G-10

TECHNOLOGY AND
LIVELIHOOD EDUCATION
HOME ECONOMICS

Quarter 2- MODULE 1
HILOT WELLNESS MASSAGE

Department of Education • Republic of the Philippines

1
TLE – Grades 10
MODULE 1: Schedule Clients
First Edition, 2020

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nor claim ownership over them.

Published by the Department of Education

Secretary: Leonor Magtolis Briones
Undersecretary for Curriculum: Diosdado M. San Antonio

Development Team of the Module

Writer: Leny O. Hona

Editor: Rachel Vivien P. Griego

Validator: Maria Antonia P. Borromeo

Illustrator/Layout Artist: Monalisa C. Barra

Management Team: Gilbert T. Sadsad, Regional Director

Ronelo Al K. Firmo, OIC, Assistant Regional Director
Francisco B. Bulalacao Jr., CLMD Chief, ROV
Christie L. Alvarez, Regional EPS in EPP/TLE/TVL
Loida N. Nidea, Schools Division Superintendent
Susan S. Collano, Assistant Schools Division Superintendent (Secondary)
Lynn Z. Padillo, Division CID Chief/OIC, ASDS (Elementary)
Lalaine V. Fabricante , Division TLE/TVL Coordinator
(Home Economics)

Regional Center Site, Rawis, Legazpi City 4500

o 0917 178 288
o region5@deped.gov.ph
Lesson 2: Provide Pre- Services to Hilot
Wellness Massage Clients

MODULE 1
SCHEDULE CLIENTS

SELF-LEARNING MODULE

1
 MODULE
1 SCHEDULE CLIENTS

INTRODUCTION

This module is prepared to help you achieve knowledge and skills about providing
pre-services to hilot wellness massage clients including scheduling of client. You will also
learn how to communicate effectively as you will perform various activities to enhance your
communication skills.

Objectives

At the end of this module, you must be able to:

1. define communication skills,

2. recognize barriers to effective communication,
3. use polite expressions and proper ways to answer a telephone call, and
4. practice how to take message and end telephone conversation.
.

Vocabulary List

standards and conduct of behavior of an individual or

Ethics -
professional group
Communication
- exchange of messages by human beings
Process
Interpersonal exchange of feelings and attitude in the communication
-
communication process
 Pre-Test

Completion Type
Instructions: Complete the statement by writing the correct word or phrase that is being referred
in each statement. Choose the best answer from the box below. WRITE YOUR
ANSWER IN YOUR ANSWER SHEET.

ethics body language

noise manner

interpersonal communication speak correctly

perceptual and language differences less effective

courteous few seconds

1. Communication is affected by a lot of __________.

2. One of the best practices in dealing with clients is to _____ and politely to everyone. Do
not use improper language.
3. Communication is _____ when managers are surrounded with a pool of information which
is sometimes misinterpreted by the clients.
4. _____ is the standards and conduct of behavior of an individual or professional group.
5. Consider the _____ in which you answer or speak on the telephone. Be competent, helpful,
and pleasant.
6. Human communication is consisted of 93% _____________ while 7% of communication
consist of words.
7. Customer’s first impression of your practice is formed during their first ____ of contact over
the phone or in person.
8. The exchange of feelings and attitude in the communication process is known as _____.
9. Be polite and _____________ at all times.
10. Always practice the ___________ of personal and salon hygiene.

What’s New?

Discover

Read Lesson Information closely and find out how much you
can remember. Then do Self-Check, Activities to know how
much you have learned.
 Lesson Information 1.1-1

COMMUNICATION SKILLS

Professional Conduct, Ethics, and Preparation

Do your best to deliver the most effective treatment that is suited to the needs of the
client. Organize yourself and your business to ensure a smooth running and efficient
service for the benefit of all concerned.

Ethics refers to the standards and conduct of behavior of an

individual or professional group. Massage therapists must undergo a
course of reputable training to enable them to acquire the understanding
and skills necessary to carry out safe and effective treatment. In addition,
they must consider their standard of behavior in relation to colleagues,
clients, and the general public.

A high standard of professional conduct will gain the confidence of the clients
and establish an excellent reputation which are the bases for success. Abide by the
following codes of practices:

1. Look professional. Be neat and tidy.

2. Be punctual. Keep appointments. Do not cancel at the last minute. Always be on time
for work.
3. Be discreet and refrain from gossiping. Remember that clients often confide personal
problems during consultation. These facts and all personal details must be treated with
utmost confidentiality. Do not repeat information or gossip to colleagues or others.
4. Be loyal to your employer and colleagues. Create a friendly working relationship with
everyone.
5. Be honest and reliable. This will gain the trust of others and establish a high reputation.
6. Do not make false claims for treatments. Explain the benefits fairly. Be honest when
advertising.
7. Speak correctly and politely to everyone. Do not use improper language. Consider the
manner in which you answer or speak on the telephone. Be competent, helpful, and
pleasant.
8. Be polite and courteous at all times. There will be difficult clients to deal with – learn to
handle tricky situations with tact and diplomacy.
9. Know and abide by legal requirements. Know your local authority by-laws, rules, and
regulations in order to conduct legally your business.
10. Be updated. Keep up to date with new theories, techniques, and treatments.
11. Keep learning. Attend courses on a regular basis, and keep in touch with other
professionals in your field.
12. Be ethical. Always practice the highest standards of personal and salon hygiene.
Communication Process

It is defined as simply the exchange of messages by human beings. It is

the transmission of ideas from the sender to the receiver through channels.

Communication is not complete if there is no feedback or response from

the receiver back to the sender.

Fig.1Communication Process

Segments in the Communication Process

The exchange of feelings and attitude in the communication process is known as

interpersonal communication. As the communication process continues, it becomes a
communication cycle.

Communication Barriers

Barriers refer to the challenges or blockages in the communication process that hinder
or stop the exchange of clear and meaningful messages from one person to another.

1. Perceptual and language differences. Any message which is against one’s values is not
accepted. A same event may be taken differently by different individuals. Perception is
generally how each individual interprets the world. Everyone generally wants to receive
messages which are significant to them. Perceptions may be affected by one’s values, culture,
and language.

2.Information Overload. Managers are surrounded with a pool of information. It is essential to

control this information flow or else the information is likely to be misinterpreted, forgotten, or
overlooked. As a result, communication will be less effective.

3. Intention. Intention should be understood as the purpose as to why one communicates.

Sometimes, people misinterpret others’ intention for talking to them. The best way to resolve
this is to always explain properly and clearly oneself and talk calmly and properly to other
people.

4. Time Pressure. Often in an organization, the targets have to be achieved within a specified
period of time. The failure of which has adverse consequences. In a haste to meet deadlines,
 the formal channels of communication are shortened, or messages are partially given, i.e. not
completely transferred. Thus, sufficient time should be given for effective communication.

5. Distraction/Noise. Communication is also affected by a lot by noise or distractions.

Physical distractions are also there such as poor lighting, uncomfortable sitting, and
unhygienic room. There are also internal noises like personal problems, attitude, and
perception about the person s/he talks to.

6. Emotions. Emotional state also affects communication. If the receiver feels that the
communicator is angry, he interprets the information being sent as very bad.

What is it?
Self-Check 1.1-1

True or False

Instructions: Write T if the statement is true and F if it is false. WRITE THE ANSWER IN
YOUR ANSWER SHEETS.

1. Ethics is the standards and conduct of behavior of an individual or professional

group.
2. Being discreet means keeping all information confidential.
3. Communication process is the exchange of feelings and attitude.
4. Communication is also affected by noise or distraction.
5. Challenging clients must be dealt with tact and diplomacy.

Whats more?

Activity 1.1-1

On the first column, write at least FIVE (5) courteous words/phrases that will improve
rapport between the massage therapist and customers/clients. On the next column write 5
phrases that should be avoided. Write the answer on the column provided.

Courteous words/Phrases Phrases to avoid

 Whats more?

Activity 1.1-2

Make suggestions on how to overcome communication barriers. WRITE YOUR ANSWER IN

YOUR ANSWER SHEET.

Ways to overcome communication

Communication Barriers
barriers

1. Information overload

2. Distraction /Noise

3. Emotions

4. Perceptual and Language differences

5. Time Pressure

Lesson Information 1.1-2

TELEPHONE ETIQUETTE

Communication is an important part of our daily lives. Nowadays, it is hastened by the rise
of technology. If before, we do distance communication through snail mails, now we have devices
like telephones and mobile phones. We even have computers now which could carry applications
for communication.

Glittering Ideas!
Before picking up the receiver, discontinue any other conversation or activity such
as eating chewing gum, typing, etc. that may be heard by the calling party.

Get ready for it!

• Sit and smile.
• Speak clearly and distinctly in a pleasant tone of voice.
• If the caller has reached the wrong person and/or department, be courteous.
The Greeting
• A bright and cheerful greeting will lift most people‘s spirits and set the proper tone
for the call.
• Speak clearly and at a conversational pace. Voice should be softly audible.
• Do not mumble or race through the greeting. This can give the impression that you
do not have the time for the caller.
Example:

“Thank you for calling, Mr. X. My name is Joanne. How may I help you today?”

