9

TLE-ICT (Contact Center

Services)
Activity Sheet Quarter 1 – LO 1

Personal Entrepreneurial Competencies

REGION VI – WESTERN VISAYAS

TLE 9 – ICT (Contact Center Services)
Activity Sheet No. 1
First Edition, 2021

Published in the Philippines

By the Department of Education
Region 6 – Western Visayas

Republic Act 8293, section 176 states that: No copyright shall subsist in any
work of the Government of the Philippines. However, prior approval of the
government agency or office wherein the work is created shall be necessary for
exploitation of such work for profit. Such agency or office may, among other things,
impose as a condition the payment of royalties.

This Learning Activity Sheet is developed by DepEd Region 6 – Western

Visayas.

ALL RIGHTS RESERVED. No part of this learning resource may be

reproduced or transmitted in any form or by any means electronic or mechanical
without written permission from the DepEd Regional Office 6 – Western Visayas.

Development Team of TLE 9 – ICT (Contact Center Services) Activity Sheet

Writer: Ma. Irene M. Madulid

Reviewer/Editor: Edward E. Baña

Schools Division Quality Assurance Team:

Schubert Anthony C. Sialongo
Edward E. Baña
Allan B. Montenegto
Michelle P. Jordan
Division of Antique Management Team:
Felisa B. Beriong, CESO VI
Corazon C. Tingson
Gaudencio C. Riego, PhD
Schubert Anthony C. Sialongo
Edward E. Baña
Regional Management Team
Ramir B. Uytico
Pedro T. Escobarte, Jr.
Elena P. Gonzaga
Donald T. Genine
April C. Velez
Abraham P. Imas
Jo-an R. Pet
Introductory Message
Welcome to TLE 9 – ICT (Contact Center Services)!

The Learning Activity Sheet is a product of the collaborative efforts of the

Schools Division of Antique and DepEd Regional Office VI - Western Visayas
through the Curriculum and Learning Management Division (CLMD). This is
developed to guide the learning facilitators (teachers, parents and responsible
adults) in helping the learners meet the standards set by the K to 12 Basic Education
Curriculum.

The Learning Activity Sheet is self-directed instructional materials aimed to

guide the learners in accomplishing activities at their own pace and time using the
contextualized resources in the community. This will also assist the learners in
acquiring the lifelong learning skills, knowledge and attitudes for productivity and
employment.

For learning facilitator:

The TLE 9 – ICT (Contact Center Services) Activity Sheet will help you
facilitate the leaching-learning activities specified in each Most Essential Learning
Competency (MELC) with minimal or no face-to-face encounter between you and
learner. This will be made available to the learners with the references/links to ease
the independent learning.

For the learner:

The TLE 9 – ICT (Contact Center Services) Activity Sheet is developed to

help you continue learning even if you are not in school. This learning material
provides you with meaningful and engaging activities for independent learning. Being
an active learner, carefully read and understand the instructions then perform the
activities and answer the assessments. This will be returned to your facilitator on the
agreed schedule.
 Quarter 1, Week 1 - 2

Learning Activity Sheets (LAS) No. 1

Name of Learner: ____________________________________________________

Date: __________________________ Grade and Section: ___________________

TLE 9 - ICT (Contact Center Services) ACTIVITY SHEET

Personal Entrepreneurial Competencies

I. Learning Competency
Recognize PECs needed in Contact Center Services (TLE_PECS9-I0-1)

II. Background Information for Learners

PERSONAL ENTREPRENEURIAL COMPETENCIES

Have you ever thought about running your own business? Entrepreneurship
has brought great success to some people, but it's not a career path for all. Do
you think you can handle the stress and hard work that go with running a small
business enterprise? The key to success in a small business enterprise is your
entrepreneurial ability to produce the desired results. Before embarking on your
first business, it's worth spending some time evaluating your own preparedness
for entrepreneurship. Try to examine your own personality and compare it with
the Personal Entrepreneurial Competencies (PECs) of a successful
entrepreneur. Ask yourself if you are ready to enter into the world of business.
If your answer is yes, consider this reminder: “Successful entrepreneurs
continuously develop and improve their PECs.”

Entrepreneur - the people in the marketplace who are selling items or offering
services for a fee.
- is a person who sees the potential in a product or service and
takes the risk selling it.
- a person who organizes and operates a business or
businesses, taking on greater than normal financial risks in order
to do so.

 The possibilities for business are almost endless. There are always
new products being introduced in the market. There are more just waiting for
the right entrepreneur to recognize and offer them to buyers.

 The success of a businessperson greatly depends on a certain set of

characteristics called Personal Entrepreneurial Competencies (PECs). In
business, it is not enough to have fondness and skills for a trade. These traits
must also work with other qualities to make an enterprise work.
Important Entrepreneurial Traits:

1. Hardworking: if you are determined to run your own business, you must
concentrate on your work either as a producer or a seller. The success of
your business depends on how much time and effort you will spend on it.

2. Self-Confidence: you must have a strong faith in your ability despite the
problems that you will encounter along the way.

3. Future-Oriented: once you enter in a line of business, you must

understand that you are in a non-stop contract as an entrepreneur. It may
take several years to develop a business to a reasonable standard. The
goal for most successful business people is to build a secure job and ensure
a stable income for themselves based on their own ability.

4. Profit-Oriented: When you enter the world of business, you are obviously
looking for what you know will be your bread and butter, not only for you, but
also for your family. Therefore, you must see to it that the business can
generate enough income. Another plan of action is to expand your own
business through the use of your generated income.

5. Goal-Oriented: An entrepreneur is forward looking. You need advanced

preparation for your business. You set a long-term goal for the activities that
are needed, an extensive preparation for the production process and
procedures that you need to go through to acquire human and non-human
resources. Everything in your business will have to be set clearly, organized,
and planned depending on the goal you want to achieve.

6. Persistent: Differences in opinion and judgment may vary. Your opponent

can be part of the rejection about what you intend to do for your endeavor.
As an entrepreneur, you must be firm, strong-willed, and be able to stick to
or follow your own belief.

7. Copes with Failure: “Learn from mistakes”. As an entrepreneur, you

must learn how to deal with the frustrations and failures. Instead, turn these
into productive learning experiences.

8. Responds to Feedback or is open to Feedback: You must be concerned

about knowing how well you are doing and keep track of your performance.
You must obtain useful feedback and advice from other people.

9. Takes the Initiative: A successful entrepreneur takes the initiative. You

must put yourself in a position where you personally are responsible for the
failure or success of your business.

10. Willing to Listen: Take time to listen to the advice, suggestions, and
recommendations of fellow entrepreneurs. These will help your business
grow.
 11. Sets Own Standards: This involves developing and using logical, step-by-
step plans to reach the goals, or offering evaluation alternatives, monitoring
progress, and switching to successful strategies for the goal you want to
achieve. To be a successful entrepreneur you must take into consideration
that sales and production depend on your own standards.

12. Copes with Uncertainty: Pursue your vision to be a successful

entrepreneur. You should know how to handle unusual events that may
happen in the business which include problems in managing the workers,
problems on the delivery of goods and services, and the problems on
demand and production. You must be patient in dealing with these
uncertainties.

13. Committed: You should know that in your business, personal needs,
attachment to your friends, families and relatives are set aside. You must
separate the money for your business from the amount that you need to
spend for personal obligations and lifestyle.

14. Builds on Strengths: Successful business people base their work on

strengths. Use your manual skills, knowledge in creating products or
services, knowledge in trade and industry, ability to make and use a wide
network of contacts to build your business.

15. Reliable and has Integrity: As an entrepreneur, to make a wide network…

you must build a good reputation, possess the courage to do the right thing,
do what you say, walk your talk, be loyal, and be fair in dealing with
subordinates and costumers.

16. Risk-Taker: Risk sometimes cannot be anticipated. When misfortunes

happen, consider these as challenges and work them out and set good
alternatives. Risks may result in loss of your business or even bankruptcy.

Strengthening your Identified PECs:

1. React positively to criticisms and open to feedback.

2. Always demonstrate positive attitude to achieve a desired goal.
3. Always project a strong and well-balanced behavior.
4. Always exercise an assertive style in your work environment.
5. Avoid being too passive and too aggressive.
6. Don’t let anyone worsen your business life.
7. Prioritize your business goal rather than personal goal in order to become a
successful entrepreneur.
8. Acquire specific skills for creating and maintaining a conducive work
environment.
9. Be responsible in everything you do in your business.
10. Always observe business ethics in putting up a business.

III. Accompanying DepEd Textbook and Educational Sites (With Possible

Materials for experiments/activities)
1. TLE 9 – ICT, Learners Material, Contact Center Services, First Edition, 2013
2. TLE 9 – ICT, Teachers Guide, Contact Center Services, First Edition, 2013
 3. https://en.wikipedia.org/wiki/Google_Classroom

IV. Activity Proper

A. Assessing the PECs of a Practitioner

1. From the list below, select the appropriate characteristics and traits which
you feel best describe a successful practitioner of Contact Center Servicing
in your locality:
Creative Resourceful Persistent Organized
Independent Confident Risk-taker
Observant
Competent Trustworthy Optimistic Passionate
Flexible Sensitive Committed Dynamic
Efficient Hardworking Decision-maker Reliable
Knowledgeable Persevering Strong-minded Courteous
Write down the descriptions in the first column.

2. In the second column, think of your personal assessment of a successful

entrepreneur. This assessment would give you the idea of significant
characteristics and traits that a successful practitioner must possess.

Practitioner Assessment
Example: Trustworthy A practitioner should be
trustworthy, he/she should be able
to deliver and carry out things that
he/she promised to a client or
customer.
1.

2.

3.

4.

5.
B. My techniques to strengthen PECs

In the chart below, write at least five techniques that would allow you to
strengthen your own PECs. Write the PECs that you feel you still need to focus
on strengthening at the center.

000

Please download template of Exercises/Activities and

submit/turn in answers in Google Classroom.
Open the link in Google Classroom for the Summative Test.

V. Reflection (Please copy the questions and type your answers in

Google Docs and send it to Google Classroom.). For those who are not
enrolled in an online learning write your answer on a piece of paper.

a. What insights have you gained from the lessons?

b. What significant values have you developed while doing the activities?
 c. What difficulties did you encounter and how did you overcome them?

VI. Answer Key (Not Applicable)