- SIRXCOM001A - Communicate in the workplace
Communicate in the workplace
This unit relates to frontline service staff and supervisors. It requires the team member to demonstrate the ability to select and use verbal and non-verbal communication techniques to interact with colleagues and customers in a positive and inclusive manner, and to interpret and generate workplace information in a variety of formats.
Elements and Performance Criteria
Establish contact with customers.
Maintain a welcoming customer environment.
Greet customer warmly according to store policy and procedures.
Create effective service environment through verbal and non-verbal interaction according to store policy and procedures.
Use questioning and active listening to determine customer needs.
Demonstrate confidentiality and tact.
Answer telephone according to store procedures.
Use questioning and active listening to identify caller and accurately establish and confirm requirements.
Use telephone system functions according to instructions.
Record and promptly pass on messages or information.
Inform customer of any problems and relevant action being taken.
Perform follow-up action as necessary.
Communicate with customers and colleagues from diverse backgrounds.
Value and treat with respect and sensitivity customers and colleagues from different cultural groups.
Consider cultural differences in all verbal and non-verbal communication.
Use gestures or simple words to communicate where language barriers exist.
Obtain assistance from colleagues or supervisors when required.
Work in a team.
Demonstrate a courteous and helpful manner at all times.
Complete allocated tasks willingly according to set timeframes.
Actively seek or provide assistance by approaching other team members when difficulties arise.
Identify lines of communication with supervisors and peers according to store policy.
Encourage, acknowledge and act upon constructive feedback provided by other team members.
Use questioning to minimise misunderstandings.
Identify and avoid signs of potential workplace conflict wherever possible.
Demonstrate participation in team problem solving.
Read and interpret retail documents.
List and describe a range of retail documents.
Read and interpret information from a range of retail documents.
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:
demonstrated use of positive and inclusive language
questioning and listening
literacy skills in regard to reading and understanding workplace documentation, such as store policies and procedures and retail documents.
The following knowledge must be assessed as part of this unit:
store policy and procedures in regard to:
internal and external customer contact
verbal and non-verbal presentation
code of conduct
allocated duties and responsibilities
goods and services provided by the store
location of store departments
functions and procedures for operating telephones and other communication equipment.
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:
provides a consistently welcoming environment by treating customers in a courteous and helpful manner
uses effective questioning and active listening techniques to communicate with customers, while maintaining an awareness of the need for discretion, tact and confidentiality
interprets and communicates information to customers, supervisors and peers both face-to-face and via other electronic communication equipment
accesses, comprehends and processes information accurately according to store policy and procedures
consistently follows routine instructions and seeks advice and assistance if required
participates actively and positively within a workplace team.
Context of and specific resources for assessment
Assessment must ensure access to:
a real or simulated work environment
relevant documentation, such as:
stock, inventory or price lists
lay-by, credit and product return slips
store policy and procedures manuals
a range of customers with different requirements
a range of communication equipment.
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:
observation of performance in the workplace
a role play
third-party reports from a supervisor
answers to questions about specific skills and knowledge
review of portfolios of evidence and third-party workplace reports of on-the-job performance.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
SIRXIND001A Work effectively in a retail environment
SIRXOHS001A Apply safe working practices
SIRXCLM001A Organise and maintain work areas
SIRXICT001A Operate retail technology.
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 in the context of the job role and with other relevant units that make up the skill set or qualification.
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.
Customers may include:
new or repeat contacts
internal and external contacts
customers with routine or special requests
people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.
Store policy and procedures may relate to:
contact with customers
job descriptions and responsibilities
interaction with other team members
interaction with supervision and management
Verbal and non-verbal interaction may occur with:
internal contacts, including management and other team members.
Questioning may involve the following communication techniques:
using open and inclusive language
speaking clearly and concisely
using appropriate language
Information may include:
electronic media such as email
Colleagues may include:
other staff members
full-time, part-time, casual or contract staff
Verbal and non-verbal communication may include:
speaking and listening
reading and writing
Teams may include:
small work teams
Problem solving may be affected by:
store policy and procedures
Retail documents may include:
timetables, staff record forms
product return slips
telephone message pads.
The required outcomes described in this unit 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.