Plural The agents talk softly.
subj. verb
plu. plu.

Common Rules on Subject-Verb-Agreement

1. When a phrase or a clause comes between the subject and the verb, remember
that it does not change the number of the subject.
Example:
a. The supervisor, as well as the team members, is anxious.
singular singular
subject verb
 b. The memos from the manager were already given to the agents.
plural singular
subject verb

2. Indefinite pronouns as subject

2.1 Singular indefinite pronoun subjects require a singular verb. The

following indefinite pronouns are singular:

each, each one, either, neither, one, no one, nobody, nothing, anyone,
anybody, anything, someone, somebody, something, everyone, everybody,
everything, much, little, less, another, the other

Example:

Everybody is busy taking calls in the production area.

singular singular
subject verb

2.2 Plural indefinite pronoun subjects take plural verb. The following are
indefinite plural pronouns:

Both, few, fewer, many, others, several

Example:

Some customers are complaining about the price of the product.

Plural plural
subject verb

2.3 Some indefinite pronoun can be singular or plural depending on how they
are used in the sentence like:

All, any, none, some, most

Example:

None of the computer in the room has a virus.

singular singular
subject verb

None of the computers inside are working properly.

plural plural
subject verb
 • If the indefinite pronoun is countable, it uses a singular verb.

Example:

More sugar was needed in the coffee.

mass noun singular verb

• If the indefinite pronoun is a mass or uncountable, use plural verb.

More cups were broken in the pantry.

count noun plural verb

More rules will be discussed on the next module.

ACTIVITIES

Activity 8.1
Directions: Read the statements below. Underline the verb which agrees with the
indefinite pronoun.

1. Less (is, are) usually the way to go.

2. Both of the answers (is, are) correct.
3. Everybody (enjoy, enjoys) a good song.
4. A few of the staff (was, were) gone today.
5. Does anybody (attend, attends) the meeting?
6. Everything (was, were) ready for the exam.
7. One of the customers (call, calls) every week.
8. Several of the chairs (need, needs) to be replaced.
9. Some of the agents (use, uses) strange accents.
10. Either of those answers (was, were) correct.
Activity 8.2

Directions: Choose and underline the verb that will make the sentences in the
paragraph grammatically correct.

Outsourcing to Philippine contact centers (has, have) proven to be a worthy

(move, moves) for businesses looking of lower labor and operational (cost, costs)
without sacrificing customer service quality. The country's business process
outsourcing (BPO) sector (is, are) spearheaded by the voice service segment that
carries mostly customer support roles for a dominantly US-based market. Initially
offering customer service and technical support (role, roles) for retail and service-
providing firms, the industry branched out to (process, processes) that require
higher-level expertise. The reason why there (is, are) lot of BPO here is that most
agents (is, are) college-educated, bilingual, and immersed in the Western culture,
businesses (prefer, prefers) to entrust their customers to neutrally-accented
Filipinos.

WRAP-UP

Directions: Let’s summarize what we have learned in the lesson. Write your
answers on the blanks provided.

________________ is the way we arrange words to make proper

sentences. The two types of grammar are ___________________________ and
__________________________.

In a sentence, the ___________ and ___________ must agree in numbers.

If the subject is singular, the verb is _____________. If the subject is plural, the
verb is also _______________.
 VALUING

Directions: Imagine that you are working as a contact center representative. How
do you think it will benefit you at work if you have good grammar in the English
language? Write your answer in the space provided.

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

POSTTEST

Directions: Write TRUE if the statement is correct and FALSE if incorrect. Write
your answers on the blanks before each number.

________1 When a phrase is between the subject and the verb, it does not change
the number of the subject.

________2. If the indefinite pronoun is uncountable, use singular verb.

________3. All, any, none, some, each, few are examples of pronouns that can be
singular or plural depending on how they are used in the sentence.

________4. Descriptive grammar analyzes the principles that underlie the use of
words, phrases and sentences.

________5. If a sentence is in present tense, nouns and verbs form a singular in the
opposite way.
 PRETEST RECAP
1. C 1. Paraphrasing
2. F 2. Hearing
3. B 3. Listening
4. D 4. Active listening
5. G 5. AHT
Activity 8.1
1. is 6. does
2. are 7. was
3. enjoys 8. needs
4. were 9. uses
5. attend 10. Were
Activity 8.2
Outsourcing to Philippine contact centers (has) proven to be a worthy (move)
for businesses looking of lower labor and operational (costs) without sacrificing
customer service quality. The country's business process outsourcing sector (is)
majority by the voice service segment that carries mostly customer support roles for
mostly US-based market. Initially offering customer service and technical support
(roles) for retail and service-providing firms, the industry branched out to
(processes) that require higher-level expertise. The reason why there (are) lot of BPO
here is that most agents (are) college-educated, bilingual, and immersed in the
Western culture, businesses (prefer) to entrust their customers to neutrally-
accented Filipinos.
POSTTEST
1. true
2. false
3. false
4. true
5. true
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. 77-79).
Department of Education.

Arjay0004. (n.d.). About Philippine Call Center Industry. Retrieved July 12, 2020, from
https://www.openaccessbpo.com/about/call-center-philippines/

Nordquist, R. (n.d.). How Many Different Kinds of Grammar Are There? Retrieved July 12,
2020, from https://www.thoughtco.com/types-of-grammar-1689698

The University of North Carolina at Chapel Hill. (n.d.). The University of North Carolina at
Chapel Hill. Retrieved July 12, 2020, from http://amyrey.web.unc.edu/classes/ling-101-
online/tutorials/understanding-prescriptive-vs-descriptive-grammar/

Usage. (n.d.). Retrieved July 12, 2020, from https://webapps.towson.edu/ows/sub-verb.htm

Grammar: Subject-Verb Agreement. (n.d.). Retrieved July 12, 2020, from

https://academicguides.waldenu.edu/writingcenter/grammar/subjectverbagreement

Subject-Verb Agreement. (n.d.). Retrieved July 12, 2020, from

https://www.grammarbook.com/grammar/subjectVerbAgree.asp

Government of Canada, P. (2015, September 23). Writing Tips - TERMIUM

Plus® - Translation Bureau. Retrieved July 12, 2020, from
https://www.btb.termiumplus.gc.ca/tpv2guides/guides/wrtps/index-eng.html?lang=eng

Arjay0004. (n.d.). About Philippine Call Center Industry. Retrieved July 12, 2020, from
https://www.openaccessbpo.com/about/call-center-philippines/