Unit of competency details

SIRXCOM101 - Communicate in the workplace to support team and customer outcomes (Release 1)

Summary

Releases:
ReleaseStatusRelease date
1 1 (this release)Current 13/Jun/2012

Usage recommendation:
Superseded
Mapping:
MappingNotesDate
Is superseded by SIRXCOM001 - Communicate in the workplace to support team and customer outcomes• Not Equivalent • Unit updated to meet Standards for Training Packages • Competency Field changed to Communication and Teamwork (COM) • Significant change to Elements and Performance Criteria to streamline language and better define essential outcomes and performance • Updated knowledge requirements to reflect unit revisions. 30/Mar/2016
Supersedes SIRXCOM001A - Communicate in the workplace 12/Jun/2012

Training packages that include this unit

Classifications

SchemeCodeClassification value
ASCED Module/Unit of Competency Field of Education Identifier 120505 Work Practices Programmes 

Classification history

SchemeCodeClassification valueStart dateEnd date
ASCED Module/Unit of Competency Field of Education Identifier 120505 Work Practices Programmes 02/Oct/2012 
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Modification History

The version details of this endorsed unit are in the table below. The latest information is at the top.

Release  

Comments 

First Release

This is a revised unit, based on but not equivalent to SIRXCOM001A Communicate in the workplace. Title change reflects the inclusion of elements and content addressing teamwork, and working with customers and staff from diverse backgrounds.

Unit Descriptor

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.

The unit covers the ability to select and use verbal and non-verbal communication techniques to interact with colleagues and customers in a positive and inclusive manner, and to interpret and generate workplace information in a variety of formats.

Application of the Unit

This unit relates to frontline service staff and supervisors.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Nil

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

Elements and Performance Criteria

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

1. Communicate face-to-face with customers.

1.1.Maintain a welcoming customer  environment that reflects store branding and market position and is in line with store policy and procedures .

1.2.Greet customer warmly according to store policy and procedures.

1.3.Create effective service environment through verbal and non verbal interaction  according to store policy and procedures.

1.4.Use questioning  and active listening to determine customer needs.

1.5.Demonstrate confidentiality and tact.

2. Use technology to communicate with customers.

2.1.Answer telephone according to store procedures.

2.2.Use questioning and active listening to identify caller and establish and confirm requirements.

2.3.Use telephone system functions according to instructions.

2.4.Use email, social networking sites and other technologies to receive and process information and customer requests in line with store policy and procedures.

2.5.Record and promptly pass on messages or information .

2.6.Inform customer of any problems and relevant action being taken.

2.7.Perform follow-up action as necessary.

3. Communicate with customers and colleagues from diverse backgrounds.

3.1.Value and treat customers and colleagues  from diverse backgrounds  with respect and sensitivity.

3.2.Consider cultural differences in verbal and non verbal communication .

3.3.Use gestures or simple words to communicate where language barriers exist.

3.4.Obtain assistance from colleagues or supervisors when required to facilitate communications.

4. Work in a team.

4.1.Demonstrate a courteous and helpful manner at all times.

4.2.Complete allocated tasks willingly, according to set timeframes.

4.3.Actively seek or provide assistance by approaching other team  members when difficulties arise.

4.4.Identify and use lines of communication with supervisors and peers according to store policy.

4.5.Encourage, acknowledge and act upon constructive feedback provided by other team members.

4.6.Use questioning to minimise misunderstandings.

4.7.Identify signs of potential workplace conflict wherever possible and take action to resolve the situation using open and respectful communication.

4.8.Participate in team problem solving .

5. Read and interpret retail documents.

5.1.Identify and list a range of retail documents .

5.2.Read and interpret information from a range of retail documents.

5.3.Demonstrate appropriate application of information contained in retail documentation.

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills 

  • communication and interpersonal skills, including:
  • negotiating
  • questioning and listening
  • resolving conflict
  • using positive and inclusive language
  • literacy skills to:
  • read and interpret workplace documentation, such as store policies and procedures and retail documents
  • record messages
  • technology skills to operate information and communications technology, including:
  • email
  • social networking technology
  • telephone system

Required knowledge 

  • functions and procedures for operating telephones and other communication equipment
  • goods and services provided by the store
  • location of store departments
  • store policy and procedures in regard to:
  • allocated duties and responsibilities
  • code of conduct, including sensitivity to diversity
  • internal and external customer contact
  • verbal and non-verbal presentation

Evidence Guide

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit 

Evidence of the following is essential:

  • provides a welcoming environment by treating customers in a courteous and helpful manner
  • uses effective questioning and active listening techniques to communicate with customers, while maintaining an awareness of the need for discretion, tact and confidentiality
  • interprets and communicates information to customers, supervisors and peers both face-to-face and via other electronic communication equipment
  • accesses, comprehends and processes information according to store policy and procedures
  • follows routine instructions and seeks advice and assistance if required
  • participates actively and positively within a workplace team.

Context of and specific resources for assessment 

Assessment must ensure access to:

  • a real or simulated retail work environment
  • relevant documentation, such as:
  • stock, inventory or price lists
  • lay-by, credit and product return slips
  • store policy and procedures manuals
  • a range of customers with different requirements
  • a range of communication equipment.

Method of assessment 

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

  • observation of performance in the workplace
  • role play
  • customer feedback
  • answers to questions about specific skills and knowledge
  • review of portfolios of evidence and third-party workplace reports of on-the-job performance.

Guidance information for assessment 

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

  • SIRXCLM101 Organise and maintain work areas
  • SIRXICT001A Operate retail technology
  • SIRXIND101 Work effectively in a customer service environment
  • SIRXWHS101 Apply safe work practices.

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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the individual, accessibility of the item, and local industry and regional contexts) may also be included.

Customers  may include:

  • customers with routine or special requests
  • internal and external contacts
  • new or repeat contacts
  • people from a range of social, cultural and ethnic backgrounds
  • people with varying physical and mental abilities.

Store policy and procedures  may relate to:

  • contact with customers
  • induction process
  • interaction with other team members
  • interaction with supervision and management
  • job descriptions and responsibilities.

Verbal and non-verbal interaction  may occur with:

  • external customers
  • internal contacts, including management and other team members.

Questioning  may involve the following communication techniques:

  • non-verbal communication
  • speaking clearly and concisely
  • using appropriate language
  • using open and inclusive language.

Information  may include:

  • electronic media, such as email
  • observation
  • telephone
  • verbal feedback
  • written.

Colleagues  may include:

  • full-time, part-time, casual or contract staff
  • management
  • other staff members.

Diverse backgrounds  refers to a range of characteristics, including:

  • age
  • cultural background
  • disabilities
  • family structure
  • gender
  • language
  • national origin
  • race
  • sexual preference
  • special needs.

Verbal and non-verbal communication  may include:

  • body language, including facial expressions
  • reading and writing
  • speaking and listening.

Teams  may include:

  • corporate team
  • small work team
  • store team.

Problem solving  may be affected by:

  • resource implications
  • store policy and procedures.

Retail documents  may include:

  • credit slips
  • lay-by slips
  • manufacturer instructions
  • planograms
  • product return slips
  • staff record forms
  • stock sheets
  • telephone message pads
  • timetables.

Unit Sector(s)

Cross-Sector

Competency Field

Communication

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