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Elements and Performance Criteria

1. Coordinate group movements.
   • Maintain tour schedule through effective communication with group.
   • Use techniques to promptly attract group attention when required.
   • Courteously advise group about ways in which minimum disruption and disturbance can be caused to other people and environment.
   • Complete physical group movements in an orderly manner, checking group numbers at appropriate times.
   • Advise group members of procedures if individuals become separated from the group.
   • Provide instructions in a manner and pace appropriate to the group and encourage members to seek clarification where necessary.
   • Locate lost or late group members, ensure they re-join the group and are reminded of need to comply with group movements in future.
2. Encourage group morale and goodwill.
   • Use techniques to build group cohesion during the tour.
   • Balance needs of individuals and group in the conduct of the tour.
   • Respond to problems in a manner likely to optimise the goodwill and morale of the group.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

coordinate and lead at least three tours with different customer groups from among the following durations:

short tours (three hours or less)

half or full day tours

overnight tours

extended tours (two or more nights)

demonstrate use of techniques to build group cohesion during each of the above tours.

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Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

techniques to build group cohesion:

encouraging interaction between group members

focusing the group on shared activities

use of group activities or games

inviting individuals to address the group

using seat rotation systems

using the skills of individual group members in the operation of the tour

organisational procedures for locating lost or late group members and coordinating reunion with the group

minimal impact practices relevant to the specific site or location where each tour is conducted

types of conflict, people management issues and group problems (interpersonal and operational) likely to arise in a group touring situation:

typical causes

appropriate responses.

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