This document provides a lesson on intonation for contact center services. It defines intonation as how the voice rises and falls when speaking. There are three types of intonation patterns - rising, falling, and rise-fall. The document provides examples of different sentences that demonstrate each intonation pattern. It includes two learning activities where students practice reading sentences aloud using the correct intonation patterns.

1. Learning Activity Sheet
TLE-ICT Contact Center Services Grade 10
Second Quarter - Week 5
Name of Learner: _______________________________________________ Date:_______
Section: ________________
MELC No: N/A
MELC: CG - LO 3. Use paralanguage communication cues
3.1 Identify the importance of voice and accent in the contact center industry
3.2 Use correct vocal techniques to enhance message reception
Title of the Lesson: Accent: Intonation
Intonation is the way you say things, rather than what are you saying, in the way
your voice rises and falls. In the speech, higher intonation is a way to excite the
audience, while slowing and lowering your intonation indicates the endpoint of
speech. There are things we have to consider in using intonation when speaking.
There are the following:
Three ways to make Intonation
1. Get louder or raise the volume.
2. Stretch the word out or lengthen the word that you want to draw attention
3. Change your pitch.
Basic patterns of Intonation
1. Rising Intonation – The pitch of the voice rises at the end of a sentence.
- The more vocal pitch tends to rise when the person speaking is
hesitant or uncertain. There will be a final high rise in pitch to
indicate a high degree of uncertainty or incompletion in the meaning:
- It is typically used in yes/no questions and question tags that
are real questions.
- An upward arrow (➚) indicates a rise in intonation.
(Ask the students to repeat after you have read the example
sentences).
✔ YES/NO Question – These are the questions that can be
answered by a Yes or a No.
● Do you like your new ➚shoes?

2. Page 2 of 4
● Have you been to ➚ Baguio?
● May I see your ➚notes?
● Can you buy me a ➚ book?
● Did you see the latest ➚ movie?
● Do you like to ➚eat?
✔ Question tags that show uncertainty and require an answer
(real question)
● George isn’t back yet, ➚ is he?
● She’s at the mall yesterday, ➚ isn’t she?
● Sheryl will make a cake, ➚ isn’t she?
2. Falling Intonation – The pitch of the voice falls at the end of the sentence
- It is commonly found in statements, commands, wh-questions
(information questions), confirmatory question tags and
exclamations.
(Ask the students to repeat after you have read the example
sentences).
✔ Statements
● I will eat pizza at ➘ home.
● She cooks so ➘well.
● George bough a dozen of ➘egg.
✔ Commands
● Put your sign in ➘here.
● Take the trash ➘outside.
● Write your poem in a ➘paper.
● Check your ➘room.
✔ Wh-questions – Question begins with What, When, Where, Who,
Which and How
● What is your ➘name?
● Where do you ➘live?
● When will you go ➘home?
● Who are you ➘with?
✔ Questions Tags that are statements requesting confirmation
rather than questions.
● He’s not a good singer, ➘ is he?
● I did not pass the interview because the I didn’t review much,
➘ did I?
● Henry does not perform well in his presentation, doesn’t he?

3. Page 3 of 4
3. Rise-Fall Intonation – Intonation rises then falls
- This is use for choices, lists, unfinished thoughts and
conditional sentences.
(Ask the students to repeat after you have read the example sentences).
✔ Choices
● Do you like ➚ apple or ➘banana?
● Is he working in ➚ city or ➘province?
● Are your going to ➚ walk or ➘run?
✔ List
● George bought ➚ a bottle of milk, ➚ dozen of egg, and ➘a
pack of bread.
● He baked a ➚ cake, ➚ cookies and ➘brownies.
✔ Unfinished thoughts
- In the responses to the following questions, the rise-fall
intonation indicates reservation.
- The speaker hesitates to fully express his/her thoughts.
● Do you like my new handbag? Well the ➚leather is ➘nice... (
but I don't like it.)
● What was the meal like? Hmm, the ➚fish was ➘good... (but
the rest wasn't great).
● So you both live in Los Angeles? Well ➚Alex ➘does ... (but I
don't).
✔ Conditional sentences
(The tone rises in the first clause and falls gradually in the second
clause.)
● If he ➚calls, ask him to leave a ➘message.
● Unless he ➚insists, I'm not going to ➘go.
● If you have any ➚problems, just ➘contact us.
LEARNING ACTIVITY 1
Direction: Let’s practice different emotions you can show through your intonation
Practice with the word “okay.”
• Okay (neutral)
• Okay. (falling)
• Okay. (agreeing)
• Okay? (rising)
• Okay! (annoyed)
• Okay!! (irritated)
• Okay?? (uncertain)

4. Page 4 of 4
• Okay??? (insecure)
Let’s talk about the word “please.”
• Please (neutral)
• Please. (falling)
• Please! (authoritative)
• Please!! (forceful)
• Please? (rising)
• Please?? (pleading)
• Please??? (begging)
LEARNING ACTIVITY 2.
Direction: Practice reading the pair of questions using rising and falling intonation.
Rising Intonation Falling intonation
1. Can I borrow your ➚book? 1. Where is your ➘book?
2. Did you go to the ➚show? 2. How was the ➘show?
3. Did you see ➚Anna? 3. When did you see ➘Anna?
4. Can you lend me a ➚dollar? 4. Where did you put the ➘dollar?
5. Are you going to buy
➚groceries?
5. How much did you spend on the
➘groceries?
LEARNING ACTIVITY 3.
Direction: Find a partner and play the YouTube video
https://www.youtube.com/watch?v=u-AUW72Rs1o. Record and dubbed your voices
while reading the script and make sure to use the correct intonation.
Listen to your voice recording and answer the question.
1. Did you use correct intonation while reading the sentences?
___________________________________________________________________
2. What are the patterns you did consider to ensure that you have read the sentences
with correct intonation?
___________________________________________________________________
Prepared by: Checked by:
JOANNE V. CURA