Republic of the Philippines

UNIVERSITY OF NORTHERN PHILIPPINES

Tamag, Vigan City
2700 Ilocos Sur

College of Teacher Education

Office of the Laboratory Schools

DETAILED LESSON PLAN IN TECHNOLOGY & LIVELIHOOD EDUCATION 10

(Cosmetology)
Date: December 8, 2022

I. Objectives
1. Discuss the Three Myths about Callers
2. Give the appropriate attitude when taking telephone calls.
3. Value the importance of having professionalism in workplace.

II. Subject Matter:

Topic: Three Myths about Callers
References: K to 12 Basic Education Program TECHNOLOGY AND LIVELIHOOD
EDUCATION (HOME ECONOMICS) Wellness Massage LEARNER ‘S
MATERIAL GRADE 10
Materials: Power point Presentation and Laptop

III. Procedure
Teacher’s Activity Student’s Activity
A. Review

Good morning class! Good morning, ma’am!

Are all of you present today? Yes ma’am!

Very good class!

Can you still remember the topic last meeting? Yes ma’am!

What was the topic last meeting? Last meeting the teacher discussed about the
10 Principles of Listening.

Correct, last meeting the teacher discussed to

you about the 10 Principles of Listening.

What are the 10 principles mentioned? Stop talking!

Prepare Yourself to Listen!

Put the Speaker at Ease!

Remove Distractions!

Empathize!
 Republic of the Philippines
UNIVERSITY OF NORTHERN PHILIPPINES
Tamag, Vigan City
2700 Ilocos Sur

Be Patient!

Avoid Personal Prejudice!

Listen to the Tone!

Listen for Ideas – Not Just Words!

Wait and Watch for Non-Verbal

Communication!

You are all correct!

B. Lesson Proper

1. Motivation

Before we proceed let us have first an activity.

Yes ma’am!
Are you ready class!

The name of our activity is called Relay the

massage.
Yes ma’am!
Are you familiar with this class?

Very good!

Let us divide the class into two groups.

Team 1 please create a straight line. And also,

team 2.
Yes ma’am!
I am giving you 1 minute to do the activity. Ok
class?

The most basic way to connect to another The most basic way to connect to another
person is to listen. person is to listen.

Team 2 got the correct answer. Congratulations

team 2. Please claim your prize after the class.
 Republic of the Philippines
UNIVERSITY OF NORTHERN PHILIPPINES
Tamag, Vigan City
2700 Ilocos Sur

2. Presentation

Our topic for today is about The Three Myths

about Caller.

3. Discussion
1. Callers try to make things difficult.
Kindly read what is being presented.
Yes ma’am.
Do you agree class that callers try to make
things difficult? No ma’am.

Let us see if this is correct.

No they don ‘t, even if sometimes they do

spell their name two different ways. The
Callers may not always be prepared to talk to
you.

Specially when the client who is calling is

having a breakdown. Or their mind is
occupied by other matters.

This cannot be avoided since almost people

who are calling the shop for appointment for
a wellness massage are stress and tired.

They may never call your department before.

They may not know what information they

need to have handy. You need to dialogue
with them.

So as the person in charge in taking calls, you

have to be professional in handling them.

The experience should be enjoyable for both

of you. Yes ma’am.

Understand class? None ma’am.

Any question?

Ok let us now then proceed to the next one.

 Republic of the Philippines
UNIVERSITY OF NORTHERN PHILIPPINES
Tamag, Vigan City
2700 Ilocos Sur

Callers like to complain.

Of course there are chronic complainers those

think everything is overpriced and that they
never get good service.

This almost happens in a spa shop. Even though

they still not experience the services they are
already complaining.

So in the overpriced thing, for this to be able

not to be a big thing. Make sure that the
overpriced of your services are worth to try.
The service must be good and can really attain
the expectations of your clients.

And you must provide them a courteous and

professional service no matter how difficult it
might be.

Be professional when talking to them. Be

patient and be polite always even though they
have the worst attitude.

But most callers don’t like to complaining in

fact they go out their way to avoid it.

There are really clients who do not tell if they

are having a bad service, there are so many
reasons. Maybe they were too shy to express
their thoughts.

They are this type of person whom you can talk

peacefully wit harmony. They are not going to
complicate things. They will just going to ask
basic queries about their appointment.

Take time seriously when they do have

problems. Be attentive and respectful.

So of course again as I always saying be

professional in taking the clients call. And also
class be sensitive always. Think about your
clients would feel. Yes ma’am.
 Republic of the Philippines
UNIVERSITY OF NORTHERN PHILIPPINES
Tamag, Vigan City
2700 Ilocos Sur

Understand class? None ma’am.

Okay any question?

Callers expect the impossible.

What seems like an impossible request maybe

due to the callers ignorance about a situation? Discount ma’am.

What do you think class are the possible Free food ma’am.
request a client can request?
Wifi password ma’am.

Free service ma’am.

All of your answers are possible class.

Since they call for a appointment, it is your

responsibility to take a look for a vacant day.

Offer brief explanations when possible and

don’t assume the caller knows everything you
do.

There are first timer costumers class. As a first

timer they do not know what to avail and what
to say. So you have to explain to them briefly
for them to understand.

I am sorry we have no more appointments on

that day. We have a limited number of
appointment time set aide for that type of
service. You can tell them this class.

Not all the time that the clients want can be

given class, okay?

You have also to consider the possibilities.

So in order to attain all the mentioned class,

what skill you must have? Listening skill ma’am.

Very good listening skill. Listening is the ability to accurately receive and
interpret messages in the communication
 Republic of the Philippines
UNIVERSITY OF NORTHERN PHILIPPINES
Tamag, Vigan City
2700 Ilocos Sur

So what is Listening Skill? process.

Listening is the ability to accurately receive and

interpret messages in the communication
process.

Listening is the key to all effective

communication, without the ability to listen
effectively messages are easily misunderstood-
communication breaks down and the sender of
the message can easily become frustrated or
irritated.

Are you agree that when a message is not

effectively delivered, the sender become Yes ma’am.
frustrated?

Correct!

Kindly read what is presented. Listening is so important that many top

employers provide listening skills training for
their employees.

Why is it important for employees to have a For better service ma’am.

listening skill?
To have a better communication with the client
ma’am.

Yes ma’am.
Very good you are all correct.

Listening is not the same as hearing. Do you

agree class?

May I hear your insights about this.

When we say hearing, it refers to the sounds

that you hear, whereas listening requires more
than that: it requires focus.

While listening means paying attention not only

to the story, but how it is told, the use of Yes ma’am.
 Republic of the Philippines
UNIVERSITY OF NORTHERN PHILIPPINES
Tamag, Vigan City
2700 Ilocos Sur

language and voice, and how the other person

uses his or her body.

Understand class?

Ok!

Let me read a quotation.

If we were supposed to talk more than we

listen, we would have two tongues and one ear. Callers try to make things difficult!

4. Generalization Callers like to complain!

Again, what are the three myths of callers? Callers expect the impossible!

Callers try to make things difficult!

Callers like to complain! The ability to accurately receive and interpret

messages.
Callers expect the impossible!

What is listening skills? No ma’am!

Very good. Hearing refers to the sounds that you hear,

while listening means paying attention.
Is listening and hearing the same class?

So what’s the difference between the two?

Very good class!

5. Fixing Skills
Let us have an activity class.

I am dividing the class into three groups.

Whoever finish first will be the winner.

The name of our game is Loop a Word.

Direction: Read and analyze the statement

carefully and loop the world that corresponds
to your answer.
D i f f i c u l t s
 Republic of the Philippines
UNIVERSITY OF NORTHERN PHILIPPINES
Tamag, Vigan City
2700 Ilocos Sur

a c a a h e d a g b
d a b d f d t o s f
c l d a t f g v x c
b l a b g s f c m d
g e b c t r y d a s
y r c a h d s h k z
E s d b d f a s e a

Group 1: Callers try to make things difficult.

C a l l e r s l t s
A c a a h e d a g b
D a b d f d l i k e
C l t o t f g v x c
B l a b g s f c m d
G e b c t r y d a s
Y r c o m p l a i n
E s d b d f a s e a

Group 2: Callers like to complain.

C o m p l a i n t s
A c a a h e d a g b
D a b l f d l i k e
C l t l t f g v x c
B l a e c s f c m d
G e b r t r y d a s
Y r c s m p l t o n
E s d b d f a s e a

Group 3: Callers like to complain.

Congratulation Group 2!
 Republic of the Philippines
UNIVERSITY OF NORTHERN PHILIPPINES
Tamag, Vigan City
2700 Ilocos Sur

IV. Evaluation
Using Venn Diagram, compare and contrasts the definition of listening and hearing.

Listening Hearing

V. Assignment
Instruction: Answer the question, How can you handle worst callers during phone call? .
Write your answer in a ½ sheet of paper.
 Republic of the Philippines
UNIVERSITY OF NORTHERN PHILIPPINES
Tamag, Vigan City
2700 Ilocos Sur

Prepared by:

LYKA P. GARCIA
Practice Teacher

Checked by:

RANDALL M. RABACAL, MAT HE

Cooperating Teacher

Noted by:

ANITA A. ARLEGUI, EdD

Asst. Principal, Junior High School

Approved:

AURELIA T. VITAMOG, EdD

Principal, Laboratory Schools