Assessor Resource

SITTGDE303
Lead tour groups

Assessment tool

Version 1.0
Issue Date: April 2024


The unit can apply to any situation where a guide or tour manager is involved in delivering a tour or activity to a group of customers.

This could include tours of single sites or tours that include multiple products and sites. The unit is relevant in the cultural industries where group tours or activities take place in a museum, gallery, library, performing arts centre or zoo; to sport and recreation industries where groups participate in outdoor and adventure activities, such as guided bushwalking; and to any industry that operates tours for business or promotional purposes.

Leading tour groups requires organisational and communication skills and guides who perform this function operate independently or with limited guidance from others.

This unit describes the performance outcomes, skills and knowledge required to coordinate a group of customers. It focuses on the communication and leadership skills required by guides, and the ability to coordinate the physical movement of groups.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Prerequisites

Not applicable.

Employability Skills

This unit contains employability skills.



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

coordinate group movements, using communication and leadership techniques that build group cohesion

lead multiple group tours or activities of a duration that reflects local industry product and practice, and of sufficient duration to allow the individual to demonstrate techniques to build group cohesion

demonstrate knowledge of the range of conflict and people management issues that could arise during group tours or activities.

Context of and specific resources for assessment

Assessment must ensure use of:

touring environments that reflect that nature of tours commercially available in the relevant city or region

real or simulated touring activities

a group of customers for whom the individual can act as guide.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct observation of the individual’s ability to coordinate the movement of groups by participating in tours conducted by the individual

direct observation of the individual’s people management skills during the operation of group tours

questioning group tour members about the individual’s clarity of communication and leadership skills

use of case studies and problemsolving to evaluate ability to apply solutions to different group conflicts and difficulties

written or oral questioning to assess knowledge of conflict resolution, leadership and group motivation techniques and procedures relevant to the movement of tour groups

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.

Guidance information for assessment

The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:

SITTGDE304 Prepare and present tour commentaries or activities

SITTGDE401 Coordinate and operate tours

SITTGDE402 Manage extended touring programs

SITXCOM202 Provide a briefing or scripted commentary.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

communication skills to:

brief customers clearly about tour or activity movements

build group cohesion through use of effective interpersonal communication

apply conflict resolution skills and strategies

numeracy skills to count tour members

planning and organising skills to coordinate practical aspects of moving groups of people

problem-solving skills to respond to operational and interpersonal problems.

Required knowledge

procedures for maximising efficiency of group movements

procedures for locating lost or late group members and coordinating reunion with the group

minimal impact practices relevant to particular sites or locations

principles of group management and group dynamics

communication and leadership techniques with particular application to guiding activities and building group cohesion

types of conflict and people management issues likely to arise in a group touring situation and typical causes and responses.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Techniques to build group cohesion may include:

encouraging interaction between group members

focusing the group on shared experiences

group activities or games

inviting individuals to address the group

using seat rotation systems

using the skills of individual group members in the operation of the tour.

Group problems may involve:

interpersonal issues:

customers who cause disruption and disturbance to others

dissatisfaction with the tour

dominant customers

negative customers

perception of favouritism by guide

personal conflict between customers

subgroups or cliques within the group

operational issues:

overcrowding

scheduling

lost customers.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Maintain tour schedule through effective communication with the group. 
Use techniques to promptly attract group attention when required. 
Courteously advise group about ways in which minimum disruption and disturbance can be caused to other people and the environment. 
Complete physical group movements in an orderly manner, checking group numbers at appropriate times. 
Advise customers of procedures if they become separated from the group. 
Provide instructions in a manner and pace appropriate to the group and encourage customers to seek clarification where necessary. 
Locate lost or late group members, ensure they rejoin the group and are advised of future need to comply with group movements. 
Use techniques to build group cohesion during the tour. 
Balance the needs of individuals and the group in the conduct of the tour. 
Respond to group problems in a manner likely to optimise the goodwill and morale of the group. 

Forms

Assessment Cover Sheet

SITTGDE303 - Lead tour groups
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

SITTGDE303 - Lead tour groups

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: