K to12 BASIC EDUCATION CURRICULUM

Information and Communications Technology

CONTACT CENTER SERVICES
(SPECIALIZATION)
GRADE 9 – MODULE 4
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CONTENT STANDARD

The learner demonstrates understanding of concepts and underlying principles

of local and international geography and culture.

PERFORMANCE STANDARD

The learner independently demonstrates skills in and applies understanding of

local and international geography and culture.

I - INTRODUCTION

Contact center service is a fast growing industry in the country. To be

successful in this type of business, every learner should be more than equipped with
the basics of computer operation as well as other tasks relating to ICT. Moreover, in
this year level, learners should also be competent and knowledgeable in
understanding local and international geography and culture. Likewise learners
should improve their communications skills.

This curriculum document shall assist and guide teachers in effectively

teaching the content of this module, efficiently assess learner’s knowledge and skills,
process learners’ understanding, and evaluate the learners’ evidences of learning.

II - LEARNING COMPETENCIES

The competencies expressed as learning outcomes in this teaching guide are

the exact competencies that will be used to assess the learners for them to secure
COC or NC in Contact Center Service.
This teaching guide would allow teachers to strategically teach the
competencies spread out in the module; guide the learners in performing the
activities; process learners’ understanding; and assist the learners in applying what
they have learned to an entirely new context.

Utilizing effective teaching strategies and methodology suitable to the learning

needs and requirements of the learners, the following are the competencies that
learners should master after finishing this module.
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 1. Apply knowledge of common cultural variables

- Identify cultural variables and values of target customers

- Identify cultural similarities and differences that affect customer and
business transactions

2. Apply knowledge of local and international geography

- Familiarize with the different accents and regional styles

- Identify geographic variables that affects customers and business
transactions
- Apply knowledge of local and international geography in day to day
business transactions

III – Pre-Assessment

 Prepare a comprehensive pre-assessment tool to evaluate learner’s

knowledge and skills.
 Guide learners in assessing their knowledge and skill using:
 Paper and pencil test
 Self-evaluation checklist
 Other appropriate tools
 Check their answers using the answer key.
 Process learners understanding, clarify misconceptions then guide them in
creating their own learning goals and targets.

IV – Reading Resources and Instructional Activities

 Guide learners in answering the guide questions and performing the activities
to assess how much they know about the topic.
 Let learners share their experiences with the class.
 Process learners’ responses, let them reflect, revise or rethink their
understanding.

Lesson 1: Common Cultural Variables

1.1 Introduction to Culture

1.2 Cultural Variables
1.3 Cultural Similarities and Differences

What to KNOW

 Guide learners in understanding knowledge on common cultural variables by

providing numerous, relevant and appropriate activities that matches the
learning needs and requirements of the learners.
 Have learners research on the most popular local and international culture
 Guide learners in presenting their activities.
 Process learners’ learning.
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  Provide relevant and appropriate learning activities for the learners to
understand common cultural variables, time zones, holidays, cities, cultural
similarities and differences.
 Guide learners in performing appropriate activities to show their learning.
What to PROCESS

Task 1: Group Activity

 Ask learners to perform the activity

 Design appropriate activities to suit the learning needs and requirements of
the learners
 Evaluate learners learning using appropriate evaluation tools.
 Process learners learning and let them reflect on their understanding

What to REFLECT and UNDERSTAND

Task 2: Individual Activity

 Guide learners in deepening their understanding by performing the activity.

 Process learners’ understanding.
 Enhance learners’ understanding by creating appropriate activities to deepen
their experiences of common cultural variables.
 Have learners assess their performance.

What to TRANSFER

Task 3: Group Work

 Have learners communicate and collaborate with the community for them to
transfer their learning of common cultural variables.
 If necessary, provide additional activities to provide an opportunity for the
learners to show and transfer their understanding.
 Have learners share and discuss their learning experiences in performing the
tasks.
 Process learners’ understanding.

Lesson 2: Local and International Geography

 Assist learners in answering the guide questions

 Process their learning through varied activities using appropriate strategies
suitable to the learning needs and requirements of the learners.

2.1 Local and International Accents

2.2 Accent Improvement

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2.3Geographic Variables

2.4 Basic Geography

What to KNOW

 Guide learners in understanding knowledge on local and international

geography by providing numerous, relevant, and appropriate activities that
match the learning needs and requirements of the learners.
 Let learners be familiarized in local and international languages and activities.
 Guide learners in speaking English and improving their accent.
 Provide relevant and appropriate learning activities for the learners to
understand geographical variables, daylight saving time, basic geography,
common names of persons and places, correct pronunciation of words, map
reading and state abbreviations.
 Guide learners in performing appropriate activities to show their learning.

What to PROCESS

Task 1: Categorize Countries

Task 2: Oral Recitation

Task 3: Read a Map

 Guide learners in performing the prepared tasks.

 Design additional activities to suit the learning needs and requirements of the
learners.
 Evaluate learners learning using appropriate assessment tools.
 Process learners learning and let them reflect on their knowledge.

What to REFLECT and UNDERSTAND

Task 4: Individual Activity

 Guide learners’ in deepening their understanding by performing the prepared

task.
 Process learners’ understanding
 Enhance learners understanding by appropriate activities to deepen their
experiences in local and international geography.
 Have learners self-assess their performance.

What to TRANSFER

Task 5: Group Activity

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  Have learners communicate and collaborate with the community for them to
transfer their learning on local and international geography.
 Assess learners’ performance.

V – Summative Test

 Prepare a comprehensive summative assessment for the fourth quarter that

covers all the important topics that were discussed.
 Guide learners in assessing their knowledge and skill using:
 Paper and pencil test
 Performance test
 Other appropriate tools
 Check their answers using the answer key.

VI – Summary / Synthesis / Feedback

Nowadays, one of the challenges in contact centers is how to be competitive

in providing services. Excellent services would entail higher profit as generated from
loyalty and trust coming from the customers. But the question is how can you have
loyal customers? First and foremost, to maintain loyal customers make it a point that
they should always be satisfied, satisfaction will be drawn from superior utilization of
technology, outstanding management of the company and most important, having
competent, effective and efficient manpower in the frontline to provide services to
customers.

It has been a top priority of many companies to develop and maintain a high
level of proficiency among their manpower. In this module, you have been equipped
with the basic understanding of local and international geography and culture which
is a very essential skill in providing quality services to customers. The competencies
you have mastered were application of knowledge in common cultural variables and
application of local and international geography. All of these competencies are vital
in order for you to have a successful career in contact center services.

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 Module 4 Answer Key

Task 1: Abbreviation (p. 212)

Country Abbreviation Country Abbreviation

Qatar QA Ukraine UA

China CN Sri Lanka LK

Denmark DK Venezuela VE

Netherlands NL Cambodia KH

Samoa WS United States US

Task 1: Categorize Countries (pp. 237- 238)

Country Region

Uganda East Africa

Paraguay South America

Bosnia Europe

Mongolia Asia

Australia Oceania

Albania Europe

Austria European Union

Cuba Caribbean

Botswana South Africa

Angola Middle Africa

Summative Test (p. 240-241)

I - Multiple Choice

1. A
2. C
3. D
4. B
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 5. C
6. A
7. D
8. B
9. D
10. C

II – Supply the missing abbreviations and capital of the given countries.

Flag and Country Abbreviation Capital

Russia RU Moscow

Turkey TR Ankara

Japan JP Tokyo

Laos LA Vientiane

Singapore SG Singapore

-END of MODULE 4-

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Suggested Evaluation Tool for the Different Tasks

Prepare analytic rubrics to evaluate the knowledge, skills, and understanding of the
learners. Teachers may add or adopt new criteria for evaluating each task.

Guide Questions

A. Clear expression of ideas and concepts

B. Clarity of voice and moderation of volume
C. Logical sequence of topics
D. Grammatically correct
E. Confidence
F. Preparedness

Group Activity (Skit or Role Play)

A. Content
B. Props and Costume
C. Cooperation
D. Clarity and volume of voice
E. Preparedness
F. Enthusiasm

Individual / Group Activity (Writing an Article)

A. Quality of Content
B. Logical presentation of ideas and concept
C. Appropriateness and relevance
D. Correct spelling and grammar
E. Time

Oral Recitation

A. Expresses ideas and concepts clearly

B. Clarity of voice and moderation of volume
C. Logical sequence of topics
D. Grammatically correct
E. Confidence
F. Preparedness

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Map Reading

A. Determines, utilizes, and handles appropriate tools, equipment, materials

B. Practice safety procedure
C. Performs proper procedure in map reading
D. Explains the result of the activity and gives accurate directions

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 Acknowledgement

This Teacher’s Guide on Contact Center Services was developed for the Information
and Communication Technology Course in Technology and Livelihood Education, Grade 9
of the K to 12 Curriculum with the assistance of the following persons:

TEACHER’S GUIDE WRITERS

Dr. VIRGILIO O. GUEVARRA, Jr.

Division Coordinator
Dasmariñas, Cavite
Region IV – A CALABARZON

DIANA MARIE B. DAGLI MARIA ANGELICA G. MATES

Head Teacher III Teacher II
Nagpayong High School Jose Abad Santos High School
Division of Pasig Division of Manila
NCR NCR

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DOCUMENTORS / SECRETARIAT

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