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As well as the customer’s design requests you should also consider:FormatSpelling and grammarLogical languageTerminology.2.This will be a role-playing/demonstrative activity.Your assessor will take the role of a client, informing you of their requests for a business document; you must confirm the requirements with the client in an appropriate manner,using questioning and listening skills to confirm your understanding of the requirements.You should record the client’s requirements in a bullet-pointed list.When working in the hospitality industry, there is a need to communicate with both customers and colleagues. In essence colleagues are other staff in your business. However it may also apply to people working in external businesses that help provide products or services provided to your customer. This can include contractors or suppliers. It is important that all of these communications, whether with customers or colleagues, are conducted in a polite, professional, clear and concise manner.Who might communication occur with?This unit is applicable in many workplace situations within the hospitality, tourism and events industry. Workmates External customers and clientsLocal residents Visitors Media. The need for effective communication all communication, whether verbal or written, needs to be effective in order to demonstrate our intention to meet customer needs and to deliver service and responses quickly. To help achieve effective communication, 36 | P a g e
The following rules apply:Every message must have a purposeMessages should match the interests and abilities of the receiver.Unnecessary words should be eliminated.Chosen words should be within the experience range of the receiver.Verbal messages should be clear and concise, using the correct words and their pronunciation, along with appropriate inflection, tone, language and speed.3.Identify three examples of protocols which you follow within your workplace. Where this is not possible, identify three examples of protocols which you might follow duringthe design process.Every organisation will have different practices for storing information. It is important that you fully understand how this is done in your organisation, and why.Workplace policies and procedures for storage and access of information provide a guidefor workers to follow, and if you are conscientious in adhering to these, information can be kept secure and in good order, and will be easily accessible to those who need it.At the end of this section you should be able to:keep information in accordance with organisational guidelinesprovide access to information to appropriate individualsmaintain confidentiality and security of informationReport breaches of confidentiality to the appropriate person4.List three examples of how you can practice appropriate communication techniques within a range of work contexts.