Words and Phrases That Keep Callers Cool

• Hello! I‘m sorry to keep you waiting.

• Good morning! Thank you for waiting.
• It was nice talking to you.
• I am very sorry. Thank you for coming in (for calling).
• It has been a pleasure to serve you.
• You are welcome. I would be happy to do that for you.
• May I help you? We appreciate your visit.

Taking Messages

• Be prepared with 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 an accessible place in the office
such as the announcement or reminder boards.
• Do not forget that you can transfer them to a voicemail instead of taking a paper
message, but do not forget to ask, ―Would you like me to transfer you to ____? Do
not assume that the caller would rather go for voicemail. Always ask first.

Why is it important?
• A customer’s first impression of your practice is formed during the first few seconds of
contact over the phone or in person.
• More than 80% of your first-time customers call before coming into your office or place.
• It is often said that human communication is consisted of 93% body language while
only 7% of communication is consisted of words.
• Whether answering the phone or making phone calls, using the proper etiquette is a
must in order to maintain a certain level of professionalism.
• Proper etiquette leaves callers with a favorable impression of you, your department,
and the practice.
 • Customers may be taking down notes too. They
may even be recording your phone conversation, so
always practice ethics and professionalism.
• Remember that first impression may last, so always
give the best impression to all the callers.
• The key moment is when the speaking starts.
Engage the caller and get them on your side.
• You need to lay the groundwork even before you
pick up the phone.

How to End Conversation Gracefully

There are several ways that you can end a long phone call without making up a story
or sounding dismissive. Leave the conversation open. Promise to finish your conversation
at another time. Tell the person how much you have enjoyed speaking with him/her. As long
as you are honest and polite with other person, you should not have any problem ending a
call.

Smile and the World Smiles with You

There are many characteristics that come across the phone:

Sincerity
• Confidence
• Rate of Speech
• Smile

Listening Skills
• Recallability
• Attentiveness

Courtesy
• Vocal Tone

Friendliness
• Articulateness
• Attitude
• Helpfulness

Body Language/Posture
• Demeanor
 Three Myths about Callers

1. Callers try to make things difficult.

No; they do not. Callers may not always be prepared to talk to you. They may have never
called your department before. They may not know what kind of information they need to ask.
You need to dialogue with them. The experience should be enjoyable for the both of you.

2. Callers like to complain.

There are chronic complainers--- those who think everything is overpriced and that they never
get good service. You must provide them a courteous and professional service no matter how
difficult it may be. However, most callers do not like complaining. In fact, they go out of their
way to avoid it. Take time seriously when they do have problems. Be attentive and respectful.

3. Callers expect the impossible

What seems like an impossible request may be due to the caller‘s misinformation about a
situation. Offer brief explanations when possible, and do not assume that the caller knows
everything you do.

You may apologize if you cannot accommodate the appointment due to limited number of
expected appointments for the day. Callers may not always be pleased, but at least they will
know the limitations you must work with.

The most basic and powerful way to connect to another person is

to listen. Just listen. Perhaps, the most important thing we could
ever give each other is our attention.
Rachel Naomi Remen

What is it?
Self-Check 1.1-2

Multiple Choice
Instructions: Read and analyze the statement carefully. Choose the answer that best describes
the statement. WRITE THE ANSWER IN YOUR ANSWER SHEET.
1. It is the pleasant of tone of voice in a telephone conversation.
a. shout
b. speak clearly and distinctly
c. speak in a very low voice
d. speak very softly

2. Before picking up the receiver, _________________ any other conversation.

a. continue b. halt c. discontinue d. disregard
 3. Smile and the world smiles with ______________.
a. us b. others c. you d. all

4. When taking messages, be sure to ask for:

a. Caller’s name c. Caller’s address
b. Caller’s occupation d. Caller’s ID

5. Proper etiquette leaves callers with a ___________________.

a. Favorable impression of you, your department, and your practices.
b. Boost your self confidence
c. makes powerful
d. All of the above.

Whats more?
Activity 1.1-2

“How do I say it” Exercise!

Instructions: To complete the exercise, answer the following questions about telephone
conversations. WRITE YOUR ANSWER IN YOUR ANSWER SHEET.

1.How do you greet a telephone caller?

2. How do you ask someone’s name over the telephone?

3. You need to tell someone on the telephone to wait. What would you say?

4. You cannot understand what someone is saying over the phone. How do you ask someone to
repeat himself or herself in a polite way?

5. You have to leave a message. How do you tell someone you want to leave a message? What
information do you have to leave?

6. You have to take a message. What do you write down? What information do you ask for?

7. You have to tell someone to wait before he or she can talk to someone. What would you say?

8. How do you ask if someone has already told you his or her name?

9. If the caller reached the wrong person and /or department, what would you say?

10. You want to end your conversation with the customer. What would you say?
 What have I learned?
Remember!
co

Expressing your ideas

Instructions: Let us see how much you have learned in our lesson by answering the following
questions: WRITE YOUR ANSWER IN YOUR ANSWER SHEET

1. What code of practices should a massage therapist possess in order to carry

out safe and effective treatment?
2. Why is developing good communication skills important?

What more to do?

Assignment/Additional Activities

Directions: To further enhance your skills in answering telephone

conversation focusing on taking and leaving messages, Watch this
video on: “When the Phone Rings: Telephone Skills for Better Service”. Link
here: https://youtu.be/Nq65EmDpBA0.

Be able to jot down the important pointers on answering telephone calls,

taking, and leaving messages.

https://www.youtube.com/watch?v=rYQskPrBWQ

Post-Test
https://www.youtube.com/watch?v=rYQskPrBWQ

Completion Type
Instructions: Complete the statement by writing the correct word or phrase that is being referred
in each statement. Choose the best answer from the box below. WRITE YOUR
ANSWER IN YOUR ANSWER SHEET.
 ethics body language

noise manner

interpersonal communication speak correctly

perceptual and language differences less effective

courteous few seconds

1. Communication is affected by a lot of __________.

2. One of the best practices in dealing with clients is to _____ and politely to everyone. Do
not use improper language.
3. Communication is _____ when managers are surrounded with a pool of information which
is sometimes misinterpreted by the clients.
4. _____ is the standards and conduct of behavior of an individual or professional group.
5. Consider the _____ in which you answer or speak on the telephone. Be competent, helpful,
and pleasant.
6. Human communication is consisted of 93% _____________ while 7% of communication
consist of words.
7. Customer’s first impression of your practice is formed during their first ____ of contact over
the phone or in person.
8. The exchange of feelings and attitude in the communication process is known as _____.
9. Be polite and _____________ at all times.
10. Always practice the ___________ of personal and salon hygiene.

Answer Key

Pre-test /Post test Self- Check 1.1-1 Self- check 1.1-2

1. Noise 1. T 1. B
2. Speak correctly 2. T 2. C
3. Less effective 3. F 3. C
4. Ethics 4. T 4. A
5. Manner 5. F 5. A
6. Body language
7. Few seconds
8. Communication process
9. Courteous
10. Proper etiquette
References
Bibliography

Books

• DepEd K-12 grade 10 Learners Materials Wellness Massage

• Borg, John. Body Language; 7 Essay Lessons to Master/Silent

Language, Prentice hall Life, 2008

Internet sources
• Study.com
• Skillsconverge.com
• http://www.skillsyourneed.com/ips/listening skill:htm (#ixzzz2ve/smnpS)
• http://www.skillsyourneed.com/ips/listening skill:htm (#xzzz@ve2ATJP
• https://www.easypacelearning.com/exercises-basic-level-1-level-2-learning-english/english-
exercises-level-2/959-telephone-exercise-how-do-you-say

Magazines/Newsletters/Journals
• Body Shop Business, March 2007, Newsletter
• Telephone Etiquette and Customer Service

Video
• https://youtu.be/Nq65EmDpBA0 When the Phone Rings: Telephone Skills for Better Service

Diagram
• Communication Process https://i.ytimg.com/vi/q6u0AVn-NUM/hqdefault.jpg
Images
• https://th.bing.com/th/id/OIP.SDOba-5mWwwOBY9IElWJdAHaFQ?w=253&h=180&c=7&o=5&pid=1.7
• https://th.bing.com/th/id/OIP.OeituWZKJzmXqVdEJDrl4gHaH6?pid=Api&rs=1
• https://th.bing.com/th/id/OIP.4QEgDm5ruviA8qJqG5K98gHaCq?w=292&h=125&c=7&o=5&pid=1.7https://t
h.bing.com/th/id/OIP.4QEgDm5ruviA8qJqG5K98gHaCq?w=292&h=125&c=7&o=5&pid=1.7https://th.
• bing.com/th/id/OIP.hsLXdr8ghSMU8iUR9eOFEQHaDO?w=338&h=152&c=7&o=5&pid=1.7