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Speaking Skills & Strategies, Learning Activity Sheet in LS 4, Alternative Learning System, Junior High School, , JENNY CLAIRE P. OFO-OB, Developer, , Department of Education ● Cordillera Administrative Region, Schools Division of Mountain Province● Bontoc District, Central Bontoc Community Learning Center, 1

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Republic of the Philippines, DEPARTMENT OF EDUCATION, Cordillera Administrative Region, SCHOOLS DIVISION OF MOUTAIN PROVINCE, Bontoc, Mountain Province, , Published by:, Learning Resource Management and Development System, , COPYRIGHT NOTICE, 2021, Section 9 of Presidential Decree No. 49 provides:, “No copyright shall subsist in any work of the Government of the Philippines. However,, prior approval of the government agency of office wherein the work is created shall be, necessary for exploitation of such work profit., This material has been developed for the implementation of K-12 Curriculum through the, Curriculum Implementation Division (CID)-Learning Resource Management and, Development System (LRMDS). It can be reproduced for educational purposes and the, source must be acknowledged. Derivatives of the work including creating an edited version,, an enhancement or a supplementary work are permitted provided all original work is, acknowledged and the copyright is attributed. No work may be delivered from this material for, commercial purposes and profit., , 2

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Name: ____________________________________________________________________, , Date: _________________, , Community Learning Center: _____________________________________________, Level:, , Elementary, , JHS, , Score: _______________________, , I. Learning Competencies,  Develop/strengthen one’s own personal entrepreneurial competencies and skills (PECs)., LS4LC-AE-PSB-AE/JHS-5, ✓ Identify and demonstrate non‐verbal communication, ✓ Listen actively and speak appropriately, ✓ Identify and practice good customer service skills, , II. Discussion:, Here are the tips or the skills and strategies on how to be an, effective speaker:, , , , , , , , , , , Be clear, brief, concise – to the point, Use examples to get to the point, Be polite / friendly, Be honest, Be respectful, When you need to be direct, speak with respect, Speak with confidence but not with arrogance, Be flexible – check the mood and attitudes of others and adjust accordingly, Be aware of body language – your own and that of others, , Elements of an Effective and Cooperative Team Member, An effective and cooperative team member …,  Interacts with and includes others in courteous, respectful and honest ways,  Is respectful of differences – in opinions, culture, ethnicity …,  Provides opinions and ideas and seeks the opinions and ideas of others,  Negotiates and discusses ideas while being flexible to meet the goals of the group,  Performs identified tasks to meet goals of the group,  Listens without interrupting,  Offers ideas without interrupting,  Is aware of own emotions, thoughts and feelings and keeps them under control for, the good of the group,  Moves the group towards resolving conflict (if it exists) so goals can be met, Giving Exceptional Customer Service, A. Exceptional Customer Service,  Anticipates the customer’s needs,  Tries to understand what the customer is thinking,  Meets and exceeds the customer’s highest expectations, B. Basic Customer Needs – A customer needs to feel:,  Welcome,  Important,  Understood,  Comfortable, C. Meeting Basic Customer Needs – To make a customer feel:,  Welcome:, Be friendly, Use a positive tone of voice, Greet customer, Smile / lighten up, Introduce yourself, 3

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 Understood:, Listen carefully, , Repeat or rephrase to make things clearer, ,  Important:, Refer to customer by name, Show interest in clients need,  Comfortable:, Use open body language, , Ask open-ended questions to, understand customer’s needs, Thank customer for coming, Show concern, , D. Customer Perceptions, Perception is how we see, hear or understand a situation. No two people see a, situation exactly the same! A customer does NOT always think the way you do. S/he may, therefore not see a situation the way you do. Always check to see what the customer is, thinking. Never make assumptions!, E. Meeting & Exceeding Expectations, Make sure you know your customer’s attitudes, beliefs, ideas & feelings. Try to, see things the way your customer does. This will help you meet & exceed his expectations., F. Get Feedback on the Service You Provide, Find out from customers how they liked your service and what can be done to, make it better., , III. Activities, Activity 1 Identify Good Customers’ Service, Direction: Draw ☺ up if your answer is Yes and  if your answer is No., ______ 1. Do you use appropriate body language to show you are listening? (eye contact, sit, upright, nod head, etc.), , ______ 2. Do you listen to the speaker without interrupting?, ______ 3. Do you repeat what the speaker has said to make sure you have understood, correctly?, ______ 4. Do you ask questions for clarification when you do not understand something?, ______ 5. Do you avoid being distracted by noises, mobile phones, or by what other, people are doing?, ______ 6. Do you avoid being distracted by the mannerisms, speaking style, clothing of, the person speaking?, ______ 7. Are you aware of your own attitude & do you avoid being judgmental?, , Activity 2 Three Forms of Workplace Communication, Direction: Recognize which type(s) of communication is applicable for each format then, select from these choices and write your answers on the blank:, , Verbal, , Written, , Electronic, , FORMAT, 1. Face-to-face conversation ___________________________, 2. Phone (landline) ___________________________, 3. Mobile phone ___________________________, 4

