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Elements and Performance Criteria

  1. Initiate communication.
  2. Communicate in a language other than English to support routine workplace activities.

Evidence Required

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

conduct basic workplace communication in a language other than English

listen to requests and comments

provide general assistance

provide very simple directions

gesture in a socially and culturally appropriate manner

Context of and specific resources for assessment

Assessment must ensure use of

a real or simulated workplace activity for which communication in languages other than English is required

other people with whom the individual can interact in the relevant language

resources that support communication in languages other than English

dictionaries and phrase books

language mats

signs

industry materials such as menus timetables and brochures written in languages other than English

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

oral assessment of conversational language use

direct observation of the individual communicating in a language other than English while undertaking typical workplace activities

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

written or oral questioning to assess cultural knowledge and crosscultural communication considerations

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

SITHACS Provide accommodation reception services

SITHFAB Operate a bar

SITHFAB Provide table service of food and beverage

SITXCCS Provide visitor information


Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Basic communication may include:

answering very simple queries about products and services:

inhouse facilities

local attractions and places of interest

pick-up and drop-off point for tours

shopping centres

tour desk

transport terminals, and taxi and other transport services

conducting simple product and service transactions, such as:

advising check-in and check-out procedures and times

advising opening and closing times

payment for a tourism service, e.g. day tour, accommodation and ticket

payment of a restaurant bill

purchase of souvenir products

references to timetable, signage and basic rules

selection of food and beverages from a menu

listening to requests and comments

providing factual information, such as:

currency

location of specific facilities

opening hours

prices

procedures, e.g. checkin and tour pickup

room and floor numbers

safety rules

providing general assistance within the scope of responsibility

providing very simple directions.

Courtesy expressions (formulaic language) may include:

Did you have a good trip?

Do you need another towel?

Good morning

Goodbye

Have you had lunch?

How are you?

May I clean your room now?

May I help you?

Sorry, I don’t understand. Do you speak English?

This way please.

Resources may include:

dictionaries

international signage, such as ‘No Smoking’ signs

language mats

menus written in the specific language

pamphlets written in the specific language

phrase books

signs written in the specific language

websites with translating facilities.

Visual techniques may include:

drawing attention to pamphlets and timetables

locating specific costs and items on menus

marking of a map

signs, gesturing and appropriate body language.