Unit of competency Outline

Date retreived
22/07/2026 9:04 PM 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.

Communicate in the workplace to support team and customer outcomes

Communicate in the workplace to support team and customer outcomes

Unit of competency
National Code
SIRXCOM101
State Code
WD958
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
13/06/2012
View on TGA
State Implementation and Classification
Approved Date
20/06/2014
Field of Education
120505 - Work Practices Programmes
Original Release Date
20/06/2014
Nominal Hours
50
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.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.
Notes
Elements and Performance Criteria
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.
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 nonverbal interaction may occur with:
external customers
internal contacts, including management and other team members.
Questioning may involve the following communication techniques:
nonverbal 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:
fulltime, 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 nonverbal 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.
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.
Replaces
State Code National Code Title Type
S6120 SIRXCOM001A Communicate in the workplace Unit of competency
Replaced By
State Code National Code Title Type
AWX25 SIRXCOM001 Communicate in the workplace to support team and customer outcomes Unit of competency