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4. Interview ___________________________, 5. Meeting ___________________________, 6. Training ___________________________, 7. Presentation ___________________________, 8. Letter ___________________________, 9. Memo ___________________________, 10. Report ___________________________, 11. Proposal ___________________________, 12. Email ___________________________, 13. Voicemail ___________________________, 14. Webinar ___________________________, 15. Conference Call ___________________________, 16. Video Conference ___________________________, 17. Project Management Website ___________________________, 18. Instant Messaging (Messenger) ___________________________, 19. Email Mailing List ___________________________, 20. SMS / Text Message ___________________________, , Activity 3 Working in Groups Self-Assessment, In groups, do you mostly tend to:, 1. Stay quiet for some time and then join in?, 2. Feel uneasy/uncomfortable and wish you were working alone?, 3. Want to lead?, 4. Encourage others to make contributions?, 5. Come up with new ideas?, 6. Interrupt others to ensure your point is made?, 7. Keep the group focused on the task at hand?, 8. Make everyone relaxed and promote harmony?, 9. Get frustrated when there is too much talk and not enough decisions, and action?, 10. Make peace between those team members strongly disagreeing with, each other?, , Check 3 boxes, ❑, ❑, ❑, ❑, ❑, ❑, ❑, ❑, ❑, ❑, , 5

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Learners Interpersonal Communication, Direction: This is not a test but is a way for us to see what you already know or do not know about, the topics. I will read a skill that is listed in the left column. Think about yourself and your experience. I, will read the statements across the top. Check the column that best represents your situation. The, results will guide me in helping you learn more about this topic., , My experience, Knowledge, skills and abilities, , 1, I don’t have, any, experience, doing this., , 2, I have very, little, experience, doing this, , 3, I have some, experience, doing this., , 4, I have a lot, of, experience, doing this., , Using a variety of strategies to listen, carefully to others, Using and understanding non-verbal, communication cues, Asking questions of others when I do not, understand, Speaking clearly and effectively in front of, individuals or groups, Understanding the importance of customer, care and service, Striving to provide exceptional customer, service, in person or on the telephone, , IV. Reflection, Non-verbal communication is a way to communicate using your body,, including facial expressions, using hands or feet, nodding one’s head in agreement, rolling, eyes in disagreement, looking at watch and tapping foot in boredom, smiling, etc., The way we use our body can help or interfere our communication with, others. Our body can show if we are interested in what the other person is saying or, distracted, can show respect or disrespect the other person, and can give many more, messages. We do not always need to talk in order to communicate. There are other ways to, send messages., The importance of focusing on speaking. Discuss the importance of being, present, open and connected to those you are speaking to both in speech and body, language., , V. References, Mindanao Youth for Development Project Life Skills Curriculum, adapted from EDC’s, WRN! Curriculum ©2016 Education Development Center, Inc. All Rights Reserved. Facilitator’s, Manual and Participants Handbook, , VI. Answer Key, Activity 1:, 1. ☺, 2. ☺, 3. ☺, 4. ☺, 5. ☺, 6. ☺, 7. ☺, , Activity 2:, 1. Verbal, 2. Electronic, 3. Written; Electronic, 4. Verbal; Written; Electronic, 5. Verbal; Electronic, 6. Verbal, 7. Verbal; Written; Electronic, 8. Written; Electronic, 9. Written; Electronic, 10. Written; Electronic, , 11. Written; Electronic, 12. Electronic, 13. Electronic, 14. Electronic, 15. Electronic, 16. Electronic, 17. Electronic, 18. Electronic, 19. Electronic, 20. Electronic, , Activity 3:, Learners’ answer may vary reliant on personal views and beliefs as a person., , 6