cblm - english

COMPETENCY-BASED LEARNING MATERIALS

English I Grammar, Composition and Speech I

Sector ENGLISH IQualification Grammar, Composition, and Speech I

Unit Title Grammar, Usage, and Mechanics

Module Title Nouns

LASALTECH INCORPORATEDComputer Training CenterCor. Mabini - JM Basa Sts.La Carlota City, Negros Occ.

Competency-Based Learning Materials

Grammar, Composition and Speech I

Finishing Course for Call Center Agents NC II

Date Developed: August 11, 2012Date Revised:

Document No. FCCCA-05Issued by:

Lasaltech, Inc. of 26

Developed by:Engr. Ma. Adelfa A. Samillano Revision # 01

ACKNOWLEDGMENT

The Competency-Based Learning Materials on Communicating Electronically in Writing would not have been made possible without the direct and indirect involvement of other people. To

TESDA Provincial Office, under the leadership of Dir. Lorena T. Yungque, (whose leadership, commitment and hard work inspired the same values) for the Scholarship,

The facilitators of Bro. Rolando R. Dizon Trainor’s Training Center: Sir Ed, Sir Alan, Sir Diesto and Ms. Teray for their guidance,

The FILiMAGINEERS Staff: KZ, Peter, Pinkie and Glenoid for the much needed distraction (read: Batman, Spiderman, Brave and Bourne Legacy),

The pioneer batch of TM1especially to Sir JM for unselfishly sharing his expertise and training output,

My Lasaltech family, especially Ms. Teray, for the unwavering support and recommendation,

My family: Tatay, Nanay, Glory, Volts, Mary, Shifu, Tara, Cuchi, Coco, Limbo and Lucky for understanding my absence on weekends,

And

The Almighty for the wisdom and strength that made all this possible,

Thank you.






HOW TO USE THIS COMPETENCY-BASED LEARNING MATERIALS

Welcome!

The unit of competency “Communicate Effectively in a Contact Service Center” is one of the competencies of Finishing Course for Call Center Agents, a course which comprises the knowledge, skills and attitudes required for a trainee who intends to work in BPO or the Call Center Industry.

The Module, “Communicating Electronically in Writing”, contains training materials and activities related to working with email.

In this module, you are required to go through a series of learning activities in order to complete the learning outcome which includes an Information Sheet, a Self-check and a Job Sheet. Follow and perform the activities on your own. If you have any question, do not hesitate to ask your facilitator.

Remember to:

Read Information Sheet and complete the Self-Check. Suggested references are included to supplement materials in this module.

Perform Job Sheets until you are confident of your outputs conform to the Performance Criteria Checklist.

Submit outputs of your Job Sheets to your facilitator for evaluation and recording in the Progress Chart. Outputs shall serve as your portfolio during the Institutional Competency Evaluation. When you feel that you have sufficient practice, ask your trainer to evaluate you. The result of your assessment will be recorded in the Progress Chart.

You must pass the Institutional Competency Evaluation before moving to another competency. A Certificate of Achievement will be awarded to you after passing the evaluation.






FINISHING COURSE FOR CALL CENTER AGENTS NC IICOMPETENCY-BASED LEARNING MATERIALS

List of Competency

No. Unit of Competency Module Title Code

1.

Communicate Effectively in a Customer Contact Center?

Communicating Effectively in a Customer Contact Center

XX121

2.Render Quality Customer Service

Rendering Quality Customer Service

XX123






MODULE CONTENT

UNIT OF COMPETENCY Grammar, Usage, and Mechanics

MODULE TITLE Nouns

MODULE DESCRIPTOR:

This module contains the knowledge and skills in listening, speaking, reading, and writing that will equip the students to attain competence in communication essential to their chosen field.

NOMINAL DURATION: 1.5 hours

LEARNING OUTCOMES :

1. Identify the Parts of speech2. Use the Parts of Speech in Sentences3. Communicate effectively by using different parts of speech

ASSESSMENT CRITERIA

1. Written communication produced is grammatically correct.2. Correct rules on subject-verb agreement are applied3. Appropriate verb tenses are used when stating facts, narrating past

events.4. Written communication is produced according to accepted format5. Protocol for electronic messages is properly identified.






LEARNING OUTCOME O4:

Communicating electronically in writing

Contents:

1. Identify electronic messages protocol,

2. Store, delete, and forward virus free electronic messages correctly, and

3. Observe safety precautions in operating computers according to OHS Standard.

Assessment Criteria:

1. Protocol for electronic messages is properly identified

2. Electronic messages correctly stored, deleted and forwarded, virus free

3. Proper sitting position according to OHS Standard is observed

4. Electrical connections of computer are checked prior to operation

Conditions:

The participants will have access to:

1. PC with internet

2. CBLM

Assessment Method:

1. Written

2. Demonstration






Learning Experiences

Learning Outcome 4 Nouns

Learning Activities Special Instructions

Read Information Sheet 1.4-1 on Communicate electronically in Writing

Read and understand the Information Sheet 1.4-1 Communicate electronically in Writing.

Answer the Self-Check at the end of the Information Sheet

Verify understanding by answering the Self-Check 1.4.1.

Perform Job Sheet 1.4-1 on Communicate electronically in Writing

Job Sheets will help you practice your skills

The Performance Criteria Checklist will help and guide you evaluate your work as you are practicing your skill.

Evaluate your own work based on the Performance Criteria Checklist. When you are ready, present your work to your trainer for final evaluation and recording.

If you have questions about the use of the matrix, please ask your trainer.






Information Sheet 1.4-1

Nouns

Learning Objectives:

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

1. Define Nouns,

2. Identify the kinds of Nouns,

3. Recognize Plural Nouns, Possessive Nouns, and Contractions.

Introduction

A noun is a word that names a person, a place, a thing, or an idea.

NOUNSPERSONS sister, mayor, player, coach, pianist, childrenPLACES park, zoo, lake, school, playground, desert, cityTHINGS magazine, boots, rose, pencil, peach, baseball, carIDEAS honesty, truth, democracy, pride, maturity, progress

A common noun names any person, place, thing, or idea.

A proper noun names a particular person, place, thing, or idea.

The first word and all other important words in a proper noun are capitalized: Edgar Allan Poe, Statue of Liberty.

Common nouns can be either concrete or abstract.

Concrete nouns name things you can see or touch.

Abstract nouns name ideas, qualities, and feelings that can’






KINDS OF NOUNSCOMMON NOUNS PROPER NOUNS

Abstract Concretetruth document Supreme Courtcourage crown Queen Elizabeth Itime snow Decemberhistory museum Museum of Modern Artentertainment actor Josh Hutchersoneducation school Harvard Universitycomedy comedian Jim Careyfriendship friend Jessicatragedy ship Titanic

Compound Nouns are nouns made of two or more words.

A compound noun can be one word, like story book, or more than one word, like ice cream. A compound noun can also be joined by one or more hyphens, like runner-up.

SINGULAR AND PLURAL NOUNS

A singular noun names one person, place, thing, or idea. A plural noun names more than one.

To form the plural of most nouns, you simply add –s. Other plural nouns are formed in different ways.

FORMING PLURAL NOUNSNOUNS ENDING

WITHTO FORM PLURAL EXAMPLES

s, z, ch, sh, x Add -es busbuses

buzzbuzzes

boxboxes

O preceded by a vowel Add -s rodeorodeos

studiostudios

radioradios

o preceded by a consonant

Usually add –es

Sometimes add –s.

heroheroes

zerozeros

potatopotatoes

photophotos

echoechoes

pianopianos






y preceded by a vowel Add -s daydays

turkeyturkeys

toytoys

y preceded by a consonant

Usually change y to i and add –es.

citycities

diarydiaries

pennypennies

f or fe Usually change f to v and add –s or -es

wifewives

leafleaves

halfhalves

Sometimes add –s

roofroofs

chiefchiefs

beliefbeliefs

To form the plural of compound nouns written as one word, usually add –s or –es. To form the plural of compound nouns that are written as more than one word or are hyphenated, make the main noun in the compound word plural, or check a dictionary.

COMPOUND NOUNSONE WORD doorbells, necklaces, rosebushes, Exception:

passersbyMORE THAN ONE WORD

post offices, dining rooms, maids of honor, high schools

HYPHENATED brothers-in-law, great-aunts, eighth-graders, push-ups

Words such as family and team are called collective nouns.

A collective noun names a group of people, animals, or things.

A collective noun subject may be followed by a singular or a plural verb, depending on the meaning. The subject is singular when the members of the group act as a single unit. The subject is plural when each member of the group acts separately. Other words in the sentence can sometimes help you decide heather a collective noun is singular or plural.

EXAMPLE The team shares the field with its opponent.(shares, its, singular)

EXAMPLE The team share their jokes with one another.(share, their, plural)






POSSESSIVE NOUNS

A noun can show ownership or possession of things or qualities. This kind of noun is called a possessive nouns.

A possessive noun tells who or what owns or has something.

Possessive nouns may be common nouns or proper nouns. They may also be singular or plural. Notice the possessive nouns in the following sentences:

SINGULAR NOUN Rita has a book about baseball.

SINGULAR POSSESSIVE NOUN

Rita’s book is about baseball.

PLURAL NOUN Several cities have baseball teams.

PLURAL POSSESSIVE NOUN These cities’ teams attract fans.

Possessive nouns are formed in one or two ways. To form the possessive of singular nouns and plural nouns not ending in s, add an apostrophe and s (‘s). To form the possessive of plural nouns ending in s, add just an apostrophe at the end of the word.

FORMING POSSESSIVE NOUNS

NOUNS TO FORM POSSESSIVE

EXAMPLES

All singular nouns; plural nouns not ending in s.

Add an apostrophe and s (‘s).

A girl – a girl’s nameGermany – Germany’s exportsthe bus – the bus’s capacityMs. Ames-Ms. Ames’s classchildren-children’s toyswomen-women’s coats

Plural nouns ending in s

Add just an apostrophe (‘) at the plural noun.

babies-babies’ birth weight

the Joneses-the Joneses’ car






RECOGNIZING PLURALS, POSSESSIVES, AND CONTRACTIONS

Most plural nouns, all possessive nouns, and certain contractions and with the sound of s. These words may sound alike, but their spellings and meanings are different.

NOUN FORMS AND CONTRACTIONS

EXAMPLE MEANING

Plural Noun The students wrote a play. More than one student.

Plural possessive Noun

The students’ play is good. the play by several students

Singular Possessive Noun

I saw the student’s performance.

The performance of one student

Contraction This student’s the author.

This student’s written many plays.

This student is the author.

This student has written other plays.

A contraction is a word made by combining two words and leaving out one or more letters. An apostrophe shows where the letters have been omitted.

Plural nouns don’t have an apostrophe. Contractions and singular possessive nouns look exactly alike. Some plural possessive nouns end with ‘s, and some with just an apostrophe. You can tell these words apart by the way they’re used in a sentence.

NOUN FORMS AND CONTRACTIONS

PLURAL NOUNS

CONTRACTIONS

SINGULAR POSSESSIVE

NOUNS

PLURAL POSSESSIVE

NOUNS

speakers speaker’s speaker’s Speakers

women woman's woman's women's

echoes echo's echo's echoes'

countries country’s country’s countries'






Reference:

Grammar and Composition Handbook. United States of America: Glencoe/ McGraw-Hill






Self- Check 1.4-1

I. Write each noun. Label the common nouns C and the proper nouns P.

1. Paul rolled his wheelchair up the ramp and into the Weston Municipal Building.

2. The Empire State Building in New York City was once the tallest structure in the world.

3. Friendship and loyalty are two qualities most people admire.

4. Buy your fruits and flowers at Friendly Farm Market in Bacolod City.

5. Abraham Lincoln served as president during his the Civil War.

6. Harry bought several souvenirs during his visit to the Disney World.

7. The United Nations encourages peace and cooperation among nations.

8. My mom sometimes calls Pizza Pantry for a quick delivery.

9. Grandma Anna often describes memories of her youth on a farm in Baguio City.

10. The librarian recommended The Fault in Our Stars, a book by John Green.

II. Write the plural form of each noun.

1. Mailbox 6. valley

2. belief 7. bush

3. country 8. mother-in-law

4. banana 9. potato

5. leaf 10. Radio

III. Write the possessive form of the noun in the parentheses.

1. The teacher read (Doris) composition.

2. I took my little brother to the (children) story hour at the library.

3. The (Santos) house stands on the corner.

4. Is (Philippines) climate hot enough for you?

5. My (parents) cars are parked in the driveway.

6. The (judge) decision is final.

7. You will find (men) suits on the third floor.






8. I have seen many of (Luzon) tourist attractions.

9. Return this key to the (boys) locker room.

10. I got (Lebron James) autograph!

IV. Identify the italicized word in each sentence by writing plural noun, singular possessive noun, plural possessive noun, or contraction.

1. The nurses’ committee will meet on Monday.

2. Keely’s parents attend all her football games.

3. My aunt’s left for a trip to China.

4. Is Philippines climate hot enough for you?

5. Many students volunteer throughout the community.

6. No opponent has defeated the girls’ basketball team.

7. Have you found the dog’s leash?

8. The principal called the boy’s parents.

9. The astronauts’ voyage to the moon was a success.

10. The Pattons moved to Santa Fe last month.

ANSWER KEY 1.4-1Test I

1. Paul, P; wheelchair, C; ramp, C; Weston Municipal Building, P.2. Empire State Building, P; New York City, P; structure, C; world, C3. Friendship, C; loyalty, C; qualities, C; people, C4. Fruits, C; flowers, C; Friendly Farm Market, P; Bacolod City, P5. Abraham Lincoln, P; president, C; Civil War, P6. Harry, P; souvenirs, C; visit, C; Disney World, P7. United Nations, P; Peace, C; cooperation, C; nations, C8. Mom, C; Pizza Pantry, P; delivery, C9. Granda Anna, P; memories, C; youth, C; farm, C; Baguio City, P10. Librarian, C; The Fault in Our Stars, P; book, C; John Green, P






Test II

1. Mailboxes

2. beliefs

3. countries

4. bananas

5. leaves

6. valleys

7. bushes

8. mothers-in-law

9. potatoes

10. radios

Test III

1. Doris’s

2. Children’s

3. Santos’

4. Philippines’

5. parents'

6. judge’s

7. men’s

8. Luzon’s

9. boys'

10. Lebron James’s






Test IV

1. Plural possessive noun

2. Singular possessive noun

3. Contraction

4. Plural noun



7. Contraction



10. Plural noun






JOB SHEET 1.4-1

Title: Communicate Electronically in Writing

Performance Objective:

Given a PC connected to the internet, you should be able :

1. Store, delete, and forward electronic messages correctly and virus free,

2. Observe safety precautions in operating computers according to OHS Standard.

Supplies/Materials : Task Sheet and Performance Criteria

Checklist

Equipment : PC with Internet

Steps/Procedure:

1. Check connections of computer.2. Turn on the Computer.3. Open a Browser4. Log-in to a Web mail and do the ff:

Reading Mail

Click Inbox to show all message received and do any of the following steps below:

A. To download an attachment in its original formata. Open the message containing an attachment.

b. Click Download at the bottom of the message. This will save the attachment to your computer.

B. To view the attachment without downloading ita. Open the message containing an attachment.

b. Click the View link at the bottom of the message. This works with the following file types: .pdf, .doc, .xls, .ppt, .rtf, .sxw, .sxc, .sxi, .sdw, .sdc, .sdd, and .wml.

c. When you're finished viewing the attached file, just close






the new browser window to return to Gmail.

Composing Mail

To compose a message, follow these steps:

a. Click Compose to open the Compose window.b. Type your recipient's email address in the 'To:' field.

c. Enter a subject for your message in the 'Subject:' field. click in the large field below and type away.

d. When you're done composing, click the Send button (located just above the 'To:' field).

Adding Attachments

To attach a file to a message you're composing, follow these steps:

a. Click Attach a file under the subject field. b. Browse through your files and click the name of the file

you'd like to attach.

c. Click Open.

To attach multiple files, hold the command (Mac) or Ctrl (PC) key while selecting your files, or click Attach another file.

Keep in mind that you can't send executable files or messages larger than 25 MB.

Deleting Mail

You can either delete an entire conversation thread or one specific message from a conversation.

A. To delete an entire conversation thread:

1. Open the message (or select the checkbox next to it).

2. Click the Delete button.

B. To delete a single message from a conversation thread:

1. Open the conversation and find the message.

2. Click the down arrow next to Reply, at the top right of the message pane.






http://mail.google.com/support/bin/answer.py?answer=6590

http://mail.google.com/support/bin/answer.py?answer=8770

3. Click Delete this message.

*Deleted messages and conversations are permanently removed from Gmail 30 days after you send them to Trash.

Assessment Method: Practical Demonstration

Performance Criteria






Performance Criteria Checklist 1.4-1

CRITERIADid you….

YES NO

1. Check computer electrical connection prior to operation

/

2. Observe proper sitting position according to OHS Standard

/

3. Observe proper email etiquette /

4. Correctly store and send electronic messages /

5. Delete electronic messages with accuracy /

6. Correctly forward a virus free email /






cblm - english

Documents

training materials

learning outcome

center industry

series of learning activities

contact service center

dizon trainors training

sir jm

sir ed