Quarter 2 Voice in Communication Week 1-2 Self-Learning Module PDF

# Technology & Livelihood Education (LE) ## ICT- Contact Center Services ### **Quarter 2 - Week 1-2** - **Technical-Vocational Livelihood - Grade 11** - **Self-Learning Module** - **Week #1-2 - Module # 1-2** - **First Edition, 2020** ### **Development Team of the Module** | Role | Name...

# Technology & Livelihood Education (LE) ## ICT- Contact Center Services ### **Quarter 2 - Week 1-2** - **Technical-Vocational Livelihood - Grade 11** - **Self-Learning Module** - **Week #1-2 - Module # 1-2** - **First Edition, 2020** ### **Development Team of the Module** | Role | Name | Designation | |:-------------|:-------------------------|:---------------------------------| | Writers | Vonn Clyde C. Nuñez | | | Editor | Mercedita Sumalinog | District 8 Editor 2, Designation | | Reviewers | Reynold Q. Velos | EPSVR, EPP/TLE/TVL | | Illustrator | Mar Onell C. Booc | Teacher II | | Layout Artist | Mar Onell C. Booc | Designation | ### **Management Team** | Role | Name | Designation | |:-------------------------------|:-----------------------------------|:-----------------------------| | Schools Division Superintendent | Dr. Wilfreda D. Bongalos CESO V | | | Assistant Schools Div. Superintendent | Dr. Marcelita S. Dignos CESO VI | | | Chief Education Supervisor, CID | Dr. Oliver M. Tuburan | | | Education Program Supervisor, LRMDS | Mrs. Teresita A. Bandolon | | | Education Program Supervisor, TLE | Reynold Q. Velos | | ### **Department of Education – Regional Office 7** - **DepED-Division of Lapu-Lapu City** - **Office Address:** B. M. Dimataga Street, Poblacion, Lapu-Lapu City - **Telefax:** (032) 340 7887 - **E-mail Address:** [email protected] ### **Property of DepED -Division of Lapu-Lapu City | www.depedlapulapu.net.ph | (032) 340 -7354** ### **Introductory Message** #### **For the facilitator:** Welcome to the (Contact Center Services) Self-Learning Module on (Voice in Communication)! This module was collaboratively designed, developed and reviewed by educators both from public and private institutions to assist you, the teacher or facilitator in helping the learners meet the standards set by the K to 12 Curriculum while overcoming their personal, social and economic constraints in schooling. This learning resource hopes to engage the learners into guided and independent learning activities at their own pace and time. Furthermore, this also aims to help learners acquire the needed 21st century skills while taking into consideration their needs and circumstances. As a facilitator, you are expected to orient the learners on how to use this module. You also need to keep track of the learners' progress while allowing them to manage their own learning. Furthermore, you are expected to encourage and assist the learners as they do the tasks included in the module. #### **For the learner:** Welcome to the Technical - Vocational-Livelihood 11 Self-Learning Module on (Voice in Communication) The hand is one of the most symbolized part of the human body. It is often used to depict skill, action and purpose. Through our hands we may learn, create and accomplish. Hence, the hand in this learning resource signifies that you as a learner is capable and empowered to successfully achieve the relevant competencies and skills at your own pace and time. Your academic success lies in your own hands! This module was designed to provide you with fun and meaningful opportunities for guided and independent learning at your own pace and time. You will be enabled to process the contents of the learning resource while being an active learner. ### **How to Use the Module** The following are some reminders in using this module: 1. Use the module with care. Do not put unnecessary mark/s on any part of the module. Use a separate sheet of paper in answering the exercises. 2. Don't forget to answer What I Know before moving on to the other activities included in the module. 3. Read the instruction carefully before tackling each 4. Observe honesty and integrity in doing the tasks and checking your answers. 5. Finish the task at hand before proceeding to the 6. Return this module to your teacher/facilitator once you are through with it. If you encounter any difficulty in answering in this module, do not hesitate to consult your teacher or facilitator. Always bear in mind that you are not alone. We hope that through this material, you will experience meaningful learning and gain deep understanding of the relevant competencies you do it! ## **Lesson 1 and 2 – VOICE IN COMMUNICATION** ### **What I Need to Know** This will give you an idea of the skills or competencies you are expected to learn in the module. This lesson is designed and written with you in mind. It helps you to explore the context of Voice. The scope of this module covers different learning activities as a learning support to strengthen your understanding on this lesson. The words used are in the students' level and arranged logically to the standard sequence of the course. At the end of this module, you should be able to: **Content Standards:** - Demonstrate an understanding of concepts and principles in communicating effectively in English. **Performance Standards:** - The learners shall be able to demonstrate the proper skills of communicating effectively in the English language in accordance with company policies. **Learning Competency:** - Identify the importance of voice and accent in the contact center industry - Use correct vocal techniques to enhance message reception ### **What I Know** This part includes an activity that aims to check what you already know about the lesson to take. If you get all the answers correctly (100%), you may decide to skip this module. **Pre-Test 3.1 Directions.** Identify the concept applied in the following situation. | | Concept | |:--:|:--:| | 1 | Carl has 120 words per minute recorded during the conversational test. | **Rate** | | 2 | Thrisha talks to her boss with a voice that is professional yet empowering. | **Tone**| | 3 | Julie protected her voice since it is her very emblem as a call center agent. | **Voice** | | 4 | Glyzel cannot properly hear the voice of the customer since it is so soft. | **Volume** | | 5 | Armel calls with a high voice his workmate since the office is noisy. | **Pitch** | **DepED-Division of Lapu-Lapu City** **Refer to Answer Key** **TLE/TVE/TVL** ### **What's In** This is a brief drill or review to help you link the current lesson with the previous one. **Directions.** Read the following sentence based on the suggested emoticons. Then, answer the questions that follow. <br> - Thank you for calling GFRT. <br> - Please wait a moment while I transfer your call. <br> - Press 1 if you wish to talk to our customer representative. 1. Why do you think it is good to have proper emotion while reading the sentences? 2. What happen to the message if you read fast, slow, too loud, or too soft? **- Icon Source:** Flores, Gerald Niel C (2020) **TLE/TVL 9/11 Specialization–Contact Center Services 2** **DepED-Division of Lapu-Lapu City** ### **What's New** In this portion, the new lesson will be introduced to you in various ways; a story, a song, a poem, a problem opener, an activity or a situation. **Directions.** Read the poem carefully. Then, answer the questions that follow. When I am an old woman I shall wear purple With a red hat which doesn't go, and doesn't suit me. And I shall spend my pension on brandy and summer gloves And satin sandals, and say we've no money for butter. I shall sit down on the pavement when I'm tired And gobble up samples in shops and press alarm bells And run my stick along the public railings And make up for the sobriety of my youth. I shall go out in my slippers in the rain And pick flowers in other people's gardens And learn to spit. You can wear terrible shirts and grow more fat And eat three pounds of sausages at a go Or only bread and pickle for a week And hoard pens and pencils and beermats and things in boxes. But now we must have clothes that keep us dry And pay our rent and not swear in the street And set a good example for the children. We must have friends to dinner and read the papers. But maybe I ought to practise a little now? So people who know me are not too shocked and surprised When suddenly I am old, and start to wear purple. **Jenny Joseph** **from Selected Poems (Bloodaxe, 1992)** **(Joseph 2020)** **Processing Questions:** 1. What is the tone of the poem? Is she joyful? Too formal? 2. Does the poem dictate the tone or does the tone dictate the poem? Why do you think so? **TLE/TVL 9/11 Specialization-Contact Center Services 3** **DepED-Division of Lapu-Lapu City** ### **What Is It** This section provides a brief discussion of the lesson. This aims to help you discover and understand new concepts and skills. **Voice** is one of the important assets as a customer service representative. To have a successful transaction, he needs to consider his voice. A good customer representative shows the ability to talk to their customers properly by using the right **tone**, **pitch**, **rate**, and **volume** since most of the calls happen over the telephone or cellular phones. To guarantee successful communication, Dr. Albert Mehrabian, a UCLA profesor, introduced a 7-38-55 % rule. A successful communication attained with 7 % spoken words, 38% voice, tone, and 55 % body language. So, nonverbal cues play a vital role in communication. As a customer service representative, you should harness this to become a successful agent. Let us explore tone, pitch, rate, and volume through these definitions: <br>  <br> - **Tone:** how you speak. Example: angry, informal, - **Pitch:** the rise and fall of voice. Example: High (angry), Low pitch - **Rate:** words spoken per (pacing). Example: fast (anger/disinterest) - **Volume:** loudness or quietness. If place is large (loud), If place is small (quiet) **Tone of Voice** Remember that you are answering the phone, so your voice contributes a lot during the conversation. Imagine you are a customer, and you listen to an agent that is rude or doesn't listen to that person instead you wish that the transaction over soon. As a result, the reputation of the company is at stake. **Improving Tone of Voice** 1. **Be positive at the beginning of the call** The moment you pick up the telephone, you should answer the customer with warm greetings. This act will build a positive vibe during the conversation. Example: Good Day! My name is \_\_\_\_ and I am calling from Cancetex! Now, practice this line using a welcoming tone. 2. **Give a sincere apology** Remember, customers, are always right. Even if they are so annoyed and they yelled at you. Remember to remain to compose. Meaning, stop defending yourself that it is not your fault. You need to understand the customer by showing to them that you understand what they feel. You need to show to them that their interest is your top priority. Giving sorry even if it is not your fault does not make you less instead you are showing your sympathy over the situation! Now, let us practice! Example: My apologies for the delay with our courier, Ma'am. May I have your tracking number so I can check it in our system? (Izuora 2020) 3. **Remain calm** In a situation that you feel you are attacked and you wanted to defend yourself, you need to stay calm. Customers can feel that you are defending because you are not using the appropriate tone. If you wanted to explain yourself then you are making the situation worse. If you meet this situation towards your customers, you should be a nice listener. Take a deep breath, show your interest that you understand the situation, and learn to control your emotion. Now, let us practice! Imagine you talk with an annoyed customer. Read this line and stay calm. Example: My apologies that the courier failed to contact you regarding the longer delivery time. You may visit the merchant site and enter your tracking number below on our website. This will help you to know about your transaction. More on that, I will take some notes here regarding the concern so that our production department will respond to this matter. **Note!** The tone of the voice matters. This will help the conversation to have a smooth deal of the topic. ### **Volume of Voice** What a tough situation where a customer is speaking loudly and you wanted to raise your voice but you are afraid you will be misinterpreted by your customer so you decided to refrain from it. Go back to the poem. Which part of the poem needs a loud voice while reading? Which part needs to be quiet? Do we need to vary the volume of our voices in each line? Why do we need to vary it? How will you read these lines? a. Her grandfather died this morning. b. I want a new cellphone. In science, Amplitude is the strength of the wave signal. higher the amplitude interpreted as high volume and the lower the amplitude interpreted as low or quiet volume (Lumen Learning 2012). **Steps to do in considering appropriate volume:** - **Is the conversation confidential**, make someone feel uncomfortable or the information is private matters? >If yes, you should speak quietly. You need to be more attentive over the matter in which customers appreciate the act. - **Is the customer asking for clarification or they have a hard time hearing what you are saying?** >If yes, you should match the customer's volume. **Tip:** If the customer is raising their voice, you should maintain the volume of your voice. Never raise your voice! ### **Rate of Voice** Read the lines below in three different styles (finish it in 15 seconds, 30 seconds, and one minute). Let's do it! "Good day, my name is \_\_\_\_\_ and I am calling from Solar Institute. You recently registered for our sales program. I would like your expectations of the program you are joining. What are your preparations?” Now, read again the lines but you need to count all the words you finish in 15 seconds, 30 seconds, and one minute. How was it? Do you feel breathless because it is too fast? How about a longer time? Is it too slow? A fast pace and a slow pace of conversation have different effects on the listener. A fast talker gives bewilderment to the listener and cannot understand your message. On the other hand, a slow talker seems boring and makes listeners disinterested. This concept is called **rate**. This is calculated on the number of words per minute. The ideal rate of speech is 130-170 words per minute (Neetu 2017). Here are the suggested techniques for your pacing of words - If you speak fast, pause, and emphasize words. You need to stop if you see a period or short pause if there is a comma. If you want to emphasize a certain word because you think that is important for the listener to get then clearly pronounce the word so that this will emphasize. If you speak too slow, you should be careful about how long you pause. Most likely you need to pause for a second if you see a comma or two-three seconds if you see a period. Do not pause now and then. Practice the suggested steps in these lines: Good day, my name is \_\_\_\_\_ and I am from Moon Life Health Insurance. You recently completed the monthly contribution to your health insurance. I would like to know if you are interested in avail of our other insurance on a long-term basis like life insurance? (listen to your customer) I am glad you are interested to know the details of the life insurance. I also want to use this opportunity to inform you that as a member of health insurance you are entitled to a free health check-up to our partner clinics and hospitals. If you wish to avail, I am happy to assist you in our online registration to make your account active for fast transaction. (listen) Thank you for your time, Ma'am. Have a good day! ### **Pitch of Voice** The pitch of the voice is low and the high of voice. Like the musical notes, there is a high and low placement of each tone. Pitch refers to the frequency of the sound waves in the vocal folds. A high pitch means a fast vibration while a low pitch means a slower vibration (Lumen Learning 2012). **Pitch Changes** <br>  <br> - **Rising Intonation** (pitch rises) - **Falling Intonation** (pitch falls) - **Dipping Intonation** (falls, then rises) - **Peaking Intonation** (rises, then falls) **Lets practice!** 1. He’s coming \_\_\_\_\_ soon! 2. Good \_\_\_\_\_ morning! See how the pitch creates different meanings. As a customer representative, avoid monotony, speaking with one pitch. Try to consider a variety of pitch in emphasizing words or an important message you would like to inform your listener. ### **What I Have Learned** This includes questions or blank sentence/paragraph to be filled into process what you learned from the lesson. **Directions.** Rate how to agree or disagree are you on the given statements below about voice in communication. Tick ( / ) the box clearly. | Statements | Agree | Disagree | |:-------------|:------:|:---------:| | One pitch on a conversation sound boring. | | / | | A fast talker gives confusion to the listener. | / | | | When a customer is angry, never loud your voice. | | / | | Tone of a voice changes the meaning of the message you like to express. | / | | ### **What I Can Do** This section provides an activity which will help you transfer your new knowledge or skill into real life situations or concerns. **Directions.** Read the script below. Apply proper voice observing tone, volume, pitch, and rate to have a successful transaction with the customer. Now, practice! Hi, this is \_\_\_\_\_ with Bookkeeping First Company. Can I speak with the CEO or the business owner? (listen) How are you? (listen) We were reaching out to you because we were calling business owners in your area to see if you need help with your financial books or your accounting. ### **What's** This comprises activities for independent practice to solidify your understanding and skills of the topic. You may check the answers to the exercises using the Answer Key at the end of the module. **Directions.** Read the script below. Grab your phone and try recording this. Apply proper voice observing tone, volume, pitch, and rate to have a successful transaction with the customer. Then listen to your recording and answer the questions below. Hi, this is Jessica calling from Winm3dia Inc here in Toronto, I wanted to follow up on my email in regard to our two featured products: The temperature Kiosks and our hand sanitizer Love to set up a discovery call and to see which package best fits for you You can reach me at 647 360 7222 or via email it's [email protected] be safe! change E into 3. Let me spell it for you **-Script Made by Ana Mae Adolfo (2020)** **Processing Questions:** 1. After hearing your voice, what are the things you need to improve? 2. Which part of the script you are having a problem? Why do you think so? 3. During the recording, what element of voice you think is challenging for you to apply in reading the script? How will you improve yourself on this challenge? **TLE/TVL 9/11 Specialization-Contact Center Services 10** **DepED-Division of Lapu-Lapu City** ### **Assessment** This is a task which aims to evaluate your level of mastery in achieving the learning competency. **Directions:** Record the given script below using your cellphone. Apply the proper elements of voice in communication. The rubric on how you will be graded follows. Send your voice records in my Facebook messenger. ### **Script: (DO NOT READ the BOLD text during your recording)** Hello its Jessica, calling from Win M3dia Incorporated Here in Toronto, How are you?(sound cheerful, happy) **IF HE ASKS BACK:** I'm good, thank you for asking I wanted to follow up on our email about our business and covid-19 products like temperature and hand sanitizer kiosks. Listen, we do have a Covid 19 products that I`m not selling anything Did you receive it by the way? **GREAT!** So what product are you most interested in? **If the customer doesn't recognize us** we manufacture kiosks, software, and robotics. We do a lot of work with companies like you, we have what is called a reseller campaign, maybe you have seen us at a trade show, We specialize in the design of interactive digital displays and kiosks while providing custom software. **IF CUSTOMER IS INTERESTED** I would love to set up a quick 15- minute discovery call, with one of our marketing team members or our CEO Antonio Parente a great guy, he'll be happy to answer any of your questions and go over the benefits and also offer you a special price. **REBUTTALS** We have a special right now for 15% off And lease to own for as low as 85 tops $100 per month, per product **I AM REACHING OUT TO SET UP A DISCOVERY CALL TO SHOWCASE TO YOU OUR NEW PRODUCTS AND SOFTWARE** **WE DO A LOT OF WORKS IN YOUR INDUSTRY AND HAVE MANY COMPANIES WHO ARE VERY SUCCESSFUL USING OUR PRODUCTS AND MAKING A LOT OF MONEY** We do a lot of work with companies like you, we have what is called a reseller campaign, maybe you have seen us at a trade show, we specialize in the design of interactive digital displays and kiosks while providing custom software. Our products can be used to help diagnose, screen, control in's & out's, track, interview potential patients, and we see them as a great solution for hospitals, public places, and businesses. State-of-the-art technology with face recognition, sensors, biologically and temperature gauges. There's a lot of benefits, and desired features that our product (temperature at kiosk is offering, that you can see it on our website. Our Non-contact automatic hand sanitizer powered with our BM3 Digital signage software. Added features like touch with engaging software for interactive ads. ### **Rubric** | Criteria | Excellent (10 points) | Very Satisfactory (8 points) | Satisfactory (6 points) | Fairly Satisfactory (4 points) | Needs Improvement (2 points) | |---------|---------------------|------------------------|-------------------|-------------------------|------------------------| | Tone | Applied tone properly in all the sentences | There are 2-5 sentences missed applying proper tone | There are 6-8 sentences missed applying proper tone | 9-12 sentences missed applying proper tone | All sentences have no application of proper tone | | Rate | The pacing is excellent. | Pacing is good and only minor errors are observed. | Pacing is average and few errors are observed. | Minor errors are observed. | Talks so slow or too fast in the entire recording. | | Volume | Volume varies as text changes. | Volume is appropriate and consistent observed | Some parts are a little too soft/too loud | 1-3 sentence applies proper volume only, 2 lines applied proper pitch | Cannot hear properly or it is too loud | | Pitch | Pitch varies with emphasis on proper words. | Applies appropriate pitch type | Some lines do not have the proper pitch | The entire conversation has one pitch only. | | ### **Answer Key** **Week 1-2 Quarter 2** **Pretest** 1. Rate 2. Tone 3. Voice 4. Volume 5. Pitch **TLE/TVL 9/11 Specialization-Contact Center Services 13** **DepED-Division of Lapu-Lapu City** ### **References** - Izuora, Chinazom Elizabeth. 2020. *woculus.* Accessed November 12, 2020. https://www.woculus.com/customer-service-telephone-scripts-tosound-professionals/. - Joseph, Jenny. 2020. *Scottish British Library.* Accessed November 12, 2020. https://www.scottishpoetrylibrary.org.uk/poem/warning/. - 2012. *Lumen Learning.* Accessed November 12, 2020. https://lumen.instructure.com/courses/218897/pages/linkedtext54272?module_item_id=5007142 - Neetu, Ganapathy. 2017. *Conversation Matters.* Accessed November 12, 2020. https://iwishicouldspeaklikethat.wordpress.com/2017/07/25/howyour-voice-contributes-to-your-success-rate-ofspeech/#:~:text=Rate%20of%20speech%20is%20calculated,words%20(Dluga%20n%2C%202012). - Vujasin, Milica. 2020. *paldesk.* Accessed November 12, 2020. https://www.paldesk.com/the-importance-of-tone-of-voice-in-customerservice/#:~:text=The%20ability%20to%20talk%20to,takes%20the%20tone%20of%20voice. - https://znnhs.zdnorte.net/wp-content/uploads/2020/10/Sci10_Q1_W4-1.pdf **TLE/TVL 9/11 Specialization-Contact Center Services 14** **DepED-Division of Lapu-Lapu City**