SIRXCOM001A - Communicate in the Workplace
SIRT009A
Overview
Level of study: What does Vocational Education, Training mean?
Vocational Education, Training
EFTSL: What does EFTSL mean?
0.0625
Delivery Method: What does delivery method mean?
Fully Online
Prerequisites: What are the prerequisites?
No
Duration:
13 weeks
Government loans available:
NoneDomestic student fee:
$400.00 (AUD)
International student fee:
$625.00 (AUD)
Description
This unit describes the performance outcomes, skills and knowledge required for effective communication with customers and other staff in the workplace. It involves establishing contact with customers, processing information, working in a team, maintaining personal presentation, following routine instructions, and reading and interpreting retail documents.
Learning Outcomes
At the completion of this unit students will be able to:
- establish contact with customers
- process information
- communicate with customers and colleagues from diverse backgrounds
- work in a team
- read and interpret retail documents.
Topics
This unit addresses the following topics.
| Number | Topic |
|---|---|
| 1 | Maintain a welcoming customer environment |
| 2 | Greet customer warmly according to store policy and procedures |
| 3 | Create effective service environment through verbal and non-verbal interaction according to store policy and procedures |
| 4 | Use questioning and active listening to determine customer needs |
| 5 | Demonstrate confidentiality and tact |
| 6 | Answer telephone according to store procedures |
| 7 | Use questioning and active listening to identify caller and accurately establish and confirm requirements |
| 8 | Use telephone system functions according to instructions |
| 9 | Record and promptly pass on messages or information |
| 10 | Inform customer of any problems and relevant action being taken |
| 11 | Perform follow-up action as necessary |
| 12 | Value and treat with respect and sensitivity customers and colleagues from different cultural groups |
| 13 | Consider cultural differences in all verbal and non-verbal communication |
| 14 | Use gestures or simple words to communicate where language barriers exist |
| 15 | Obtain assistance from colleagues or supervisors when required |
| 16 | Demonstrate a courteous and helpful manner at all times |
| 17 | Complete allocated tasks willingly according to set timeframes |
| 18 | Actively seek or provide assistance by approaching other team members when difficulties arise |
| 19 | Identify lines of communication with supervisors and peers according to store policy |
| 20 | Encourage, acknowledge and act upon constructive feedback provided by other team members |
| 21 | Use questioning to minimise misunderstandings |
| 22 | Identify and avoid signs of potential workplace conflict wherever possible |
| 23 | Demonstrate participation in team problem solving |
| 24 | List and describe a range of retail documents |
| 25 | Read and interpret information from a range of retail documents |
