This unit describes the performance outcomes, skills and knowledge required for effective communication with customers and other staff in the workplace. It involves establishing contact with customers, processing information, working in a team, maintaining personal presentation, following routine instructions, and reading and interpreting retail documents.

Unit details

Study level:
Vocational and further education (TAFE)
Unit code:


Assessment tasks will be designed to reinforce and extend knowledge and skill competence within set and controlled parameters in accordance with each unit's learning outcomes and performance criteria requirements, including the setting of work based practical application tasks designed to provide evidence of competence outcomes, within periodic and scheduled timelines. Students will be expected to demonstrate the following required skills: - demonstrated use of positive and inclusive language; - questioning and listening; - resolving conflict; - negotiating; - managing stress; - demonstrating self-esteem, and; - literacy skills in regard to reading and understanding workplace documentation, such as store policies and procedures and retail documents.Students will also be expected to demonstrate the following knowledge: - store policy and procedures in regard to: internal and external customer contact; verbal and non-verbal presentation; code of conduct; allocated duties and responsibilities; - goods and services provided by the store; - location of store departments, and; - functions and procedures for operating telephones and other communication equipment.

Where to next?

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