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

communication and interpersonal skills to allow for positive and courteous interaction with customers

crosscultural language skills to use key words phrases short expressions and numbers routinely required to fulfil common customer needs relevant for the particular workplace and to the language being assessed

The following knowledge must be assessed as part of this unit

general knowledge of the culture and the social and cultural conventions relevant to the language being assessed including traditions attire eating habits table manners body language and taboo topics

general awareness of crosscultural communication issues sufficient to avoid giving offence to customers and colleagues

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

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

There are three critical considerations for the assessment of this unit

This unit can be used to assess basic oral proficiency in anylanguage other than English Assessment must be customised to the requirements of a particular language

Assessment should not only focus on the language being assessed but must also incorporate the practical customer service requirements of the tourism or hospitality industry ie the assessment of language must be conducted while the candidate is carrying out typical tourism or hospitality vocational activities

This unit can apply to any tourism and hospitality sector workplace and circumstance Assessment activities must ensure that the use of a specific language is contextualised and linked to vocational activities which are relevant to the particular tourism or hospitality sector and workplace For example if assessment is linked to restaurant service language usage should relate to a restaurant

Evidence of the following is essential

ability to use appropriate courtesy expressions key words phrases short expressions and numbers in a language other than English in order to fulfil common customer needs

ability to gesture in a socially and culturally appropriate manner

Context of and specific resources for assessment

Assessment must ensure

operational conditions of a tourism or hospitality customer service environment

that the person being assessed is undertaking typical tourism or hospitality workplace activities such as serving food greeting guests assisting guests with baggage completing registration details checking in while using the language being assessed

provision of services to customers within typical workplace time constraints

use of relevant and current tourism and hospitality materials and equipment such as timetables brochures menus tour desks checkin desks porter desks and restaurant equipment

use of basic resources commonly used to assist workplace communication including

phrase books

dictionaries

language mats

pamphlets written in the specific language

menus written in the specific language

signs written in the specific language

international signage such as No Smoking signs

Methods of assessment

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

oral testing of conversational language use note this should not be the sole method of assessment

direct observation of the candidate communicating in a language other than English in a customer service environment while undertaking typical workplace activities

review of visual aids prepared by the candidate to assist verbal communication

written and oral questioning or interview to test knowledge of the culture social and cultural conventions and crosscultural communication requirements associated with the language

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

SITHACSB Provide accommodation reception services

SITHACS001B Provide accommodation reception services

SITHFABC Operate a bar

SITHFAB002C Operate a bar

SITHFABA Provide food and beverage service

SITHFAB004A Provide food and beverage service

SITXCCSB Provide visitor information

SITXCCS001B Provide visitor information.

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

Commonly-used courtesy expressions (formulaic language) may include:

Appropriate resources may include:

Communication must include:

Visual techniques may include: