Department of Education

CARAGA Administrative Region

Division of Agusan del Norte
Magallanes District

ALTERNATIVE LEARNING SYSTEM

IMPLEMENTATION OF MYDEV LIFE SKILLS
`

Learning Facilitator HONEY GRACE BUYAN-SALONOY Date: June 10-14, 2019

Community Learning Center Buhang CLC | Milan CLC | Pupotsan CLC

LESSON LOG ON MODULE 2: Interpersonal Communication

OBJECTIVES
Identify and demonstrate non‐ verbal communication
Listen actively and speak appropriately
Identify and practice good customer service skills
SESSION SESSION 2: Cooperating
SESSION 1: Listening & Speaking Effectively SESSION 3: Customer Care
TITLE with Others
OBJECTIVES By the end of By the end of By the end of By the end of By the end of By the end of By the end By the end By the end of By the end of
the activity, the activity, the activity, the activity, the activity, the activity, of the of the the activity, the activity,
participants will participants participants will participants will participants will participants activity, activity, participants participants
be able to: will be able to: be able to: be able to: be able to: will be able participants participants will be able will be able
a. Review the a. Identify and a. Identify a. Identify a. Choose to: will be able will be able to: to:
main concepts demonstrate effective effective when to a. Assess to: to: a. Describe a. State the
of the previous examples of listening skills speaking skills communicate how they a. Recognize a. Share the main topics
module non-verbal & strategies and strategies verbally, tend to work the different prior importance presented
(Personal communication electronically or in groups personalities experiences of customer during the
Development) b. Be aware of in writing. b. Recognize and regarding service for a module
b. Identify the how non- that different approaches customer business b. b. Reflect on
topics that are verbal personalities that service Describe how their
important for communication and individuals b. Identify word of performance
interpersonal impacts the approaches bring to a how our mouth can regarding
communications way we give affect how a group b. needs and travel and listening and
c. Take a and receive group Identify perceptions affect a speaking by
Learner’s information performs its ways on how greatly business, identifying
Reflection to handle affect our positively their
 roles and different satisfaction and strengths,
responsibiliti personalities as negatively challenges
es in a group c. customers and what
Identify and c. Identify they can do
demonstrate ways to give to address
the exceptional their
characteristic customer challenges
s of an service c. Perform a
effective and role-play
cooperative
team
member d.
Value the
importance
of teamwork

TIME 60 minutes 35 minutes 45 minutes 60 minutes 60 minutes 35 minutes 1 hour & 10 1 hr and 10 45 minutes 1 hr 10
REQUIRED min minutes minutes
METHODO- pair share, pair work, role play, pair role play, pair large group self- large group individual Analogy with pair work,
LOGY large group large group work, large work, large discussion, assessment, activity reflection, physical large group
discussion discussion group group discussion independent large group (inner/outer large group movement, discussion,
discussion work discussion circles) and discussion, small group individual
discussion, role play discussion, work
line-up large group
discussion,
role play
CONTENT/ Introductory Non-Verbal Effective Effective Choosing a Self- Cooperating Giving Customer Review and
SUBJECT Activity Communica- Listening Speaking Form of Assessment with Others Exceptional Service and Application
MATTER tion Communication of Working in Customer the Role of
Groups Service Word of
Mouth
REFERENCES MyDEv Life MyDEv Life MyDEv Life MyDEv Life Skills MyDEv Life MyDEv Life MyDEv Life MyDEv Life MyDEv Life MyDEv Life
Skills Skills Skills Skills Skills Skills Skills Skills Skills
MATERIALS * Before the Identify how * Make 3 * Make 3 copies * Handout 2.3: manila manila * Before the flipchart * Paper strips
AND activity, ask for non-verbal copies of of Facilitator Three Forms of paper, paper, activity, ask paper, with the
PREPARA- 2 volunteers to communication Facilitator Tool Tool 2.B and Workplace markers, markers, for markers, statements:
TION prepare a brief plays a role in 2.A: Listening select an Communication tape, key tape, scissor, volunteers small cards, strength,
role play for the next Scenarios and appropriate role paper ball to prepare tape, weakness,
Step 3 (below) topics: select an play to use with * Handout * Handout to perform * Write down learning,
appropriate the participants 2.4: Working 2.5: the scenario the phrase challenge
 * Prepare a listening and role play to use or create a new in Groups Cooperating in Facilitator (Step 1 * Paperballs,
visual with the speaking skills with the one Self- with Others Tool 2.D: below) on box
phrase in Step participants or * Before the Assessment Roles * Role Play manila * Fast music
3 (below) create a new activity, ask for * Make on paper. (mp3,
* 1 paper ball one volunteers for copies and Customer cellphone)
(or another * Before the the role play. cut-out the Service. * Make 1
object that can activity, ask for Give them a roles for all * Make copy per
be tossed from volunteers to copy of the participants copies of participant of
person to prepare the description of from this Trainer the End-of-
person) role play, give the role play and Facilitator Tool as Module
* Review main them a copy of brief them on Tool 2.C: needed. Assessment
concepts from the role play what they will Roles for * Handout
previous and brief them need to do Actors and 2.7: Giving
module on what they * Handout 2.2: Observers Exceptional
* Prepare a will need to do Effective * Handout Customer
manila paper * Handout 2.1: Speaking Skills & 2.6: Service
with the Effective Strategies Elements of
proverb (below) Listening an Effective
to discuss with Observation &
learners. Form Cooperative
* Learners’ Team
Reflection Member
* Review
objectives of
the module
SPRING Welcome Divide Explain to Facilitator Role playing in Introduce Ask 2 Display the To review,
BOARD learners to participants participants introduces a different ways the volunteers following the facilitator
MOTIVA- Module 2 and into 2 groups. that they are message relay of basketball (briefed phrase on introduces an
TION quickly review Ask group 1 to going to game. communicating game. ahead of manila paper energizer –
the main form a circle. observe a 3- time) to and ask The Seven Up
concepts from Ask group 2 to minute role perform the participants game
the previous form a circle play of a scenario in what they
module by around group workplace Facilitator think this
having 1. Participants situation. Tool 2.D: means
participants in the inner Role Play on “It takes
throw a ball or circle should Customer much more
other object to face those in Service. effort to win
one another. the outer a new
The person who circle. “Show customer
catches the ways that you than to
 paper ball, has can maintain a
to mention a communicate relationship
concept or idea how you feel, with an
from the what you existing
previous think, or what one.”
module. you want –
without
talking.”
ACTIVITY Ask participants Using the Ask pre- Ask the class to Ask for Explain to Explain to Ask Form one The class
to think about same group, selected read the examples of participants the participants large circle holds a
the proverb give copies of volunteers to sentence with each of the 3 that they are participants to work in with all debate on an
found at the pictures and role play any correct main ways of going to do a that now pairs. Each participants, issue of their
beginning of let them scenario from pronunciation. communicating group they are pair and you as interest. Ask
Module 2: “Sa identify what Facilitator Tool Process the at work: activity called going to discusses part of the the learners
komunikasyon each facial 2.A: Listening game by asking: 1) Verbal “Pass the participate in their circle. to form three
mahalaga ang expression Scenarios. - What lesson 2) Written Key an activity understandi Explain that groups:
unang means. can we get from 3) Electronic Please”. that will help ng of what you will read Group1 -The
impresyon” the activity? them be a customer a few affirmative
(The first - What will cooperative means. Ask scenarios team, Group
impression you happen if we and effective each pair to that describe 2 opposing
give is don’t speak team player. also share different team, and
important in clearly? Let half of examples of customer Group 3 the
communication) the their experiences audience or
participants experiences and we will observers.
be the as see how the
Actors. The customers message
other half or their travels
will be the experiences around.
Observers. in serving
The customers.
Observers
form a circle
around the
Actors.
ANALYSIS Ask them what Ask “Why do Discuss the Ask participants Review their Debriefing Debriefing Ask Debrief with Focus the
they think is the you think non- role play by when do they responses in a Questions Questions participants: the large discussion on
relevance verbal asking: think they will large group. What is group. a debrief of
between the communication • What is the need to use For each item, important to the types of
proverb and the is important role play all effective invite a you when communicatio
importance of when giving about? speaking skills. participant to: you go out n skills that
 communication information or • Can you a) Explain what to a were
skills at work. when listening identify any it is. restaurant? displayed
How does it to someone? misunderstandi Or Go around What
relate to their ng? the room determines
real life • Why did this so everyone “exceptional
situation? situation shares at service”?
happen? least once. Think about
things such
as cost,
speed of
service,
attitude of
waiter/waitr
ess, taste,
etc.
ABSTRAC- Show the Explain that Explain that Explain to the Explain: Once Explain that Explain : Ask Explain: Members of
TION picture below or “the way we feedback learners the you know what people work Working participants Positive and the audience
a visual with use our body should be importance of you are in different collaborative to form negative should be
this line “I hear can help or given in a focusing on trying to ways in a ly in a group groups of experiences given an
you, but I’m not interfere our positive and speaking. communicate, group. It is requires three travel fast opportunity
listening” communication encouraging Discuss the you need to necessary to people to be people. and they to ask
written in a with others. way, not in a importance of select the best be aware of respectful Each group reach a lot of questions and
manila paper Our body can way that is being present, form of people’s and to be should people to contribute
and ask 2 show if we are judgmental or open and communication different good represent a quickly. their own
volunteers (pre- interested in discouraging. connected to for your styles, and listeners. different thoughts and
briefed) to act what the other those you are message. The that sector – opinions on
out a short person is speaking to both method you depending construction the
scenario saying or in speech and choose can on the task , hospitality arguments
distracted, can body language. make a big at hand, services, presented,
show respect difference in some styles agro-‐ but briefly.
or direspect to how effectively are more processing,
the other you suitable to etc. One
person, and communicate accomplishin person
can give many your message. g a task than should play
more others. It is the role of
messages. We good to have the
do not always a balance of customer,
need to talk in approaches. one should
order to provide the
communicate. service and
 There are the third
other ways to person
send should
messages.” observe.
They should
act out a
scenario
that shows
exceptional
customer
service
using the
suggestions
in Handout
2.7 on how
to meet
customer
needs. The
observer
should also
use
Handout 2.7
to assess if
the business
is meeting
the needs of
the
customer.
APPLICA- Discusses Ask learners to Have you Explain to Have you Discusses Ask learners Pass a Discusses Members of
TION briefly and give examples experienced participants that experienced briefly and to give paper ball briefly and the debate
shares their of non-verbal not listening to they are going writing an shares their examples of around shares their groups may
thoughts on: communication someone to observe a 3- email, sending thoughts on: cooperating asking thoughts on also wish to
1. What does it that they do in speaking? Have minute role play an instant 1. In order to with others learners to 1.Good reflect on
mean to real life you of a workplace message, a accomplish that they do mention one customer their
listen/speak situation. experienced situation. Select text message, the task, the in real life thing to service will performance
effectively? speaking and the role play you make a phone group needs situation. remember lead to and seek
2. How do you the other chose from call, or to work well about how positive feedback
know when you person was not Facilitator Tool write a formal together. to give messages from the
are/are not listening to 2.B and read it letter? What 2. They need exceptional that will audience
being out loud. Then happened? to communi spread out.
 listened to or you? What ask some cate & customer 2.Bad including the
ignored? happened? volunteers (that encourage care. customer facilitator.
3. What do you you pre-selected one another. service will
do when and briefed lead to
speaking to get ahead of time) negative
your point to act out the messages
across? scenario. that will also
4. How do you spread out
speak to an
elder?
Supervisor?
Friend?
Group of
people?
VALUING Why is good (or Can you tell Can you tell Discuss the role Defend: Why is it Customers
effective) the importance the importance play by asking: good to are the heart
communication of knowing of effective • Was the Different cooperate of a business
important and listening? speaker able to personalities with others? because they
in our personal recognizing give a clear will come out bring the
and work lives? non-verbal message? – some profit; they
communication • What are some will want to determine
? effective take over the the success
speaking process, of a
strategies that some will business. We
the speaker want to should pay
used? encourage careful
• What are some others, some attention to
things that the will not say customers.
speaker can use anything at
next time to be all.
a more effective
speaker?
EVALUA- Do Learners’ Act it out the Do Handout Do Handout 2.2: Do Handout Do Handout Do Handout Do Do End-of-
TION Reflection: different facial 2.1: Effective Effective 2.3: Three 2.4: Working 2.5: Facilitator Module
Module 2 expressions in Listening Speaking Skills & Forms of in Groups Cooperating Tool 2.D: Assessment
Interpersonal the picture. Observation Strategies Workplace Self- with Others Role play on Module 2:
Communication Source: Form Communication Assessment Roles Customer Interpersonal
https://www.li , Part 1 and Service Communicati
nkedin.com/pu Part 3 on
lse/201310020
 44532-
4121268-
passion-i-like-
the-way-you-
look
A.
AGREEMENT
VI.
Reflection
A. No. of
learners who
earned 80%
in the
evaluation
B. No of
learners who
require
additional
activities for
remediation
C. Did the
remedial
lessons
work? No. of
leaners who
have caught
up with the
lesson
D. No of
learners who
continue to
require
remediation
E. Which
of my
teaching
strategies
worked
well? Why
did these
work?
F. What
difficulties
did I
encounter
which my
principal or
supervisor
can help me
solve?
G. What
innovation
or localized
materials did
I
use/discover
which I wish
to share
with other
teachers?

Prepared by:

HONEY GRACE BUYAN-SALONOY

ALS Mobile Teacher

Reviewed and checked by:

FLORANTE A. MORE
Public Schools District Supervisor