Module 2: Interpersonal Communication
“Sa komunikasyon mahalaga ang unang impresyon”
The first impression you give is important in communication.
SESSION 1: LISTENING AND SPEAKING EFFECTIVELY
Activity 1: Introductory Activity & Learner’s Reflection
Welcome to Module 2, which is about Interpersonal Communications. Before we proceed
to this module, let us have a review of the previous module. Write five ideas that you can recall
about the types of important values and skills, how to set and reach goals, and different ways
people learn.
_____________________________________________________________________________________
1
_____________________________________________________________________________________
__________________________
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).
What does it mean?
_____________________________________________________________________________________
____________________________________________________________________________
In your own words, how do you relate this proverb to yourself? Can you recall your first impression
situation with someone else? Do you think the way you talk with your listener is important? Why?
_____________________________________________________________________________________
_____________________________________________________________________________
This module will focus on communication skills at work, what do you think is the relevance between
the proverb and the importance of communication skills at work. How does it relate to your real life
situation?
_________________________________________________________________________________
_________________________________________________________________________
“I hear you, but I’m not listening”. Ask your mother, father, sister, brother or your friend if they
have experienced a situation where they are talking to someone who seemed to be listening to
them but when they ask if they understood what they are saying it turns out that they are not
listening. How did they feel about it? Is this a good or bad thing to do? Why?
_________________________________________________________________________________
__________________________________________________________________________
2
Learners’ Reflection
Using and understanding non-verbal
Using a variety of strategies to listen communication cues / Paggamit at
carefully to others / Paggamit ng pag-unawa ng mga kilos na
iba’t-ibang istratehiya para makinig nagpapahiwatig ng pakikipag-usap.
nang mabuti sa iba.
Asking questions of others
when I do not understand /
Paghingi ng tulong sa iba Speaking clearly and effectively
kung merong hindi in front of individuals or
naintindihan groups /Pagsasalita nang 3
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.
Activity 2: Non-Verbal Communication
4
5
Activity 3: Effective Listening
Omar is a front desk worker at Lantaka Hotel. He is responsible for checking guests in, answering
the phone, and responding to the needs of hotel guests. He and his sister Sitti have been having
some misunderstanding lately so he has been distracted at work. An angry guest from room 202
comes to the desk to complain about dirty sheets. While the guest was complaining, Omar’s mobile
phone rings.
It was his sister. He asks the guest to wait for a minute but he ends up getting into a heated
discussion with Sitti. The guest becomes annoyed and says she is going to go out and expects clean
6
sheets by the time she returns in her hotel room. Omar nods his head in agreement and says, “No
problem, it will be taken care of”. He continues with his phone conversation and he is quite upset
when he gets off. Things start to get busy at the hotel -‐‐the hotel phone keeps ringing and a
busload of guests arrives to check-in. The guest from room 202 returns, gets her key and within
minutes she went down in the lobby shouting that her dirty sheets have not been replaced.
*What is the scenario all about?
*Can you identify any misunderstanding?
*Why did this situation happen?
*Has a similar situation happened to you? Have you ever not listened to someone who was
speaking to you? Have you experienced speaking and the other person was not listening to you?
What happened?
*If you were one of the characters, what will you do to avoid such a situation?
7
8
9
Activity 4: Effective Speaking
10
11
Activity 5: Choosing a Form of Communication
12
2.3 Three Forms of Workplace Communication: Part 2
13
Activity 6: Self-Assessment of Working in Groups
14
15
Activity 7: Cooperating with Others
16
1. Write your own short statement in the thought bubble.
2. What type of personality do you think Karl has? Was he helping the group make decisions?
Why/why not?
3. What type of personality do you think Dely has? Was she preventing the group from making
progress? How could others encourage this person to contribute to the group?
4. If you were the group leader, and you were responsible for developing the plan, what would you
say?
17
Recognize that individuals making up a team may have different personalities and approaches.
Some examples of individual personalities in this activity are the following:
Group leader: a strong leader tries to speak clearly and listen effectively. The group leader needs to
clearly explain the objectives to the group and keep the group on task. As the person responsible
for developing the plan, the leader tries to involve all in the discussion.
_________________________________________________________________________________
______________________________________________________________________________
Quiet / shy person: has a lot of very good ideas but won’t say anything until someone asks directly.
Who do you think is the shy person in this activity?
_________________________________________________________________________________
____________________________________________________________________________
Domineering person: wants to take over the discussion and lead the group. A domineering person
thinks s/he has all the answers and does not want to waste time having everybody share their
ideas. Who is the domineering person in this activity? How would you handle a domineering
person?
_________________________________________________________________________________
_______________________________________________________________________
Disagreeable person: has a negative attitude and are resistant towards all ideas. Have you
experienced being with a person like Dely in this activity? How did you interact with that person?
