Unit of competency Outline

Date retreived
23/07/2026 3:13 AM AWST

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Communicate on the telephone

Communicate on the telephone

Unit of competency
National Code
SITXCOM004A
State Code
S6495
TGA Status
Deleted
DTWD Status
Deleted
Current Release Number
1.00
Current Release Date
01/01/2011
View on TGA
State Implementation and Classification
Approved Date
24/05/2012
Field of Education
100707 - Verbal Communication
Original Release Date
24/05/2012
Nominal Hours
5
Description
This unit describes the performance outcomes, skills and knowledge required to communicate effectively on the telephone. It requires the ability to make and receive calls, to take messages on behalf of other people and to use the main features of a telephone correctly.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1 Respond to incoming telephone calls.
  • 1.1 Answer telephone calls promptly, clearly and politely according to organisation standards.
  • 1.2 Offer friendly assistance to the caller and establish the purpose of the call.
  • 1.3 Repeat call details to the caller to confirm understanding.
  • 1.4 Answer caller enquiries promptly or transfer caller to the appropriate location and person.
  • 1.5 Where necessary, record caller requests and information and pass on to the appropriate department or person for follow-up.
  • 1.6 Relay messages accurately to the nominated person within appropriate timelines.
  • 1.7 Report threatening or suspicious phone calls promptly to the appropriate person and according to organisation procedures.
  • 1.8 Use language, tone and volume appropriate to the nature of the phone call.
2 Make telephone calls.
  • 2.1 Obtain correct telephone numbers.
  • 2.2 Establish clearly the purpose of the call prior to calling.
  • 2.3 Use telephone equipment correctly in order to establish contact.
  • 2.4 Communicate clearly your name, company and reason for calling.
  • 2.5 Be polite and courteous at all times.
  • 2.6 Document outcome of telephone call if required according to organisation standards.
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.

Telephone calls may take place in a range of different contexts, including:
office
reception area
on tour
in a restaurant or kitchen
on site
with customers
with colleagues
with suppliers.


Telephone equipment may include:
single or multiple line telephone systems
switchboards
mobile phones
landlines.
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:
making and receiving telephone calls using telephone equipment correctly
courteous and friendly telephone service
clear and concise verbal and written communication
making and receiving calls on multiple occasions, communicating on different matters and with different types of callers to ensure consistency of performance.


Context of and specific resources for assessment
Assessment must ensure:
use of current telephone equipment within operationally realistic tourism or hospitality environments
interaction with others to demonstrate the interpersonal communication aspects of communicating on the telephone
access to policies and procedures that relate to answering the telephone, and recording and taking messages.


Methods of assessment
A range of assessment methods should be used to assess the practical skills and knowledge required to communicate on the telephone. The following examples are appropriate for this unit:
direct observation of candidate answering and making a variety of phone calls
review of messages taken on behalf of customers and colleagues
role-plays to observe candidate dealing with difficult customers or situations
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:
SITXADM001A Perform office procedures
SITXCOM001A Work with colleagues and customers.


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
E1986 THHGGA01B Communicate on the telephone Unit of competency