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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
  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. Use appropriate non-verbal communication in all situations.

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

  5. Show sensitivity to cultural and social differences.

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

  7. Identify potential and existing conflicts and seek solutions in conjunction with parties involved.

  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 the medium correctly and according to standard protocol and enterprise procedures.

2 . Maintain personal presentation standards
  1. Practise high standards of personal presentation in accordance with:

    1. enterprise requirements

    2. work location

    3. occupational health and safety issues

    4. impacts on different types of customers

    5. specific requirements for particular work functions.

3 . Provide service to colleagues and customers
  1. Identify customer needs and expectations correctly, including those with special needs, and provide appropriate products, services or information.

  2. Meet all reasonable needs and requests of customers within acceptable enterprise time frames.

  3. Identify and take all opportunities to enhance the quality of service.

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

  5. Handle customer complaints positively, sensitively and politely and in consultation with the customer.

  6. Refer difficult complaints to the appropriate person in accordance with individual level of responsibility and enterprise policy and procedures.

  7. Maintain a positive and co-operative manner at all times.

4 . 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.

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

  4. Identify, prioritise and complete individual tasks within designated time frames.

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

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

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

  8. Negotiate changes to individual responsibilities to meet reviewed work goals.

Key CompetencyExamples of ApplicationPerformance
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 colleagues2
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 activities1
How are activities planned and organised?Planning, organising and prioritising work tasks and responsibilities Making arrangements for customers1
How are problem solving skills applied?Working co-operatively with colleagues Clarifying personal responsibilities2
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 others2
How is team work used within this competency?Using computers, telephone equipment, fax machines and other communications equipment1

Range Statement

Depending upon the enterprise or specific situations, customers and colleagues may be

Situations and contexts in which this unit may be applied might include

Non-verbal communication may include

Customers with specific needs may include

Cultural and social differences may include

Personal presentation may include

Media for communication may include

Factors which affect selection of the appropriate medium may include

Protocol and enterprise procedures may include

Evidence Guide

Essential Knowledge and Skills to Be Assessed

The following knowledge and skills must be assessed as part of this unit:

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:

Critical Aspects of Assessment

Evidence of the following is critical:

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:

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

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: