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Elements and Performance Criteria

  1. Conduct routine transactions in a language other than English.
  2. Give simple directions and instructions.

Required Skills

Required skills

communication skills to

interact in a positive and courteous way

participate in routine communications and provide simple directions and instructions in a language other than English including

use and understanding of key words phrases sentences and vocabulary specific to communicating about number time place distance quantity and currency

Required knowledge

cultural values and social norms relevant to the language being assessed

body language

forms of address

taboo topics

crosscultural communication issues in routine communication sufficient to conduct routine workplace transactions

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 routine workplace communication in a language other than English

understand requests and comments

clarify information by asking simple factual questions

respond to requests for factual information and simple advice

provide routine information and maintain communication in relation to routine transactions

provide directions and instructions

follow social and cultural conventions for the language being used

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

signs and maps

language mats

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.

Routine communications may include:

answering 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 product and service transactions:

accepting a simple booking

dealing with others on the telephone

processing payment for a tourism service

processing payment and purchases:

restaurant bill

souvenir products

responding to basic requests for such things as toiletries, towels, razor, hairdryer, blanket, pillow, laundry list, ‘Do Not Disturb’ sign and breakfast menu

taking a message

taking an order

providing factual information:

availability and cost of products and services

check-out times

menu or wine list explanations

location of facilities

opening and closing hours

procedures and rules.

Courtesy expressions may include:

Did you have a good trip?

Do you need another towel?

Good Morning


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

Would you like a newspaper?

Topical and familiar matters may include:


deaths or marriages



public holidays and festivals

sporting or cultural events

strikes or accidents

weather conditions.

Workplace materials and visual information may include:

hotel information signs and tags printed in the target language to assist where necessary

international signage, such as ‘No Smoking’ signs

menus written in the specific language

pamphlets written in the specific language

pamphlets, timetables, charts, price tags and menus

signs written in the specific language

signs, maps, diagrams, forms, labels and tickets.

Simple directions and instructions may relate to:

advising check-in and check-out procedures

how facilities and services work:

room equipment

how to get to restrooms, car park, restaurant, bistro, bar, pool or gym

how to get to tour pick-up point

how to use telephone

where facilities are located, such as attractions and rides at a theme park, and general transport

where to go to catch a tour bus or taxi

where to go to purchase everyday goods, such as medication and sunscreen

where to go to purchase everyday services, such as post office and tour services.