Required skills

communication skills to

interact in a friendly and courteous way with customers

provide clear and accurate information

literacy skills to

source information on a predictable range of customer requests

problemsolving skills to identify and respond to situations where referral to others is required

selfmanagement skills to keep uptodate with information

teamwork skills to share information with colleagues

Required knowledge

sources of information on organisational services and facilities

organisational facilities services and procedures including for those with special needs such as parking exhibits show times retail outlets and special events

sources of advice and referral

safety and emergency procedures for customers colleagues and self

sources of customers in the relevant industry context

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

access information on relevant services and facilities

provide information and assistance in response to multiple and diverse requests in a courteous and culturally appropriate manner

Context of and specific resources for assessment

Assessment must ensure use of

other people to allow for the demonstration of interpersonal skills

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 individual providing assistance and information

use of case studies to assess ability to source different types of information for different purposes

written or oral questioning to assess knowledge of information sources and the role of information systems within the venue

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 Interpret aspects of local Australian Indigenous culture

Information on facilities and services may relate to:

Opportunities to update and maintain facility and service knowledge may include reference to:

Feedback may be: