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

reading comprehension skills to identify the document purpose main idea key issues and facts writer attitude and mood type of response and action and to recognise when further assistance in translating may be required

crosscultural communication skills to avoid writing workplace information that may cause offence

The following knowledge must be assessed as part of this unit

linguistic knowledge required to write workplace documents in a language other than English including structure and other specific language features such as vocabulary sentence structure grammar spelling and punctuation conventions

awareness and limited application of social workplace and cultural conventions and protocols in relation to the culture and language being assessed

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

reading comprehension skills to understand and identify the document purpose main ideas key issues facts attitude and mood in written texts in the specific language some use of a dictionary may be made but infrequently

appropriate linguistic knowledge and skills to communicate meaning effectively when writing documents relevant to the specific language in a particular workplace some errors may occur in writing provided facts are not distorted and meaning is clear

ability to understand meaning with reasonable accuracy when reading texts related to straightforward everyday situations in order to respond or take action according to the business of a particular workplace

ability to read and write the script relating to routine workplace information needs in a particular language including alphabet syllable and characterbased languages specific to the business requirements of 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 quotations issuing itineraries and vouchers issuing letters processing reservations while reading and writing in 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 rate schedules and menus

use of relevant and current office equipment such as computers faxes and email facilities

use of resources which would be commonly used to assist workplace written 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

written testing of written language use note this should not be the sole method of assessment

written and oral questioning or interview to test the candidates ability to read and interpret workplace documents written in a language other than English in a customer service environment

review of samples of written communications translated by the candidate

review of samples of workplace written communications prepared by the candidate

review of project activities that simulate the application of reading and writing in a customer service activity

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

written and oral questioning or interview to test linguistic knowledge generic structure and other specific language features such as vocabulary and sentence structure

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

SITTTSLB Prepare quotations

SITTTSL006B Prepare quotations

SITTTSLB Process travelrelated documentation

SITTTSL009B Process travel-related documentation.

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

Routine and non-routine workplace documents required to be read and understood include:

Visual information may include:

Simple workplace documents may include:

Routine tasks must relate to:

Written directions and instructions may include: