This unit describes the performance outcomes, interpersonal, communication and customer service skills and knowledge required to work in the service industries. This is a core unit underpinning all other units involving interaction with colleagues and customers. Key required skills and knowledge for this role include meeting personal presentation standards, establishing rapport with customers, determining and addressing customer needs and expectations, dealing with complaints, working in teams and using appropriate communication techniques and mediums.

• Communicate with customers.
• Maintain personal presentation standards.
• Provide service to colleagues and customers.
• Respond to conflicts and customer complaints.
• Work in a team.

• Communicate with customers and colleagues from diverse backgrounds.
• Address cross-cultural misunderstandings.

This covers the development of basic keyboard skills using touch typing techniques.

• Use safe work practices
• Identify and develop keyboard skills.
• Check accuracy.

• Select and use technology.
• Process and organise data.
• Maintain technology

• Use safe work practices.
• Confirm document requirements.
• Produce documents.

This unit describes the performance outcomes, skills and knowledge required to complete a range of routine office procedures and activities, including writing simple correspondence.

• Process office documents.
• Draft written communication.
• Draft written communication.

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.

• Respond to incoming telephone calls.
• Make telephone calls.

• Interpret information required for processing of documentation.
• Process documentation.

This unit describes the performance outcomes, skills and knowledge required to follow predetermined health, safety and security procedures. It requires the ability to incorporate safe work practices into all workplace activities and to participate in the organisation's OHS management practices. OHS legislation in all Australian States and Territories imposes obligations on employees to participate in the management of their own health and safety and that of their colleagues and anyone else in the workplace. They have a duty to cooperate with their employer's initiatives to ensure safety at work.

• Follow workplace procedures for health, safety and security.
• Follow procedures for emergency situations.
• Participate in the organisation's OHS practices.

This unit describes the performance outcomes, skills and knowledge required to apply good hygiene practices within a range of service industry operations. It requires the ability to follow predetermined procedures, identify and control simple hazards and take particular hygiene measures to ensure the noncontamination of food and other items that might put customers, colleagues and self at a health risk.

• Follow hygiene procedures and identify hygiene hazards.
• Report any personal health issues.
• Prevent food and other item contamination.
• Prevent crosscontamination by washing hands.