_________________________________________________________________________________
__________________________________________________________________________
Encouraging person: makes sure that everybody is heard, regardless of their background or ideas.
Pull group members into the conversation. Can you tell who is the encouraging person in this
activity? Do you consider yourself an encouraging person?
_________________________________________________________________________________
_________________________________________________________________________
Ideas person: gets very excited in the group and loves to brainstorm and share extravagant ideas
that aren’t always realistic. Who is the ideas person in this activity? Would you like an ideas person
to be in your team? Why or why not?_
_________________________________________________________________________________
________________________________________________________________________
18
19
Activity 8: Giving Exceptional Customer Service
20
21
Activity 9: Customer Service and the Role of Word of Mouth
Read the quote and answer the questions below: “It takes much more effort to win a new customer
than to maintain a relationship with an existing one.”1
Why do you think good customer service may be that important for a business?
_________________________________________________________________
_________________________________________________________________
What role do you think word of mouth can play in your business?
________________________________________________________________
_________________________________________________________________
Read these scenarios one at a time. Allowing time for the persons on your right and on your left to
decide whether to start tapping shoulders (left) or stomping feet (right):
Sandra: 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. (Positive experience)
Jose: 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. (Negative experience)
Fatima: I went to get my hair trimmed. While I was waiting, hairdressers were arguing with one
another and taking scissors from each other’s stations without asking for them. I was
uncomfortable and left. (Negative experience)
Abdul: 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.
(Positive experience)
22
23
Activity 10: Observing Communication in the Workplace
A Workplace Observation is when you go to “look and see” at a workplace for a short time, 20 – 40
minutes.
The aim is to see different jobs and work environments, different forms of communication, and
customer service behaviors.
Observations in public spaces. You can do this on your way home at a public space such as a café,
bank, hospital, construction site or store. These locations should not require you to ask for
permission.
Asking permission. You can also conduct an observation after asking for permission. This approach
will be needed at places that require access into a workplace, where you can stand out of the way
24
in a space that does not require safety clothing. Examples of these situations include a car repair
workshop, panel beating workshop, or inside a restaurant kitchen.
Building relationships. By doing observations, you start to build a relationship with an employer.
This will make it easier to ask to come back for an informational interview or other work immersion
experience.
2.7 Observing Communication in the Workplace
Observation #1 Observation #2
Date: Date:
Information about the
business:
1. What is the name of the
business?
2. What type of business is it?
3. What products or services
does the business offer?
4. What jobs did you observe?
What did they do and what
equipment did they use?
Communication:
5. What forms of
communication did you see?
6. How did the supervisor
communicate with the
employees?
Customer Service:
7. Describe any good customer
service you saw.
Main Equipment Observed:
9. List and explain some of the
main equipment you saw?
Include anything used with
customers such as cash
registers, credit card
machines, etc.
Dress Code:
10. What do you notice about
how the workers are dressed?
Possible Work Experience
Opportunities:
11. Do you think there might
be work experience or
internship opportunities here?
25
Why?
Manager or Supervisor’s
Name:
12. List here if you were able
to get this information
What forms of communication did you see?
How did the staff communicate with each other?
How did the staff communicate with their customers?
Describe any good customer service you saw.
Describe any bad customer service you saw.
Activity 11: Module 2 Review and Application Objectives :
26
Let’s Apply!
Engage your family members in debate! Follow these set of instructions carefully.
1. Select at least 2 family members to join your debate activity as there are three main roles:
a. Speaker 1: affirmative stand
b. Speaker 2: opposition stand
c. Facilitator
2. Take the role of one speaker. It does not matter if it is the affirmative or opposition stand.
3. Below are some suggestions of topics for debate, but you may come up with your own. Choose a
topic that is relevant to your family’s concerns.
Same sex marriage should be legal in the Philippines.
The affirmative speaker presents arguments to support the statement.
(e.g. Same sex marriage should be legal in the Philippines because … reason #1, reason #2, reason
#3)
The opposition speaker presents arguments opposing the statement.
27
(e.g. statement: Same sex marriage should NOT be legal in the Philippines because… reason #1,
reason #2, reason #3)
NOTE: There cannot be any interruptions. Speakers must wait for their turn. The facilitator
should enforce the rules.
5-MINUTE RECESS to allow both speakers to prepare their rebuttals.
The affirmative speaker presents further arguments in support of the statement and provides
rebuttals to the arguments raised by the opposition speaker.
(e.g. Furthermore, same sex marriage should be legal in the Philippines because of reason #4 and
reason #5. To answer your earlier arguments… answer reason #1, #2, and #3 of opposing speaker.
The opposition speaker presents further arguments against the statement and provides
rebuttals to the arguments raised by the affirmative speaker.
(e.g. Furthermore, same sex marriage should NOT be legal in the Philippines because of reason #4
and reason #5. To answer your earlier arguments… answer reason #4 and #5 of opposing speaker.
28
