Required skills

communication and teamwork skills including clear and direct communication and active listening and questioning techniques using language and concepts appropriate to cultural differences and using and interpreting nonverbal communication to

identify and confirm client requirements

liaise with relevant parties to the viewing

confirm and communicate relevant information

problemsolving skills to answer questions and accommodate additional family requests

customer service skills including ability to maintain confidentiality of client information

organisational and time management skills to arrange viewings and manage time constraints

Required knowledge

funeral operating procedures

social religious and cultural differences and traditions

workplace policies and procedures regarding the conduct of viewings

first aid procedures

professional funeral services industry parameters and protocols for dealing with the deceased and the bereaved

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

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

Evidence of the following is essential

ability to determine familys viewing requirements liaise with family and relevant personnel to arrange and oversee viewings that meet family workplace and legislative requirements

sensitive communication according to funeral services industry parameters and protocols with the bereaved at all times and ability to sensitively respond to additional family requests and concerns during the viewing

arranging and overseeing viewings on multiple occasions to ensure consistency of performance and ability to respond to different situations

Context of and specific resources for assessment

Assessment must ensure

demonstration of skills in an environment where viewings can take place

access to appropriate computers communication technology and software programs to arrange viewings

interaction with diverse client types to allow candidate to respond to range of viewing requirements and client requests

access to first aid facilities

Methods of assessment

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

observation of candidate assessing familys viewing requirements and liaising with relevant personnel to arrange and oversee viewing of the deceased person

written or verbal questioning to assess knowledge and understanding of dealing with grief responses and the application of workplace policies and procedures and relevant legislation with regard to viewings

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

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

SIFFNLA Arrange funerals

SIFFNL003A Arrange funerals.

Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role

Family may include:

Viewing requests and requirements may include:

Viewing guidelines may include:

Workplace policies and procedures may include:

Funeral and third-party personnel may include:

Viewing details and information may include:

Relevant legislation and regulations may include:

Grief reactions may include: