Key terms and concepts

• Active listening 

• Colleague 

• Communication process 

• Complaint handling 

• Conflict resolution techniques 

• Customer 

• Customer service skills and practices 

• Effective communication techniques 

• Interpersonal skills 

• Needs, preferences and expectations 

• Personal presentation 

• Product 

• Quality service 

• Questioning techniques 

• Service 

• Special needs 

• Types of communication

• Work ethic

Types of customers and colleagues

• Internal customers 

- colleagues

• External customers and clients 

- local residents

- visitors

- media

- theatre/cinema/event patrons

- outside contractors

- venue hirers

- event organisers

- local council/state and federal governments

Brief overview of the communication process/cycle

Types of communication 

• Verbal 

• Non-verbal

• Written

Barriers to effective communication

• Bias and stereotyping 

• Lack of empathy 

• Negative subtext 

• Gender issues 

• Individual differences 

• Inconsistency 

• Emotions 

• Physical barriers e.g.noise 

• Inattention

• Pressure of time

Interpersonal skills

The importance of communicating in effective language

• Clear 

• Concise 

• Purposeful 

• Correct

• Courteous

• Culturally sensitive 

Media for communicating in writing

 • Messages 

• Electronic mail 

• Facsimiles 

• General correspondence 

• Internal/external memorandums 

• Telephone messages 

• Proformas 

• Forms 

• Letters 

• Receipts

• Customer/client records

Effective verbal communication

• Appropriate language 

• Clear voice 

• Audible volume 

• Courteous tone 

• Active listening 

• Asking questions or rephrasing/repeating to clarify or

confirm understanding

Effective communication techniques in relation to non-verbal communication 

 • Body language

• Personal space

Understanding body language, personal space, gestures and subtext

An appreciation of how cultural diversity contributes to differing social values, expectations and customs

The importance of respecting cultural differences and adopting a sensitive approach when dealing with communication issues in the workplace

Recognising potential for conflict

• Active listening 

• Observing body language

• Reading subtext

An understanding of how the following may contribute to potential conflict

• Poor customer service 

• Variation in colleagues’ work practices/methods 

• Cultural misunderstanding 

• Barriers to communication

• Aggressive behaviour

An understanding of conflict resolution techniques

• Minimise adversarial contests 

• Promote the concept of ‘win-win’ 

• Allow for solutions that meet all parties’ needs 

• Follow due process – listen, acknowledge, respond,

report and follow-up

Personal presentation, image and hygiene standards required in the workplace

• Clean hands and nails 

• Clean and tidy hair 

• Attention to grooming 

• Pleasant body odour 

• Good oral hygiene 

• Correct posture 

• Attention to personal hygiene

• Positive and friendly attitude clean uniform

• Deportment

• Etiquette

Dress standards, uniform care and maintenance

The extent to which personal presentation standards are influenced by enterprise

• Work location 

• Job role

• OHS issues 

• Customer expectations in relation to personal

presentation standards

Difference between needs and expectations. Customer preferences, needs and expectations

• Friendliness 

• Courtesy 

• Value for money 

• Prompt service 

• Assistance 

• Empathy and support 

• Comfort 

• New experiences 

• Basic needs for food, comfort,

shelter or other services

Establishing customer preferences, needs and expectations

• Active listening 

• Using open, closed and reflective questions

• Observation and recognition of non-verbal signs

Factors influencing needs and expectations

• Social

• Cultural

• Economic

• Health

• Age

• Personality

• Personal interests

• Likes and dislikes

• Available time

• Perceptions

Typical needs and expectations of customers in the entertainment industry, including those with special needs

 • Patrons with physical disabilities and sensory impairments 

• Patrons with intellectual disabilities 

• Patrons with particular cultural or language needs

• Elderly patrons 

• School groups 

• Theatre groups 

• VIPs

• First-time patrons 

• Pregnant women 

• Families with children

• Unaccompanied children

Industry standards for workplace interaction

• Courtesy 

• Discretion 

• Confidentiality

• Structured follow-up procedures

Matching preferences, needs and expectations with the most suitable product or service by knowing customer and product/services

Quality service

• Definition of customer-focused service 

• Characteristics of quality service 

• Customer service skills including

- meeting customer requirements

- handling customer requests and complaints

- developing rapport

- promoting suitable products and services

• Responsibilities of the enterprise/organisation and staff for service 

• Contribution of staff behaviour in delivering quality customer service 

• Ethics of professional service behaviour 

• Work ethic 

• Importance of quality customer service to the

entertainment industry 

Establishing good customer service practices

• Knowledge of enterprise products/services and  policies 

• Language that is targeted to the specific customer

• Friendly and courteous manner

• Positive gestures and body language 

• Prompt response to resolve complaints 

• Solutions-oriented approach

Opportunity to develop internal product and service knowledge

• Through the department

• Throughout a variety of departments within the  enterprise/organisation

• Throughout the enterprise/organisation as an entity

Effective responses to a range of different customer service situations

Common causes of customer dissatisfaction and complaints. Procedures for handling customer complaints

• Listen

• Acknowledge

• Identify nature of problem 

• Identify and agree on an acceptable solution 

• Action 

• Record

• Follow-up to maximise customer

satisfaction 

Handling complaints diplomatically so all parties recognise

• The issues have been raised with relevant authorities 

• All points of view have been aired 

• Discretion will be applied in resolving the matter 

• Due process will be followed

• Action will be taken to seek a remedy to the matter

The importance of acting within level of authority

• Taking initiative 

 • Problem-solving

• Decision-making

Understanding the lines of reporting and communication with supervisors and peers within the workplace

How and when to seek assistance

Awareness of the scope of responsibility of personnel to enable referral of complaints to the most appropriate person

The value of amicably resolving customer complaints

• Promoting goodwill 

• Customer relations 

• Publicity

• Promoting enterprise service ethic