This section describes the essential skills and knowledge and their level required for this unit

The following skills must be assessed as part of this unit

highlevel communication skills to communicate with customers about the tour or activity movements provide clear instructions and advise on procedures they must adhere to

conflict resolution skills and strategies incorporating the skills and techniques of

assertiveness

active listening

nonverbal communication

inclusive language style

problemsolving

negotiation

numeracy skills to count tour members

The following knowledge must be assessed as part of this unit

procedures for maximising efficiency of group movements

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

minimal impact practices to ensure minimum disruption and disturbance to host communities and the environment

principles of group management and group dynamics

communication and leadership techniques with particular application to guiding activities and building group cohesion

types of conflict and people management issues likely to arise in a group touring situation and typical causes

procedures for negotiating and resolving conflicts and difficulties

conflict theory including signs stages levels factors involved and resolution

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge the range statement and the Assessment Guidelines for this TrainingPackage

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

Evidence of the following is essential

coordinating the movement of groups using communication and leadership techniques that build group cohesion

responding to people management problems and issues during group tours or activities

knowledge of the range of conflict and people management issues that could arise during group tours or activities

leading multiple tour groups to ensure consistency of performance

leading group tours or activities of a duration that reflects local industry product and practice and of sufficient duration to allow the candidate to demonstrate techniques to build group cohesion

Context of and specific resources for assessment

Assessment must ensure

leading tour groups within commercially realistic guiding environments eg at a tourist site on a coach tour in a national park or on a walking tour

interaction with customer groups of a size and nature that reflect the commercial environment in which the guide operates

Methods of assessment

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

direct observation of the candidates ability to coordinate the movement of groups by participating in tours conducted by the candidate

direct observation of the candidates people management skills during the operation of group tours

questioning group tour members as to the candidates clarity of communication and leadership skills

review of guiding activities undertaken as part of industry placement and training with an industry operator

case studies and problemsolving to evaluate ability to apply solutions to different group conflicts and difficulties

written and oral questioning or interview to test knowledge of conflict resolution leadership and group motivation techniques and procedures relevant to the movement of tour groups

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

SITTGDEA Coordinate and operate a tour

SITTGDE003A Coordinate and operate a tour

SITTGDEA Manage extended touring programs

SITTGDE005A Manage extended touring programs

SITTGDEA Prepare and present tour commentaries or activities

SITTGDE006A Prepare and present tour commentaries or activities

SITTVAFA Provide a briefing or scripted commentary

SITTVAF002A Provide a briefing or scripted commentary.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors How these skills are applied varies between occupations and qualifications due to the different work functions and contexts

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

Techniques to build group cohesion may include:

Conflicts and difficulties may involve: