TECHNOLOGY AND LIVELIHOOD EDUCATION

Information and Communications Technology

Contact Center Services
COMMUNICATING EFFECTIVELY IN ENGLISH
WEEK 1
OBJECTIVES

At the end of this module, you are expected to:

 analyze communication process,
 communicate and listen effectively, and
 use paralanguage communication cues.

PRE-ASSESSMENT

Let us first assess your entry level knowledge and skills regarding this lesson. It is
important to identify your strengths and weaknesses in communicating so that you know
where and what to improve. Answer the following tests honestly.

I. SURVEY 1

Oral communication skills

This survey provides opportunities for you to check areas of your oral communication
skills. It is a guide to help you diagnose your strengths and difficulties. On each of the
item, rate yourself on the scale of 1-10, with 10 being the highest. Do this on a separate
sheet of paper.

Elements of Oral Parameter Rating

Communication
Consonants
Vowels
Syllables and/or
grammatical endings
Word stress
Rhythm in sentences
Focus and special
emphasis (Prominence)
Intonation/Pitch
Thought groups and
linking
Delivery (rate of speech,
loudness)
I do not have problems in pronouncing any
consonants or clusters.
I can pronounce vowel sounds clearly and
fluently.
I can clearly pronounce syllables and
grammatical endings such as –d and –ed.
My word stress falls on the right syllables
all the time.
I speak in a natural rhythm that does not
sound abrupt or choppy.
I use emphatic stress to indicate key words,
contrasts (not only/all), etc.
My tone rises and falls in the appropriate
parts of my statement. I do not sound
monotonous.
I pause at commas and other appropriate
parts of the statement.
I am aware when to speak loud, soft, fast,
or slow.

My score
II. SURVEY 2

WRITTEN COMMUNICATION SKILLS

For each item below, please rate your abilities in a scale of 1 to 5 (5 being
the highest). Circle your choice. Do this on a separate sheet of paper.
1=never or almost never true for me
2=usually not true for me
3=somewhat true for me
4=usually true for me
5=always or almost always true for me
I can write a good paragraph. 1 2 3 4 5
I can use appropriate vocabulary and word forms 1 2 3 4 5
to effectively communicate with the reader.
I can use appropriate punctuations in my 1 2 3 4 5
sentences.
I know how to spell words, even unfamiliar ones. 1 2 3 4 5
I can make self-corrections on my grammar. 1 2 3 4 5
I can write quickly in English. 1 2 3 4 5

My score

ORAL COMMUNICATION SKILLS

Score Level Description
76 – 90 Exceptional Can vary intonation and place sentence
stress correctly in order to express finer
shades of meaning.
61 – 75 Above-average Has a clear, natural pronunciation and
intonation.
46 – 60 Average Pronunciation is comprehensible even if
accent is not neutralized and occasional
mispronunciations occur.
31 – 45 Weak Pronunciation is generally clear enough to be
understood despite a noticeable non-native
English speaker accent, but conversational
partners will need to ask for repetition from
time to time.
30 and below Poor Pronunciation is sometimes difficult to
understand by conversation partners
especially native English speakers because
of limited knowledge of tone, stress and
intonation.

WRITTEN COMMUNICATION
Score Level Description
36 – 40 Exception Can write clear, smoothly flowing, complex sentences in a
al logical structure which helps the reader to easily find
significant points.
31 - 35 Above- Can write clear, well-structured sentences about a subject,
average stating reasons and relevant examples, and making an
appropriate conclusion.
21 - 30 Average Can write connected texts about the same subject by
linking a
 series of shorter sentences into a cohesive and coherent
paragraph.
11 - 20 Weak Can write a series of simple phrases and sentences linked
with simple connectors.
10 and Poor Can write simple isolated phrases and sentences.
below

Now that you have assessed your level in communication skills, you may now
start studying the lessons. Keep in mind the specific areas that you need to
improve on.

Lesson 1. Analyze Communication Process

There are several ways to communicate and share information and message
nowadays. With the advent of technology, communication is not only limited to verbal
and written way. One may also send a message through electronic methods such as e-
mail, chat, and the like. In this part of the module, you will explore the different ways to
communicate and the different pathways of communication in the Contact Center
Service industry.
Preliminary Activities

Answer the following questions in your notebook.

1. Imagine you are working as a Contact Center Service representative. List down the
different ways you communicate in the workplace.

2. Identify the people that you communicate with in the workplace.

KNOW
1.1 Communication Pathways

Often, Contact Center Services providers communicate verbally.

Verbal communication in this industry may occur in phone or in person. In this type of
communication, the message is transmitted verbally. Hence, it is important to remember
the acronym KISS (Keep it short and simple).

For example:
A. I understand that you lost the receipt but we have to follow the standard
procedure regarding return of items without receipt.
B. I understand your concern. However, we have procedures to follow regarding
the matter.

Statements A and B contain the same message. However, statement B transmits the
message in a simpler yet more concise way. Verbal communication may either be oral
or written.

Written communication is also a common form of communication. These are printed

messages such as memos, proposals, training manuals, company policies, and letters.
Written communication is asynchronous, which means that it occurs at different times.
The sender may write a message that the receiver may read anytime.

Oral communication occurs in telephone calls. Call handling skills are the skills that you
have to possess to be part of the Contact Center Service industry.
E-mails and other electronic methods of sending message can be classified under
written communication. An E-mail is the inter-office and inter-organization mail system.
It is a system of worldwide electronic communication in which a computer user can
compose a message at one terminal that can be regenerated at the recipient’s terminal.
E-mails are also asynchronous. Businesses nowadays rely on the use of e-mail as a
form of communication internally (within the company) and externally (outside the
company).

Let us compare the different types of communication. Look at table 2 below.

Table 2. Advantages and Disadvantages of the Different Ways to Communicate

Ways to Advantage Disadvantage

Communicate
Oral communication Brings quick feedback Speaker is usually unable to process
message before speaking
Written  Messages can  Does not bring instant feedback
communication be edited  Takes time to prepare and
before sending requires writing ability
 Can be saved
for later study

Electronic Disregards the aspect Relies on good internet connection

communication of distance

It is also important to identify your communication pathways as a Contact Center

Services provider. In this industry your, primary communication pathway, is from you as
an agent to your customer. In this pathway you will be maximizing the use of oral
communication since most of your customers are located off-shore.

Nevertheless, you are not limited to this pathway. Communicating with the people
around you in the workplace is also a part of your job. You communicate, whether oral
or written, with your supervisors, peers, and subordinates.
Below are helpful tips for you to consider in establishing good communication among
your customers or anybody else in your workplace. You must be:

 alert  loyal
 pleasant  sensitive
 polite  honest
 friendly  show self-control
 fair  flexible and adaptable
 thoughtful  punctual
 cooperative  enthusiastic
 humble  responsible
 tolerant and considerate


No matter what form of communication you intend to use or which

communication pathway you use, always remember that the key to a good
communication is courtesy. Be courteous all the time.
Process
Task 1. Modified True or False

Directions: Read the following statements about communication. Tell whether the
statement is true or false. Write TRUE if the statement is correct. Otherwise, rewrite the
statement to correct it. Do this on separate paper.

1. The fastest way to get a response is through written communication.

2. Written communication is synchronous.
3. Oral and written communication are both verbal communication.
4. The primary communication pathway used in the Contact Center Services
industry is from agent to supervisor.
5. The use of electronic communication disregards the aspect of distance.
6. It is important to be simple and concise when communicating.
7. E-mail and other electronic forms of messages can be classified as oral
communication.
8. Examples of written communication are memos, proposals, training manuals,
company policies, and phone calls.
9. Most industries and businesses rely on the use of email for internal and
external communication.
10. One advantage of oral communication is the lack of time for the speaker to
process the message before delivery.

Reflect and Understand

Task 2: CHOOSE THE BEST

Directions: Below are scenarios that you may encounter when you become a part
of the contact service industry. Imagine that you are already working as a contact center
agent. You may encounter the following situations. Identify the best type of
communication that should be used. Provide reasons for choosing it. Do this in a
separate sheet of paper.

SITUATION TYPE OF REASON FOR

COMMUNICATION CHOOSING
1. You exceeded the allowed
number of minutes for late in a
month. You received a written
warning asking you to provide an
explanation for your tardiness.
2. Mrs. Smith requested to be
regularly updated with the sale
events and promotions of the
Yellow Star, which is an online
store.
3. You were in the middle of a call
when all of a sudden the line got
disconnected.