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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

Required Skills

Required skills

communication skills to

address customers with different needs and expectations including special needs

apply a range of group presentation techniques

engage with different audiences

observe verbal and nonverbal audience feedback

present information sensitively

initiative and enterprise skills to

deal with unexpected situations

identify and respond promptly to operational problems

translate ideas and concepts into tangible engaging activities

learning skills to improve presentation skills through evaluation of own performance

literacy skills to

interpret use and tailor a wide range of support materials

read and present information

read instructions

planning and organising skills to

integrate sustainable work practices

organise and prepare facilities equipment resources and support materials

provide a safe place

selfmanagement skills to

project a professional image during public presentations and activities

teamwork skills to

seek feedback from colleagues

work collaboratively with others involved in activities events and public programs

technology skills to use audiovisual equipment

Required knowledge

available sources of expert advice on the relevant subject matter

cultural protocols to be observed in the delivery of activities

features of different learning styles and how to represent them in presentations to different customer groups

features of policies procedures and practices relating to the provision of public activities events and programs

key features of legislation that affects the delivery of activities including child protection copyright and trade practices

needs and expectations of different customer groups including potential crosscultural communication requirements

needs and expectations of different customer groups, including potential crosscultural communication requirements

work health and safety issues and regulations relevant to the workplace and activity context

presentation and interpretive techniques including use of

games and activities

sensory awareness exercises

visual aids and props

voice techniques

subject matter relevant to specified activities events or public programs

typical resources required for delivery of activities relevant to the workplace context

Evidence Required

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

deliver information as part of an activity event or public program

use and adapt interpretation and presentation techniques to meet the needs of different customers

obtain and respond to participant feedback

Context of and specific resources for assessment

Assessment must ensure

presentation to and interaction with a customer group of a size and nature that reflects a typical work environment

access to a venue or site for the delivery of information for an activity event or public program

use of activity support materials

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 questioning combined with review of portfolios of evidence and thirdparty workplace reports of onthejob performance

direct questioning combined with review of portfolios of evidence and third-party workplace reports of onthejob performance

direct observation of the candidate presenting information for an activity event or public program

evaluation of case studies to assess ability to tailor activities to different customer needs

verbal or written questioning to assess knowledge of interpretive and presentation techniques

Assessment methods should closely reflect workplace demands and the needs of particular client groups consider the requirements of different age groups clients with English as a second language clients with disabilities remote library users etc

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example

CUECORB Provide quality service to customers

CUECOR03B Provide quality service to customers.

Range Statement

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.

Detailsmay include:	dates duration location objectives resources target group.
Activity, event or public program may include:	ceremony excursion exhibition festival field trip guided tour holiday or weekend activity open day orientation performance school program scientific experiment site visit, such as: craft demonstration dance film music theatre workshop special occasion.
Facilities, resources and support materialsmay include:	audiovisual equipment displays furniture literature notes notices refreshments venue.
Tailoring presentations may relate to:	appropriate language cultural sensitivity depth and scope of information duration learning styles, including: auditory kinetic visual question handling timing use of pictures and drawings.
Customers may include:	children elderly people families local community members people of particular ethnic or cultural backgrounds people with common professional backgrounds or special interests people with special needs school groups students tourists.
Unexpected events or changes in circumstances may relate to:	changing weather conditions cultural considerations emergencies inappropriate audience behaviour reassessment of customer interests or ability systems failure.
Evaluation methods may include:	anecdotal evidence completion of audience response forms observation of audience reaction questioning of selected audience members.