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    CCS Week 1

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    Sodium Chloride
    This document provides an overview of communication skills and processes relevant for contact center services representatives. It includes two surveys to assess oral and written communication abilities. The surveys cover areas like pronunciation, word stress, grammar, spelling, and ability to write clear paragraphs. The document then presents lessons on analyzing communication processes and pathways. It notes that representatives primarily use oral communication with customers but also communicate orally and in writing with other workplace contacts. Key types of communication include verbal, written, and electronic means.

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    CCS Week 1

    Uploaded by

    Sodium Chloride
    48 views5 pages
    This document provides an overview of communication skills and processes relevant for contact center services representatives. It includes two surveys to assess oral and written communication abilities. The surveys cover areas like pronunciation, word stress, grammar, spelling, and ability to write clear paragraphs. The document then presents lessons on analyzing communication processes and pathways. It notes that representatives primarily use oral communication with customers but also communicate orally and in writing with other workplace contacts. Key types of communication include verbal, written, and electronic means.

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    CCS-WEEK-1

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    This document provides an overview of communication skills and processes relevant for contact center services representatives. It includes two surveys to assess oral and written communication abilities. The surveys cover areas like pronunciation, word stress, grammar, spelling, and ability to write clear paragraphs. The document then presents lessons on analyzing communication processes and pathways. It notes that representatives primarily use oral communication with customers but also communicate orally and in writing with other workplace contacts. Key types of communication include verbal, written, and electronic means.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    48 views5 pages

    CCS Week 1

    Uploaded by

    Sodium Chloride
    This document provides an overview of communication skills and processes relevant for contact center services representatives. It includes two surveys to assess oral and written communication abilities. The surveys cover areas like pronunciation, word stress, grammar, spelling, and ability to write clear paragraphs. The document then presents lessons on analyzing communication processes and pathways. It notes that representatives primarily use oral communication with customers but also communicate orally and in writing with other workplace contacts. Key types of communication include verbal, written, and electronic means.

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

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