Working with Colleagues and Customers

BASED ON AUSTRALIAN TOURISM

Assessment
– SITXCOM001A

Student name: Cassie Norman

What you have to do

There are a total of three (3) parts to complete, as follows:

Part A – consists of short response questions based on a scenario.

Part B – consists of Multiple Choice questions requiring a correct answer for each.

Part C – consists of an extended response question.

Securely attach your answers on separate sheets that clearly identify the question to which you are responding and number the pages in sequence. At the end of each answer, allow adequate space (at least 6-8 lines), for the teacher’s comments and feedback.

You will be assessed on how well you interpret each task request and how you structure each according to layout, sequencing and by providing all relevant and applicable details for each task.

This is an ungraded unit. Your result is based on the evidence you provide to meet the criteria for competence as specified in the unit of competency and grading criteria. You will receive a result of Achieved Competency (AC) or Not yet Competent (NC).

Information on how to submit your assignment is located on the OTEN website under your OLS log-in.

Tasks/Questions

Part A: Short response questions

Scenario

You have just started working for the Asia-Alive travel agency located in the Sydney central business district. The agency sells a range of travel products but specialises in travel services to China, Korea and Japan. As a result, you have a large Asian clientele, including both leisure and business travellers. Business is growing steadily.

Your role as a new travel consultant is to assist the receptionist as well as organise travel arrangements for clients. The receptionist comes from China and the senior travel consultant is from Korea.

The following questions require you to demonstrate your practical application of what you have learned during your study of this unit.

Question 1

Effective communication is important in this travel agency. The agency manager selected you for the job because she wanted someone with well-developed communication skills and an understanding of the importance of non-verbal communication and listening skills.

Explain what you understand to be the important characteristics of effective non-verbal communication and listening skills.

Question 2

When working with people from diverse social and cultural backgrounds, there can be differences in communication and understanding.

a)
Identify two (2) possible cross-cultural misunderstandings and explain strategies you would use to resolve them.

b)
How might you ensure that similar misunderstandings do not occur in the future between staff and / or between staff and clients? Identify two (2) methods.

Question 3

a) Although this travel agency does not expect its staff to wear a uniform, the organisation expects a high standard of personal presentation and prefers business attire to be worn by staff. Why do you think that this is so important?

b) Other than business attire what else should staff members give attention to with respect to their personal presentation?

Question 4

a)
Identify the desirable characteristics and qualities for staff to be considered a good, effective team member.

b) The agency manager insists that the staff of this business work as a team.

i. What are the benefits of a team approach for each staff member?

ii. What are the benefits of a team approach for the organisation?

c)
The agency manager holds a staff meeting every Monday morning. What benefits would these meetings provide?

Question 5

You have three (3) clients who have made bookings with you to Hong Kong. They each require different travel arrangements to fulfil their different needs.

Discuss the factors that influence the different needs and expectations of the following client types:

For example: A honeymoon couple may require the convenience of transfers from the airport to their hotel.

a) A couple holidaying with their two (2) children (aged 10 & 14).

b) A female who frequently travels alone for business.

c) A client requiring wheelchair access.

Question 6

Other than cross-cultural misunderstandings, identify and describe five (5) other types of situations or communication barriers that might lead to difficulties, conflict and misunderstanding in the workplace?

Part B: Multiple Choice questions

Questions 1 – 9 are Multiple Choice. Please circle or select the most correct answer; only one answer per question can be chosen.

1. What communication strategies should you use to assist clients from a variety of cultural backgrounds?

a. Plain English, a clear voice, slow speech

2. Which is the most appropriate sequence to deal with a customer complaint?

a. Listen, acknowledge the complaint, respond, follow up

b. Acknowledge the complaint, report, respond, follow up

c. Listen, report, empathise with the customer, follow up

d. Empathise with the customer, respond, confirm, follow up

3. Which of the following is the most effective strategy to use when dealing with cultural differences within a team in the workplace?

a. Acknowledge staff cultural difference

4. Which of the following best describes a win-win situation when resolving conflict?

a. When two parties agree to one party’s wants

b. When all parties’ needs are met

c. When parties agree to resolve issues later

d. When parties agree there is no solution

5. Which of the following approaches to teamwork would be the most successful?

a. Conduct a ‘brainstorm’ session to decide on a number of strategies

6. The most significant way to identify potential conflict in the workplace is through:

a. Observing body language

7. Why are personal presentation standards important for those working in the travel industry?

a. To create a good first impression to customers.

8. Which of the following set of factors influence a customer’s needs and expectations?

a. Age, culture, health, available time

9. Which of the following is an example of internal customers?

a. Colleagues

Part C: Extended response question

As part of your new role at the Asia-Alive travel agency (detailed in the scenario – Part A), you have been asked to prepare a set of guidelines for the employees of the agency.

These guidelines should contain:

1. Strategies for handling customer complaints.

2. Strategies for handing difficult situations in the workplace.

You will be assessed on how well you:

·

demonstrate relevant knowledge and understanding

· communicate ideas and information, using precise industry terminology and appropriate workplace examples.

·

END OF ASSESSMENT

LA013674 Assessment; SITXCOM001A, Ed3
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© New South Wales, Department of Education and Communities 2011, Version 3, December 2011
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LA013674 Assessment; SITXCOM001A, Ed3

© New South Wales, Department of Education and Communities 2011, Version 3, December 2011
LA013674 Assessment; SITXCOM001A, Ed3
5
© New South Wales, Department of Education and Communities 2011, Version 3, December 2011