Teamwork and Communication

Course Overview
In the Tourism and Hospitality industries your ability to communicate well will directly affect your success in the workplace. Whether you are seating guests in the restaurant, talking with kitchen staff, or diffusing conflict with a customer your performance will often depend on how well you communicate. Effective workplace communication comes naturally only to a few lucky people, as most of us need to learn and practice these skills all the time.

Due to the nature of the Service industry, and the array of background distractions that come with it, there is great potential for misunderstandings to occur between a customer and an employee. Overcoming those barriers requires an understanding of how non-verbal communication works, and poorly handled misunderstandings will damage your reputation. Not only do the customers not return, they tell others of their bad experience.

This course is designed to help you develop an awareness of how to most effectively communicate with customers and colleagues in a busy workplace environment. As you will soon discover, there is a lot more to communicating effectively than just talking. This course focuses on standard Business English practice and norms, and the internationally-acceptable modes of workplace communication in the Tourism and Hospitality industries.

What type of certificate will I receive?

Graduates of our Short Courses will at the conclusion of their program receive a Certificate of Completion. You could use this Certificate to prove to a potential or current employer that you have successfully participated in an online training course, offered by an RTO.

Australian students: If you require a Statement of Attainment certificate for employment in your industry, or for use in a Higher AQF Qualification, you will need to enrol in an ‘accredited’ Nationally Recognised Training unit.

You can study the accredited versions of some our short courses online with us – so please check the course’s information page for more details if this applies to you.

How do I print my Certificate?

To protect the integrity of your Certificate, it will be protected by a unique ID number allocated only to you. This number is recorded against your Profile, and if you choose to upload a Photo of yourself into your Profile, it will protect your certificate from duplication and fraudulent use.

Course Outline

This course has 5 chapters, in which you will learn how to:

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

You will progress at your own speed, page-by-page through the course listening, reading and watching the training material. Along the way you will be invited to participate in a range of self-tests and interactive, problem-solving activities. At the end of each chapter, our computer will test your understanding of the content via 20 multiple-choice questions. These questions are distributed evenly across each of the 5 chapters, and you will need to answer each question correctly to move forward to the next chapter of the course.

Why Should I study this Course?

This course will provide you with the communication and customer service skills required to work in the service industries. The theories and knowledge contained in this Short Course can be applied generically to all areas of the Retail, Tourism and Hospitality sectors and environments.

If you are involved in, or are preparing to enter the food and beverage, housekeeping, front office, or the Retail services sectors you will find this course an excellent introduction to workplace communication. It will teach you how to be an effective member of a team and explain how poor communication can impact heavily on a service orientated business.

This course ideal online training for those who:

• Deal directly with customers as well as back-of-house staff
• Are unemployed and/or in pre-employment training, looking to enter the Hospitality and Service Industries.
• Are in pre-vocational training and are looking to embark on a new career in the Tourism and Hospitality sectors.
• Are already working within the Hospitality or Service Industries and wish to improve your skills and/or meet your Professional Development obligations.
• Frontline operational personnel who work under close supervision and guidance from others during the normal course of their daily activities
• That that are not involved with the Service Industries at all, but just want to know what the secrets are to communicating in the workplace.