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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

1. Research tour information.
   • Access and review information from publications and experts to inform tour knowledge.
   • Evaluate information sources for reliability and currency.
   • Develop and maintain general knowledge of local region and Australian funeral, burial and cremation practices.
   • Develop and maintain knowledge of history and operations of the funeral home, cemetery or crematorium.
2. Plan tours.
   • Determine purpose, size, composition and specialised requirements for each tour group.
   • Identify and select tour routes according to purpose, size, composition, and specialised requirements.
   • Identify and prepare information materials for clients.
   • Determine and arrange equipment for presentation requirements.
   • Prepare tour commentary according to special requirements and timing and route of tour.
3. Conduct pre-tour briefings.
   • Greet clients and provide summary of tour program and location of facilities.
   • Inform clients of health and safety requirements and any specific restrictions including unsafe areas and funerals in progress.
   • Provide opportunity for client clarification of information and instructions.
4. Conduct tours.
   • Direct physical movement of tour groups according to tour program.
   • Present tour commentary using presentation aided equipment as required.
   • Encourage client participation and address client questions through direct response or later follow-up as required.
   • Identify and address conflicts or difficulties promptly.
5. Evaluate tours.
   • Request and review client feedback and review.
   • Reflect on own performance and note areas for improvement and develop appropriate strategies for addressing these.
   • Record and report evaluation outcomes.
6. Research tour information.
   • Access and review information from publications and experts to inform tour knowledge.
   • Evaluate information sources for reliability and currency.
   • Develop and maintain general knowledge of local region and Australian funeral, burial and cremation practices.
   • Develop and maintain knowledge of history and operations of the funeral home, cemetery or crematorium.
7. Plan tours.
   • Determine purpose, size, composition and specialised requirements for each tour group.
   • Identify and select tour routes according to purpose, size, composition, and specialised requirements.
   • Identify and prepare information materials for clients.
   • Determine and arrange equipment for presentation requirements.
   • Prepare tour commentary according to special requirements and timing and route of tour.
8. Conduct pre-tour briefings.
   • Greet clients and provide summary of tour program and location of facilities.
   • Inform clients of health and safety requirements and any specific restrictions including unsafe areas and funerals in progress.
   • Provide opportunity for client clarification of information and instructions.
9. Conduct tours.
   • Direct physical movement of tour groups according to tour program.
   • Present tour commentary using presentation aided equipment as required.
   • Encourage client participation and address client questions through direct response or later follow-up as required.
   • Identify and address conflicts or difficulties promptly.
10. Evaluate tours.
    • Request and review client feedback and review.
    • Reflect on own performance and note areas for improvement and develop appropriate strategies for addressing these.
    • Record and report evaluation outcomes.

Performance Evidence

Evidence of the ability to:

Conduct, research and prepare information for delivery to tour participants

conduct tours safely according to planned timing and client needs

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

identify and resolve conflict and difficulties.

Evidence of performance of conducting tours to two or more different groups is required to demonstrate consistency of performance and ability to respond to different situations.

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Knowledge Evidence

Demonstrated knowledge of:

sources used to develop funeral industry knowledge, including but not restricted to:

books, magazines, newspapers and other references

statistical information

internet

relevant industry associations

past and present staff members

local experts

descendants of deceased persons, especially historic figures

own knowledge, memory and experiences

videos and television

historical operations of funeral homes, cemeteries and crematorium

local and Australian funeral, burial and cremation practices, including:

layout and features of funeral home, cemetery or crematorium

impact of social, religious and cultural differences and traditions

conflict resolution principles for dealing with:

personal conflict between clients

dominant or disruptive clients

negative clients

subgroups or cliques within group

perception of favouritism by guide

dissatisfaction with tour

ill or distressed clients

basic principles and practices for conducting tours

public liability issues and responsibilities, including:

location of open gravesites

cemetery or crematorium equipment movement

emergency evacuation procedures

procedures in case of separation from main group

industry parameters in dealing with the bereaved

operating features and procedures for relevant presentation equipment

workplace policies and procedures in relation to conducting tours

legislation that impacts on tour operations.

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