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 skills to allow understanding and accurate interpretation of information which may include some complex ideas and concepts

language skills to allow writing of documents that require clear and fluent expression of information and ideas with appropriate structuring of texts and language tailored to requirements of a range of workplace situations

crosscultural communication skills related to written documents

The following knowledge must be assessed as part of this unit

standard formats and protocols for a range of typical workplace documents appropriate to the industry sector and particular language

sound knowledge of social workplace and cultural conventions in a range of written documents specific to the 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 and writing a typical range of workplace documents required to fulfil a given job role in the relevant industry sector

accurate strategic interpretations and translations of documents

language skills to write documents with clear and fluent expression of information and ideas correct structure and appropriate style and tone for the audience and workplace situation rare linguistic errors may occur

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 providing quotations issuing itineraries and vouchers issuing letters and preparing business documents 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 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 tourism or hospitality environment

review of samples of written communications translated by the candidate

review of samples of workplace written communications prepared by the candidate

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

SITXADMA Write business documents

SITXADM003A Write business documents.

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

Workplace documents to be read and informally interpreted may include:

Written translations and summaries may relate to:

Documents requiring professional translation may include:

Written workplace documents may include: