Assessor Resource

SITXCOM004A
Communicate on the telephone

Assessment tool

Version 1.0
Issue Date: April 2024


This unit describes a fundamental administrative function for the tourism and hospitality industries and applies to the full range of industry sectors and environments. All manner of personnel are required to communicate on the telephone. For some it may be a key aspect of their job such as for those who work in an office environment and for others an occasional task, for example, for those who work in a kitchen.

All personnel at all levels would apply this skill, but it does describe a basic operational function of minimal complexity.

This unit describes the performance outcomes, skills and knowledge required to communicate effectively on the telephone. It requires the ability to make and receive calls, to take messages on behalf of other people and to use the main features of a telephone correctly.

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Prerequisites

Nil

Employability Skills

The required outcomes described in this unit of competency contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements.



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

making and receiving telephone calls using telephone equipment correctly

courteous and friendly telephone service

clear and concise verbal and written communication

making and receiving calls on multiple occasions, communicating on different matters and with different types of callers to ensure consistency of performance.

Context of and specific resources for assessment

Assessment must ensure:

use of current telephone equipment within operationally realistic tourism or hospitality environments

interaction with others to demonstrate the interpersonal communication aspects of communicating on the telephone

access to policies and procedures that relate to answering the telephone, and recording and taking messages.

Methods of assessment

A range of assessment methods should be used to assess the practical skills and knowledge required to communicate on the telephone. The following examples are appropriate for this unit:

direct observation of candidate answering and making a variety of phone calls

review of messages taken on behalf of customers and colleagues

role-plays to observe candidate dealing with difficult customers or situations

review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

SITXADM001A Perform office procedures

SITXCOM001A Work with colleagues and customers.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.

Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

This section describes the essential skills and knowledge and their level, required for this unit.

The following skills must be assessed as part of this unit:

ability to use the technical features of a specific telephone system correctly

oral communication skills to convey meaning clearly and concisely and interpret the requirements of incoming callers

interpersonal skills to relate to people from a range of social, cultural and ethnic backgrounds

literacy and writing skills to record messages.

The following knowledge must be assessed as part of this unit:

principles of effective communication in relation to listening, questioning and verbal communication

organisation's policies and procedures relating to telephone communication, and the recording and passing on of messages.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below.

Telephone calls may take place in a range of different contexts, including:

office

reception area

on tour

in a restaurant or kitchen

on site

with customers

with colleagues

with suppliers.

Telephone equipment may include:

single or multiple line telephone systems

switchboards

mobile phones

landlines.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Answer telephone calls promptly, clearly and politely according to organisation standards. 
Offer friendly assistance to the caller and establish the purpose of the call. 
Repeat call details to the caller to confirm understanding. 
Answer caller enquiries promptly or transfer caller to the appropriate location and person. 
Where necessary, record caller requests and information and pass on to the appropriate department or person for follow-up. 
Relay messages accurately to the nominated person within appropriate timelines. 
Report threatening or suspicious phone calls promptly to the appropriate person and according to organisation procedures. 
Use language, tone and volume appropriate to the nature of the phone call. 
Obtain correct telephone numbers. 
Establish clearly the purpose of the call prior to calling. 
Use telephone equipment correctly in order to establish contact. 
Communicate clearly your name, company and reason for calling. 
Be polite and courteous at all times. 
Document outcome of telephone call if required according to organisation standards. 

Forms

Assessment Cover Sheet

SITXCOM004A - Communicate on the telephone
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

SITXCOM004A - Communicate on the telephone

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: