LESSON PLAN IN TLE 7 (Contact Center Services)

Time Allotment: 60 Minutes

February 15, 2018 3:00-4:00 Simplicity
I. Objective
LO 1. Prepare equipment
1.1 List equipment based on job requirement
1.2 Identify appropriate equipment

II. Content
A. Topic: USE OF TOOLS AND EQUIPMENT (Equipment in Contact Center
Services)
B. Content Standard: The learners demonstrate an understanding of
equipment used in Contact Center Services.
C. Performance Standard: The learners shall be able to independently use
equipment in Contact Center Services.
D. Learning Competency: Code: TLE_ICTCC7/8UT-0a-1
E. Integration:

III. Learning Resources

A. References
1. Teacher’s Guide pages:
2. Learner’s Material pages:
3. Textbook pages:
4. Additional Materials from Learning Resources (LR) portal
 Internet:

B. Other Learning Resources

Materials:

IV. Procedure
A. Activity
Pre-activity
a. Drill
Arrange the following jumbled letters:
enohpllec egassem retupmoc
b. Review
No review given due to new lesson
c. Motivation
Ask:
 What are the things we need when we want to cook rice?
 Why do we need to have those things?
 How do you relate it with our topic today?

Activity Proper:
 Group the class into five. Each group will be given a long bond paper.
They must make a concept map about the terms given to them in 10
minutes. Afterwards, they need to choose a reporter to show their
work in class.

B. Analysis
1. Do you know what are those terms presented?
2. How will those terms will help you for our topic today?

C. Abstraction
Based on the responses, teacher further discuss and explain the different
tools and equipment used in Contact Center Services.
Ask: What are the tools and equipment used in Contact Center Services
and their uses?

D. Application
In pair, students must be able to identify and list down the appropriate
tools and equipment for a given job requirement.

V. Assessment
In ¼ sheet of paper, answer the Self-check 1.1.

VI. Assignment
No assignment given for today.

VII. Remarks

VIII. Reflections
 LESSON PLAN IN TLE 7 (Contact Center Services)

Time Allotment: 60 Minutes

February 19, 2019 3:00-4:00 Simplicity

I. Objective
LO 1. Prepare quipment
1.3 Classify equipment according to function and task requirement

II. Content
A. Topic: USE OF TOOLS AND EQUIPMENT (Equipment in Contact Center
Services)
B. Content Standard: The learners demonstrate an understanding of
equipment used in Contact Center Services.
C. Performance Standard: The learners shall be able to independently use
equipment in Contact Center Services.
D. Learning Competency: Code: TLE_ICTCC7/8UT-0a-1
E. Integration: GAD

III. Learning Resources

A. References
1. Teacher’s Guide pages:
2. Learner’s Material pages:
3. Textbook pages:
4. Additional Materials from Learning Resources (LR) portal
 Internet:

B. Other Learning Resources

Materials:

IV. Procedure
A. Activity
Pre-activity
a. Drill
Pronounce the following correctly:
 Compute  Internet  Custome
r  Browser r
 Headset  Workforc
e
b. Review
What are the tools and equipment used in Contact Center Services
and their uses?
c. Motivation
Ask:
  Why do we need to know about GAD?
 In doing a certain task, is there any gender required to accomplish
it? Defend your answer.

Activity Proper:
Group the class into five, regardless of gender. Each group will be
given a long bond paper. They must classify the 11 tools and
equipment whether they are software or hardware in 10 minutes.
Afterwards, they need to choose a reporter to show their work in
class.

B. Analysis
1. Why do we need to classify them?
2. As a student, what should you do in order to familiarize each tool and
equipment?

C. Abstraction
Based on the responses, teacher further discuss and explain the
classification of equipment according to function and task requirement
used in Contact Center Services.
Ask: What are the classifications of equipment according to function and
task requirement used in Contact Center Services?

D. Application
In group, students must be able to classify the equipment according to
function and task requirement on a given process flow. Write down your
answer in a one whole sheet of paper.

V. Assessment
In ¼ sheet of paper, answer the Self-check 1.2.

VI. Assignment
No assignment given for today.

VII. Remarks
Modesty:
Simplicity:

VIII. Reflections

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 LESSON PLAN IN TLE 7 (Contact Center Services)

February 26, 2019 3:00-4:00 Simplicity

I. Objective
LO 2. Inspect equipment received
2.1 Check the list of equipment to be requested per job requirement
2.2 Inspect the requested equipment
2.3 Assess the condition of all equipment for proper operation and safety

II. Content
A. Topic: USE OF TOOLS AND EQUIPMENT (Requisition Procedures)
B. Content Standard: The learners demonstrate an understanding of
equipment used in Contact Center Services.
C. Performance Standard: The learners shall be able to independently use
equipment in Contact Center Services.
D. Learning Competency: Code: TLE_ICTCC7/8UT-0b-2
E. Integration: DRRM/SBM-WinS

III. Learning Resources

A. References
1. Teacher’s Guide pages:
2. Learner’s Material pages:
3. Textbook pages:
4. Additional Materials from Learning Resources (LR) portal
 Internet:

B. Other Learning Resources

Materials:

IV. Procedure
A. Activity
Pre-activity
a. Drill
Identify the basic component needed in Contact Center Services.
b. Review
What are the classifications of equipment according to function and
task requirement used in Contact Center Services?
c. Motivation
Ask:
 What do you do before going to school?
 Why do we need to check our things before going to school?
  How will you relate this with our topic today?

Activity Proper:
In pair, check what is inside the bag of your classmate. List it down in
a ¼ sheet of paper. Try to assess the things you found inside if they
are still in good condition or not.

B. Analysis
1. How many are in good condition and not?
2. How important does checking the condition of each things?
3. How it can help you as a student?

C. Abstraction
Based on the responses, teacher further discuss and explain the topic or
competency for today. Explain afterwards the application of DRRM
principles and importance of applying SBM-WinS in doing the said
competency.
Ask: How to check the list of equipment to be requested per job
requirement? How to inspect the requested equipment? How to
assess the condition of all equipment for proper operation and
safety?

D. Application
Group the class into five. Each group must list down the things you see
on the demonstration table. Inspect each one of them and assess if they
are still in good condition or not.

V. Assessment
In ½ crosswise, answer the following:
1. How to check the list of equipment to be requested per job
requirement?
2. How to inspect the requested equipment?
3. How to assess the condition of all equipment for proper operation and
safety?

VI. Assignment
No assignment given for today.

VII. Remarks
Simplicity:

VIII. Reflections