NAME: ____________________________ DATE: ___________________

CLC: ______________________________ LEVEL: ELEM JHS

Module 2: INTERPERSONAL COMMUNICATION

PRE-TEST
Circle an answer for each statement.
1. Non-verbal communication is a way to communicate using your body, including facial expressions, using hands or
feet, and more.
a) True b) False

2. An effective speaker should be …

a) Respectful b) Concise c) Flexible d) All of the above e) None of the above

3. When your message is simple, but you’re physically separated what form of communication should you use?
a) Written Message c) Electronic Message
b) Verbal Message d) Non-verbal Message

4. What is an example of a verbal message on the following?

a) You prepare handouts for a presentation
b) You use Skype to ask your co-worker a quick question
c) You write a letter inviting people to an event
d) You introduce a new intern to co-workers

5. If you are an effective and cooperative team member in a group you are …
a) Interrupt others to ensure your point is made
b) Encourage others to make contributions
c) Get frustrated when there is too much talk and not enough decisions and action
d) Stay quiet in one side

6. What personality do you possess if you wants to take over the discussion and lead the group?
a) Group leader c) Disagreeable person
b) Domineering person d) Ideas person

7. Working collaboratively in a group requires people to be respectful and to be good listeners.

a) True b) False

8. You provide an Exceptional Customer Service when you …

a) Meets and exceeds the customer’s highest expectations.
b) Anticipates the customer’s needs.
c) Tries to understand what the customer is thinking.
d) All of the above

9. What is an example of a negative experience of a customer in a store or business?

a) I went to the new hair salon and I felt happy as soon as I walked in with everyone smiling at me and being nice,
although I know they work very long hours.
b) I was eager to see the new hair salon, so I went to ask for prices. When the woman working there realized I
just wanted to know the costs, she looked at me disappointed. I did not feel welcomed.
c) I went to have a haircut and there was a long wait, but they gave us tea, magazines to read, and kept us
informed about the wait time. I did not mind waiting because I felt comfortable.
d) All of the above
e) None of the above

10. If a customer is angry, you too should get angry to respond effectively.
a) True b) False

Self-Directed Module 2 – INTERPERSONAL COMMUNICATION

NAME: ____________________________ DATE: ___________________
CLC: _____________________ LEVEL: ELEM JHS

Activity Sheets for Self Directed Module 2

INTERPERSONAL COMMUNICATION

Read the proverb at the beginning of the module and answer the questions.
“The first impression you give is important in communication”
(Sa komunikasyon mahalaga ang unang impresyon).

_________________________________________________________________________________________
_______________________________________________________________________________________________
_______________________________________________________________________________________________
_______________________________________________________________________________________________

SESSION 1 LISTENING AND SPEAKING EFFECTIVELY

PRE: Learners’ Reflection: Module 2 Interpersonal Communication

This is not a test but is a way for us to see what you already know or do not know about the topics. You will read a skill that
is listed in the left column. Think about yourself and your experience. Then read the statements across the top. Check the column that
best represents your situation. The results will help you and the instructor know which topics may require more time, effort and
guidance.
Ang mga katanungan dito ay hindi test. Ito ay isang paraan upang malaman mo ang iyong kaalaman, kasanayan o kakayahan tungkol
sa paksang ito. Basahin mo ang mga kaalaman, kasanayan o kakayahan na nakalista sa kaliwang kolum. Magbalik-tanaw sa iyong
sarili at mga karanasan, basahin ang lahat ng mga pangungusap at i-tsek ang sagot na naaangkop sa iyong sitwasyon. Ang iyong
kasagutan ay magiging gabay mo at ng iyong guro sa pagpapalawak ng iyong kaalaman tungkol sa paksang ito.
1 2 3 4
I don’t have any I have very little I have some I have a lot of
experience experience experience experience
My experience Knowledge, skills and abilities doing this. doing this. doing this. doing this.
Kaalaman, kasanayan at kakayahan Wala akong May kaunting Mayroon akong Marami akong
karanasan sa karanasan ako karanasan sa karanasan sa
paggawa nito sa paggawa paggawa nito paggawa nito
nito.
Using a variety of strategies to listen carefully to others /
Paggamit ng iba’t-ibang istratehiya para makinig nang mabuti
sa iba.
Using and understanding non-verbal communication cues /
Paggamit at pag-unawa ng mga kilos na nagpapahiwatig ng
pakikipag-usap.

Asking questions of others when I do not understand /

Paghingi ng tulong sa iba kung merong hindi naintindihan.

Speaking clearly and effectively in front of individuals or

groups /Pagsasalita nang maliwanag at mabisa sa harapan ng
mga tao o grupo.

Understanding the importance of customer care and service /

Pag-unawa sa kahalagahan ng pag- alaga ng kustomer at
pagbibigay ng kaukulang serbisyo.

Striving to provide exceptional customer service, in person or

on the telephone / Pagsisikap upang makapagbigay ng
pinakamagandang serbisyo sa telepono o personal na
pakikitungo sa tao

Self-Directed Module 2 – INTERPERSONAL COMMUNICATION

1 I need to use positive and constructive words.
2 I always check the mood and attitudes of my listeners.
3 I should always be respectful when I speak to elders, but not so much when I speak to those of a younger age.
4 Honesty is one of the strategies to become an effective speaker.
5 Body language must be observed when speaking.
6 I will speak fast so I can finish early on so I can entertain more questions.
7 I should be clear, brief and direct to the point when speaking.
8 I should know what I want to say in advance and prepare when possible.
9 I will avoid arrogance and maintain confidence when speaking.
10 I will try to avoid respect when I needed to speak direct messages.

Self-Directed Module 2 – INTERPERSONAL COMMUNICATION

Direction: Select on the worksheet on the next page what you think are the top 10 most used forms of
communication at work and give an example of when you may choose to use it in the workplace.

1. _________________________________________________________________________________
2. _________________________________________________________________________________
3. _________________________________________________________________________________
4. _________________________________________________________________________________
5. _________________________________________________________________________________
6. _________________________________________________________________________________
7. _________________________________________________________________________________
8. _________________________________________________________________________________
9. _________________________________________________________________________________
10. _________________________________________________________________________________

Self-Directed Module 2 – INTERPERSONAL COMMUNICATION

 1. You want to solve a problem or make a decision. You sent a long email to your colleague.
Adjectives: Related reactions:

2. Your message is simple, but you’re physically separated. You requested for a conference call.
Adjectives: Related reactions:

3. You want immediate feedback. You walk into the office room of your supervisor.
Adjectives: Related reactions:

4. You need an electronic record. You place a sticky note on the desk of your colleague.
Adjectives: Related reactions:

SESSION 2: COOPERATING WITH OTHERS

Self-Directed Module 2 – INTERPERSONAL COMMUNICATION

SESSION 3: CUSTOMER CARE
What is important to you when you go out to a restaurant? Or shop in a department store?
Your thoughts:

Others answer:

What determines “exceptional service”? Think about things such as cost, speed of service, attitude of
waiter/waitress, taste, sales lady or attendant, etc.
Your thoughts:

Others answer:

Give your thoughts about the following questions. Ask again someone to give their opinion on the question. Then
discuss their difference.
Self-Directed Module 2 – INTERPERSONAL COMMUNICATION
POST: Learners’ Reflection: Module 2 Interpersonal Communication

Remember this? You answered this at the beginning of the module. Answer it again and compare your results
with your previous reflection. Is there a difference?

This is not a test but is a way for us to see what you already know or do not know about the topics. You will read a skill
that is listed in the left column. Think about yourself and your experience. Then read the statements across the top.
Check the column that best represents your situation. The results will help you and the instructor know which topics
may require more time, effort and guidance.

Ang mga katanungan dito ay hindi test. Ito ay isang paraan upang malaman mo ang iyong kaalaman, kasanayan o
kakayahan tungkol sa paksang ito. Basahin mo ang mga kaalaman, kasanayan o kakayahan na nakalista sa kaliwang
kolum. Magbalik-tanaw sa iyong sarili at mga karanasan, basahin ang lahat ng mga pangungusap at i-tsek ang sagot na
naaangkop sa iyong sitwasyon. Ang iyong kasagutan ay magiging gabay mo at ng iyong guro sa pagpapalawak ng iyong
kaalaman tungkol sa paksang ito.

1 2 3 4
I don’t have any I have very little I have some I have a lot of
experience experience experience experience
doing this. doing this. doing this. doing this.
My experience Knowledge, skills and abilities Wala akong May kaunting Mayroon akong Marami akong
Kaalaman, kasanayan at kakayahan karanasan sa karanasan ako karanasan sa karanasan sa
paggawa nito sa paggawa paggawa nito paggawa nito
nito.
Using a variety of strategies to listen carefully
to others / Paggamit ng iba’t-ibang istratehiya
para makinig nang mabuti sa iba.

Using and understanding non-verbal

communication cues / Paggamit at pag-
unawa ng mga kilos na nagpapahiwatig ng
pakikipag-usap.

Asking questions of others when I do not

understand / Paghingi ng tulong sa iba kung
merong hindi naintindihan.

Speaking clearly and effectively in front of

individuals or groups /Pagsasalita nang
maliwanag at mabisa sa harapan ng mga tao
o grupo.

Understanding the importance of customer

care and service / Pag-unawa sa kahalagahan
ng pag- alaga ng kustomer at pagbibigay ng
kaukulang serbisyo.

Striving to provide exceptional customer

service, in person or on the telephone /
Pagsisikap upang makapagbigay ng
pinakamagandang serbisyo sa telepono o
personal na pakikitungo sa tao

Self-Directed Module 2 – INTERPERSONAL COMMUNICATION

NAME: ____________________________ DATE: ___________________
CLC: ______________________________ LEVEL: ELEM JHS

Module 2: INTERPERSONAL COMMUNICATION

POST-TEST

ENCIRCLE THE LETTER OF THE CORRECT ANSWER;

1. When you are discussing an issue at work with a co-worker and she or he is saying something that you do not agree
with, you:
a. Interrupt your co-worker to let him or her know you disagree
b. Shake your head in disagreement to let your co-worker know how you feel
c. Try to think about something else until your co-worker stops talking
d. Are aware of your own feelings but listen to what your co-worker has to say before responding
e. All of the above

2. When someone else is speaking, you should give non-verbal communication cues to show that you understand.
a. True b. False

3. When speaking to a group of people, it is important to:

a. Stay focused on the topic at hand b. Maintain good eye contact
c. Be well informed on the topic d. Present information in a logical, flowing way
e. All of the above

4. When you do not fully understand instructions given to you by your supervisor at work, you:
a. Nod your head in agreement so you do not waste your supervisor’s time
b. Assume you will figure it on your own
c. Ask your supervisor to repeat the instructions so you are clear on what you need to do
d. Ask a co-worker what she or he thinks you are supposed to do
e. All of the above

5. When giving instructions or information to a group of co-workers, you should ask a person to repeat back what you
have said to make sure everyone is clear on the task at hand.
a. True b. False

6. Someone who works well in a team___________.

a. Interrupts only when offering new ideas d. Creates conflict to make the discussion interesting
b. Pays attention only to those who have the same opinions e. All of the above
c. Provides inputs and seeks the ideas of others in the group

7. Good customer service always includes doing what the customer tells you to do.
a. True b. False

8. When dealing with a customer on the telephone:

a. Say the name of the organization and your name when you answer the phone
b. Be polite and courteous
c. Listen well and do not interrupt
d. Record all the necessary information such as person’s name and number, date of call, what the person nee
e. All of the above

9. When dealing with a difficult customer:

a. Ignore the person d. Tell them to please leave
b. Remain calm e. Yell at them so they understand your point of view
c. Tell them you will not talk to them anymore

10. If a customer is angry, you too should get angry to respond effectively.
a. True b. False
Self-Directed Module 2 – INTERPERSONAL COMMUNICATION