BSBWOR203

Work
Effectively with
Others

Surinder Singh
 Task1

Written Questions

Q1

Identify five responsibilities/duties most workers need to complete in relation to other group

members.

• Organisational code of conduct

• Organisational procedures and policies

• Supervision and accountability including OHS

• Job description and specification relevant to work role

• Using a courteous and helpful manner at all times

Q2: Name five ethical principles you might be responsible for upholding in your workplace.

 Honesty
 Integrity
 Keep your word.
 Respect others.
 Appreciate the people who help and support you.

Q3: List four ways you can promote cooperation and good relationships with your work group when undertaking
activities in the workplace.

 Supporting team members.

 Using culturally appropriate communication skills.
 Acting on constructive feedback.
 Cooperating and contributing to team goals.

Q5: It’s important to encourage constructive feedback from work group members. Describe how you can best
acknowledge feedback from others, so you can take appropriate action.

1. Determine if it's necessary.

2. Prepare beforehand.
3. Focus on the work, not the person.
4. Be sincere.
5. Recognize that constructive feedback is good for you.
6. Listen and ask questions to understand how you can improve.
7. After your feedback session is over, develop a strategy and take action.
 Q6: You want to act on feedback, but you’re not sure how to do so. Describe three ways you could request advice
from your team, so you can be more proactive.

 Show interest
 Ask for feedback from others
 Avoid defensiveness
 Own your mistakes

Q7: Identify five ways you can provide support to team members to ensure you meet work group goals.

 Celebrate their success.

 Allow team members to problem solve.
 Provide adequate resources and training.
 Keep yourself accountable.
 Show some empathy.

Q8: List the seven steps you can take to contribute constructively to work group goals and tasks according to most
organisational policies, plans and procedures.

 Communicate expectations.
 Establish team goals.
 Leverage team-member strengths.
 Foster cohesion between team members.
 Encourage innovation.
 Keep promises and honor requests.

Q10: Identify four areas in your workplace where there might be opportunities to improve your work group.

 Time management
 Customer service
 Listening skill
 Written communication

Q11: List three ways you can respect diversity in your workplace.

 Invite input from others with different backgrounds. ...

 Bring together diverse groups for innovation. ...
 Respect religious holidays. ...

Q12: List four common communication styles/gestures which may be linguistically or culturally inappropriate to
use in the workplace – depending on who you are talking to.

 Interrupting people while they’re speaking

 Using sarcasm
 Using aggressive gestures
 Maintaining intense eye contact
 Q13: List five issues or problems you might encounter in the workplace.

 Lack of trust
 Not sharing information
 Poor change management

 Lack of transparency
 No long-term thinking

Q14: Identify three obvious signs of conflict and three subtle signs of conflict brewing in the workplace.

Obvious sign :

 Decrease in Productivity
 Quality Issues.
 Complaints

Subtle signs:

 Deceit
 Ignoring
 Shame and guilt

Q16: Describe the five-step procedure for appropriately dealing with difficulties in the workplace.

 Define the source of the conflict. The more information you have about the cause of the problem, the more easily
you can help to resolve it.
 Look beyond the incident.
 Request solutions.
 Identify solutions both disputants can support.
 Agreement
Task 2 – Multiple Choice Questions

Q1: Relationships which are commonly developed in the workplace commonly includes the following
stakeholders:

(Tick the correct box to indicate true or false)

True False
Other staff members 
Shareholders 

Managers 
Customers and clients 
Suppliers and contractors 
Q2: What is the meaning and purpose of a “Chain of command” in an operation?

(Tick the correct box to indicate true or false)

True False
More traditional organisational structures have a strong hierarchy, like 
in the armed forces, which creates an obvious chain of command
The chain of command refers to decision making responsibility – the 
frontline staff member will go to their supervisor for a decision, the
supervisor will go to their manager, that manager may go to the chief
operating officer
The chain of command refers to decision making responsibility – the 
frontline staff member will go to their supervisor for a decision, the
supervisor will go to their manager, that manager may go to the chief
operating officer
A chain of command has the purpose to ensure that all staff obey 
orders

Q3: Draw a line to match the resource typically associated with a business to the relevant
constraint:
To match with the correct definition, you put the number or alphabet in the box to match

Physical (1) (3) the job might require help that is not available
Financial (2) (1) not enough or the right type of tools
Human (3) (2) not enough money in the budget to purchase a
required item or service

Q4: What is the purpose of getting feedback on personal performance on the job? (Tick the

correct box to indicate true or false)

True False

As part of your job it is essential to seek out and act on feedback 

about your role and job performance.
 This is important to enable you to continuously improve and develop 
your skills throughout your career.
Feedback can be made in a formal way, such as through annual 
performance reviews where your performance over time will be
measured against the key performance indicators relevant to your job
role.
The most common purpose for seeking feedback on performance is to 
have a strong argument for a pay rise.
Remember that it is no good collecting feedback if you don’t use it to 
improve your effectiveness!

Q5: Methods for gaining feedback on performance in the workplace include: (Tick the

correct box to indicate true or false)

True False

Using self-assessment to analyse your work and give you an input into 
the review process.
If your self-assessment agrees with your supervisor’s assessment
agree, then you are being realistic; and you understand the nature of 
your job along with the goals and targets that were set.
The major problem with self-assessment is that people often 
undervalue their performance.

For peer reviews, each employee can rate the other members of their 
team on various aspects of their performance, using rating scales or
rankings.
The concept of 360˚ feedback involves seeking out the views and 
opinions of all these different parties, which many people see as a
fairer assessment.
Feedback from customers can help to evaluate the standard of 
product or service you delivered and your effectiveness and efficiency
in how you presented this to your customer

Q6: What are codes of conduct or codes of practice? (Tick the

correct box to indicate true or false)

True False
Codes of conduct and codes of practice provide guidelines for your 
conduct (how you act) when carrying out your duties.
The codes are made up of a set of rules that help you to know what 
you should and should not do.
They are designed to regulate the industry and ensure a minimum 
standard is achieved.
Each industry has the same code of conduct or code of practice. 
Some industries have several codes which cover different aspects of 
the job.

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 Some codes are voluntary, which means they are a suggestion, but 
some codes are mandatory, which means that you must do as they
say.

Q7: What is the purpose of the following workplace policies and procedures? (Tick the

correct box to indicate true or false)

True False

The policies and procedures are developed to ensure consistency of 

operations across different times, properties and even countries.
Personnel are required to uphold the professional industry standards 
expected of them, plus the establishment’s own policies and
procedures.
Working in a team means that the supervisor or manager will be 
responsible for the outcomes of your department, regardless of who
is doing the work.
By understanding your role and what is expected of you, you will be 
able to implement the expected levels and quality of work much more
easily.
If everyone on the team understands their role and what is required 
of them, the work environment and therefore efficiency will be
improved.

Q8: Examples of policies and procedures for customer service can relate to: (Tick the

correct box to indicate true or false)

True False

Methods for greeting and acknowledging customers. 

Levels of formality, e.g. using first names or titles. 
Service response times. 
Service and pricing guarantees. 

Standards for personal and workplace presentation and appearance. 

Refunds and cancellations. 
Complaint management. 

Q9: What is the purpose of WHS legislation? How is WHS governed at federal and state levels? (Tick the

correct box to indicate true or false)

True False
The primary reason for WHS legislation is to make every workplace a 
safe and healthy one.

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 Every business is required to provide a safe, healthy and secure 
workplace for their employees.
Every worker is required to follow the WHS procedures, practices and 
guidelines of their workplace.
Only business owners carry the responsibility for WHS. 
Safe Work Australia was created to develop and implement a 
consistent set oh WHS laws, regulations and codes of practice
throughout Australia.
The new Federal Work Health and Safety Act was passed in 2011 and 
all states except Victoria and WA have now implemented their own
Work Health and Safety Act and Regulations, based on the Model Act.

Q10: The WHS act requires that employees must:

(Tick the correct box to indicate true or false)

True False
While at work, workers must take reasonable care for their own 
health and safety and that of others who may be affected by their
actions or omissions.
Comply, so far as they are reasonably able, with any reasonable 
instruction given by the persons conducting a business or undertaking
(PCBU) to allow the PCBU to comply with WHS laws.
Cooperate with any reasonable policy or procedure of the PCBU 
relating to health or safety at the workplace that has been notified to
workers.
Organise their own personal protective equipment required for their 
specific job role.
Ensure they are sufficiently rained to undertake their job tasks. 

Q11: What are the essential requirements under the Equal Employment Opportunity and
Anti-Discrimination Legislation?

(Tick the correct box to indicate true or false)

True False
Under Australian law, everyone has an equal right to work and to be 
treated fairly while at work.
It is illegal to deny someone an opportunity to work on the basis of 
their race, sexuality, age, marital status, political affiliation, religion or
anything else unrelated to their ability to perform the tasks of the job.

It is also illegal to discriminate against someone, on the same basis. 

Each state has Equal Employment Opportunity (EEO) and anti- 
discrimination legislation, put in place to create a fair workplace.
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Employers must ensure that work activities and behaviour of staff is 
carried out fairly and respectfully of others and that they follow the
organisation’s policies and procedures. Staff do not have any
responsibility.

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Q12: What are the provisions of the Privacy laws? How are they governed? (Tick the

correct box to indicate true or false)

True False

Privacy laws exist to protect the personal information of guests and 

staff.
A business must not record or keep personal details of staff members. 
Hospitality businesses also often compile data on their guests in a bid 
to tailor their product and service offering to their clientele.
Whenever this information is taken, it is subject to privacy laws. 
In Australia, there is a federal Privacy Act as well as state Privacy Acts. 
These Acts govern what is required of businesses, as well as the rights 
of the people whose personal information is collected.
Essentially, organisations must control how they collect, use, disclose, 
store, destroy and update personal records that they hold.

Q13: Under current Privacy Laws a person can:

(Tick the correct box to indicate true or false)

True False
Know why their personal information is being collected. 
Demand that no personal information in collected. 
Know how it will be used and which organisations will be given access 
to it.
Request not to receive direct marketing material. 
Correct inaccurate information that is held about them. 
Ask for access to their stored personal information. 

Q14: Examples of environmentally friendly operations in an organisation and its various departments
could include:

(Tick the correct box to indicate true or false)

True False
Establish appropriate purchasing policies for equipment. 
Use rainwater tanks. 
Reduce ambient temperature in winter and increase in summer, e.g. 
set air conditioning to 22˚C instead of 18˚C in summer.
Conduct maintenance regularly and routinely. 

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 Establish recycling policies. 
Communicate environmental policies and ideas to customers. 
Avoid buying in bulk to reduce wastage and large packaging. 

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 Q15: Forming teams of employees, rather than having them operate as individuals, can
have several advantages to the employee: (Tick the correct box to indicate true or false)

True False

For large businesses, forming teams can give people a sense of 

belonging when they might otherwise feel anonymous.
Teams allow people to bond, share jokes and opinions, eat together, 
etc.
Better results are achieved when people work together towards their 
goals.

A poorly performing team member will be covered through the efforts 

to strong performers.
Team members support each other and can help make the work 
environment pleasant.
Forming a team allows people with different values and cultural 
backgrounds to work together and broaden their horizons.
Teams can provide a sense of togetherness and camaraderie, increase 
morale and encourage a fun atmosphere.

Q16: Forming teams of employees can have the following benefits to a business: (Tick the

correct box to indicate true or false)

True False
Increase in productivity. 
Enhanced communication and cooperation between departments. 

Better quality of service. 

Savings in staff costs as the team needs to cover for those performing 
at a lower level.
Reduction in repeated mistakes and accidents. 
Atmosphere of organisational pride. 

Q17: Match the skill required to support the team and share information effectively to the relevant
explanation:

To match with the correct definition, you put the number or alphabet in the box to match

Explaining (1) (4) staff should acknowledge other

peoples’ efforts and encourage others to
participate and improve

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 Listening (2) (2) Team members must be willing to
listen to other people’s ideas without
interrupting and to respect their
contributions to the team
Questioning (3) (6) this is often a critical skill to have in order
to overcome obstacles and get the job done

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Bsbwor203
 Encouraging (4) (3) Using questioning skills may be
necessary to draw out people’s opinions. If
members are shy and remain quiet, then
questioning will help to involve the whole
team
Tolerance(5) (5) People need to accept other people’s
viewpoints and standards
Problem solving (6) (1) team members need to understand
what their roles and responsibilities are. For
this to happen, instructions must be clearly
explained, and details clarified when
necessary

Q18: Match the method for improving the performance of a workgroup or team to the relevant
explanation:

To match with the correct definition, you put the number or alphabet in the box to match

Coaching and (2) Most businesses implement some form of this,

mentoring which involves analysing your work performance and
(1) comparing it to the goals and KPIs
Performance (4) Businesses may make formal training and
appraisals professional development programs available to their
(2) staff. These may be conducted internally as part of the
business’ training regime or provided by external
parties
Skills assessment(3) (1) this is another member of staff who can help other
staff by sharing their knowledge and experience. These
are important as they pass on the correct ways
of doing things

Training programs(4) (6) In many companies there is an opportunity to gain

experience doing different roles or to experience
similar roles in different properties
Skills recognition(5) (3) This involves analysing the skills that you have and
comparing them to the skills that are required or
desirable to determine what training is appropriate
Work experience(6) (5) This can help determine your current
competence level and recognise your existing skills.
This may mean that you only must complete the
training in skills you do not already have
Q19: Respecting differences in personal values and beliefs requires consideration of the following principles:
(tick the correct box to indicate true or false)

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 True False
Working together means that you need to respect each other. It is not 
professional to treat others as second-class citizens.

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 When working in a team environment, cultural diversity should be 
viewed as an advantage.
Attempting to foster a supportive and productive environment you 
need to be open to different behaviours.

Cultural diversity in teams means that there may be some members 

who display different behaviours.
The more you get to know other team members and learn about their 
culture and beliefs, the closer you are to establishing a bond and
gaining a better understanding of their behaviour and abilities.
Team members need to understand that they should respect and work 
with cultural differences in others, even though they do not accept
those values and practices for themselves.
Success lies in the willingness of socially diverse team members to 
adjust to the Australian work culture.

Q20: Match the factor which affects team cohesion to the relevant example:

To match with the correct definition, you put the number or alphabet in the box to match

Similarity (1) (7) When the team shares a feeling of

purpose and a direction, its members will
work together to achieve its aims
Size (2) (4) If team members are happy in their

job and position within the team then the

team will be more cohesive
Stability (3) (5) Teams that have been together for a
long time will generally be more cohesive
than short-lived teams
Support (4) (1) The more similarities team members
have, such as age, ideals and skills; the more
cohesive they will be
Satisfaction (5) (2) Smaller teams are more cohesive than
larger teams due to the difficulties of
supervision and communication
Structure (6) (3) Good management and leadership
aids in cohesion
Sharing (7) (6) When people know their place in the
team and the team has well-defined
protocols, it is more likely to be cohesive

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Q21: Match the correct provisions for overcoming the problem of loafing to the relevant methods: To match

with the correct definition, you put the number or alphabet in the box to match

Collaboration(1) (2) Clearly setting out what is needed

to be done gives people clear guidelines

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 Content (2) (1) Giving people specific tasks that
contribute to the success of the team
will make them feel an integral part of it.
By giving them a specific role, they will
feel an obligation to complete their
tasks

Choice (3) (3) Allowing people to choose what

they want to do gives them ownership
of their role and can help avoid
complaints and jealousies. It also helps
in placing people in the roles that suit
them.

Q22: Match the type of communication barrier which may contribute to conflict in teams to the relevant
example:

To match with the correct definition, you put the number or alphabet in the box to match

Language (1) (2) Misinterpretation of body language and

other non-verbal forms of communication can
be a big barrier to effective communication.
Body language (2) (5) The same words can be interpreted
differently by each individual. Also, the use of
unfamiliar words, jargon, slang, complex
sentences and tone can all provide barriers to
communication.
Receiver distortion(3) (4) Assuming others see the situation the
same as you or have the same feelings about
the subject can lead to miscommunication.
Assumptions (4) (1) There are differences in approaches to
communication across cultures which include
how close we stand to a person, the eye
contact when speaking and the forms of
address.
Cultural differences (5) (3) Selective hearing, ignoring non-verbal
cues and personal feelings interfere with the
communication process.

Q23: Match the technique to help overcome communication barriers to the relevant explanation: To match

with the correct definition, you put the number or alphabet in the box to match

Seek out feedback (1) (5) Approach your communication in an

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 empathetic and tactful manner.

Listen carefully (2) (4) Before communicating, take time to think

about what you need to say and how you
should say it.

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 Rephrase or repeat (3) (2) Use your eyes and ears and listen to the
entire message.
Think first (4) (1) To ensure that your message has been
conveyed clearly, ask the receiver for feedback.

Avoid making (6) When communicating verbally, select

judgements the most appropriate area to interact,
(5) preferably away from noise or distractions.
Pick a suitable (3) If someone does not understand, avoid
Location (6) making them feel embarrassed or awkward.
Q24: Advantages of problem solving involving a group or team typically include: (tick the

correct box to indicate true or false)

True False
Regardless of how much knowledge an individual possesses, they will 
never have as much knowledge as the whole group. The whole is
greater than the sum of its parts.
Group problem solving has the advantage that once the majority agrees 
to a solution the problem is solved and those who did not agree are
forced to follow the final decision, regardless of their opinion.
Groups can come up with different approaches that an individual may 
not have thought of. The more approaches that are suggested, the
more likely it is that you will find an acceptable solution.
The likelihood of decisions or solutions being accepted is increased. 
If the people who are affected by the decision are involved in problem 
solving, then they will already understand the issues involved when it
comes time to implement the solution.

Q25: Effective participation in decision making for a group would require: (Tick the correct box to indicate
true or false)

True False
Trying out ideas on each other 
Listening to understand 
All members generally participating in discussion 
Converting others through one-to-one interaction 
Willingness to change one’s position 
Defending one’s own position to the end 
Finding stimulation in disagreement 
Interacting and reaching consensus 

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Bsbwor203
Q26: Match the key steps to resolve conflict to the relevant actions:

To match with the correct definition, you put the number or alphabet in the box to match

Take responsibility (1) (1) if you are involved in a workplace conflict

situation, you should take the initiative and
begin dealing with the situation
Tread carefully (2) (2) clarify and summarise what has occurred.
Try to distinguish the root cause of the
problem and whether there are other
issues surrounding the situation
Encourage all points of view (5) work together and search for a mutually
(3) acceptable solution. The aim is a win-win
scenario
Establish and agree on the (3) encourage a fair discussion by only allowing
problem (4) one person to speak at a time, without
interruption
Determine possible (2) be extremely careful regarding your
solutions (5) communication style and how it may be
received by others. Tread carefully, courteously
and discreetly

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 Task 3

Case Study
Part A:

From the case studies list below please describe your ideas for each problem
occurring within the case studies and list your answers in the spaces listed below:

1. A staff meeting has been organised to address key issues during the
service of customers within SKUP restaurant. It has been noticed by
management that meals have been taking too long to get to the
customer due to kitchen staff not be fully prepared on time before
service starts. Customers have also been reporting feedback that
certain waiting staff have been rude and abrupt with them when
being served. It has been also noted that there is a lack of vegetarian
dishes on the menu and a large number of customers have
complained about the lack of these options on the menu due to
various dietary and/or cultural requests. Also one regular customer is
blind and management would like to discuss the best ways to
communicate the menu with customers with a disability in general.
Please discuss ideas to address each issue and how serving staff
should communicate and implement these ideas during service.

The goal of restaurant and food service establishments is to provide high-quality meals and
excellent service to customers while staying within food and labour costs so that the operation can
make a profit. This goal can only be achieved with the cooperation and support of all of the staff.
Just as a football franchise only succeeds when the players and staff form a cohesive team, so too
does a restaurant succeed only when the staff forms a working team.

If I would be the manager, I will give my best to solve some of these problems and increase the
quality of the restaurant

Issue Solution
 Taking too long to get the  Give the proper training to the

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 customer staff and encourage them to
work in busy hours
 Lack of vegetarian items in  Communicate with the head chef
menu and add some vegetarian items
which are good for the restaurant
according to the reputation
 Customer feedback for the floor  Stay continous with feedback
staff process and arrange the meeting
with floor staff ASAP, If necessary
give the warning letter to him/her
 Partly disabled customer  Give the advertisement in the
newspaper or social media
website for hiring the staff who
are specialized to communicate
with disabled people.

2)
A customer has complained that they have a hair in their meal. The waiter has had a
discussion with the customer and has become quite angry and has demanded to see
the chef. The waiter did attempt to offer the customer a replacement meal however
he does not want this and is very angry as he has eaten yet the remainder of his
guests have finished eating.

List below how you would handle this situation including;

 how you will communicate to this customer in order to calm them

down

 What you would be willing to offer this customer in order to meet their
satisfaction

 List the techniques you would use to reduce the

impact of the issue for this customer and other
customers in the restaurant at the time

It is unavoidable to receive complaints when handling any public room, from a full-service
restaurant to a corner taco stand. When it comes to dining out, customers are
understandably picky, and not every experience you have will be uniform or

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 perfectly fit their standards. Mistakes will be made, and issues will arise. How you
approach a dilemma, whether it's one involving food or not, says a lot about you.

In this case, firstly, I will try to calm the customer and follow the cardinal rules

 Firstly, proactively listen and do not succumb to distraction, closed body language like folded
arms, or other visible annoyance
 Stay neutral in tone and response when a customer is actively complaining
 Letting an angry customer know you take them seriously is important, as is expressing sympathy
for their dilemma
 If known and/or appropriate in your setting, call the customer by their name in response to their
complaint.
 lower their own voice in order to match the others speaking. So if you speak calmly and at a
lower tone, an irate customer may subconsciously attempt to meet you, even if half-way.
 After listening to a full description of the problem directly from the customer in question, repeat
the concern back to them in plain language.
 It’s an important distinction, but present your customer with a solution to their problem
 If the incident was particularly traumatic, consider comping some desserts or beverage to the
surrounding patrons with a short and soft apology for the discomfort.

If the customer still not convince then I will offer him to not to pay the bill for the discomfort ability
given by the restaurant and keep this private for the reputation of the restaurant .

Arrange a staff meeting ASAP; communicate with all kitchen staff and floor staff for the future safety.

Part B: Observation

This assessment is to be conducted in the SKUP classroom with students to be put

into pairs. Students will in front of the class conduct role plays from 4 scenarios
listed below and the trainer will randomly choose one for each student then: one
student will act as the customer and the other student is to act as the staff
member. The students will then swap roles with second different scenario chosen
by the trainer. There will then be a class discussion after each role play to discuss
their performance and possible improvements they could have made. Each
student when playing the staff member role must resolve the issue to industry
standard to be deemed satisfactory for this assessment (In the case there is an odd
number of students the remaining student will conduct their role play with the
trainer). Scenarios below:

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 My name is Surinder Singh. I am the student of certificate 3 commercial cookery. In
this observation task, I will try to solve some problems that can occur in the
restaurant

1. As Hindu customer has become very angry as he was served a fillet

mignon wrapped in bacon. The beef was halal, but the customer was
not aware the food is wrapped in bacon and wants to know why he was
served pork when he had informed the serving staff that he cannot eat
pork. Discuss the options you can offer this customer.

Firstly, i feel sorry for inconvenient service, then give him a fresh wrapped and a drink that he ordered
earlier without any cost Because satisfied customers are integral to the business. then communicate
with the staff who took order and serve the customers.

2. A customer has complained that they have waited over an hour for
their meal. They are a family and the father has made the complaint
as he has children at the table who have become annoyed because
they are very hungry. Discuss the options you can offer this customer.

As a restaurant manager, great customer service is essential to your

success. In this situation, You can call this the negative turning point.
Remember that it can be hard to win back your disappointed customer.
Avoid disappointing them at all costs. Make sure you have enough staff on
hand so they never have to wait too long. If your diner orders a meal that
takes a bit longer to cook, let them know in advance. Be forthcoming and
informative.
And I will offer some few vouchers with 50% off for the future dining

3. A customer has sent back her meal saying that her chicken is raw. Upon
inspection of the dish you notice that the chicken on her warm chicken
salad is in fact raw. She wants to know what you are going to do about
her meal?

Firstly i feel sorry for giving her uncooked food then replace the order with the fresh one on
the table ASAP.

Then communicate with the head chef if he has any shortage of staff in the busy hour, so hire someone
to help the chef. And try to don’t repeat this kind of the mistake which is not good for the restaurant
future.

Surinder singh
Bsbwor203
 4. A customer has complained that they have been waiting for someone to
take their order for half an hour. The customer has become angry and
has noted while they were waiting some of the waitresses were near the
bar discussing their social plans for the weekend. Try to calm this
customer down.

A restaurant customer service strategy can make or break a business, especially in the age of
social media and online reviews. Negative comments can cause permanent damage to a
restaurant's reputation. a rude employee can lead to customer service complaints.

To prevent these types of complaints suggest educate your employees on how to communicate
clearly and effectively, actively listen to customers, and exhibit positive body language during
customer interactions and attend the customer ASAP with the another floor staff who has good
convincing skill

Surinder singh
Bsbwor203