COURSE OUTLINE

WORKING WITH COLLEAGUES AND CUSTOMERS - (3 CREDITS)

From October 28 to October 31, 2021

Resources – Student workbook – Working with Colleagues and Customers

This unit deals with the interpersonal, communication and customer service skills required by all
people working in the tourism and hospitality industries. This is a core unit which underpins all
other competencies dealing with colleagues and customers and applies to all levels and sectors of
the industry.

WEEK PERIODS CONTENTS RESOURCES

Course introduction
Unit descriptor
Class preparation
Activities
Video
Course content PPT
Group work activities Video – Why is
Element 1. Communicate in the communication so
1 5
workplace important
Conduct communication with customer & Textbook
colleagues Discussion
1.1 Use appropriate language
1.2 Use appropriate non-verbal
communication
1.3 Observe non-verbal communication

Element 1. Communicate in the

workplace (continued)

1.4 Show sensitivity to cultural differences

Textbook
Activity
Discussion
2 5 1.5 Use active listening and questioning
1.6 Identify conflicts
1.7 Select medium of communication
1.8 Use communication medium
Element 2. Maintain personal
presentation standards
3 5 Element 3. Provide service to colleagues
& customers (Group 1) Textbook
Customer care crossword Discussion
3.1 Identify customer’s needs &
expectations
3.2 Meet all reasonable needs & requests
3.3 Enhance the quality of service
3.4 Recognize customer dissatisfaction
3.5 Handle customer complaints
3.6 Refer difficult complaints
3.7 Maintain a positive manner
1
 Element 4 Work in a team (Group 2)
4.1 Demonstrate support, trust and respect
4.2 Recognize cultural differences
4.3 Identity work-team goals
Textbook
4 5 4.4 Identify individual tasks
Discussion
4.5 Seek assistance
4.6 Offer assistance
4.7 Acknowledge & respond to feedback
4.8 Negotiate changes

Dealing with Conflict Situations Textbook

Element 1. Identify conflict situations Discussion
(Group 3)
5 5
1.1 Identify potential for conflict
1.2 Identify situations where safety may be
threatened

Dealing with Conflict Situations Textbook

Element 2. Resolve conflict situations Discussion
Video (Group 3)
2.1 Take responsibility for finding a
6 5
solution to the conflict
2.2 Encourage all points of View
2.3 Use effective communication skills

Element 3 Respond to customer

complaints (Group 4)
Video
3.1 Handle complaints sensitively
3.2 Take responsibility Word document
7 5 3.3 Establish the nature and details of the Workbook
complaint
3.4 Take appropriate action
3.5 Turn Complaints into opportunities
3.6 Complete necessary documentation

8 5 Summary

Assessment for all students

- Final examination: 50% The final examination will be an individually written test (60 minutes)
based on the elements learned in this subject. Refer to your workbook “elements” to ascertain
knowledge obtained, and/or required.
- Mid- term examination: 30% Oral presentation
- Test: 30%, including:
Class Attendance: 15% (> 2 absences in the tutorial sessions: FAIL)
Oral Presentation: 35%