Communicate on the telephone

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver SITXCOM004A, 'Communicate on the telephone'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Communicate on the telephone' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)


Elements and Performance Criteria

ELEMENT

PERFORMANCE CRITERIA

1

Respond to incoming telephone calls.

1.1

Answer telephone calls promptly, clearly and politely according to organisation standards.

1.2

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

1.3

Repeat call details to the caller to confirm understanding.

1.4

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

1.5

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

1.6

Relay messages accurately to the nominated person within appropriate timelines.

1.7

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

1.8

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

2

Make telephone calls.

2.1

Obtain correct telephone numbers.

2.2

Establish clearly the purpose of the call prior to calling.

2.3

Use telephone equipment correctly in order to establish contact.

2.4

Communicate clearly your name, company and reason for calling.

2.5

Be polite and courteous at all times.

2.6

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


Qualifications and Skillsets

SITXCOM004A appears in the following qualifications:

  • SIT31007 - Certificate III in Hospitality (Catering Operations)
  • SIT30907 - Certificate III in Hospitality (Asian Cookery)
  • SIT30107 - Certificate III in Tourism
  • SIT31107 - Certificate III in Hospitality (Patisserie)
  • SIT30407 - Certificate III in Tourism (Visitor Information Services)
  • SIT30307 - Certificate III in Tourism (Tour Wholesaling)
  • SIT40607 - Certificate IV in Hospitality (Catering Operations)
  • SIT20307 - Certificate II in Hospitality (Kitchen Operations)
  • SIT30707 - Certificate III in Hospitality
  • SIT31209 - Certificate III in Holiday Parks and Resorts
  • SIT40809 - Certificate IV in Holiday Parks and Resorts
  • SIT10107 - Certificate I in Tourism (Australian Indigenous Culture)
  • SIT40307 - Certificate IV in Hospitality
  • SIT20107 - Certificate II in Tourism
  • SIT60307 - Advanced Diploma of Hospitality
  • SIT30207 - Certificate III in Tourism (Retail Travel Sales)
  • SIT40407 - Certificate IV in Hospitality (Commercial Cookery)
  • SIT50307 - Diploma of Hospitality
  • SIT20509 - Certificate II in Holiday Parks and Resorts
  • SIT40207 - Certificate IV in Tourism
  • SIT30807 - Certificate III in Hospitality (Commercial Cookery)