Unit of competency Outline
Date retreived
22/07/2026 8:16 AM AWST
22/07/2026 8:16 AM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Work with colleagues and customers
Work with colleagues and customers
Unit of competency
National Code
SITXCOM001A
SITXCOM001A
State Code
S6492
S6492
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
10/02/2014
Field of Education
120505 - Work Practices Programmes
Original Release Date
10/02/2014
Nominal Hours
15
Description
This unit describes the performance outcomes, interpersonal, communication and customer service skills and knowledge required to work in the service industries. This is a core unit underpinning all other units involving interaction with colleagues and customers.Key required skills and knowledge for this role include meeting personal presentation standards, establishing rapport with customers, determining and addressing customer needs and expectations, dealing with complaints, working in teams and using appropriate communication techniques and mediums.
Notes
Elements and Performance Criteria
1 Communicate with customers.
- 1.1 Conduct communication with customers and colleagues in a polite, professional and friendly manner.
- 1.2 Use language and tone appropriate to a given situation in both written and spoken communication.
- 1.3 Source relevant information about products and services and provide information clearly to customers.
- 1.4 Use appropriate non-verbal communication in all situations.
- 1.5 Observe and take into consideration non-verbal communication of colleagues and customers.
- 1.6 Show sensitivity to cultural and social differences.
- 1.7 Use active listening and questioning to facilitate effective two-way communication.
- 1.8 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.
- 1.9 Use communication medium correctly and according to standard protocols and organisationprocedures.
2 Maintain personal presentation standards.
- 2.1 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.
3 Provide service to colleagues and customers.
- 3.1 Identify colleague and customer needs and expectations correctly, including customers with special needs, and provide appropriate products, services or information.
- 3.2 Meet all reasonable colleague and customer needs and requests within acceptable organisation timeframes.
- 3.3 Identify and take all opportunities to enhance service quality.
4 Respond to conflicts and customer complaints.
- 4.1 Identify potential and existing conflicts and seek solutions in conjunction with parties involved.
- 4.2 Recognise customer dissatisfaction promptly and take action to resolve the situation according to individual level of responsibility and organisation procedures.
- 4.3 Respond to customer complaints positively, sensitively and politely and in consultation with the customer.
- 4.4 Refer escalated complaints to the appropriate person according to individual level of responsibility and organisation policy and procedures.
- 4.5 Maintain a positive and cooperative manner at all times.
5 Work in a team.
- 5.1 Demonstrate trust, support and respect towards team members in day-to-day work activities.
- 5.2 Recognise and accommodate cultural differences within the team.
- 5.3 Identify work-team goals jointly with colleagues and relevant others.
- 5.4 Identify, prioritise and complete individual tasks within designated timeframes.
- 5.5 Seek assistance from other team members, supervisors and managers when required.
- 5.6 Offer assistance to colleagues when required to ensure designated work goals are met.
- 5.7 Acknowledge and respond to feedback and information from other team members.
- 5.8 Negotiate changes to individual responsibilities to meet reviewed work goals.
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.
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.
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.
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.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| E1973 | THHCOR01B | Work with colleagues and customers | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| WF744 | SITXCCS303 | Provide service to customers | Unit of competency |