COMMUNICATING EFFECTIVELY IN ENGLISH

Contact Center Services industry is the fastest growing industry in the Philippines. The CCS
industry is part of the outsourcing industry where big companies subcontract a part of their
department off-shore. The industry has provided many Filipinos with stable jobs. More so, the
industry has helped in augmenting the economy of the country. It has been forecasted that the
Outsourcing Industry will continue to grow rapidly in the coming years.
According to the British Broadcasting Company, the Philippines outranked India in providing
professionals in CCS in 2012. Currently, the country is still counting on this industry to drive the
formation of new jobs.
Why do Contact Center and Business Process Outsourcing companieschoose the
Philippines? We, Filipinos, have the potentials to develop excellentcommunication skills.
Moreover, we are highly trainable in terms of ourspeaking and listening skills.
his module is carefully designed to develop your communication skillsin English, both written
and spoken media. Included in this module are lessonsabout communication pathways,
elements of communication, barriers tocommunication, oral and listening skills, grammar, writing
skills, voice andaccent, and communication
cues. Achievement of the objectives of this course will make you moremarketable in the field
of Contact Center Services.This module will help students like you develop the skill of
effectivecommunication which is vital in the field of Contact Center Services.To communicate
using words, whether written or spoken, is the primaryresponsibility of a Contact Center Service
provider. It is part of his/her dailytask, whether inbound or outbound. The communication
process is a two-waystreet that entails careful choice of words, proper delivery, and an open
mind.

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 regardingthis lesson. It is important to
identify your strengths and weaknesses incommunicating so that you know where and what to
improve. Answerthe following tests honestly.

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
oft he 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.
1.1 Communication Pathways
More often than not, 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 andsimple).For example:

A. I understand that you lost the receipt but we have to follow thestandard 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 Btransmits 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 Communicate Advantage Disadvantage Oral communication.