Evidence of the following is essential: Demonstrate correct use of telephone equipment Demonstrated ability to provide courteous and friendly telephone service Demonstrated ability to be clear and concise both verbally and in writing Demonstrated ability to receive and relay messages accurately Demonstrated ability to make telephone calls for different purposes. Context of Assessment This unit may be assessed on or off the job: Assessment should include practical demonstration of the ability to communicate on the telephone either in the workplace or through a simulation activity, supported by a range of methods to assess underpinning knowledge Assessment must relate to the individual’s work area, job role and area of responsibility Assessment must include project or work activities that allow the candidate to communicate on the telephone Assessment must include demonstration of communicating on the telephone and operating telephone equipment under normal workplace conditions. Resource Implications Training and assessment to include access to a real or simulated workplace, including access to telephone equipment and in particular procedures, policies and guidelines that guide effective work practices in relation to communicating on the telephone; and access to workplace standards, procedures, policies, guidelines, tools and equipment. Assessment Methods The following methods may be used to assess competency for this unit:
Evidence of the following is essential: Demonstrate correct use of telephone equipment Demonstrated ability to provide courteous and friendly telephone service Demonstrated ability to be clear and concise both verbally and in writing Demonstrated ability to receive and relay messages accurately Demonstrated ability to make telephone calls for different purposes. Context of Assessment This unit may be assessed on or off the job: Assessment should include practical demonstration of the ability to communicate on the telephone either in the workplace or through a simulation activity, supported by a range of methods to assess underpinning knowledge Assessment must relate to the individual’s work area, job role and area of responsibility Assessment must include project or work activities that allow the candidate to communicate on the telephone Assessment must include demonstration of communicating on the telephone and operating telephone equipment under normal workplace conditions. Resource Implications Training and assessment to include access to a real or simulated workplace, including access to telephone equipment and in particular procedures, policies and guidelines that guide effective work practices in relation to communicating on the telephone; and access to workplace standards, procedures, policies, guidelines, tools and equipment. Assessment Methods The following methods may be used to assess competency for this unit:
TG%20_Communicate_on_the_telephone_refined.docx