NTISthis.com

Evidence Guide: SITXCOM001A - Work with colleagues and customers

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

 

SITXCOM001A - Work with colleagues and customers

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

Communicate with customers.

  1. Conduct communication with customers and colleagues in a polite, professional and friendly manner.
  2. Use language and tone appropriate to a given situation in both written and spoken communication.
  3. Source relevant information about products and services and provide information clearly to customers.
  4. Use appropriate non-verbal communication in all situations.
  5. Observe and take into consideration non-verbal communication of colleagues and customers.
  6. Show sensitivity to cultural and social differences.
  7. Use active listening and questioning to facilitate effective two-way communication.
  8. 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.
  9. Use communication medium correctly and according to standard protocols and organisationprocedures.
Conduct communication with customers and colleagues in a polite, professional and friendly manner.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use language and tone appropriate to a given situation in both written and spoken communication.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Source relevant information about products and services and provide information clearly to customers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use appropriate non-verbal communication in all situations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Observe and take into consideration non-verbal communication of colleagues and customers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Show sensitivity to cultural and social differences.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use active listening and questioning to facilitate effective two-way communication.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use communication medium correctly and according to standard protocols and organisationprocedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain personal presentation standards.

  1. 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.
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.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide service to colleagues and customers.

  1. Identify colleague and customer needs and expectations correctly, including customers with special needs, and provide appropriate products, services or information.
  2. Meet all reasonable colleague and customer needs and requests within acceptable organisation timeframes.
  3. Identify and take all opportunities to enhance service quality.
Identify colleague and customer needs and expectations correctly, including customers with special needs, and provide appropriate products, services or information.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Meet all reasonable colleague and customer needs and requests within acceptable organisation timeframes.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and take all opportunities to enhance service quality.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to conflicts and customer complaints.

  1. Identify potential and existing conflicts and seek solutions in conjunction with parties involved.
  2. Recognise customer dissatisfaction promptly and take action to resolve the situation according to individual level of responsibility and organisation procedures.
  3. Respond to customer complaints positively, sensitively and politely and in consultation with the customer.
  4. Refer escalated complaints to the appropriate person according to individual level of responsibility and organisation policy and procedures.
  5. Maintain a positive and cooperative manner at all times.
Identify potential and existing conflicts and seek solutions in conjunction with parties involved.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recognise customer dissatisfaction promptly and take action to resolve the situation according to individual level of responsibility and organisation procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to customer complaints positively, sensitively and politely and in consultation with the customer.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer escalated complaints to the appropriate person according to individual level of responsibility and organisation policy and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain a positive and cooperative manner at all times.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Work in a team.

  1. Demonstrate trust, support and respect towards team members in day-to-day work activities.
  2. Recognise and accommodate cultural differences within the team.
Demonstrate trust, support and respect towards team members in day-to-day work activities.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recognise and accommodate cultural differences within the team.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify work-team goals jointly with colleagues and relevant others.

  1. Identify, prioritise and complete individual tasks within designated timeframes.
  2. Seek assistance from other team members, supervisors and managers when required.
  3. Offer assistance to colleagues when required to ensure designated work goals are met.
  4. Acknowledge and respond to feedback and information from other team members.
  5. Negotiate changes to individual responsibilities to meet reviewed work goals.
Identify, prioritise and complete individual tasks within designated timeframes.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek assistance from other team members, supervisors and managers when required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Offer assistance to colleagues when required to ensure designated work goals are met.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Acknowledge and respond to feedback and information from other team members.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiate changes to individual responsibilities to meet reviewed work goals.

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:

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.

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:

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.

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.

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.