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Elements and Performance Criteria

  1. Communicate with customers.
  2. Maintain personal presentation standards.
  3. Provide service to colleagues and customers.
  4. Respond to conflicts and customer complaints.
  5. Work in a team.
  6. Identify work-team goals jointly with colleagues and relevant others.

Required Skills

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

communication skills in relation to listening questioning and nonverbal communication

basic written communication skills including writing clear and concise messages notes emails and faxes

basic literacy skills to read messages notes emails and faxes

basic telephone skills

identifying and responding to different cultural language and special needs and expectations

meeting personal presentation standards according to organisation requirements

identifying and dealing with conflict situations complaints and misunderstandings within scope of responsibility

customer service skills including meeting customer requirements handling customer complaints and requests developing rapport and promoting suitable products and services

The following knowledge must be assessed as part of this unit

protocol and service rituals of the industry sector and organisation

ethics of professional hospitality and tourism behaviour

characteristics uses and conventions of different types of communication mediums

teamwork principles

Evidence Required

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 TrainingPackage

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

Evidence of the following is essential

ability to communicate effectively with customers and colleagues including those with special needs within a range of situations required for the relevant job role

ability to work effectively in a team

ability to respond effectively to a range of customer service situations

understanding of communication and customer service and its importance in a tourism or hospitality context

Context of and specific resources for assessment

Assessment must ensure

demonstration of communication skills through interaction with others

project or work activities that allow the candidate to respond to multiple and varying customer service and communication situations relevant to the job role for those undertaking generic preemployment training project activities must cover a range of industry contexts to allow for a broad range of vocational outcomes

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

direct observation of the candidate carrying out work tasks involving dealing with customers and colleagues

roleplays about communication situations and dealing with complaints and misunderstandings

review of simple messages written by the candidate for various situations

questions about effective communication and personal presentation

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the candidate

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

SITXCOMA Work in a socially diverse environment

SITXCOM002A Work in a socially diverse environment

SITXCOMA Deal with conflict situations

SITXCOM003A Deal with conflict situations.

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


Range Statement

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.

Communication may be:

verbal

written format, such as electronic (e.g. email) or hard copy (e.g. letter)

by telephone

in languages other than English, including Australian Indigenous languages

visual, such as sign language

via an interpreter.

Customers and colleagues may be:

workmates and colleagues

external customers and clients

members of other tourism and hospitality industry sectors

individuals or groups, such as consultants and committees

government or other organisations

visitors

media.

Non-verbal communication may include:

body language

dress and accessories

gestures and mannerisms

voice tonality and volume

use of space

culturally specific communication customs and practices.

Cultural and social differences may include:

modes of greeting, farewelling and conversation

body language, including use of body gestures

formality of language.

Medium of communication may include:

fax

email or other electronic communication

simple written messages, such as restaurant bookings or phone messages

face-to-face

telephone

two-way communication systems

standard forms and pro formas

assistive technology, e.g. telephone typewriter (TTY)

through interpreters.

Factors affecting the selection of appropriate medium may include:

technical and operational features

access of the sender and receiver to necessary equipment

technical skills required to use the medium

required format

degree of formality required

urgency and timeframes.

Protocols and organisation procedures may include:

modes of greeting and farewelling

addressing the person by name

timeframe for required response

style manual requirements

standard letters and pro formas.

Personal presentation may include:

dress

hair and grooming

hands and nails

jewellery.

Customers with special needs may include:

those with a disability

those with special cultural or language needs

unaccompanied children

parents with young children

pregnant women

aged people.

Customer complaints may relate to:

problems with the service, such as delays or wrong orders

problems with the product

communication barriers or misunderstandings.