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

organisations policies and procedures relating to telephone communication and the recording and passing on of messages

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

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

roleplays to observe candidate dealing with difficult customers or situations

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

SITXADMA Perform office procedures

SITXADM001A Perform office procedures

SITXCOMA Work with colleagues and customers

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

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

Telephone equipment may include: