REQUIRED KNOWLEDGE AND SKILLS

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

Required knowledge

Relevant sections of Civil Aviation Safety Regulations and Civil Aviation Orders

Relevant OHampS procedures and regulations

Relevant equal opportunity and antidiscrimination regulations

Principles of customer service

Airline standards and procedures for managing a checkin queue

Workplace procedures for providing appropriate assistance and advice to passengers awaiting checkin for an aircraft flight

Resources and equipment used during queue management

Risks that exist when communicating with passengers during checkin procedures and related risk control procedures and precautions

Problems that may occur when communicating with passengers during checkin procedures and appropriate action that should be taken in each case

Required skills

Communicate effectively with others when managing a checkin queue

Read and interpret instructions regulations procedures and other information relevant to a checkin queue

Interpret and follow operational instructions and prioritise work

Complete documentation related to a checkin queue

Operate electronic communication equipment to required protocol

Work collaboratively with others when managing a checkin queue

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

Promptly report andor rectify any identified problems that may occur when managing a checkin queue in accordance with regulatory requirements and workplace procedures

Implement contingency plans for unexpected events that may arise when managing a checkin queue

Apply precautions and required action to minimise control or eliminate hazards that may exist when managing a checkin queue

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 when managing a checkin queue

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

Queue management may be conducted:

Performance may be demonstrated:

Queuing resources may include:

Persons consulted may include:

Dependent on the type of organisation concerned and the local terminology used, workplace procedures may include:

Information/documents may include:

Applicable regulations and legislation may include: