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

crosscultural communication skills to participate in nonroutine and varied communication situations

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

positive and effective verbal and nonverbal communicative and interactive techniques to establish rapport provide detailed information and advice be responsive to customers and deal with the needs of a particular workplace relevant to the language being assessed

problem solving and conflict resolution techniques

The following knowledge must be assessed as part of this unit

key information and information sources relating to the particular tourism or hospitality circumstance

key information and standard procedures specific to negotiating in relation to operations and functions in a particular workplace

social and cultural conventions specific to the language being assessed including knowledge and some consistent use of forms of address and appropriate recognition and consideration of customs protocols and taboos

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 any language 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 a range of extended nonverbal communication skills effectively as well as verbal skills such as narrative and descriptive statements

ability to use repetition clarification and paraphrasing techniques to clarify requirements solve problems and conflict and reassure customers and colleagues

ability to communicate constructively and sensitively in a language other than English to solve problems and conflict and reassure customers and colleagues in a particular workplace

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 providing first aid selling tourism products and services organising functions providing site information and assistance and processing reservations 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 reservations and restaurant equipment

use of resources commonly used to assist workplace communication including

dictionaries

maps

pamphlets

menus

tour brochures

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 workplace documents prepared by the candidate to assist verbal communication

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

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

SITHFABA Provide specialist advice on food

SITHFAB013A Provide specialist advice on food

SITTTSLA Sell tourism products and services

SITTTSL005A Sell tourism products and services

SITTTSLB Receive and process reservations

SITTTSL007B Receive and process reservations

SITXCOMA Deal with conflict situations

SITXCOM003A Deal with conflict situations.

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

Courtesy expressionsto extend interactions may relate to:

Detailed information and advice may relate to:

Communicate must include:

Workplace documents, materials and other references may include:

Unpredictable situations and problems may include:

Negotiations at a functional level may relate to arrangements for: