Assessor Resource

SITXCOM001A
Work with colleagues and customers

Assessment tool

Version 1.0
Issue Date: March 2024


This unit applies across the service industries to all job roles and levels and in particular to the full range of tourism and hospitality industry sectors and environments. It applies to those who deal directly with customers as well as back-of-house staff or those working in reception areas; in an office; and on tour or on site, such as food and beverage attendants, housekeeping attendants, porters and concierge staff, guides, front office personnel, tour coordinators, event coordinators and retail travel consultants.

This unit describes the performance outcomes, interpersonal, communication and customer service skills and knowledge required to work in the service industries. This is a core unit underpinning all other units involving interaction with colleagues and customers.

Key required skills and knowledge for this role include meeting personal presentation standards, establishing rapport with customers, determining and addressing customer needs and expectations, dealing with complaints, working in teams and using appropriate communication techniques and mediums.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Prerequisites

Nil


Employability Skills

The required outcomes described in this unit of competency 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.




Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

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:

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 pre-employment 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

role-plays 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 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:

SITXCOM002A Work in a socially diverse environment

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.


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

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 non-verbal 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.

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.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Conduct communication with customers and colleagues in a polite, professional and friendly manner. 
Use language and tone appropriate to a given situation in both written and spoken communication. 
Source relevant information about products and services and provide information clearly to customers. 
Use appropriate non-verbal communication in all situations. 
Observe and take into consideration non-verbal communication of colleagues and customers. 
Show sensitivity to cultural and social differences. 
Use active listening and questioning to facilitate effective two-way communication. 
Select an appropriate medium of communication for the particular audience, purpose and situation, taking into consideration the characteristics of each medium and the relevant factors involved. 
Use communication medium correctly and according to standard protocols and organisationprocedures. 
Practise high standards of personal presentation according to organisation requirements, work location, impacts on different types of customers and specific requirements for particular work functions. 
Identify colleague and customer needs and expectations correctly, including customers with special needs, and provide appropriate products, services or information. 
Meet all reasonable colleague and customer needs and requests within acceptable organisation timeframes. 
Identify and take all opportunities to enhance service quality. 
Identify potential and existing conflicts and seek solutions in conjunction with parties involved. 
Recognise customer dissatisfaction promptly and take action to resolve the situation according to individual level of responsibility and organisation procedures. 
Respond to customer complaints positively, sensitively and politely and in consultation with the customer. 
Refer escalated complaints to the appropriate person according to individual level of responsibility and organisation policy and procedures. 
Maintain a positive and cooperative manner at all times. 
Demonstrate trust, support and respect towards team members in day-to-day work activities. 
Recognise and accommodate cultural differences within the team. 
 
Identify, prioritise and complete individual tasks within designated timeframes. 
Seek assistance from other team members, supervisors and managers when required. 
Offer assistance to colleagues when required to ensure designated work goals are met. 
Acknowledge and respond to feedback and information from other team members. 
Negotiate changes to individual responsibilities to meet reviewed work goals. 

Forms

Assessment Cover Sheet

SITXCOM001A - Work with colleagues and customers
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:


Assessment Record Sheet

SITXCOM001A - Work with colleagues and customers

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: