Home - THH02 - THHCOR01B
Work with colleagues and customers
|Unit Descriptor||This unit deals with the interpersonal, communication and customer service skills required by all people working in the tourism and hospitality industries. This is a core unit which underpins all other competencies dealing with colleagues and customers and applies to all levels and sectors of the industry.|
|1 . Communicate in the workplace||
|2 . Maintain personal presentation standards||
|3 . Provide service to colleagues and customers||
|4 . Work in a team||
|Key Competency||Examples of Application||Performance|
|How can information be collected, analysed and organised?||Receiving, following and giving instructions to others in the team Providing customers with information about products and services, assisting them with requests Passing on messages in writing to colleagues||2|
|How are ideas and information communicated within this competency?||Responding to instructions and requests from customers and colleagues Seeking out and reviewing information related to work activities||1|
|How are activities planned and organised?||Planning, organising and prioritising work tasks and responsibilities Making arrangements for customers||1|
|How are problem solving skills applied?||Working co-operatively with colleagues Clarifying personal responsibilities||2|
|How are mathematical ideas and techniques used?||-||0|
|How is use of technology applied?||Dealing with conflicts and misunderstandings Exploring reasons for communication breakdown and working out solutions in consultation with others||2|
|How is team work used within this competency?||Using computers, telephone equipment, fax machines and other communications equipment||1|
Depending upon the enterprise or specific situations, customers and colleagues may be
external customers and clients
members of other tourism and hospitality industry sectors
individuals or groups such as consultants and committees
government or organisations
Situations and contexts in which this unit may be applied might include
in an office
back of house
front of house
using a phone or mobile phone.
Non-verbal communication may include
dress and accessories
gestures and mannerisms
voice tonality and volume
use of space
culturally specific communication customs and practices.
Customers with specific needs may include
those with a disability
those with special cultural or language needs
parents with young children
Cultural and social differences may include
modes of greeting, farewelling and conversation
body language - use of body gestures
formality of language.
Personal presentation may include
hair and grooming
hands and nails
Media for communication may include
email or other electronic communication
simple written messages eg. restaurant bookings or phone messages
two-way communication systems
standard forms and proformas.
Factors which affect selection of the appropriate medium may include
technical and operational features
access of the sender and receiver to necessary equipment
technical skills required to use the medium
degree of formality required
urgency and timeframes.
Protocol and enterprise procedures may include
modes of greeting and farewelling
addressing the person by name
time-lapse before a response
style manual requirements
standard letters and proformas.
Essential Knowledge and Skills to Be Assessed
The following knowledge and skills must be assessed as part of this unit:
effective communication techniques in relation to:
basic written communication skills eg. messages, notes, emails, fax
identifying and responding to different cultural, language and special needs
identifying and dealing with conflict situations and misunderstandings
customer service skills including meeting customer requirements, handling customer complaints and requests, developing rapport and promoting suitable products and services
ethics of professional hospitality and tourism behaviour
characteristics of different types of communication media.
Linkages to Other Units
This is a core unit which underpins effective performance in all other units. It is strongly recommended that it be delivered and assessed in conjunction with other relevant operational and service units.
This unit has particular linkages to the following units and combined training and assessment is strongly recommended:
THHCOR02B Work in a socially diverse environment
THHGCS02B Promote products and services to customers
THHGCS03B Deal with conflict
Critical Aspects of Assessment
Evidence of the following is critical:
ability to communicate effectively with customers and colleagues (including those with special needs) within the range of situations required for the relevant job role
ability to work in a team
ability to respond effectively to a range of different customer service situations
understanding of communication and customer service and its importance in a tourism/hospitality context.
The focus of this unit will vary depending upon the cultural context of the workplace. Assessment should take account of the cultural variances and special requirements that apply in particular situations.
Context of Assessment and Resource Implications
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 generic pre-employment training and assessment, a range of industry contexts must be addressed. Where the focus is sector or workplace specific, training and assessment must be tailored to meet particular needs.
Assessment methods must be chosen to ensure that communication skills can be practically demonstrated. Methods must include assessment of knowledge as well as assessment of practical skills.
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 conflicts 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.