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
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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

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2021

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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

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  Understood:
Listen carefully Repeat or rephrase to make things clearer

 Important:
Refer to customer by name Ask open-ended questions to
understand customer’s needs
Show interest in clients need Thank customer for coming

 Comfortable:
Use open body language 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 ___________________________
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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: Check 3 boxes

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?

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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 1 2 3 4
Knowledge, skills and abilities I don’t have I have very I have some I have a lot
any little experience of
experience experience doing this. experience
doing this. doing this 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: Activity 2:
1. ☺ 1. Verbal 11. Written; Electronic
2. ☺ 2. Electronic 12. Electronic
3. ☺ 3. Written; Electronic 13. Electronic
4. ☺ 4. Verbal; Written; Electronic 14. Electronic
5. ☺ 5. Verbal; Electronic 15. Electronic
6. ☺ 6. Verbal 16. Electronic
7. ☺ 7. Verbal; Written; Electronic 17. Electronic
8. Written; Electronic 18. Electronic
9. Written; Electronic 19. Electronic
10. Written; Electronic 20. Electronic

Activity 3:
Learners’ answer may vary reliant on personal views and beliefs as a person.