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Elements and Performance Criteria

  1. Conduct negotiations.
  2. Deliver presentations.
  3. Participate in social and cultural activities.
  4. Provide summaries of oral communication.

Required Skills

Required skills

communication skills in a language other than English to

establish and maintain rapport

conduct negotiations

provide oral summaries that support immediate communication

make presentations and use public speaking techniques

participate effectively in social cultural and workplace activities

Required knowledge

social cultural and business conventions relevant to the language being assessed including

colloquialisms

customs

dialect

forms of address

idiom

language conventions

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 fluent and unhindered communication in the language being assessed

aspects of verbal and nonverbal communication that support fluent and unhindered communication in the language being assessed

technical vocabulary required to support specific 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 complex workplace oral communications in a language other than English rare linguistic errors may occur

establish and maintain rapport during extended interactions including social activities

make presentations to groups of people

conduct business negotiations

use narrative and descriptive statements

use repetition clarification and paraphrasing techniques to clarify requirements solve problems and conflict and reassure others

provide detailed information and advice in area of work activity

use extended nonverbal communication skills effectively

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

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

use of role play activities that simulate simultaneous language use and customer service activity

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

BSBCMMA Make a presentation

BSBCMM401A Make a presentation

SITTGDE Lead tour groups

SITTGDE Prepare and present tour commentaries or activities

SITXMGT Establish and conduct business relationships


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.

Presentations may include:

guiding or interpretive activities

instructing and training

presentations at conferences

promotional activities

providing complex information on products and services

sales presentations.

Public speaking techniques may include:

audience participation

demonstrations and visual aids

humour

nonverbal communication.

Social and cultural activities may include:

accompanying people to dinner

conference activities

meetings

professional development activities

tours

trade fairs.