PART III - Communicating Effectively in English

ICT: Contact Center Services memos, proposals, training manuals, company policies, ELEMENTS OF COMMUNICATION
Part III - COMMUNICATING EFFECTIVELY IN and letters.

ENGLISH
Oral communication occurs in telephone calls. Call
Why do Contact Center and Business Process handling skills are the skills that you have to possess to
Outsourcing companies choose the Philippines? be part of the Contact Center Service industry.
o Analyze Communication Process E-mails and other electronic methods of sending

There are several ways to communicate and share message can be classified under written communication.
information and message nowadays.
With the advent of technology, communication is not An E-mail is the inter-office and inter-organization mail
only limited to verbal and written way. One may also system. It is a system of worldwide electronic
send a message through electronic methods such as communication in which a computer user can compose a
e-mail, chat, and the like. message at one terminal that can be regenerated at the The communication process has the following elements:
recipient’s terminal. o Message
o Communication Pathways o Sender
Verbal communication in this industry may occur in Ways to o Transmission medium
Advantage Disadvantage
phone or in person. In this type of communication, Communicate o Recipient
the message is transmitted verbally. Hence, it is Speaker is o Noise
important to remember the acronym. usually unable o Context
Oral Brings quick to process ……….
KISS (Keep it short and simple). communication feedback message before
speaking 1. Message
For example:
Does not bring - Message is the most essential part of the
A. I understand that you lost the receipt but we Instant communication process.
Messages can
have to follow the standard procedure feedback - A message may come in different forms such as a
be edited
regarding return of items without receipt. Written Takes time to letter, a phone call, a video presentation, an email,
before sending
communication prepare and or a face-to-face interaction.
Can be saved
B. I understand your concern. However, we have requires writing - Therefore, the sender should carefully craft his/her
for later study
procedures to follow regarding the matter. ability message using good grammar and proper choice of
words.
Statements A and B contain the same message. Relies on good
Disregards the
However, statement B transmits the message in a Electronic internet Example:
aspect of
simpler yet more concise way. communication connection  an order
distance
 your new schedule
…..  a co-worker’s request
Verbal communication may either be oral or written.
Written communication is also a common form of

communication. These are printed messages such as
2. Sender - Noise, sometimes called interference, may change Activity:
the meaning of the message sent. Most of the time,
- The sender initiates the communication. message is not received exactly the way the sender INSTRUCTION: Read each sentence. Record your
- He/she decides what message to send and in what intends it to be. voice while reading. Send your output through
medium the message will be sent. It is the job of the - Noise can either be internal or external.
Personal Message (PM) “Messenger”
sender to encode the message.
- In doing so, the sender should always keep in mind External noise refers to the physical environment
an understanding of who the receiver is to make the which includes physiological condition while
information more relevant and appropriate. 1) Thank you for calling Send service.
Internal noise includes psychological noise.
2) This is (your name, first name only)
Example:
 the client or customer placing an order An example of psychological noise is a divided 3) How may I help you?
 your supervisor giving a memo attention of a recipient.
 your co-worker sending an email 4) Have I addressed all of your concerns for
Example: today?
3. Transmission medium  loud music from the radio (external)
 on-going construction outside the office 5) Let me thank you for calling Send services.
- Transmission medium is the immediate form in (external)
which the message is being communicated.  an agent is hungry (external) Have a great day.
- Message may be communicated in the form of a  an agent is thinking of her sick puppy while
letter, a voice call, or an e-mail. on a call (internal)
 an interviewee who has low self-esteem
Example: (internal)
 a phone call
 a memo
 an e-mail
6. Context
4. Recipient - Context is the personal background of the
- Recipient or the receiver is the party to whom the communicators or the background of a
message is intended to. communicative situation that may affect the
- He/she is the one who interprets the message. transmission of message.
Example: Example:
 a customer sales representative  gender preference
 an employee  race
 a fellow co-worker  religious beliefs
 educational attainment
5. Noise  during a war
- Anything that interferes with the communication  during a crisis
process between the sender and the recipient is
called noise. ………

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ICT: Contact Center Services memos, proposals, training manuals, company policies, ELEMENTS OF COMMUNICATION

Part III - COMMUNICATING EFFECTIVELY IN and letters.

o Analyze Communication Process E-mails and other electronic methods of sending

Verbal communication may either be oral or written.

Written communication is also a common form of

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