Name:__________________________________
Name of Teacher:_________________________
Grade and Section:__________
Module Code: Pasay-WM10Q2-W1-D1
DEPARTMENT OF EDUCATION-NATIONAL CAPITAL REGION
SCHOOLS OF DIVISION PASAY
MODULE IN TLE-HE WELLNESS MASSAGE10
Second quarter-WEEK1- DAY 1
Objectives:
Identifying the communication skills
Lesson 2, PROVIDE PRE-SERVICE TO WELLNESS
MASSAGE
1.Scheduling clients
1.1Communication skills
What is a communications skills? are the abilities you use when giving
and receiving different kinds of information . Some examples include
communicating ideas, feelings or what’s happening around you.
Communication skills involve listening, speaking, observing and
empathizing. It is also helpful to understand the differences in how to
communicate through face to face interactions, phone conversations
and digital communications, like email and social media.
Communication Process
It is defines as simply the exchange of messages by human beings. It is the
transmission of ideas from the sender to the receiver through channels.
Communication is not complete if there is no feedback or response from the receiver
back to the sender.
Segments in the Communication Process
The exchange of feelings and attitude in the communication process is known as interpersonal
communication.
- As the communication process continues, it becomes a communication cycle.
Here are 10 key communication skills you might try to strengthen
1.Active listening
- It means paying close attention to the person who is speaking to you.
2.Adapting your communication style to your audience
- Different styles of communications are appropriate in different situations. It is important
to consider your audience and the most effective format to communicate with them
3.Friendliness
- In friendships, characteristics such as honesty and kindness often foster trust and
understanding. The same characteristics are important in workplace relationships.
4.Confidence
- In the workplace, people are more likely to respond to ideas that are presented with
confidence
5.Giving and receiving feed back
- Strong communicator are able to accept critical feedback and provide constructive input
to others.
Reference: LM Wellness Massage g10
www.indeed.com>career-advice
Prepared by: Redesa D. Loterina
Pasay City East High School
6. Volume and clarity
- When you’re speaking, its important to be clear and audible.
7..Empathy
Having empathy means that you can understand and share the emotions of others.
8. Respect
- A key aspect of respect is knowing when to initiate communications and respond.
9. Understanding nonverbal cues
- A great deal of communications through nonverbal cues such as body language, facial
expressions and eye contact.
10. Responsiveness
- Whether you’re returning a phone call or sending a reply to an email
How to improved your communication skills
With experience and practice, you can learn and improve on your
Communication skills. Start by identifying your strengths and then
Practice and develop those areas.
Ask a close friend or colleague for constructive criticism.
Practice improving communication habits.
Attend communication skills workshops or classes
Sick opportunities to communicate.
Communicating effectively in the workplace
Be clear and concise
Assert your self
Be calm and consistent
Use and read body language
Let’s try this!!!
Activity # 1.
B. Direction: Locate the given words in the grid, running in one of eight possible directions
horizontally, vertically, or diagonally.
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Activity # 2 (5 points )
How can you improved your communication skills ?
Answer
I.
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
______________________________________________________
EVALUATION
TRUE OR FALSE
Direction: Write the word TRUE if the statement is correct, write the word FALSE if it is not.
____________1. Communications are not important in giving a client schedule.
____________2. It is the abilities you use when giving and receiving different kinds of
information.
___________3. Communication skills are needed to speak appropriately with a wide
variety of people.
____________4.A good speaker has a good communication skills.
____________5.To improved your communication skills you need to be presentable.
____________6. A communication skills are a set of activities that are ultimately make a
quality public performance.
____________7. Developing strong communication skills becomes one of the leaders top
priorities.
__________ 8. In wellness massage communication skills are not prioritize.
___________ 9. As a massage therapist, it is important to have a good communications
with your client.
___________10. Effective communication are greater workplace relationship.
PERFECT?
CONGRATULATIOS! You may now proceed to the next lesson.
NOT PERFECT!!!! Don’t be sad, you still have a chance!!
Go over your previous topic and review the content.
Name:__________________________________
Grade and Section:__________
Name of Teacher:_________________________
Module Code: Pasay-WM10-Q2-W1-D2
DEPARTMENT OF EDUCATION-NATIONAL CAPITAL REGION
SCHOOLS OF DIVISION PASAY
MODULE IN TLE-HE WELLNESS MASSAGE10
Quarter 2 /Week1 /Day2
Objectives:
Understand the benefits and barriers of communication skills
Lesson 2, PROVIDE PRE-SERVICE TO WELLNESS
MASSAGE
1.Scheduling clients
1.1Communication skills
Let’s know this!!
Communication Barriers
is anything that prevents us from receiving and understanding the messages others use to convey
their information, ideas and thoughts. They can interfere with or block the message you are trying to
send.
1. Perceptual and language differences. Any message which is against their values is not accepted. A
same event may be taken differently by different individuals. Perception is generally how each
individual interprets the world around him. All generally want to receive messages which are
significant to them.
2.Information Overload. Managers are surrounded with a pool of information. It is essential to control
this information flow else theinformation is likely to be misinterpreted or forgotten or overlooked. As a
result communication is less effective.
3. Intention. At times we just not listen, but only hear. For example, a traveler may not pay attention to
one “NO PARKING” sign, but if such sign is put all over the city, he no longer listen to it.
4. Time Pressures. Often in organization the targets have to be achieved within a specified period of
time, the failure of which has adverse consequences. In a haste to meet deadlines, the formal
channels of communication are shortened or messages are partially given, i.e. not completely
transferred. Thus sufficient time should be given for effective communication.
5. Distraction/Noise. Communication is also affected a lot by noise to distractions. Physical
distractions are also there such as, poor lighting, uncomfortable sitting, unhygienic room also affects
communication in a meeting
6. Emotions. While he takes differently if the communicator is happy and jovial, in that case the
message is interpreted to be good and interesting. Emotional state at a time also affects
communication. If the receiver feels that communicator is angry he interprets that the information
being sent is very bad
Reference: LM Wellness Massage
https://www.pcc.edu/climb/
Prepared by:
Mrs. Redesa D. Loterina
Pasay City East High School
Effective communications involves knowing how to listen attentively. It’s the ability to offer empathy,
open-mindedness, and helpful feedback based on what you hear. Also, a friendly demeanor,
confidence, and quality nonverbal communication will also help you, as a manager, develop good
relationships with the members of your team.
Good communication skills can play an important role in nurturing positive work
experiences for your entire team. As people feel listened to and understood by you, you
naturally improve your work environment. If you want to learn more about how to improve
your leadership skills, including your communication strategies
7 Benefits of effective communication
1. Building trust
Effective communication fosters trust with others. Your ability to listen attentively and embrace
different points of view helps others trust that you are making optimal decisions for everyone in the
group. As you serve as a role model, this trust will extend to your team and they will feel as though
they can trust their teammates to fulfill their duties and responsibilities.
2. Preventing or resolving problems
The ability to communicate effectively plays a large role in resolving conflicts and preventing potential
ones from arising. The key is to remain calm, make sure all parties are heard and find a solution that
is ideal for everyone involved.
3. Providing clarity and direction
With effective communication skills, you’re able to deliver clear expectations and objectives for your
team. This involves finding constructive ways to point out when something isn’t working as well as
providing helpful feedback to get people back on track. They will understand their specific tasks and
responsibilities, as well as those of their teammates, which will help eliminate conflicts and confusion.
4. Creates better relationships
Good communication also improves relationships, both with employees and in your personal life with
friends and family members. Listening carefully and offering quality feedback helps people to feel
heard and understood. This, in turn, nurtures mutual respect.
5. Increases engagement
With people feeling more confident in their work and in their understanding of what they need to do,
they become more engaged with their work as a whole. According to a recent study exploring the
psychology of employee engagement, only 15% of adult employees are engaged with their
employers. By prioritizing effective communication, you can increase engagement, and thus boost
satisfaction, among your team members.
6. Improves productivity
When team members understand their roles, the roles of others and your expectations, they can focus
more on their work and less on workplace issues. With effective communication, conflicts are resolved
quickly, employees can better manage their workload and distractions are minimized. These benefits
contribute to greater productivity for you and your team.
7. Promotes team building
With improved communication, team members will be better able to rely on each other. You will not
have one team member feel as though they have to carry the entire group. This improved division of
labor will encourage positive feelings and relationships between the team members, which leads to
improved morale and work experiences.
Let’s try this
Activity # 1
Let me know this! How much you’ve learned from this lesson!!!!
Try it, Answer confidently!!!!
MATCHING TYPE: Match column to Column B
_____1. Any message which is against
their values is not accepted.
______2. Often in organization the
targets have to achieved within a
specified period of time.
______3. The ability to communicate
effectively plays a large role in
resolving conflicts and preventing
potential ones from arising.
______4. Effective communication
fosters trust with others.
______5. Listening carefully and
offering quality feedback helps people
to feel heard and understood.
A. Perceptual and language differences
B. Time pressure
C. Building trust
D. Increases engagement
E. Preventing or resolving problems
F. Distraction/Noise.
ACTIVITY # 2, LOOP A WORD
Direction:Read and analyze the statement carefully and loop the word that corresponds to
your answer.
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1. It is an important part of our daily lives.
2. Communication is also affected a lot of noise to ____________.
3. The managers are surrounded with a pool of information .
4. These benefits contribute to greater productivity for you and your team.
5. This barriers also affects communication.
EVALUATION:
Identification: Identify the essential term or phrase that best describes the statement.
______________1. They will understand their specific tasks and responsibilities, as well as
those of their teammates, which will help eliminate conflicts and confusion.
______________2. This involves finding constructive ways to point out when something isn’t
working as well as providing helpful feedback to get people back on track.
_______________3. These benefits contribute to greater productivity for you and your team.
_______________4. This improved division of labor will encourage positive feelings and
relationships between the team members.
_______________5. Listening carefully and offering quality feedback helps people to feel
heard and understood. This, in turn, nurtures mutual respect.
_______________6. It involves knowing how to listen attentively. It’s the ability to offer
empathy, open-mindedness, and helpful feedback based on what you hear.
_______________7. It can play an important role in nurturing positive work experiences for
your entire team.
______________8. is anything that prevents us from receiving and understanding the
messages others use to convey their information, ideas and thoughts.
9-10 Communication barriers is anything that prevents us from__________
and ______________the messages.
Name:__________________________________
Name of Teacher:_________________________
Grade and Section:__________
Module Code: Pasay-WM10-Q2-W1-D3
DEPARTMENT OF EDUCATION-NATIONAL CAPITAL REGION
SCHOOLS OF DIVISION PASAY
MODULE IN TLE-HE WELLNESS MASSAGE10
Second Quarter-W1-D3
Objectives: Recognize the proper telephone etiquette
1.Schedule clients
1.2 Telephone Etiquette
Let`s Begin!!!!!
TELEPHONE ETIQUETTE
Communication is an important part of our daily lives. Technology has changed a lot of
things, and the advent of telephone and mobile has meant that we put across our ideas and
thoughts without making an eye contact with others.
Phone Etiquette
1. Answer the call within three rings.
2. Immediately introduce yourself.
3. Speak clearly.
4. Only use speakerphone when necessary.
5. Actively listen and take notes.
6. Use proper language.
7. Remain cheerful.
8. Ask before putting someone on hold or transferring a call.
The Dos and Don'ts of Telephone Etiquette
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DO – Smile when you talk to people. ...
DON'T – Be distracted. ...
DO – When you answer the phone, greet the caller warmly and advise
who they are talking to. ...
DON'T – Shout or whisper. ...
DO – Speak clearly. ...
DON'T – Leave the caller on hold for too long. ...
DO – Make the caller feel welcome.
References:
LM-G10 Wellness Massage
https://www.google.com/search?q=telephone+etiquette+for+students&oq=telephone&aqs=chrome.0.69i59l2
j69i57j0i433j0i131i433j0i433j0j0i433.5305j0j7&sourceid=chrome&ie=UTF-8
Prepared by:
Mrs.Redesa D. Loterina
Pasay City East High School
Cell phones- are great—they keep us in touch with friends and family and can be
life savers in an emergency. But they can also be annoying if not used thoughtfully.
Remember, it doesn’t have to be on all the time and you don’t always have to
answer it immediately. Learn to use your phone’s features like silent ring, vibrate
and voicemail to handle the times when your phone would be bothering others if it
rang and you answered it. (By the way, we give this same advice to adults, too!)
Get ready for it..
 Sit up and smile
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Speak clearly and distinctly in a pleasant tone of voice.
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
 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.
Please, 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.
Let’s try this.
Open-Ended Statement
Direction: Complete the open- minded statements below with your perception, opinion on the
concepts on the concepts on Telephone Etiquette.(5 pts.)
Topic: Telephone Etiquette
Before, I thought that
_____________________________________________________________________
_____________________________________________________________________
_________________________________________________________________
But now,______________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_________________________________________________________________
Ican__________________________________________________________________
_________________________________________________________________________________________________________________________________________
Clarity and accuracy of conept:
Grammar and composition:
TOTAL
( 3 points )
(2points )
5 POINTS
I.Activity # 2
1.When putting a caller on hold, what do you need to say or ask?
A. Ask if it is OK to put the caller on hold
B. “I apologize for the inconvenience
C. None of these
D, Would you like to be put on hold?
2.What should you do at the meeting?
A. Keep your phone on
B. Turn off your telephone
C. Use silent or vibrate mode
D. Use it while in the meeting
3. Which of the following is an telephone etiquette?
A. All of these
B. Use the callers’ name
C. Speak clearly with controlled volume and speed
D. Be cheerful when answering the calls
4. When you answer the phone you need to say your name and ...?
A. “Hello!”
B. “How are you today?”
C. The name of your parent
D. The name of the company
5. What is important about your voice?
A. The Volume
B. The Speed
C. The tone
D. All of the above
II.EVALUATION: DIRECTION: State true
or false against the following
statements:
__________1.You should talk on the phone to a professional contact while you are
eating or chewing something
__________2 .It is advised to say pleasantries at the start and end of the call.T
__________3. It is okay to call people at odd hours.F
__________4. Speak clearly and distinctly in a pleasant tone of voice.
__________5. If the caller has reached the wrong person, disregard the call.
__________6. In getting the information of a client, the client will be the one to repeat
their pertinent information.
__________7. When you answer the phone, greet the caller warmly and advise who they
are talking to. ...
__________8. Communication is an important part of our daily lives.
__________9. Proper etiquette on the phone is one of the key to success a business
__________10. Using your friendly manner in answering a phone calls.
Name:__________________________________
Name of Teacher:_________________________
Grade and Section:__________
Module Code: Pasay-10WM-Q2-W1-D4
DEPARTMENT OF EDUCATION-NATIONAL CAPITAL REGION
SCHOOLS OF DIVISION PASAY
MODULE IN TLE-HE WELLNESS MASSAGE10
Second Quarter-W1-D4
Objectives Recognize the proper telephone etiquette
Content: Provide Pre-Service to Wellness Massage Client/s
1.Schedule Client
1.1TelephoneEtiquette
Taking Messages
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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 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?
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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 first time customers call before coming into your practice
It is often said that 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.
That customers may have already been interacting with their telephone key pad, and prerecorded messages, so some of the initial impression may be out of the hands of your agents.
Remember that you may be the first and only contact a person may have in your practice, and
that first impression will stay with the caller long after the call is completed.
So the key moment is when the speaking starts. Engage the caller and get them on your side.
You need to lay the groundwork even before you pick up the phone
Reference: LM Wellness Massage G10
Prepared by: Mrs. Redesa D. Loterina
Pasay City East High School
How to End 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 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 SincerityGood Listener Greeting
Friendliness
*Pleasantness
*Confidence
*Recall ability
*Informative
*Courteousness
*Rate of
Speech
*Attentiveness
*Vocal
tone
*Articulate
*Demeanor
*Attitude
*Helpfulness
*Responsiveness
*Smile
ACTIVITY # 1


LET’S SEE HOW MUCH YOU LEARNED
WORD SEARCH
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ACTTIVITY 2
DIRECTION: List down five (5) importance of telephone etiquette
1.
2.
3.
4.
5.
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4.
5.
II.EVALUATION: DIRECTIONS: Write TRUE if the statement is correct and FALSE if the
statement is wrong.
__________1. A customer‘s first impression of your practice is formed during the first few seconds of
contact over the phone or in person.
__________2. When taking up a messages be sure to ask their payments for the treatment.
__________3. Whether answering the phone or making phone calls, using the proper etiquette is a
must in order to maintain a certain level of professionalism.
__________4. More than 100% of your first time customers call before coming into your practice
__________5. Leave your callers if they insists you to make them priority.
__________6. The telephone conversations need to ends gracefully
__________7. As long as you are honest and polite with other person, you should not have any problem
ending a call or moving on to something else.
__________8. In taking up messages, Be sure to fill in the date, time and your initials.
__________9. Proper etiquette leaves callers with a favorable impression of you, your department and
the practice in general.
________10. In taking messages, it is important to prepare all the things needed.