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THHCOR0051A
THHCOR0051A:
Competency Descriptor:
Competency Field:
Hospitality
ELEMENT OF COMPETENCY
PERFORMANCE CRITERIA
1.
1.1
1.2
1.3
1.4
1.5
1.6
1.7
1.8
2.1
2.2
2.3
2.4
2.5
2.
THH09
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Copyright 2009 National Council on Technical & Vocational Education & Training (NCTVET)
All rights reserved. No part of this document may be reproduced in any form or by any means without the prior permission of the
publishers.
RANGE STATEMENTS
This unit applies to all hospitality and tourism sectors:
Telephone communication may take place in a
range of different contexts including but not limited
to:
office
reception area
on tour
on site
on mobile phone
with customers
with colleagues
EVIDENCE GUIDE
Competency is to be demonstrated by effectively communicating on the phone in accordance with the
performance criteria and the range listed within the range of variables statement.
(1)
(2)
(3)
(4)
Nil
Skill
The ability to:
Resource Implications
The following resources should be made available:
THH09
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Copyright 2009 National Council on Technical & Vocational Education & Training (NCTVET)
All rights reserved. No part of this document may be reproduced in any form or by any means without the prior permission of the
publishers.
(5)
Method of Assessment
Competency shall be assessed while work is undertaken under direct supervision with regular
checks, but may include some autonomy when working as part of a team.
Competencies in this unit may be determined concurrently.
Assessment must be in accordance with the performance criteria.
(6)
Context of Assessment
This unit may be assessed on or off-the-job. Assessment should include practical demonstration
either in the workplace or through a simulation. This should be supported by a range of methods
to assess underpinning knowledge
Level 1.
Carries out established
processes
Makes judgement of
quality using given
criteria
Levels of Competency
Level 2.
Manages process
Level 3.
Establishes principles and
procedures
Evaluates and reshapes process
Establishes criteria for
evaluation
Level 1
Level 2
Level 1
Level 1
Level 1
Level 1
Level 1
Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.
THH09
Page 3 of 3
Copyright 2009 National Council on Technical & Vocational Education & Training (NCTVET)
All rights reserved. No part of this document may be reproduced in any form or by any means without the prior permission of the
publishers.