Professional Documents
Culture Documents
10
TLE – HE - CAREGIVING
Quarter 2 – Module 2:
PROVIDE PRE-SERVICE TO WELLNESS
MASSAGE CLIENTS (WC)
Telephone Etiquette
TLE – Grade 10
Alternative Delivery Mode
Quarter 2 – Module 2: Provide Pre-Service to Wellness Massage Clients:
Telephone Etiquette
First Edition, 2020
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TLE
Quarter 2 – Module 2:
Provide Pre-Service to
Wellness Massage
Clients
Telephone Etiquette
Introductory Message
For the facilitator:
This learning resource hopes to engage the learners into guided and
independent learning activities at their own pace and time. Furthermore, this
also aims to help learners acquire the needed 21st century skills 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:
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. Furthermore, you are expected to
encourage and assist the learners as they do the tasks included in the module.
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 resource while
being an active learner.
ii
This module has the following parts and corresponding icons:
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At the end of this module you will also find:
1. Use the module with care. Do not put unnecessary mark/s on any part
of the module. Use a separate sheet of paper in answering the exercises.
2. Don’t forget to answer What I Know before moving on to the other
activities included in the module.
3. Read the instruction carefully before doing each task.
4. Observe honesty and integrity in doing the tasks and checking your
answers.
5. Finish the task at hand before proceeding to the next.
6. Return this module to your teacher/facilitator once you are through
with it.
If you encounter any difficulty in answering the tasks in this module, do
not hesitate to consult your teacher or facilitator. Always bear in mind that
you are not alone.
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What I Need to Know
This module was designed and written with you in mind. It is here to help you
master the nature of Telephone Etiquette. The scope of this module permits
it to be used in many different learning situations. The language used
recognizes the diverse vocabulary level of students. The lessons are arranged
to follow the standard sequence of the course. But the order in which you
read them can be changed to correspond with the textbook you are now using.
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What I Know
MULTIPLE CHOICE:
Direction: Read and understand each statement carefully. Choose the letter that
corresponds to the correct answer. Do this on your TLE activity notebook.
3. Do not make false claims for treatments, but explain the benefits _____.
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words themselves
d.) 100% body language while only 10% of communication consists
of words themselves
10. During consultation, the client should be seated comfortably with the_______.
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Lesson
TELEPHONE ETIQUETTE
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One of the most vital elements in providing massage services is providing
customer service over the phone. Telephone etiquette is important to let your
customers know that you are listening to them and genuinely care about what they
have to say.
As a future massage therapist, you are not exempted for phone calls. Making
or receiving telephone calls can cause some anxious moments if one isn’t prepared
with the call. Hence, this will provide you with some helpful suggestions about how
to use proper telephone skills.
What’s In
Direction: In the previous lesson Ethics and Communication Skill were discussed.
Now, list down at least five (5) communication skill barriers.
1.
2.
3.
4.
5.
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What’s New
Direction: Read and answer the question below. Write your answer on your
notebook.
What are the points you consider when you receive a call from someone you
do not know? (5 points)
How does this relate to receiving calls from customers inquiring about
massage services? (5 points)
What is It
The Greeting
A bright cheerful greeting will lift most people’s spirits and set
the proper tone for the call
Speak clearly and at a conversational pace, softly audible.
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Don’t mumble or race through the greeting. This can give the
impression that you don’t have time for the caller.
Thank you for calling Mr. X, my name is Joanne, How may I help you
today?
Taking Messages
Be prepared with a pen and message slip when you answer the
phone.
When taking messages be sure to ask for the:
Caller’s name (Ask the caller to correct spelling)
Caller’s phone number and/or extension including code
number
Repeat the message to the caller.
Be sure to fill in the date, time and your initials.
Place the message slip in the called party’s inbox or in a
conspicuous place in their office such as their chair.
Don’t forget that you can transfer them to voicemail instead of
taking a paper message. But don’t forget to ask, “Would you like me
to transfer you to ___? Don’t assume that the caller would rather go
to voicemail. Always ask first.
Why is it important?
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How to End a Conversation Gracefully
There are several ways that you can end a long phone call without
making up a story sounding dismissive. Leave the conversation open. Promise
to finish your conversation at another time. Tell the person how much you’ve
enjoyed speaking with him/her. As long as you are honest and polite with
the other person, you should not have any problem ending a call or moving
on to something else.
Body Language
- Pleasantness
- Informative
- Courteousness
- Responsiveness
Sincerity
- Confidence
- Rate of Speech
- Smile
Good Listener
- Recallability
- Attentiveness
Greeting
- Vocal tone
Friendliness
- Articulate
- Attitude
- Helpfulness
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Posture
- Demeanor
Remember most of your practice’s Callers are satisfied. But those callers
don’t call. And since maybe with the unhappy minority you can get a
lopsided view of what callers think and fee. Keep Callers in perspective.
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What’s More
DO THIS AT HOME:
Choose a partner (any from the family member) and demonstrate the proper ways on
taking up phone calls. Use the checklist box for reference.
Use the following pointers in observing the proper way of doing the activity. Answer
the following questions with YES or NO.
Direction: Write at an essay about your learning on this lesson/module using the
following guide phrases.
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I have realized that
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
I will apply
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
Essay Rubrics
Areas of
Assessment 10 points 7 points 4 points 1 point
Presents ideas Presents ideas
in an original in a consistent Ideas are too Ideas are vague
Ideas manner manner general or unclear
What I Can Do
Direction: Fill in the blank (s) with the correct word or phrase to complete the
following sentences.
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Communication is an important part of our _________. Technology has
changed a lot of things, and the _________ of _________ and mobile has put
across our ideas and _________ without making an eye contact with others.
Assessment
I. TRUE OR FALSE.
Direction: Write TRUE if the statement is correct and write FALSE if the
statement is incorrect.
1. TUREPOS
2. YTIRECNIS
3. SENSTENATVETI
4. ELIMS
5. EDUTITTA
6. RONAEMED
7. ECNEDIFCON
8. TIVEFORINMA
9. OOGD RENTESIL
10. SENSLIDENFRI
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Additional Activities
Example script:
Rubrics
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What I know
1. D 6. D
2. C 7. A
3. D 8. A
4. C 9. C
5. A 10. D
What’s In
1. Perceptual and language differences
2. Information overload
3. Intention
4. Time Pressures
5. Distraction Noise
6. Emotions
What’s New?
Be prepared with pen and message slip when you answer the
phone
When taking messages be sure to ask for
Caller’s name (ask the caller the correct spelling)
Caller’s phone number or extension including code
number
Repeat the message to the caller
Place the message slip in the called party’s inbox or in a
conspicuous place in their office such as their chair.
Don’t forget that you can transfer them too voicemail instead
of taking a paper message.
What’s More
(Answers will depend on their Performance)
What I Have Learned
(Use of Rubric)
Answer Key
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Assessment
I. II.
1. True 1. POSTURE
2. False 2. SINCERITY
3. False 3. ATTENTIVENESS
4. TrUe 4. SMILE
5. True 5. ATTITUDE
6.DEMEANOR
7. CONFIDENCE
8. INFORMATIVE
9. GOOD LISTENER
10. FRIENDLINESS
Additional Activity
Answers may vary
What I Can Do
1. Message
2. Distinctly
3. Tone
4. Mumble
5. Etiquette
6. Professionalism
7. Daily Lives
8. Advent
9. Telephone
10. Thought
References