REQUIRED KNOWLEDGE AND SKILLS

This describes the essential knowledge and skills and their level required for this unit

Required knowledge

Relevant regulatory requirements

Relevant OHampS hygiene and environmental procedures and regulations

Relevant customs quarantine equal opportunity and antidiscrimination regulations

Principles of customer service

Airline standards for providing appropriate assistance and advice to passengers prior to takeoff during flight and on arrival

Action to be taken in response to flight crew instructions

The requirements for cabin crew to suspend customer service and be seated during both takeoff and landing and when otherwise directed by the pilot in command or other senior air crew

Airline administrative procedures

Cabin features and amenities for various types of aircraft

Features and amenities of terminals at designated airports

Transport options at designated airports

Problems that may need to be addressed when providing customer service and action that can be taken to address them

Required skills

Communicate effectively with others when providing customer service on an aircraft

Read and interpret instructions regulations procedures and other information relevant to providing customer service on an aircraft

Interpret and follow operational instructions and prioritise work

Complete documentation related to providing customer service on an aircraft

Operate electronic communication equipment to required protocol

Work collaboratively with others when providing customer service on an aircraft

Adapt appropriately to individual differences in the workplace including modes of behaviour and interactions with others

Promptly report andor rectify any identified problems that may occur when providing customer service on an aircraft in accordance with regulatory requirements and workplace procedures

Implement contingency plans for unexpected events that may arise when providing customer service on an aircraft

Apply precautions and required actions to minimise control or eliminate hazards that may exist when providing customer service on an aircraft

Monitor and anticipate operational problems and hazards and take appropriate action

Monitor work activities in terms of planned schedule

Modify activities dependent on differing workplace contingencies situations and environments

Work systematically with required attention to detail without injury to self or others or damage to goods or equipment

Adapt to differences in equipment and operating environment in accordance with standard operating procedures

Select and use required personal protective equipment conforming to industry and OHampS standards

Implement OHampS procedures and relevant regulations

Identify and correctly use equipment required to provide customer service on an aircraft

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria required knowledge and skills the range statement and the assessment guidelines for this Training Package

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

The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying

the underpinning knowledge and skills

relevant legislation and workplace procedures

other relevant aspects of the range statement

Context of and specific resources for assessment

Performance is demonstrated consistently over a period of time and in a suitable range of contexts

Resources for assessment include

a range of relevant exercises case studies andor other simulated practical and knowledge assessment andor

access to an appropriate range of relevant operational situations in the workplace

In both real and simulated environments access is required to

relevant and appropriate materials and equipment and

applicable documentation including workplace procedures regulations codes of practice and operation manuals

Method of assessment

Assessment of this unit must be undertaken by a registered training organisation

As a minimum assessment of knowledge must be conducted through appropriate writtenoral tests

Practical assessment must occur

through activities in an appropriately simulated environment at the registered training organisation andor

in an appropriate range of situations in the workplace

Customer service may be provided:

Performance may be demonstrated:

Aircraft features and amenities may include:

Terminal facilities may include:

Transport options may include:

Persons consulted may include:

Dependent on the type of organisation concerned and the local terminology used, workplace procedures may be referred to as:

Information/documents may include:

Applicable regulations and legislation may include: