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Elements and Performance Criteria

  1. Converse with others.
  2. Provide detailed information and advice.
  3. Respond to unpredictable situations and problems.
  4. Conduct negotiations at a functional level.

Required Skills

Required skills

communication skills in a Language other than English to

interact positively and courteously in nonroutine and varied interactive workplace communications

establish rapport

provide detailed information and advice

solve problems and conflicts

conduct negotiations at a functional level

Required knowledge

social and cultural conventions relevant to the language being assessed including

knowledge and some consistent use of forms of address

recognition and consideration of customs protocols and taboos

crosscultural communication challenges that may occur when negotiating and solving problems and how these may be addressed

aspects of verbal and nonverbal communication that support effective negotiation and interaction in the language being assessed

aspects of verbal and nonverbal communication that support effective negotiation and interaction in the language being assessed.

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 workplace oral communication in a language other than English

use narrative and descriptive statements

use repetition clarification and paraphrasing techniques to clarify requirements answer questions about products and services solve problems and conflict and reassure others

provide detailed information and specialised assistance in area of work activity

conduct product and service transactions

use a range of effective nonverbal communication skills

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

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 workplace documents prepared by the individual to assist verbal communication

written or oral questioning to assess knowledge of language requirements cultural conventions 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

SITHFAB Provide advice on food

SITTTSL Sell tourism products and services

SITTTSL Process reservations

SITXCOM Manage conflict

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.

Techniques may include:

initiating conversations about topical matters

making offers of additional assistance

questioning about needs and preferences.

Detailed information and advice may relate to:

external products and services

internal products and services

medical and emergency information.

Workplace documents, materials and other references may include:

general information

product-specific information:

booking conditions



price lists


Unpredictable situations and problems may relate to:


emergency situations

cross-cultural misunderstandings

operational details:


equipment malfunction

lost luggage and stolen property

lost people


safety issues.

Negotiations at a functional level may relate to arrangements for:


conferences and functions