Required skills

communication skills to

negotiate potentially complex challenges and changes in touring arrangements

provide leadership and facilitate group cohesion

work cooperatively with colleagues from a wide range of supplier organisations

critical thinking skills to evaluate and respond to the impacts of operational situations on the organisations broader commercial interests

initiative and enterprise skills to proactively create opportunities to enhance the customer touring experience

literacy skills to

read and interpret tour information

numeracy skills to

calculate tour component times

translate from the hour to hour clock for customer use

translate from the 24hour to 12hour clock for customer use

calculate the cost of changes to itineraries

planning and organising skills to coordinate multiple and varying logistical tour arrangements

problemsolving skills to proactively identify and resolve complex operational and service issues including potential customer dissatisfaction and logistical problems

selfmanagement skills to take responsibility for tour quality and customer satisfaction

Required knowledge

ways to manage visits to culturally or environmentally sensitive areas

responsibilities of tour managers on extended touring programs

tourism industry supplier networks and interrelationships that impact on the conduct of an extended touring program

management policies processes and procedures to be undertaken before during and at the completion of a tour

negotiation techniques and their application to different tour managing contexts

leadership motivation and communication techniques and their application to different tour managing contexts

legal ethical safety and sustainability considerations in the management of extended touring programs including

antidiscrimination provisions

duty of care

minimising waste and conserving resources

sitespecific safety and security requirements

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

manage logistical and interpersonal aspects of an extended touring program

of a duration that reflects local industry product and practice

of sufficient duration to allow the individual to demonstrate techniques that build group rapport

ensure the ongoing welfare and satisfaction of group tour members and develop and maintain group cohesion and rapport throughout the touring program

use effective negotiation and contingency management techniques to deal with the range of practical and peoplerelated problems and issues that arise during the operation of an extended tour

use effective negotiation and contingency management techniques to deal with the range of practical and peoplerelated problems and issues that arise during the operation of an extended tour

demonstrate knowledge of the legal ethical safety and sustainability considerations for extended touring programs

Context of and specific resources for assessment

Assessment must ensure use of

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

real or simulated touring activities

equipment and resources required for the delivery of tours such as transport accommodation and venue access

a group of customers for whom the individual can act as tour manager

industrycurrent customer and operational documentation

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 holistically manage all tour logistics by participating in tours conducted by the individual

direct observation of the individuals people management communication and negotiation skills by participating in tours conducted by the individual

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

review of tour preparation notes checklists and tour reports prepared by the individual

use of case studies and problemsolving activities to assess ability to apply people management and contingency management skills to a range of different touring situations including emergency situations

written or oral questioning to assess knowledge of tour management procedures leadership motivation and communication techniques and tourism industry networks

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 Provide arrival and departure assistance

SITTGDE Prepare and present tour commentaries or activities

SITTGDE Coordinate and operate tours

SITTTOP Operate tours in a remote area

Types of extended touring programs may include:

Legal, ethical, safety and sustainability considerationsmay relate to:

Reconfirmations and bookings may be for any touring product or service component and may include:

Operational details may include:

Adjustments may include:

Controlling office may be:

Liaison and negotiation may be with:

Problems may relate to: