Required skills

communication skills to

brief customers clearly about tour or activity movements

build group cohesion through use of effective interpersonal communication

apply conflict resolution skills and strategies

numeracy skills to count tour members

planning and organising skills to coordinate practical aspects of moving groups of people

problemsolving skills to respond to operational and interpersonal problems

Required knowledge

procedures for maximising efficiency of group movements

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

minimal impact practices relevant to particular sites or locations

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 and responses

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

Overview of assessment

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

Evidence of the ability to

coordinate group movements using communication and leadership techniques that build group cohesion

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

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

Context of and specific resources for assessment

Assessment must ensure use of

touring environments that reflect that nature of tours commercially available in the relevant city or region

real or simulated touring activities

a group of customers for whom the individual can act as guide

Method of assessment

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

direct observation of the individuals ability to coordinate the movement of groups by participating in tours conducted by the individual

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

questioning group tour members about the individuals clarity of communication and leadership skills

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

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

written or oral questioning to assess 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 individual

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

Guidance information for assessment

The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector workplace and job role for example

SITTGDE Prepare and present tour commentaries or activities

SITTGDE Coordinate and operate tours

SITTGDE Manage extended touring programs

SITXCOM Provide a briefing or scripted commentary

Techniques to build group cohesion may include:

Group problems may involve: