G-10

TECHNOLOGY AND
LIVELIHOOD EDUCATION
HOME ECONOMICS

Quarter 2- MODULE 2
HILOT WELLNESS MASSAGE

Department of Education • Republic of the Philippine

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TLE – Grades 10
MODULE 2: Schedule Clients
First Edition, 2020

Republic Act 8293, Section 176 states that no copyright shall subsist in any work
of the Government of the Philippines. However, prior approval of the government agency
or office wherein the work is created shall be necessary for exploitation of such work for
profit. Such agency or office may, among other things, impose as a condition the payment
of royalties.

Borrowed materials (i.e., songs, stories, poems, pictures, photos, brand names,
trademarks, etc.) included in this book are owned by their respective copyright holders.
Every effort has been exerted to locate and seek permission to use these materials from
their respective copyright owners. The publisher and authors do not represent 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 (HE )

Regional Center Site, Rawis, Legazpi City 4500

o 0917 178 288
o region5@deped.gov.ph

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 Lesson 2:
Provide Pre–Services to Hilot Wellness
Massage Clients

MODULE 2
SCHEDULE CLIENTS

SELF LEARNING MODULE

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 MODULE
SCHEDULE CLIENTS
2

INTRODUCTION

In this module, you will develop your effective communication skills in the areas of listening
and non-verbal communication. You will do some activities that will further enhance your
communication skills which will be useful in dealing with hilot wellness massage clients. You will
also learn how to book wellness massage clients.

Objectives

Upon completion of this module, you must be able to:

1. differentiate listening from hearing,

2. explain the principles of listening,
3. discuss the different types of non-verbal communication,
4. practice listening and speaking while making a phone call to schedule an appointment, and
5. prepare an appointment schedule.

Vocabulary List

ability to accurately receive and interpret messages in the

Listening -
communication process
Hearing - sound that you hear
Includes facial expression, tone and pitch of the of the voice,
Non -Verbal
- gesture (Kinesics), and physical distance between the
communication
communication (proxemics)
a record made to declare mutual agreement reached between
Schedule two or more people for a kind of meeting (such as interview,
-
Appointment presentation, conference, webinar, etc.) which is planned with a
certain purpose and for a specific time and place

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 Pre-Test

True or False
Instructions: Read the statement carefully. Write T if the statement is True and F if it is False.
WRITE YOUR ANSWERS IN YOUR ANSWER SHEET.
1. Good listening skills can lead to better customer satisfaction.
2. The ability to listen effectively depends on the degree to which you perceive and
understand the message.
3. Nod or other gestures is a form of verbal communication.
4. The tone of your voice can tell what you are feeling.
5. In booking clients, you need to prepare an appointment card.

What’s New?
Discover

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

Lesson Information 1.1-3

LISTENING SKILLS

Listening is the ability to accurately receive and interpret messages in the communication
process. Listening is a key to all effective communication. Without the ability to listen effectively,
the messages will be easily misunderstood. If this happens, communication would break down,
and the sender of the message can be easily frustrated or irritated.

Listening is so important that many top employers provide listening skills training for their
employees. This is not surprising if you consider good listening skills as success indicators for
better customer satisfaction, greater productivity with fewer mistakes, increased sharing of
information, and more creative and innovative work.

Many successful leaders and entrepreneurs credit their success to effective listening skills.
Richard Branson frequently quotes listening as one of the main factors behind the success of

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businesses. Effective listening is a skill that underpins all positive human relationships. Spend
some time thinking about and developing your listening skills – these are the building blocks of
success.

Good listening skills also have benefits in our personal lives including: greater number of friends
and social networks, improved self-esteem and confidence, higher grades in school, and even
better health and general well-being. Studies have shown that, while speaking raises blood
pressure, listening brings it down.

“Listening is Not the Same as Hearing”

Hearing refers to the sounds that you hear, whereas, listening requires more than that. It requires
focus. Listening means paying attention not only to the story, but how it is told. This may be
through observing the use of language and voice, and how the other person used his or her body.
In other words, listening means being aware of both verbal and non-verbal messages. Your ability
to listen effectively depends on the degree to which you perceive and understand these
messages.

“If we were supposed to talk more than we listen, we

would have two tongues and one ear.”
Mark Twain.

The 10 Principles of Listening

A good listener will listen not only to what is being said, but also to what is left unsaid or only
partially said. Effective listening involves observing body language and noticing inconsistencies
between verbal and non-verbal messages.

1. Stop talking.

Do not talk; listen. When somebody else is talking, listen to what they are saying.
Do not interrupt, talk over them, or finish their sentences for them. Stop; just listen.
When the other person has finished talking, you may need to clarify to ensure you have
received their message accurately.

2. Prepare yourself to listen.

Relax. Focus on the speaker. Put other things out of your mind. The human mind
is easily distracted by other thoughts like what is for lunch? What time do I need to leave to
catch my bus? Is it going to rain?
Try to put other thoughts out of mind, and concentrate on the messages that are
being communicated.

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3. Put the speaker at ease.

Help the speaker to feel free to speak. Remember that their needs and concerns. Nod
or use other gestures or words to encourage them to continue. Maintain eye contact, but
do not stare – show you are listening, and understand what is being said.

4. Remove distractions.

Focus on what is being said. Do not doodle, shuffle papers, look out the window, or
pick your fingernails. Avoid unnecessary interruptions. These behaviors disrupt the listening
process and send messages to the speaker that you are bored or distracted.

5. Empathize.

Try to understand the other person‘s point of view. Look at issues from their
perspective. Let go of preconceived ideas. By having an open mind, you can fully
empathize more with the speaker. If the speaker says something that you disagree with,
then, wait and construct an argument to counter what was said, but keep an open mind to
the views and opinions of others.

6. Be patient.

A pause, even a long pause, does not necessarily mean that the speaker has
finished. Be patient, and let the speaker continue in their own time. Sometimes, it takes
time to formulate what to say and how to say it. Never interrupt, or finish a sentence for
someone.

7. Avoid prejudice.

Try to be impartial. Do not become irritated, and do not let the person‘s habits or
mannerisms distract you from what they are really saying. Everybody has a different way
of speaking. Some people are for example more nervous or shy than others; some have
regional accents, or make excessive arm movements; some people like to pace while
talking. Others like to sit still. Focus on what is being said, and try to ignore styles of
delivery.

8. Listen to the tone.

Volume and tone both add to what someone is saying. A good speaker will use both
volume and tone to their advantage to keep the audience attentive; everybody will use
pitch, tone, and volume of voice in certain situations. Let these help you to understand the
emphasis of what is being said.

9. Listen for ideas – not just words.

You need to get the whole picture--- not just isolated bits and pieces. Maybe one of
the most difficult aspects of listening is the ability to link together pieces of information to

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 reveal the ideas of others. It would help if you listen with proper concentration. Let go of
distractions, and focus.

10. Wait and watch for non-verbal communication.

Gestures, facial expressions, and eye-movements can all be important. We do not

just listen with our ears but also with our eyes. Watch and pick up the additional
information being transmitted via non-verbal communication.

What is it?
Self-Check 1.1-3

Enumeration

Instructions: Enumerate the principles of listening. WRITE YOUR ANSWERS IN YOUR

ANSWER SHEET.

What more?
Activity 1.1-3

Listening skills

Instructions: Listen to a news report about the weather forecast. Jot down the details of the
report in your activity sheet.

Weather Report

Date: _____________________

Details:

Location: _____________________
Time: _____________________

Weather: _____________________

Reporter: _____________________

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 What more?
Enrichment Activity 1.1-3

Precision Communication

This activity can help your family build and develop good communication skills. It is
focused on active listening which is a vital part of the communication process. It is also
conducive for better, stronger, and healthier understanding and relationship. WRITE
YOUR ANSWER TO THE DISCUSSION QUESTIONS IN A SEPARATE SHEET OF
PAPER.

Here is how to put this activity into practice:

1. With the help of your parents or elder siblings, set up a maze in your home using
furniture such as kitchen chairs or other pieces of furniture that can act as barrier.
2. Tie string or yarn between the furniture to create a clear path through the maze.
3. You will try to walk through the maze blindfolded. You must not see the maze
prior to being blindfolded.
4. Have someone give voice instruction so that you can be directed through the
maze.

This activity aims to see if the family member giving the instruction can help you
get through the maze without bumping into the furniture, walls, or string.

This means that it is not only the speaker that must communicate clearly. You,
as the blindfolded receiver, must also use your active listening skills to receive the
instructions, and do these effectively.

Safety Reminder:
1. Perform this activity at home together with your parent/s and sibling/s.
2. Observe health protocols like wearing appropriate Personal Protective Equipment
(PPE). Have proper distancing. Frequently wash your hands, or apply sanitizer.

Discussion questions:

1. Why was a clear and detailed communication necessary for this exercise?
2. How important was it to listen carefully to the one giving instructions? Why?
3. What were some of the difficulties associated with helping a family member
complete this exercise?
4. Using some of the ideas from this exercise, how can you, as a family, improve
your communication skills?

Lesson Information 1.1-4

NON-VERBAL7 COMMUNICATION
 When we talk about ‘communication’, we often mean, ‘what we say’. These are the
words that we use. However, interpersonal communication is much more than the explicit
meaning of words and the information or message that they convey. It also includes implicit
messages, whether intentional or not, which are expressed through non-verbal behaviors.

Non-verbal communication includes facial expressions, tone and pitch of the voice,
gestures (kinesics), and physical distance between the communicators (proxemics).

These non-verbal signals can give clues, additional information and meaning over and
above spoken (verbal) communication.

Using Non-Verbal Communication

Non-verbal communication helps people to:

• Reinforce or modify what is said in words.

For example, people may nod their heads vigorously when saying “Yes” to emphasize that
they agree with the other person. A shrug of the shoulders and a sad expression when
saying “I’m fine, thanks” may actually imply that things are not really fine at all.

• Convey information about their emotional state.

Your facial expression, tone of voice, and your body language can often tell people
exactly how you feel even if you have hardly said a word. We would know how people
feel from their non-verbal communication.

• Define or reinforce the relationship between people.

If you have ever watched a couple sitting and talking, you may have noticed that they tend
to ‘mirror’ each other’s body language. They hold their hands in similar positions. They
smile at the same time, and they turn to face each other more fully. These movements
reinforce their relationship. They build on their rapport, and help them to feel more
connected.

• Provide feedback to the other person.

Smiles and nods tell someone that you are listening and that you agree with what they are
saying. Movement and hand gestures may indicate that you wish to speak. These subtle
signals give information gently but clearly.

• Regulate the flow of communication.

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 There are a number of signals that we use to tell people that we have finished speaking
or that we wish to speak. An emphatic nod and firm closing of the lips indicate that we
have nothing more to say. Making eye contact with the chairman of a meeting and
nodding slightly will indicate that you wish to speak.
Read more at: https://www.skillsyouneed.com/ips/nonverbal-communication.html

What is it?
Self-Check 1.1-4

Multiple Choice
Instructions: Read the statement carefully then choose the correct answer from the choices
given. WRITE YOUR ANSWERS IN YOUR ANSWER SHEET.

1. Facial expression, posture and eye contact are types of _____________.

A. Verbal communication
B. Anti – verbal communication
C. Post – verbal communication
D. Non-verbal communication
2. What is non- verbal communication?
A. Communicating with someone by using gestures
B. Getting messages across facial expressions
C. Using body language to convey something to someone else
D. All of the above
3. Smiles and nods tell someone that you are listening and agreeing with what they are
saying. This is an example of communication that _____________.
A. Provides feedback to the other person
B. Regulates the flow of communication
C. Conveys information about their emotional state
D. Defines or reinforces the relationship between people
4. It refers to the body position and body motions including facial expressions.
A. Kinesics B. Haptics c. Artifacts d. Proxemics
5. How people arrange space reflects how close they are and whether they want
interaction. What type of non-verbal is this?
A. Kinesics B. Haptics c. Artifacts d. Proxemics

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 What more?
Activity 1.1-4
Instructions: Look at the pictures below, and tell what non- verbal communication (Facial
Expression, Gesture, Distance, Body Language) is conveyed in each picture.
WRITE YOUR ANSWERS IN YOUR ACTIVITY SHEET.

1 2 3 4

6 7 8
5

12
9 10 11

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 Lesson Information 1.1-5
PREPARATION OF APPOINTMENT
SCHEDULE

HOW TO BOOK CLIENTS

Here is how to get customers to book right there on your table.

STEP 1: Prepare appointment cards (do this exactly). Each card represents an
appointment slot with:

Your Name _______________________________

Your Concern _____________________________

Your Email _______________________________

Your Phone ______________________________

Your Chosen Appointment Timeslot ___________

Print 15 of these ―information collection forms, for people to fill out. At the bottom of each
information collection form (where it says ―Your Chosen Appointment Timeslot), use a pen
to write a date and time that corresponds to what you have already written on one of your
business cards.

For instance, if you wrote June 12 at 3PM on one of your business cards, then, you should
also write June 12th at 3PM at the bottom of one of your forms.

Repeat this procedure on all your forms until you have one to match each business card.

Now, using a paperclip, clip the paired cards and the forms together so that you have 15
matching sets.

STEP 2: Prepare the Collection Box.

Find or make an attractive and professional looking bag or box with an opening on the top.
This will serve as your appointment collection box.

STEP 3: Prepare the instructions.

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Adjust the wording as needed to suit your own business and special offering. Make it eye-
catching. Print.

STEP 4: Get the appointments.

Set up all your brochures and flyers on the tabletop as usual, but you should also dedicate
about 1/3 of the table space to laying out the appointment cards in an attractive grid-like
pattern. Put the instructions and the collection box just behind the appointment cards, so that
everything is clearly visible.

What is it?
Self-Check 1.1-5

Instructions: Arrange the steps in booking clients. Order them from A as the first step
down to D as the last step.

________________ Get the appointments.

________________ Prepare the appointment card.

________________ Prepare the instructions.

________________ Prepare the collection box.

What more?
Activity 1.1-5

Preparation of the Appointment Schedule

Instructions: Do the following:

1. Prepare five (5) pieces appointment card containing the following

information:
a. Name
b. Concern
c. Email
d. Phone
e. Chosen Appointment Slot
2. Prepare a collection box with an opening at the top. Use any materials
available in your homes.
3. Prepare the instructions suited to a spa business.

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 Whats more?
Enrichment Activity 1.1-5

Role Play
Instructions: Study and practice with your partner. The business card will be for your
customer’s records. Information form will be for your copy.

Safety Reminder:
1. Perform this activity at home together with your parent/s and sibling/s.
2. Observe health protocols like wearing appropriate Personal Protective Equipment
(PPE). Have proper distancing. Frequently wash your hands, or apply sanitizer.

You will need:

• Cellphone or improvised telephone

• Pen
• Calendar
• Piece of Paper

1. Gather the items you need to make an appointment at your massage spa.
2 Using the following script. Practice making a phone call with a partner
(Parents/Guardians/Elder siblings/ friends ) who acts the role of a massage
client/customer.
3 Write down the information you receive in your appointment card.

CUSTOMER: Hello, my name is _____________ (State your name.) I would like to

schedule an appointment in your spa.
SPA RECEPTIONIST: Good morning Ma’am/Sir! I am ________________ (State your
name.) Welcome to ANHS wellness spa. What is your
complete name Ma’am/Sir? Your email? Your phone number?
(day/month/time) is available.

(The customer will answer the receptionist’s questions. Make sure to write the
response in your appointment card/business card)

CUSTOMER: (Provide the information)

Name: ________________________
Concern: ______________________
E mail: _______________________
Phone no.: _____________________

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 (Check your calendar. If this day/time is available, tell the customer.)

“Can your spa accommodate my need for massage?”

SPA RECEPTIONIST: Yes Ma’am. We do Hilot Wellness massage with Ventosa for
muscle pain and stress relief. It will really give amazing
results especially on all kinds of pain and stress conditions.

CUSTOMER: Oh, that sounds great! I have back pain and stress condition. Okay! I
will take the slot.

SPA RECEPTIONIST: (Before you hang up the phone, Repeat the information back
to the client.)
Your appointment is on DAY/DATE /TIME.
Thank you so much!

Appointment Card/Business Card

Name: ____________________________________
Concern:______________________________
Email: ________________________________
Phone: _______________________________
Chosen Appointment Timeslot: ___________

What have I learned?

Remember

Instructions: Check your understanding, by answering the following the questions. WRITE
YOUR ANSWER IN A ONE (1) WHOLE SHEET OF PAPER.
1. Explain the 10 Principles of Listening.
2. How does listening differ from hearing?

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 Post-Test

True or False
Instructions: Read the statement carefully. Write T if the statement is True and F if it is False.
WRITE YOUR ANSWERS IN YOUR ANSWER SHEET.
1. Good listening skills can lead to better customer satisfaction.
2. The ability to listen effectively depends on the degree to which you perceive and
understand the message.
3. Nod or other gestures is a form of verbal communication.
4. The tone of your voice can tell what you are feeling.
5. In booking clients, you need to prepare an appointment card.

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 Answer Key

Pre /Post Test Self-Check 1.1-3 Self-Check 1.1-4 Self-Check 1.1-5

1. T In any order 1. D 1. D
2. T 2. D 2. A
3. F 1. Stop Talking 3. A 3. C
4. T 2. Prepare yourself to 4. A 4. B
5. T listen 5. D
3. Put the speaker at
ease
4. Remove Distractions
5. Empathize
6. Be Patient
7. Avoid Personal
Prejudice
8. Listen to the Tone
9. Listen for Ideas – Not
Just words
10. Wait and Watch for a
Non-Verbal
Communication

Activity 1.1-3 Activity 1.1-4

Varied answers 1. Angry 7. Frightened

2. Confused 8. Agree
3. Sad 9. Happy
4. Depressed 10. Argument
5. Surprised 11. Giving feedback
6. Welcoming someone 12. Respect

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References
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

• http://www.skillsyourneed.com/ips/listening skill:htm (#ixzzz2ve/smnpS)

• http://www.skillsyourneed.com/ips/listening skill:htm (#xzzz@ve2ATJP
• Positive psychology.com
• LP_schedulingAppointment_Web_tagged_2015.pdf
• https://www.skillsyouneed.com/ips/nonverbal-communication.html

Images

• https://th.bing.com/th/id/OIP.vGgSfOduDAtD83GWmp7TRAHaE7?w=245&h=180&c=7&o=5&pid=1.7
• https://www.bdautomotive.com/images/schedule-app.gif
• https://i.ytimg.com/vi/EN4K4H2xVas/hqdefault.jpg
• https://media.gettyimages.com/vectors/communication-vector-id165759382?s=612x612
• https://il8.picdn.net/shutterstock/videos/7015165/thumb/2.jpg?i10c=img.resize(height:160)
• https://s-media-cache-ak0.pinimg.com/736x/71/c4/83/71c483269e22616cf441b5dd44d90fd5.jpg
• https://th.bing.com/th/id/OIP.hiVmb8LYzXyGfI01e6ikzwHaHQ?pid=Api&rs=1
• https://th.bing.com/th/id/OIP.zfTU9WGLwSbc8hnHw_Gl8wHaDt?w=338&h=174&c=7&o=5&pid=1.7
• https://th.bing.com/th/id/OIP.akhnRTTqgrMu62rieDf8LAD6D6?w=164&h=180&c=7&o=5&pid=1.7
• https://th.bing.com/th/id/OIP.MrsGWdRy_A4DMFsRF9HDQwHaGp?w=209&h=188&c=7&o=5&pid=1.7
• https://th.bing.com/th/id/OIP.bF0lF0yz74NRzvc6Dfdh1AHaGy?w=179&h=180&c=7&o=5&pid=1.7
• https://th.bing.com/th/id/OIP.bYdBDYKOcNuE-rhreDLnMQHaE6?w=237&h=180&c=7&o=5&pid=1.7
• https://th.bing.com/th/id/OIP.bqxFUg06irtPKY5jE0atQHaH6?w=181&h=193&c=7&o=5&pid=1.7
• https://th.bing.com/th/id/OIP.OZ83lSAZZrO55VdBEzFkHgHaHa?w=187&h=187&c=7&o=5&pid=1.7
• https://caringminds.co.in/newsite/wp-content/uploads/2018/11/relationship-issues-arguments.jpg
• https://th.bing.com/th/id/OIP.wazhZ4_o6sxQ3zHpMgm58QHaE7?w=270&h=180&c=7&o=5&pid=1.7
• https://i.pinimg.com/originals/6e/84/b1/6e84b1a51ba8d47d18cc61e71aee57a9.jpg

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