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TLE – HE - CAREGIVING
Quarter 2 – Module 2:
PROVIDE PRE-SERVICE TO WELLNESS
MASSAGE CLIENTS (WC)
Telephone Etiquette
TLE – Grade 10
Alternative Delivery Mode
Quarter 2 – Module 2: Provide Pre-Service to Wellness Massage Clients:
Telephone Etiquette
First Edition, 2020

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Published by the Department of Education

Secretary: Leonor Magtolis Briones
Undersecretary: Diosdado M. San Antonio

Development Team of the Module

Writer: Girlie A. Acab
Editors: Ivah Mae C. Estoconing & Jesusa D. Paladar
Reviewer: Ivah Mae C. Estoconing
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Management Team: Senen Priscillo P. Paulin, CESO V Rosela R. Abiera
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Adolf P. Aguilar, Ed.D, TM Elmar L. Cabrera
Nilita L. Ragay, Ed.D
Antonio B. Baguio, Jr., Ed.D.

Printed in the Philippines by ________________________

Department of Education –Region VII Schools Division of Negros Oriental

Office Address: Kagawasan, Ave., Daro, Dumaguete City, Negros Oriental

Tele #: (035) 225 2376 / 541 1117
E-mail Address: negros.oriental@deped.gov.ph
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TLE
Quarter 2 – Module 2:
Provide Pre-Service to
Wellness Massage
Clients
Telephone Etiquette
 What I Need to Know

This module was designed and written with you in mind. It is here to help you
master the nature of Telephone Etiquette. The scope of this module permits
it to be used in many different learning situations. The language used
recognizes the diverse vocabulary level of students. The lessons are arranged
to follow the standard sequence of the course. But the order in which you
read them can be changed to correspond with the textbook you are now using.

After going through this module, you are expected to:

1. recognize telephone etiquette;
2. build a telephone conversation; and
3. display appropriate behaviour when having conversations over the
phone.

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 What I Know

MULTIPLE CHOICE

Direction: Read and understand each statement carefully. Choose the letter that
corresponds to the correct answer. Do this on your TLE activity notebook.

1. It is a pleasant tone of voice in a telephone communication.

a.) Shout c.) Speak in very low

b.) Speak clearly d.) Speak very soft

2. Create a friendly working relationship with ____.

a.) colleagues c.) clients

b.) manager d.) all

3. Do not make false claims for treatments, but explain the benefits _____.
a.) Fairly c.) practically
b.) Reasonably d.) realistically

4. Before picking up the receiver, _____any other conversation

a.) continue c.) discontinue

b.) halt d.) disregard

5. It is defined as simply the exchange of messages by human

being.
a.) Communication process
b.) Communication Standards
c.) Communication Problem
d.) Miscommunication

6. Be prepared with _____ when you answer the phone.

a.) tissue paper c.) information form
b.) calendar d.) pen and message slip

7. As the communication process continues, it becomes a _______________.

a.) cycle c.) routine

b.) stroke d.) requirements

8. It is often said the human communication consist of

a.) 93% body language while only 7% of communication consists of

words themselves
b.) 95% body language while only 5% of communication consists of

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 words themselves
c.) 90% body language while only 10% of communication consists of
words themselves
d.) 100% body language while only 10% of communication consists
of words themselves

9. Smile and the World Smile with _____.

a. Us b. others c.) you d.) all

10. During consultation, the client should be seated comfortably with the_______.

a.) Doctor c.) specialist

b.) Dentist d.) therapist

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 Lesson
TELEPHONE ETIQUETTE
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One of the most vital elements in providing massage services is providing
customer service over the phone. Telephone etiquette is important to let your
customers know that you are listening to them and genuinely care about what they
have to say.

As a future massage therapist, you are not exempted for phone calls. Making
or receiving telephone calls can cause some anxious moments if one isn’t prepared
with the call. Hence, this will provide you with some helpful suggestions about how
to use proper telephone skills.

What’s In

Direction: In the previous lesson Ethics and Communication Skill were discussed.
Now, list down at least five (5) communication skill barriers.

1.

2.
3.

4.

5.

Notes to the Teacher

This contains helpful tips or strategies that will
help you in guiding the learners. The following
are information that would lead to the activities
and assessment. Some activities may need your
own discretion upon checking, or you may use
rubric if provided. Please review the activities
and answer keys and amend if necessary.

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 What’s New

Direction: Read and answer the question below. Write your answer on your
notebook.

 What are the points you consider when you receive a call from someone you
do not know? (5 points)

 How does this relate to receiving calls from customers inquiring about
massage services? (5 points)

What is It

Communication is an important part of our daily lives. Technology has

changed a lot of things and the advent of telephone and mobile that we put
across our ideas and thought without making an eye contact with others.

Get ready for it…….

 Sit up and smile

 Speak clearly and distinctly in a pleasant tone of words
 If the caller has reached the wrong person and or department, be
courteous. Sometimes they have been transferred multiple times with
a simple question.

The Greeting

 A bright cheerful greeting will lift most people’s spirits and set
the proper tone for the call
 Speak clearly and at a conversational pace, softly audible.

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  Don’t mumble or race through the greeting. This can give the
impression that you don’t have time for the caller.
 Thank you for calling Mr. X, my name is Joanne, How may I help you
today?

Words and Phrases That Keep Callers Cool

 Hello! I’m sorry to keep you waiting.

 Good morning! Thank you for waiting.
 It was nice talking with you.
 I’m very sorry. Thank you for coming in (for calling).
 Excuse me. It’s been a pleasure to serve you.
 You’re welcome. I’d be happy to do that for you.
 May I help you? We appreciate your business

Taking Messages

 Be prepared with a pen and message slip when you answer the
phone.
 When taking messages be sure to ask for the:
 Caller’s name (Ask the caller to correct spelling)
 Caller’s phone number and/or extension including code
number
 Repeat the message to the caller.
 Be sure to fill in the date, time and your initials.
 Place the message slip in the called party’s inbox or in a
conspicuous place in their office such as their chair.
 Don’t forget that you can transfer them to voicemail instead of
taking a paper message. But don’t forget to ask, “Would you like me
to transfer you to ___? Don’t assume that the caller would rather go
to voicemail. Always ask first.

Why is it important?

 A customer’s first impression of your practice is formed during

the first few seconds of contact over the phone or in person.
 More than 80% of your time customers call before coming into your
practice.
 It is often said the human communication consist of 93% body
language ---- while only 7% of communication consists of words
themselves.
 Whether answering the phone or making phone calls, using the
proper etiquette is a must in order to maintain a certain level of
professionalism.
 Proper etiquette leaves callers with a favorable impression of you,
your department and the practice in general.

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How to End a Conversation Gracefully

There are several ways that you can end a long phone call without
making up a story sounding dismissive. Leave the conversation open. Promise
to finish your conversation at another time. Tell the person how much you’ve
enjoyed speaking with him/her. As long as you are honest and polite with
the other person, you should not have any problem ending a call or moving
on to something else.

Smile and the World Smiles with You

There are many characteristics that come across the phone

Body Language

- Pleasantness
- Informative
- Courteousness
- Responsiveness
Sincerity

- Confidence
- Rate of Speech
- Smile
Good Listener
- Recallability
- Attentiveness
Greeting

- Vocal tone
Friendliness
- Articulate
- Attitude
- Helpfulness

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 Posture

- Demeanor

Three Myths about Callers

1. Callers try to make things difficult

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.
They may never call your department before. They may not know what
information they need to have handy. You need to dialogue with them. The
experience should be enjoyable for both of you.

2. Callers like to complain.

Of course. There are chronic complainers- those who think everything

is overpriced and that they never get good service. And you must provide
them, a courteous and professional service no matter how difficult it might
be. But most callers don’t like to complain, in fact they go out of their
way to avoid it. Take time seriously when they do have problems. Be attentive
and respectful.

3. Callers expect the impossible

What seems like an impossible request maybe due to the caller’s
ignorance about a situation. Other brief explanations when possible and
don’t assume the caller know everything you do. I’m sorry we have no more
appointments on that day. We have a limited number of appointment time
set aside for that type of service. Callers may not always be pleased but
at least they will know that - limitations you must work with.

Remember most of your practice’s Callers are satisfied. But those callers
don’t call. And since maybe with the unhappy minority you can get a
lopsided view of what callers think and fee. Keep Callers in perspective.

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 What’s More

It’s your time to SHINE!

This enhancement activity aims the student to have an overview of things
that may likely to happen during a phone conversation.

DO THIS AT HOME:
Choose a partner (any from the family member) and demonstrate the proper ways in
taking up phone calls. Use the checklist box for reference.

Use the following pointers in observing the proper way of doing the activity. Answer
the following questions with YES or NO.

GET READY FOR IT!

TELEPHONE ETIQUETTE YES NO

A. Does the student sit up straight and smile?
B. Does he/she speak with a clear and with pleasant voice?
C. Does the students offered help to the caller like answering
the caller’s concern?
D. Does he/she refer the caller to the right person after
knowing that caller reached the wrong person?
E. Is he/she ready with a pen and paper just in case the
caller would leave messages?
F. Does he/she get the connect information given by the caller?

What I Have Learned

Direction: Write at an essay about your learning on this lesson/module using the
following guide phrases.

I have learned that

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

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I have realized that

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

I will apply

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

Essay Rubrics

Areas of
Assessment 10 points 7 points 4 points 1 point
Presents ideas Presents ideas
in an original in a consistent Ideas are too Ideas are vague
Ideas manner manner general or unclear

Organization Strong and Organized Some No

organized beg/mid/end organization; organization;
beg/mid/end attempt at a lack
beg/mid/end beg/mid/end

Understanding Writing shows Writing shows a Writing shows Writing shows

strong clear adequate little
understanding understanding understanding understanding

Mechanics Few (if any) Few errors Several errors Numerous

errors errors

TOTAL POINTS: /40

What I Can Do

Direction: Fill in the blank (s) with the correct word or phrase to complete the
following sentences.

1. Repeat the _________ to the caller.

2. Speak clearly and _____________ in a pleasant _____ of voice.
3. Don’t __________ or race through the greeting.
4. Using the proper ________ is a must to maintain a certain level of
___________.

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 Communication is an important part of our _________. Technology has
changed a lot of things, and the _________ of _________ and mobile has put
across our ideas and _________ without making an eye contact with others.

Assessment

I. TRUE OR FALSE.

Direction: Write TRUE if the statement is correct and write FALSE if the
statement is incorrect.

1. If the caller has reached the wrong person or department, be courteous.

2. When taking messages, be sure to ask for Caller’s friends and addresses.
3. Before picking up the receiver, continue conversation with others.
4. Proper etiquette leaves callers with a favorable impression of you.
5. Be prepared with pen and messages slip when you answer the phone.

II. JUMBLED LETTERS: Arrange the jumbled letters to form a new

word or words related to the topic.

1. TUREPOS
2. YTIRECNIS
3. SENSTENATVETI
4. ELIMS
5. EDUTITTA
6. RONAEMED
7. ECNEDIFCON
8. TIVEFORINMA
9. OOGD RENTESIL
10. SENSLIDENFRI

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 Additional Activities

Direction: Create a phone conversation script about a customer calling in and

inquiring about massage services.

Example script:

Ms. Anderson: ring ring...ring ring...ring ring...

Peter (Massage Therapist): Hello, Diamonds Galore Spa, this is Peter speaking.
How may I you today?/ How can I assist you today?

Rubrics

Grammar and Word Choice 15 Points

Ideas and Content 20 Points
Organization 15 Points
TOTAL SCORE 50 POINTS

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What I know
1. D 6. D
2. C 7. A
3. D 8. A
4. C 9. C
5. A 10. D
What’s In
1. Perceptual and language differences
2. Information overload
3. Intention
4. Time Pressures
5. Distraction Noise
6. Emotions
What’s New?
 Be prepared with pen and message slip when you answer the
phone
 When taking messages be sure to ask for
Caller’s name (ask the caller the correct spelling)
Caller’s phone number or extension including code
number
 Repeat the message to the caller
 Place the message slip in the called party’s inbox or in a
conspicuous place in their office such as their chair.
 Don’t forget that you can transfer them too voicemail instead
of taking a paper message.
What’s More
(Answers will depend on their Performance)
What I Have Learned
(Use of Rubric)
Answer Key
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Assessment
I. II.
1. True 1. POSTURE
2. False 2. SINCERITY
3. False 3. ATTENTIVENESS
4. TrUe 4. SMILE
5. True 5. ATTITUDE
6.DEMEANOR
7. CONFIDENCE
8. INFORMATIVE
9. GOOD LISTENER
10. FRIENDLINESS
Additional Activity
Answers may vary
What I Can Do
1. Message
2. Distinctly
3. Tone
4. Mumble
5. Etiquette
6. Professionalism
7. Daily Lives
8. Advent
9. Telephone
10. Thought
References

Body Shop Business, March 2007, Newsletter.

Borg, John. Body Language; 7 Essay Lessons to Master/Silent Language, Prentice
hall Life, 2008
Communication with Clients – Wendy S. Mayers, (Step-by-Step, Guide to Diagnosis
and Treatment) 2014, Educational Concept
Lifestyle wellness Coaching (2nd edition), James Gavin and Madeleine Mcbrearty,
copyright 2013
For inquiries or feedback, please write or call:

Department of Education – Schools Division of Negros Oriental

Kagawasan, Avenue, Daro, Dumaguete City, Negros Oriental

Tel #: (035) 225 2376 / 541 1117

Email Address: negros.oriental@deped.gov.ph
Website: lrmds.depednodis.net