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

oral skills using language functionssuch as presenting questioning and negotiating and a sufficiently comprehensive vocabulary to conduct a range of workplace activities in a specific language in a particular workplace

skills to provide oral translations and summaries that support immediate and unhindered communication

appropriate oral expression and vocabulary to conduct negotiations make presentations and participate in varied social and cultural activities

problem solving and conflict resolution techniques

crosscultural communication skills in relation to the language being assessed and the associated culture in order to undertake the full range of social and workplace activities

The following knowledge must be assessed as part of this unit

comprehensive technical vocabulary required to support specific workplace activities

knowledge and use of standard procedures specific to the particular workplace

key information and information sources in relation to operations and functions in a particular tourism or hospitality workplace

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

comprehensive knowledge and application of social business and cultural conventions specific to the language being assessed including

sound knowledge and some consistent use of forms of address

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 interact establish and maintain rapport with customers in a language other than English

use of a range of language functions appropriate to negotiating in the workplace conducting presentations and participating in social and cultural activities according to the needs of a particular workplace rare linguistic errors may occur

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

Context of and specific resources for assessment

Assessment must ensure

operational conditions of a tourism or hospitality business environment

that the person being assessed is undertaking typical tourism or hospitality workplace activities such as making presentations presenting tour commentary selling tourism products and services or dealing with complex issues while using the language being assessed

use of relevant and current tourism and hospitality materials and equipment such as brochures menus presentation equipment and microphones for commentary delivery

use of resources commonly used to assist workplace communication including

maps

pamphlets

tour brochures

cost sheets

rate information

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

review of roleplay activities that simulate simultaneous language use and customer service activity

written and oral questioning or interview to test knowledge of the functions of the language culture 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

SITTGDEA Lead tour groups

SITTGDE004A Lead tour groups

SITTGDEA Prepare and present tour commentaries or activities

SITTGDE006A Prepare and present tour commentaries or activities

SITXCOMA Make presentations

SITXCOM005A Make presentations

SITXMGTA Establish and conduct business relationships

SITXMGT006A Establish and conduct business relationships.

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

Negotiations may be conducted in relation to:

Presentations may include:

Public speaking techniques may include:

Social and cultural activities may include:

Oral translations and summaries may include providing translations of: