Required skills

communication skills to respond to questions and provide clear information at a pace and language level appropriate to client needs

literacy and numeracy skills to prepare tour commentaries and materials and manage tour timing

technology skills to identify and use appropriate equipment and access information

planning and organisational skills to research information and plan and conduct tours

selfmanagement skills to evaluate own performance and take corrective action where required

problemsolving skills to identify and manage conflict and difficulties during tours

interpersonal skills to relate to people from a range of social cultural religious and ethnic backgrounds and with a range of physical and mental abilities

Required knowledge

layout and features of funeral home cemetery or crematorium

social religious and cultural differences and traditions

alternative formats for production of information materials such as large print or other languages

guidelines for maximising accessibility of printbased materials

professional funeral services industry parameters in dealing with the bereaved

operating features and procedures for relevant equipment

workplace policies and procedures relevant to accessing and preparing tour information and conducting and evaluating tours

understanding of public liability issues and responsibilities

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 research and prepare information for delivery to tour participants

delivery of tour commentaries at a pace and level suited to identified needs and characteristics of tour group

preparing and conducting tours on multiple occasions to ensure consistency of performance and ability to respond to different situations and customer needs

Context of and specific resources for assessment

Assessment must ensure

demonstration of skills in a funeral home cemetery or crematorium facility where tours are conducted

interaction with a tour group

access to relevant documentation such as information materials

access to tour equipment

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 conducting tours safely according to planned timing and client needs

review of research materials and selfevaluation reports

participation in role plays to identify and resolve conflict and difficulties

written or verbal questioning to assess knowledge and understanding of relevant workplace procedures and policies and legislation

review of workplace documents completed by candidate

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

SIFMPRA Develop marketing strategies and activities

SIFMPR004A Develop marketing strategies and activities.

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

Sources of information may include:

Knowledge may include:

Specialised requirements may include:

Workplace policies and procedures may include:

Information materials may include:

Relevant legislation, regulations and codes of practice may include:

Tour equipment may include:

Tour program may include:

Facilities may include:

Health and safety requirements may include:

Specific restrictions may include:

Conflicts or difficulties may include:

Client feedback and review may include:

Areas for improvement may include:

Appropriate strategies may include: