Division of City Schools
CLARO M. RECTO HIGH SCHOOL
Legarda, Manila
WELLNESS MASSAGE 10
Q2-LEARNING ACTIVITY SHEET 4
Name: Grade & Section:
Teacher: Date:
I. Objectives:
Understand the importance of telephone etiquette in professional communication.
Apply proper techniques for answering, managing, and ending phone calls professionally.
II. Learning Content: Telephone etiquette refers to the behaviors and protocols that ensure effective, respectful,
and professional communication during phone interactions.
Activity 1: AGREE OR DISAGREE
Direction: Write the word AGREE if the statement is appropriate and write DISAGREE if it is not. Write
your answer in the space provided before each number.
________1. Be prepared with pen and message slip when you answer the phone.
________2. A bright, cheerful greeting will lift most people’s spirits and set the proper tone for the call.
________3. You can always transfer the caller to voicemail instead of taking a paper message.
________4. Whether answering the phone or making phone calls, using the proper etiquette is a must to
maintain a certain level of professionalism.
________5. While answering the phone, remain calm to maintain positive and friendly mood.
Activity 2: MULTIPLE CHOICE
Direction: Choose the letter of the correct answer. Write your answer in the space provided before each
number.
____1. What should you do if a caller reaches the wrong department?
A. Hang up immediately.
B. Ignore their concerns.
C. Transfer them to the correct department without explanation.
D. Politely guide them to the appropriate person or department.
____2. Which of the following is NOT an example of good telephone etiquette?
A. Speaking clearly and with a pleasant tone.
B. Listening actively and avoiding interruptions.
C. Using polite phrases like “How can I assist you?”
D. Mumbling and rushing through the conversation.
____3. When taking a message, what should you ask for?
A. Only the caller’s name.
B. The caller’s phone number only.
C. A voicemail instead of a message.
D. The caller’s name, phone number, and message details.
____4. What is an appropriate way to end a phone conversation?
A. Interrupt the caller to say goodbye.
B. Make up a story to end the call quickly.
C. Hang up as soon as the client stops talking.
D. Politely summarize the conversation and thank the caller.
____5. What phrase is considered polite and professional during a phone call?
A. “What do you want now?”
B. “I don’t have time for this.”
C. “I’m busy. Call again later.”
D. “You’re welcome. I’d be happy to do that for you.”
Activity 3: ‘How will you Say it?’ Based on what you learned from the lesson, how will you do the following.
1. Answering the phone
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2. Introducing yourself
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3. Taking the client’s information
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4. Confirming the information
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5. Finishing a conversation
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