FOOD AND BEVERAGES

SERVICES
First Quarter - Module 2
TELEPHONE ETHICS
Front Office Services – Grade 9
Supplementary Learning Material
Quarter 1 – Module 2: Telephone Ethics

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DEVELOPMENT TEAM OF THE MODULE

Writer : MICHELLE L. ESPADILLA
Content Editor : Jenny Bernardino
Language Editor : Alex C. Badion
Layout and Design Editor : Ralph Russel H. Pabilonia
Cover Layout Artist : Nemesio S. Cancan Jr., EDD
MANAGEMENT TEAM
OIC-SDS : Romela M. Cruz, CESE
CID Chief : Alyn G. Mendoza, PhDTE
SGOD Chief : Emma G. Arrubio
EPS-in-Charge : Marife V. Arias
EPS-LRMS : Ruby E. Baniqued, EDD

Department of Education – Schools Division Office, Mandaluyong

Office Address: Calbayog St. Highway Hills, Mandaluyong City
Telephone number:CID- 79552557
E-mail Address:sdo.mandaluyong@deped.gov.ph ● www.depedmandaluyong.org
The following are some reminders in using this module:
1. Handle this module with care. Use a separate sheet in answering the exercises.
2. Read the directions carefully before doing each task.
3. Activities in this module can be done individually or with the help of your
teacher, home learning partner or knowledge source partner.
4. Finish this module for the intended week.
5. Return this module to the authorized person in charge of retrieval.
 1

TLE FBS
9

QUARTER 1 Module No. 2

Topic: Take Table Reservation
Lesson: Telephone Ethics
Objective/s:
a. Recognize the phonetic alphabet
b. Apply telephone ethics in taking table reservation
c. Appreciate telephone ethics in phone conversation

Being an FBS staff may require

you to answer phone queries and
take table reservations. Doing so
needs you to be equipped with
Telephone Ethics. It means you
use the proper manners to
present yourself and the business
you are representing over the
phone.

1. PRETEST

1. When you answer the phone you need to say your name and…?
A. The name of the company
B. "Hello!"
C. "How are you today?"
2. Why are telephone greetings so important?
A. It is the first impression
B. It shows that you are happy
C. It shows that you are polite
3. What is important about your voice?
A. The volume
B. The speed
C. The tone
D. All of the above
4. 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. "Would you like to be put on hold?"
C. "I apologize for the inconvenience"

5. When taking a caller off hold, what should you say?

A. “I apologise for the inconvenience”
B. “Thank you for holding”
C. “I told you it was not going to be long”

MELC Q 1 Week No. 2 Competency Code: TLE_HEFBS912AS-Ia-b-1

Competency/ies: Take table reservations
 2

2. REVIEW

Identify the kind of FBS establishments below.

1. 6.

2. 7.

3. 8.

9.
4.

5. 10.

3. INTRODUCTION

Listen to these two different phone conversations. Take note of how they interact
with each other. Which one do you think showed the best phone practice?

Phone Ethics
Answering a telephone is a big part of the Food industry. Learning this process
as well as the proper manner in taking or making a call is very importhant. The following
are phone etiquettes that we want to observe.

MELC Q 1 Week No. 2 Competency Code: TLE_HEFBS912AS-Ia-b-1

Competency/ies: Take table reservations
 3

• Answer the call within three rings.

• Greet first then immediately introduce yourself and the business
organization/establishment you represent.
• Take permission and be polite.
• Speak clearly. Avoid fillers.
• Make sure that you know the purpose of the call before you call, and you get the
purpose of the call when answering a call.
• Only use speakerphone when necessary.
• Actively listen and take notes.
• Take accurate messages. Use phonetic alphabet to ensure correct spelling of the
information.
• Use proper language.
• Remain cheerful. Smile through the phone.
• Ask before putting someone on hold or transferring a call.
• Be honest if you don't know the answer.
• Be mindful of your volume.
• Give the caller your undivided attention.
• Summarize and paraphrase
• Leave a good last impression
• Check for and respond to voicemails.

Phonetic Alphabet also known as spelling alphabet or NATO alphabet is widely used in
police and military communications. In usual setting, it is used by customer service telephone
staff to ensure the proper spelling of words and abbreviations.

MELC Q 1 Week No. 2 Competency Code: TLE_HEFBS912AS-Ia-b-1

Competency/ies: Take table reservations
 4
4. ACTIVITIES

ACTIVITY NO.1

Work with a partner. The first student will give a difficult name while the other student
will use. Use phonetic alphabet to check whether he gets the proper spelling of the name.

ACTIVITY NO.2

Record taking table reservation with a classmate over the phone in a restaurant. Each
of you will take turns as a guest/caller and FBS Staff. Observe proper phone etiquettes and use
phonetic alphabets when not sure about the information being exchanged. Send the recording
to the teacher.

5. CHECK YOUR UNDERSTANDING

Essay. Answer the following questions in one paragraph. Did your idea of calling and
taking call change after learning the Phone ethics? Will this change your way of handling phone
calls from now on? What will you particularly change?

6. POSTTEST

1. Who should end the phone call first?

A. The person who answered
B. The person who called
C. It doesn’t matter
2. What item(s) listed below are considered OK while answering the phone?
A. Chewing gum
B. Listening to the low music in the background
C. Smoking
D. You shouldn't have any distractions of any kind
3. Besides having a paper and pencil ready, why would you ask the caller for their phone
number?
A. In case the call gets disconnected
B. To show the caller you are polite and considerate
C. In case the caller is rude. This way you can call him back
4. What is true of the last part of a table reservation conversation?
A. Bid the caller goodbye and say “Have a nice day”
B. Say thank you and then put off the call
C. Say that her/his voice is so good to the ears
5. You are having a conversation with your colleague and the phone rings. What will you do?
A. Get the caller’s phone number and call him / her back.
B. Tell your colleague to wait.
C. Answer the phone and put the caller on hold.

References:
Cornell, Daryl Ace V. and Abellana, Ephraim Jose L. A Concise Guide in Food and Beverage
Services Procedures (2nd edition) 2015

Basbas, Leonora D. Food and Beverage Services (1st edition) 2017

https://www.publicdomainpictures.net/en/view-
image.php?image=260372&picture=restaurant-reservation-food
https://www.yumpu.com/en/document/view/49160538/phonetic-alphabet-activity-mfb-
kidzone
https://www.proprofs.com/quiz-school/story.php?title=telephone-etiquette_1
https://blog.hubspot.com/service/phone-etiquette

MELC Q 1 Week No. 2 Competency Code: TLE_HEFBS912AS-Ia-b-1

Competency/ies: Take table reservations
For inquiries or feedback, please write or call:

Department of Education – Schools Division Office-

Mandaluyong

Calbayog Street, Highway Hills, Mandaluyong City 1500

Telefax: (632) 79552557

Email Address: sdo.mandaluyong@deped.gov.ph

●www.depedmandaluyong.org