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Evidence Guide: SITXCOM004A - Communicate on the telephone

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

SITXCOM004A - Communicate on the telephone

What evidence can you provide to prove your understanding of each of the following citeria?

Respond to incoming telephone calls.

  1. Answer telephone calls promptly, clearly and politely according to organisation standards.
  2. Offer friendly assistance to the caller and establish the purpose of the call.
  3. Repeat call details to the caller to confirm understanding.
  4. Answer caller enquiries promptly or transfer caller to the appropriate location and person.
  5. Where necessary, record caller requests and information and pass on to the appropriate department or person for follow-up.
  6. Relay messages accurately to the nominated person within appropriate timelines.
  7. Report threatening or suspicious phone calls promptly to the appropriate person and according to organisation procedures.
  8. Use language, tone and volume appropriate to the nature of the phone call.
Answer telephone calls promptly, clearly and politely according to organisation standards.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Offer friendly assistance to the caller and establish the purpose of the call.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Repeat call details to the caller to confirm understanding.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Answer caller enquiries promptly or transfer caller to the appropriate location and person.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Where necessary, record caller requests and information and pass on to the appropriate department or person for follow-up.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Relay messages accurately to the nominated person within appropriate timelines.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Report threatening or suspicious phone calls promptly to the appropriate person and according to organisation procedures.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Use language, tone and volume appropriate to the nature of the phone call.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Make telephone calls.

  1. Obtain correct telephone numbers.
  2. Establish clearly the purpose of the call prior to calling.
  3. Use telephone equipment correctly in order to establish contact.
  4. Communicate clearly your name, company and reason for calling.
  5. Be polite and courteous at all times.
  6. Document outcome of telephone call if required according to organisation standards.
Obtain correct telephone numbers.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Establish clearly the purpose of the call prior to calling.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Use telephone equipment correctly in order to establish contact.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Communicate clearly your name, company and reason for calling.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Be polite and courteous at all times.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Document outcome of telephone call if required according to organisation standards.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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.

Required Skills and Knowledge

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.

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.

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.