Competency-Based Learning Materials

Food and Beverage Services NC II

Sector : TOURISM (HOTEL AND RESTAURANT)

Qualification Title : FOOD AND BEVERAGE SERVICES NC II

Unit of Competency: RECEIVE AND HANDLE GUEST CONCERNS

Module Title : RECEIVING AND HANDLING GUEST CONCERNS

Technical Education & Skills Development Authority

REGIONAL TRAINING CENTER VII
Archbishop Reyes Avenue, Cebu City
FOOD AND BEVERAGE SERVICES
List of Competencies

No. Unit of Competency Module Title Code

BASIC COMPETENCIES

1 Participate in workplace Participating in workplace 500311105

communication communication

2 Work in team Working in team 500311106

environment environment

3 Practice career Practicing career 500311107

professionalism professionalism

4 Practice occupational Practicing occupational 500311108

health and safety health and safety
procedures procedures

COMMON COMPETENCIES

1 Develop and update Developing and updating TRS311201

industry knowledge industry knowledge

2 Observe workplace Observing workplace TRS311202

hygiene procedures hygiene procedures

3 Perform computer Performing computer TRS311203

operations operations

4 Perform workplace and Performing workplace and TRS311204

safety practices safety practices

5 Provide effective customer Providing effective TRS311205

service customer service

Qualification: Date Developed: Document No. TRS512392

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CORE COMPETENCIES

Preparing the dining

Prepare the dining
room/restaurant area for
1 room/restaurant area for TRS512387
service
service

Welcome guests and take Welcoming guest and take

2 TRS512388
food and beverage orders food and beverage orders

Promote food and Promoting food and

3 TRS512389
beverage products beverage services to guest

Provide food and beverage Providing food and

4 services to guest TRS512390
beverage service to guest

5 Provide room service Providing room service TRS512391

Receive and handle

Receiving and handling
6 guest concerns TRS512392
guest concerns

Qualification: Date Developed: Document No. TRS512392

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MODULE CONTENT

UNIT OF COMPETENCY : RECEIVE AND HANDLE GUEST

CONCERNS

MODULE TITLE : RECEIVING AND HANDLING GUEST

CONCERNS

MODULE DESCRIPTOR : This module deals with the knowledge

and skills required in receiving and
handling guest complaints/concerns.

NOMINAL DURATION : 53.33 hours

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module, the trainee/ student must be able to:

LO1 Listen to the complaint/concern

LO2 Apologize to the guest
LO3 Take proper action on the complaint/concern
LO4 Record complaint

ASSESSMENT CRITERIA:

 The entire story or issue of concern is obtained from the guest

without interruption.
 Details of the guest complaint or concern are noted.
 Full attention is given to the complaining guest.
 Guest complaint is paraphrased to determine if the concern is
correctly understood.
 Sincere apology is offered for the disservice.
 Empathy is shown to the guest to show genuine concern and
consideration.
 Excuses or blaming others are avoided.
 Gratitude is expressed to the guest for bringing the matter up for
attention.
 Appropriate action is taken regarding guest’s concerns.

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 The right person or department who can solve the problem is
informed for proper action.
 Difficult situations or serious concerns are elevated or referred to
higher authority.
 Problem is followed-up to check whether it solved or not.
 Complaints are documented according to the establishment
standard procedures.
 Persons concerned are recognized and actions taken are recorded.
 Feedback received from guests is logged and collated.

Qualification: Date Developed: Document No. TRS512392

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LEARNING OUTCOME NO. 1
LISTEN TO THE COMPLAINT

Contents:

 Listening skills
 Summarizing and paraphrasing
 Effective communication skills

Assessment Criteria

1. The entire story or issue of concern is obtained from the guest

without interruption.
2. Details of the guest complaint or concern are noted.
3. Full attention is given to the complaining guest.
4. Guest complaint is paraphrased to determine if the concern is
correctly understood.

Condition
The following resources MUST be provided:
Actual documents or records of guest complaints.
Feedback forms

Methodologies:

Self-paced/ Modular learning

Lecture/ Discussion
Group Discussion
Film viewing/Video presentation
Interaction
Role Playing

Assessment Methods:

Oral Examination/Questioning
Written Examination
Role play/Simulation to test candidate’s knowledge and skills in
listening to guest complaints, paraphrasing concerns and taking
action on the guest complaint.

Qualification: Date Developed: Document No. TRS512392

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Learning Experiences

Learning Outcome No.1

LISTEN TO THE COMPLAINT

Learning Activities Special Instructions

Read Information Sheet # 6.1-1 on
Listening skills
Answer Self-check # 6.1-1

Compare answer with the

In this learning outcome you should
Answer key # 6.1-1
be able to enhance your knowledge,
Present lesson using PPT on
skills, and attitudes on how to listen
Listening skills
to the guest complaint.
Oral Questioning

Evaluate knowledge based on answer To achieve this learning outcome,

you have to follow the learning
Provide Situation that will required activities found in the left column by:
answers on the importance of listening
skills to resolve guest
concerns/complaints.
Brainstorming by group  Reading Information Sheets
Evaluate the attitude and performance  Answering Self- Check and
of the trainee on the importance of Written Exam
listening skills to resolve guest  Film Viewing/Video
concerns/complaints Presentation
Read Information Sheet # 6.1-2 on  Performing Task sheet
Summarizing and paraphrasing  Evaluating performance using
Answer Self-check # 6.1-2 Criteria Checklist

Compare answer with the Answer key #

6.1-2
Present lesson using PPT on
Summarizing and paraphrasing
Written Exam
Feedback based on knowledge

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Show video on How to Summarize
and Paraphrase effectively
Oral Questioning
Evaluate knowledge based on answer
Review Task Sheet # 6.1-1 on How
to Summarize and Paraphrase
effectively
Perform Task Sheet # 6.1-1

Evaluate performance using criteria

checklist # 6.1-1
Read Information Sheet # 6.1-3 on
Effective communication skills

Answer Self-check # 6.1-3

Compare answer with the
Answer key # 6.1-3

Present lesson using PPT on

Effective communication skills

Oral Questioning
Evaluate knowledge based on
answer.

Review Task Sheet # 6.1-1 on

Effective communication skills

Perform Task Sheet # 6.1-1

Evaluate performance using
criteria checklist # 6.1-1
After doing those activities, call
your trainer to evaluate your work
Review Job Sheet # 6.1-1 on how to
before proceeding to the next learning
Listen to the guest concern/
outcome which is Apologize to the
complaint
guest.
Perform Job Sheet # 6.1-1
Evaluate performance using criteria
checklist # 6.1-1

Qualification: Date Developed: Document No. TRS512392

November 15, 2021 Issued by:

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Information Sheet 6.1-1

LISTENING SKILLS

Learning Objectives:

After reading this INFORMATION SHEET, YOU MUST be able to:

1. Explain the importance of listening skills;

2. Differentiate the Types of Listening in dealing guest complaints

Introduction:
In this INFORMATION SHEET, you will understand the importance of
Listening Skills and differentiate the types of listening in dealing guest
concerns/complaints.

Complaints happen every day. When a customer

complains, it is usually for a good reason or genuine
concern. They usually have made a purchase that
did not meet their expectation—a product, service,
or maybe a combination of the. In the customer service
industry, we cannot avoid complaints. We must take
care of the customer by listening to the complaint, and
resolving it, to ensure a happy customer.

Customers want to know someone is listening and they are understood, and
they are hoping you are willing to take care of the problem to their satisfaction.
No matter what the situation is, when a customer brings a complaint to your
attention, even if they do it in a less than desirable way be thankful. As the
old saying goes, “We can’t fix it, if we don’t know it’s broken.” Moreover, we
must realize that improper handling of a customer complaint can be costly to
the business.

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Listening Skills
Great listening skills involve allowing the customer to tell
their story interruption. If the customer is angry, which
typically they are when they’re making a complaint, the
employee needs to let them vent before replying. The
customer be calm before they can even begin to listen to
the resolution. The employee needs to be able to both
listen and understand what the customer is saying.
An employee can’t provide a proper resolution until they’ve
really heard what the customer is saying, gathered the
facts and asked the right questions. What is it that the
customer is really upset about? Sometimes this can get misconstrued. Great
listening skills make it easier to uncover the real reason behind the
complaint. Once the employee knows this, resolving the issue becomes easy.

Listening is the ability to accurately receive and interpret messages in the

communication process.

Listening is key to all effective communication. Without the ability to listen

effectively, messages are easily misunderstood. As a result, communication
breaks down and the sender of the message can easily become frustrated or
irritated.

LISTEN TO THE COMPLAINTS

Many employees view customer complaints as

pointless and think themselves that they’re just
listening to a customer get upset. However, it’s a
good idea to actually listen to what the customer
is complaining about. Pay attention to what
they’re saying, understand why they’re upset,
and think of a solution to handle it and make it
right. By listening to the customer and
appreciating their complaint, you can not only
make things right, but you can sympathise with them. Show genuine
sympathy for their situation, and if they get angry, stay calm. Remember,
you don’t want to lose them as a customer over what is most likely a mild
complaint, so maintain your composure during the ordeal even if the
customer gets angry.

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When you’re talking to the customer about their issue, don’t interrupt
them. Make sure that when they’re talking to you, you wait for a few
seconds before responding. This ensures that you get all of the details
and that they don’t get further frustrated by having you cut them off.

To have good listening skills, you must:

 Pay attention to the customer.

 Be sympathetic towards the
customer and understand why
they’re upset.
 Show that you understand the
problem and that you want to
get to the bottom of their issue.
 Explain to them that you care
about resolving the issue and
that it’s your priority to have it
dealt with.

The three main types of listening most common in interpersonal

communication are:
Informational Listening (Listening to Learn)
Critical Listening (Listening to Evaluate and Analyze)
Therapeutic or Empathic Listening

In reality you may have more than one goal for listening at any given time –
for example, you may be listening to learn whilst also attempting to be
empathetic.

1. Informational Listening
Whenever you listen to learn something, you are
engaged in informational listening. This is true in
many day-to-day situations, in education and at
work, when you listen to the news, watch a
documentary, when a friend tells you a recipe or
when you are talked-through a technical problem
with a computer – there are many other examples
of informational listening too. Although all types of
listening are ‘active’ – they require concentration and a conscious effort to
understand. Informational listening is less active than many of the other
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types of listening. When we’re listening to learn or be instructed we are
taking in new information and facts, we are not criticising or
analysing. Informational listening, especially in formal settings like in work
meetings or while in education, is often accompanied by note taking – a way
of recording key information so that it can be reviewed later.

2. Critical Listening
We can be said to be engaged in critical listening when
the goal is to evaluate or scrutinise what is being said.
Critical listening is a much more active behaviour
than informational listening and usually involves some
sort of problem solving or decision making. Critical
listening is akin to critical reading; both involve
analysis of the information being received and
alignment with what already know or believe.
Whereas informational listening may be mostly
concerned with receiving facts and/or new information.
Critical listening is about analysing opinion and
making a judgement.

When the word ‘critical’ is used to describe listening, reading or thinking it

does not necessarily mean that you are claiming that the information you are
listening to is somehow faulty or flawed. Critical listening is, therefore,
fundamental to true learning. It is often important, when listening critically,
to have an open-mind and not be biased by stereotypes or preconceived
ideas. By doing this you will become a better listener and broaden your
knowledge and perception of other people and your relationships.

3. Therapeutic or Empathic Listening

Empathic listening involves attempting to understand
the feelings and emotions of the speaker, to put
yourself into the speaker’s shoes and share their
thoughts.

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Empathy is a way of deeply connecting with another person and therapeutic
or empathic listening can be particularly challenging. Empathy is not the
same as sympathy, it involves more than being compassionate or feeling sorry
for somebody else – it involves a deeper connection – a realisation and
understanding of another person’s point of view. Counsellors, therapists and
some other professionals use therapeutic or empathic listening to understand
and ultimately help their clients. This type of listening does not involve
making judgements or offering advice but gently encouraging the speaker to
explain and elaborate on their feelings and emotions. Skills such as
clarification and reflection are often used to help avoid misunderstandings.

References:

 https://trainingmag.com/how-to-handle-customer-complaints/
 https://www.i-sight.com/resources/top-10-skills-for-handling-
customer-complaints-effectively/
 https://blog.readytomanage.com/complaint-handling-listening-
attentively-to-achieve-a-positive-result/
 https://atton-institute.com/news-and-publications/handling-
customer-complaints-effectively.html
 https://www.skillsyouneed.com/ips/listening-types.html

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Self-Check 6.1-1

Multiple Choice: Choose the letter of the best answer and write it in a
separate sheet of paper.

1. Customers who complain want to?

a. To become a shareholders in the company
b. To be heard and have their experience validated
c. Something for nothing
d. None of the above

2. It involve allowing the customer to tell their story without interruption.

a. Apologize to the customer
b. Asking personal questions to the customer
c. Active listening skills
d. Talking back to the customer and explain the situation

3. To have good listening skills, you must;

a. Show that you understand the problem and that you want to get to
the bottom of their issue.
b. Pay attention to the customer.
c. Be sympathetic towards the customer and understand why they’re
upset.
d. All of the above

4. It involves attempting to understand the feelings and emotions of the

speaker – to put yourself into the speaker’s shoes and share their thoughts.
a. Critical Listening c. Informational Listening
b. Therapeutic or Empathic Listening d. None of the above

5. Type of listening skills that is a much more active behavior than

informational listening skill and usually involves some sort of problem solving
or decision making.
a. Therapeutic or Empathic Listening c. Critical Listening
b. Informational Listening d. None of the above

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Matching Type Test: Match column A to Column B with corresponding
correct answer. Write your answer on a separate sheet of paper.

A B

1. A realisation and understanding

of another person’s point of view. a. Informational Listening

2. It is about analysing opinion

and making a judgement b. Listening

3. Taking in new information and

facts. c. Pay attention to the
customer.
4. The ability to accurately receive
and interpret messages in the
communication process. d. Therapeutic or
Empathic Listening

5. To have good listening skills,

you must? e. Critical Listening

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ANSWER KEY 6.1-1

Multiple Choice:

1. B
2. C
3. D
4. B
5. C

Matching Type:
1. D
2. E
3. A
4. B
5. C

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Information Sheet 6.1-2

SUMMARIZING AND PARAPHRASING

Learning Objectives:

After reading this INFORMATION SHEET, YOU MUST be able to:

1. Define summarizing and paraphrasing;
2. Differentiate summarizing and paraphrasing;
3. Discuss the importance of summarizing and paraphrasing to
resolve guest concerns/complaints.

.
Introduction:
In this INFORMATION SHEET, you will define summarizing and
paraphrasing, differentiate summarizing and paraphrasing and discuss the
importance of summarizing and paraphrasing to resolve guest
concerns/complaints.

On our previous lesson, we discussed about the importance of listening

skills and differentiate the types of listening in dealing guest complaints.

It’s imperative for us to establish trust with a

customer within the first few minutes of our
support interaction. Summarizing and paraphrasing
helps us do that. Active listening and summarizing/
paraphrasing take your customer service from
ordinary to extraordinary. Summarizing and
paraphrasing establishes trust, lowers resolution
time, and creates goodwill.

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Paraphrasing

When you paraphrase, you use your own words

to express something that was written or said
by another person. Putting it into your own
words can clarify the message, make it more
relevant to your customer , or give it greater
impact.

A paraphrase is a restatement of the meaning of a

text or passage using other words. The term itself is
derived via Latin paraphrasis from Greek paráfrasis,
literally 'additional manner of expression').

Summarizing
In contrast, a summary is a brief overview of an
entire discussion or argument. You might summarize
a whole research paper or conversation in a single
paragraph, for example, or with a series of bullet
points, using your own words and style.

Paraphrasing involves putting a passage from source material into your own
words. Summarizing involves putting the main idea(s) into your own words,
including only the main point(s). Once again, it is necessary to attribute
summarized ideas to the original source.

Summarizing and paraphrasing assures customers that they are being

listened to and understood. A customer that feels this way has faith in
you to solve their problems. Here’s the second way paraphrasing saves
time: It makes customers more cooperative. People don’t like talking
when they feel like they’re being ignored or misunderstood.

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Tips on how to paraphrase when communicating

The focus of the paraphrase should be on

what the speaker implied, not on what you
wanted them to imply. For example, a better
way to say, “I think what you mean to say is ...”
is replacing it with, “If I am hearing you right,
you mean that…?”

In the paraphrase, try to use some of the words that the other person
has used. Very often, the meaning of commonly used words has
different interpretation for different people. By choosing the words
used by the person speaking and coming to a clear common
understanding is one of the primary goals of paraphrasing.

You will need to listen to the person speaking actively if you will be
paraphrasing what they are saying. This means paying attention to
their body language, their expressions and their emotions in addition
to their words.

Put the ownership of the paraphrase on yourself, for example, “If I am

hearing you right…?” or “If I understand you correctly…?” This makes

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the other person not as defensive, and hence more open to the
conversation.

Phrasing the paraphrase as a question is also a helpful technique,

“You are saying that…?”, so that the speaker has the responsibility
and opportunity to clarify their original comments in response to your
question.

Put the focus of the paraphrase on the other person, for example, if
the person said, “I don’t have enough time to do what I want,” then
don’t paraphrase, “We all don't have enough time, right?”

Try not to evaluate or judge the other person’s comments. For

example, not a good idea to say, “Do you really think that is true?” or
“I think it is unfair to make that comment.”

You could use a paraphrase to validate your impression of the other

person's comments. For example, it would be okay to name their
feelings by saying, “You seemed frustrated on hearing…?”
As much as possible, attempt to keep the paraphrase shorter than the
original comments made.

If the other person responds to your paraphrase that you still don’t
understand them, give them a few more chances to restate their
position.

Tips on how to summarize effectively

When listening to someone, look for what exactly

they are trying to say underneath the words.
Look for any one major point that comes from the
communication.
This about what the person is trying to accomplish
in the communication?
Try to organise the main and supporting ideas in
your head.
Do not introduce any new main points into the
summary. If you do, make it clear that you’re adding them.
The summary must always be shorter than the original
communication.

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Combining the skills of paraphrasing and summarizing will allow you to
save time and make great impressions in a workplace, where effective
communication is greatly valued.

References:

 https://www.mindtools.com/pages/article/paraphrasing-
summarizing.htm
 https://www.forbesindia.com/blog/business-
strategy/paraphrasing-and-summarising-two-weapons-of-
solid-communication/
 https://slidetodoc.com/academic-writing-skills-
paraphrasing-and-summarising-activities-and/
 https://en.wikipedia.org/wiki/Paraphrase

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Self-Check 6.1-2

TRUE or FALSE: Write T if the statement is True and F if it is False. Write

your answer in a separate sheet of paper.

1. The focus of the paraphrase should be on what the listener implied.

2. When paraphrasing, you use your own words to express something that
was written or said by another person.

3. Summarizing is a brief overview of an entire discussion or argument.

4. You don’t need to listen to the person speaking actively if you will be
paraphrasing what they are saying.

5. A Summary does not includes examples.

6. When paraphrasing, put the focus of the paraphrase on the other person.

7. Summary usually used to provide evidence or support an argument.

8. A paraphrase literally means “additional manner of expression”.

9. Paraphrase is similar length to the original story while summary is

shorter than the original.

10. Summarizing and paraphrasing establishes trust, lowers resolution

time, and creates goodwill.

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ANSWER KEY 6.1-2

True or False

1. F 6. T
2. T 7. F
3. T 8. T
4. F 9. T
5. T 10. T

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TASK SHEET: 6.1-2

Title : How to Summarize and Paraphrase effectively

Performance Objective: Based on what you have learn on how to
summarize and paraphrase, you should be able
to present on how to summarize and
paraphrase guest concerns/complaints
following the required guidelines.
Supplies/Materials : Pen and Paper

Steps/Procedure:

1. Secure all the necessary supplies/materials in line with the job

requirements.
2. Find a partner.
3. You will going to listen a scenario/conversation together with
your partner.
4. Based on what you have learned on how to summarize and
paraphrase, you will write down a summary/paraphrase about
the scenario/conversation that you have listened.
5. Pick a volunteer who can read your output in front of the
others.
6. Submit your work to your Trainer for checking and evaluation.

Assessment Method:

 Oral Questioning
 Demonstration
 Performance Assessment using the Performance Criteria
Checklist.

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Performance Criteria Checklist: 6.1-2

CRITERIA
YES NO
Did you….
1. Secure all the necessary supplies/materials in line
with the job requirements.
2. Find a partner.
3. Listen a scenario/conversation together with your
partner.
4. Based on what you have learned on how to
summarize and paraphrase, you will write down a
summary or paraphrase about the
scenario/conversation that you have listened.
5. Pick a volunteer who can who can read your output
in front of the others.
6. Submit work to the trainer for checking and
evaluation.

Comments:

______________________________ ________________
Name and Signature of Trainer Date:

Qualification: Date Developed: Document No. TRS512392

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Information Sheet 6.1-3

EFFECTIVE COMMUNICATION SKILLS

Learning Objectives:

After reading this INFORMATION SHEET, YOU MUST be able to:

1. Define Effective communication skills;
2. Differentiate the Types of Communication;
3. Explain the importance of effective communication skills in
dealing guest concerns/complaints.

.
Introduction

In this INFORMATION SHEET, you will define effective

communication skills, differentiate the types of communication and explain
the importance of effective communication skills in dealing guest
concerns/complaints.

On our previous lesson, we define summarizing and paraphrasing,

differentiate summarizing and paraphrasing and discuss its importance in
dealing guest concerns/complaints.

The customer is the heart of any business.

Customers are like the pillar of a successful
business. If the pillars are strong the
building will last long. In the same way,
if a strong relationship is established with
the customer through effective communication
the business will last long.

Qualification: Date Developed: Document No. TRS512392

November 15, 2021 Issued by:

Page
Food and Beverage 1 of 200
Developed by: TESDA
Services NC II
Jinnevie B. Fuentes Revision # 00
Communication is an art. Communication is the way, through which we can
understand the need of the customer. Effective communication is the way
which keeps a customer for long. This communication might be in the form of
a letter, email, phone call or in person. Effective communication skills include
the understanding of the mindset; do the right talk at the right time. When
we talk about Effective Communication skills one’s speaking should be clear,
compelling, efficient and polite.

Effective Communication

Effective communication is a process of exchanging ideas, thoughts,

knowledge and information such that the purpose or intention is fulfilled in
the best possible manner. In simple words, it is nothing but the presentation
of views by the sender in a way best understood by the receiver.

Effective communication do?

 Generates more business.
 Helps to impart the thoughts of two.
 Makes rewarding customers.
 Develop innovating ideas.
 Turn up the sale high.

7 C’s of Communication

The 7 C’s of Communication is a checklist that helps to improve the

professional communication skills and increases the chance that the message
will be understood in exactly the same way as it was intended.

Qualification: Date Developed: Document No. TRS512392

November 15, 2021 Issued by:

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Developed by: TESDA
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To have effective communication, one should keep the following 7 C’s of
communication in mind:

1. Clear: The message should be clear and easily understandable to the

recipient. The purpose of the communication should be clear to sender then
only the receiver will be sure about it. The message should emphasize on a
single goal at a time and shall not cover several ideas in a single sentence.
2. Correct: The message should be correct, i.e. a correct language should be
used, and the sender must ensure that there is no grammatical and spelling
mistakes. Also, the message should be exact and well-timed. The correct
messages have a greater impact on the receiver and at the same time, the
morale of the sender increases with the accurate message.
3. Complete: The message should be complete, i.e. it must include all the
relevant information as required by the intended audience. The complete
information gives answers to all the questions of the receivers and helps in
better decision-making by the recipient.
4. Concrete: The communication should be concrete, which means the
message should be clear and particularly such that no room for
misinterpretation is left. All the facts and figures should be clearly mentioned
in a message so as to substantiate to whatever the sender is saying.
5. Concise: The message should be precise and to the point. The sender should
avoid the lengthy sentences and try to convey the subject matter in the least
possible words. The short and brief message is more comprehensive and helps
in retaining the receiver’s attention.
6. Consideration: The sender must take into consideration the receiver’s
opinions, knowledge, mindset, background, etc. in order to have an effective
communication. In order to communicate, the sender must relate to the target
recipient and be involved.
Qualification: Date Developed: Document No. TRS512392

November 15, 2021 Issued by:

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Developed by: TESDA
Services NC II
Jinnevie B. Fuentes Revision # 00
7. Courteous: It implies that the sender must take into consideration both the
feelings and viewpoints of the receiver such that the message is positive and
focused at the audience. The message should not be biased and must include
the terms that show respect for the recipient.

Note: This checklist applies to both the written and oral communication.

TYPES OF COMMUNICATION

There are several different ways we share information with one another. For
example, you might use verbal communication when sharing a presentation with
a group. You might use written communication when applying for a job or
sending an email. Here’s a more in-depth look at the four main categories of
communication:
1. Verbal
Verbal communication is the use of
language to transfer information through
speaking or sign language. It is one of the
most common types, often used during
presentations, video conferences and phone
calls, meetings and one-on-one conversations.
Verbal communication is important because
it is efficient. It can be helpful to support verbal
communication with both nonverbal and
written communication.
2. Nonverbal
Nonverbal communication is the use of body
language, gestures and facial expressions to
convey information to others. It can be used
both intentionally and unintentionally. For
example, you might smile unintentionally
when you hear a pleasing or enjoyable idea
or piece of information. Nonverbal
communication is helpful when trying to
understand others’ thoughts and feelings.

If they are displaying “closed” body language, such as crossed arms or

hunched shoulders, they might be feeling anxious, angry or nervous. If they
are displaying “open” body language with both feet on the floor and arms by

Qualification: Date Developed: Document No. TRS512392

November 15, 2021 Issued by:

Page
Food and Beverage 1 of 200
Developed by: TESDA
Services NC II
Jinnevie B. Fuentes Revision # 00
their side or on the table, they are likely feeling positive and open to
information.
3. Written
Written communication is the act of
writing, typing or printing symbols like
letters and numbers to convey
information. It is helpful because it
provides a record of information for
reference. Writing is commonly used to
share information through books,
pamphlets, blogs, letters, memos and
more. Emails and chats are a common
form of written communication in the workplace.

4. Visual
Visual communication is the act of using
photographs, art, drawings, sketches,
charts and graphs to convey information.
Visuals are often used as an aid during
presentations to provide helpful context
alongside written and/or verbal
communication. Because people have
different learning styles, visual
communication might be more helpful
for some to consume ideas and information.

References:
 https://www.klientsolutech.com/importance-of-effective-
communication-in-customer-service/
 https://businessjargons.com/7-cs-communication.html
 https://www.indeed.com/career-advice/career-development/types-of-
communication

Qualification: Date Developed: Document No. TRS512392

November 15, 2021 Issued by:

Page
Food and Beverage 1 of 200
Developed by: TESDA
Services NC II
Jinnevie B. Fuentes Revision # 00
Self-Check 6.1-3

Identification Test: Identify what is being asked in the following sentences.

Write your answer in a separate sheet of paper.

1. It is a process of exchanging ideas, thoughts, knowledge and information

such that the purpose or intention is fulfilled in the best possible manner.

2. It is one of the 7C’s of Communication in which the message should not

be biased and must include the terms that show respect for the recipient.

3. The message should be clear and easily understandable to the recipient.

4. The message should be precise and to the point.

5. It is the use of language to transfer information through speaking or sign

language.

6. It is the act of writing, typing or printing symbols like letters and numbers
to convey information.

7. The use of body language, gestures and facial expressions to convey

information to others.

8. It is the act of using photographs, art, drawings, sketches, charts and

graphs to convey information.

9. It is one of the 7C’s that must include all the relevant information as
required by the intended audience.

10. A checklist that helps to improve the professional communication skills

and increases the chance that the message will be understood in exactly the
same way as it was intended.

Qualification: Date Developed: Document No. TRS512392

November 15, 2021 Issued by:

Page
Food and Beverage 1 of 200
Developed by: TESDA
Services NC II
Jinnevie B. Fuentes Revision # 00
ANSWER KEY 6.1-3

Identification

1. Effective Communication
2. Courteous
3. Clear
4. Concise
5. Verbal Communication
6. Written Communication
7. Non-verbal Communication
8. Visual Communication
9. Complete
10. 7C’s of Communication

Qualification: Date Developed: Document No. TRS512392

November 15, 2021 Issued by:

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Developed by: TESDA
Services NC II
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TASK SHEET: 6.1-2

Title : How to Communicate effectively

Performance Objective : Based on what you have learned on how to

communicate effectively, you should create a
one on one conversation between an
interviewer and an interviewee following the
required guidelines.

Supplies/Materials : Pen and Paper

Steps/Procedure:

1. Secure all the necessary supplies/materials in line with the job

requirements.

2. Find a partner.

3. One will act as an interviewer and the other one will act as an
interviewee.

4. Create a conversation between an interviewer and an

interviewee that will show effective communication skills.

5. Ask questions about life experiences, achievements and goals.

6. Perform the activity in front of the other groups.

7. Submit your work to your Trainer for checking and evaluation.

Assessment Method:

 Oral Questioning
 Demonstration
 Performance Assessment using the Performance Criteria
Checklist.

Qualification: Date Developed: Document No. TRS512392

November 15, 2021 Issued by:

Page
Food and Beverage 1 of 200
Developed by: TESDA
Services NC II
Jinnevie B. Fuentes Revision # 00
Performance Criteria Checklist: 6.1-2

CRITERIA
YES NO
Did you….
1. Secure all the necessary supplies/materials in line
with the job requirements.
2. Form a partner.
3. One will act as an interviewer and the other one will
act as an interviewee.
4. Create a conversation between an interviewer and an
interviewee that will show effective communication
skills.
5. Ask questions about life experiences, achievements
and golas.
6. Perform the activity in front of the other groups.
7. Submit your work to your trainer for checking and
evaluation.

Comments:

______________________________ ________________
Name and Signature of Trainer Date:

Qualification: Date Developed: Document No. TRS512392

November 15, 2021 Issued by:

Page
Food and Beverage 1 of 200
Developed by: TESDA
Services NC II
Jinnevie B. Fuentes Revision # 00
JOB SHEET 1.1-1

Title : How to Listen to the guest to resolve their

concerns/complaints.

Performance Objective: Given the situation assigned to you, you should

be able to perform a skit on how to listen to the
guest to resolve their concerns/complaints
following all the contents and guidelines.

Supplies/Materials : Pen and Paper

Steps/Procedure:

1. Secure all the necessary supplies/materials in line with the job

requirements.
2. Find a partner.
3. You will act as a customer and your partner will act as a food
server/waiter.
4. Create a conversation based on a given scenario on how to
listen to the guest to resolve their concerns/complaints.
5. Perform the actual customer service flow from greeting the guest
to guest departure.
6. Submit your work to your trainer for checking and evaluation.

Assessment Method:

 Oral Questioning
 Demonstration
 Performance Assessment using the Performance Criteria
Checklist.

Qualification: Date Developed: Document No. TRS512392

November 15, 2021 Issued by:

Page
Food and Beverage 1 of 200
Developed by: TESDA
Services NC II
Jinnevie B. Fuentes Revision # 00
Performance Criteria Checklist: 6.1-1

CRITERIA
YES NO
Did you….
1. Secure all the necessary supplies/materials
in line with the job requirements.
2. Find a partner.

3. You will act as a customer and your partner

will act as a food server/waiter.
4. Create a conversation based on a given
situation on how to listen to the guest to
resolve their concerns/complaints.
5. Perform the actual customer service flow
from greeting the guest to guest departure.
6. Submit your work yo your trainer for
checking and evaluation.

_________________________________

Name and Signature of Trainer

_________________________________

Date:

Qualification: Date Developed: Document No. TRS512392

November 15, 2021 Issued by:

Page
Food and Beverage 1 of 200
Developed by: TESDA
Services NC II
Jinnevie B. Fuentes Revision # 00
Qualification: Date Developed: Document No. TRS512392

November 15, 2021 Issued by:

Page
Food and Beverage 1 of 200
Developed by: TESDA
Services NC II
Jinnevie B. Fuentes Revision # 00