Tourism and Hospitality

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THHGGA01A: Communicate on the Telephone

This unit deals with the skills and knowledge required to effectively communicate on the phone. It is an essential skill for large numbers of people working in all sectors of the tourism and hospitality industries.

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 and with colleagues

CRITICAL ASPECTS OF ASSESSMENT

Demonstrate the ability to correctly use telephone equipment, provide courteous and friendly telephone service, and clarity in oral communication.

Answering the telephone
Effective communication
Review questions
Case studies