SESSION PLAN

Sector : ICT
Qualification Title : Finishing Course for Call Center Agents NC II
Unit of Competency : Communicate Effectively in a Customer Contact Center
Module Title : Communicating Effectively in a Customer Contact Center
Learning Outcomes:
1. Analyze communication process 3. Use communication cues
2. Communicate and listen actively 4. Communicate electronically in writing
A. INTRODUCTION: This course is designed to develop knowledge, skills, and attitudes of a Contact Center
Representative in accordance with industry standards. It covers core competencies such as: Analyze Communication
Process, Communicate and Listen Actively, Use Communication Cues, and Communicate electronically in writing. At
the end of this course you will obtain and convey information in accordance with accepted conventions and identify the
correct use of preposition

B. LEARNING ACTIVITIES:
LO #2: Communicate and listen actively
Learning Content Methods Presentation Practice Feedback Resources Time
The Uses of Preposition Lecture Read Info Answer Self- Checking answers CBLM 4 hours
Sheet 1.2-1 Check 1.2-1 with Answer key PowerPoint
1.2.-1. Presentation

Demonstration Read Task Perform Task Evaluate using Desktop 4 hours

Sheet 1.2-1 Sheet 1.2-1 Performance Criteria Computer/
checklist 1.2-1 Skype Voice
System
CBLM
A. ASSESSMENT PLAN
 Written Test
 Performance /Practical Test (Call simulation)

B. TEACHER’S SELF-REFLECTION OF THE SESSION

The trainees can now identify the uses of correct prepositions in a sentence.
The trainees obtained and conveyed information in accordance with accepted conventions.
All of the trainees passed the Self-Check 1.2-1 and performed Task 1.2-1 properly.