Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

AVIH3002B Mapping and Delivery Guide
Advise on major services and attractions at aviation destinations

Version 1.0
Issue Date: November 2018


Qualification -
Unit of Competency AVIH3002B - Advise on major services and attractions at aviation destinations
Description This unit involves the skills and knowledge required to advise on major services and attractions at aviation destinations, including researching information about airline destinations and responding appropriately to passenger requests for information on relevant aspects of airline flight destinations, including referring the passenger to appropriate sources of information. Licensing, legislative, regulatory or certification requirements are applicable to this unit.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application Work must be carried out in accordance with relevant workplace procedures and policies.Use for ADF Aviation is to be in accordance with relevant Defence Orders and Instructions and applicable CASA compliance.Work is performed under some supervision usually within a team environment.Work involves the application of customer service principles and procedures and appropriate research methods when responding to requests from passengers for information on aspects of major services, culture and attractions at aviation destinations across a variety of operational contexts within the Australian aviation industry.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not applicable.
Competency Field H - Route Planning and Navigation
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities
Slides
PPT
Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Research information about airline destinations
  • Appropriate sources of information about airline destinations for relevant routes are identified in accordance with workplace procedures
  • Appropriate reference material is accessed from identified sources and organised in a form suitable for use when responding to passenger requests on aspects of airline destinations in accordance with workplace procedures and expectations
  • Appropriate persons are consulted for advice and assistance in researching information about airline destinations
       
Element: Respond to requests for information on airline destinations
  • Requests for information about airline destinations are courteously received and interpreted in accordance with workplace procedures
  • Where appropriate, accurate, current and relevant information about airline destinations is provided at a level/depth appropriate to the passenger's needs
  • Where a response cannot be immediately provided to a passenger's request, either assistance and advice is sought from other appropriate airline personnel or the passenger is courteously referred to appropriate sources where they may be able to obtain the required information
  • Information is presented in a manner which shows sensitivity to both host and visiting cultures
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:

the underpinning knowledge and skills

relevant legislation and workplace procedures

other relevant aspects of the range statement

Context of and specific resources for assessment

Performance is demonstrated consistently over a period of time and in a suitable range of contexts

Resources for assessment include:

a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or

access to an appropriate range of relevant operational situations in the workplace

In both real and simulated environments, access is required to:

relevant and appropriate materials and equipment, and

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals

Method of assessment

Assessment of this unit must be undertaken by a registered training organisation

As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests

Practical assessment must occur:

through activities in an appropriately simulated environment at the registered training organisation, and/or

in an appropriate range of situations in the workplace


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

REQUIRED KNOWLEDGE AND SKILLS

This describes the essential knowledge and skills and their level required for this unit.

Required knowledge:

Relevant sections of Civil Aviation Safety Regulations and Civil Aviation Orders

Relevant OH&S, hygiene and environmental procedures and regulations

Principles of customer service

Airline procedures and standards for responding to requests from passengers for information on aspects of airline destinations

Relevant information on pertinent aspects of airline destinations on specific routes

Sources of information on pertinent aspects of airline destinations on specific routes and ways and means of accessing information from those sources

Problems that may occur when responding to passengers' requests for information on aspects of airline destinations and appropriate action that should be taken in each case

Required skills:

Communicate effectively with others when advising on major services and attractions at aviation destinations

Read and interpret instructions, regulations, procedures and other information relevant to major services and attractions at aviation destinations

Interpret and follow operational instructions and prioritise work

Complete documentation related to major services and attractions at aviation destinations

Operate electronic communication equipment to required protocol

Work collaboratively with others when advising on major services and attractions at aviation destinations

Adapt appropriately to cultural differences in the workplace, including modes of behaviour and interactions with others

Promptly report and/or rectify any identified problems that may occur when advising on major services and attractions at aviation destinations in accordance with regulatory requirements and workplace procedures

Implement contingency plans for unexpected events that may arise when advising on major services and attractions at aviation destinations

Apply precautions and required action to minimise, control or eliminate hazards that may exist when advising on major services and attractions at aviation destinations

Monitor and anticipate operational problems and hazards and take appropriate action

Monitor work activities in terms of planned schedule

Modify activities dependent on differing workplace contingencies, situations and environments

Work systematically with required attention to detail without injury to self or others, or damage to goods or equipment

Adapt to differences in equipment and operating environment in accordance with standard operating procedures

Select and use required personal protective equipment conforming to industry and OH&S standards

Implement OH&S procedures and relevant regulations

Identify and correctly use equipment required to advise on major services and attractions at aviation destinations

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.

Responses to requests for information on aspects of destinations may be provided:

on any aircraft type in commercial service

during short and/or long haul services

in any category of service, including economy, business and first class

in any allowable operating and weather conditions

in accordance with regulatory, enterprise and operational requirements, including OH&S regulations

Performance may be demonstrated:

in an approved cabin service simulator

in a suitably simulated work environment

on a passenger-carrying aircraft

Sources of information on aspects of airline destinations may include:

airline product information

tourism brochures

information provided by diplomatic embassies and consulates

authoritative travel books and journals dealing with specific countries and locations

travel agents

tourist information bureaus and agents at destination points

government tourism offices at destination points

authoritative encyclopedias and other relevant reference books

appropriate websites on the internet

Information that may be requested by passengers about airline destinations may include:

transport

public holidays

currency and exchange rates

accommodation options

customs and immigration requirements

education

major tourist areas

sports

food

general lifestyle and customs

shopping

tipping

geographic features

history

Australian aboriginal culture

government and politics

economy

natural history

culture

Persons consulted to enable appropriate responses to requests from passengers for information on major services and attractions at aviation destinations may include:

passengers

other cabin crew and flight crew members

tourism and travel agencies

ground staff

relevant government agencies and diplomatic embassies/consulates

librarians

Dependent on the type of organisation concerned and the local terminology used, workplace procedures may be referred to as:

company procedures

enterprise procedures

organisational procedures

established procedures

standard operating procedures

Information/documents may include:

relevant regulatory requirements

airline procedures and instructions and job specification

airline customer service procedures

airline product information

tourism brochures

airline and tourism videos and audio-visual information resources

information provided by diplomatic embassies and consulates

authoritative travel books and journals dealing with specific countries and locations

authoritative encyclopedias and other relevant reference books

induction and training materials

conditions of service, legislation and industrial agreements including workplace agreements and awards

Applicable regulations and legislation may include:

relevant regulatory requirements pertaining to the provision of customer service on aircraft

equal opportunity and anti-discrimination legislation

relevant OH&S regulations

industrial relations and workplace compensation legislation

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Appropriate sources of information about airline destinations for relevant routes are identified in accordance with workplace procedures 
Appropriate reference material is accessed from identified sources and organised in a form suitable for use when responding to passenger requests on aspects of airline destinations in accordance with workplace procedures and expectations 
Appropriate persons are consulted for advice and assistance in researching information about airline destinations 
Requests for information about airline destinations are courteously received and interpreted in accordance with workplace procedures 
Where appropriate, accurate, current and relevant information about airline destinations is provided at a level/depth appropriate to the passenger's needs 
Where a response cannot be immediately provided to a passenger's request, either assistance and advice is sought from other appropriate airline personnel or the passenger is courteously referred to appropriate sources where they may be able to obtain the required information 
Information is presented in a manner which shows sensitivity to both host and visiting cultures 

Forms

Assessment Cover Sheet

AVIH3002B - Advise on major services and attractions at aviation destinations
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:


Assessment Record Sheet

AVIH3002B - Advise on major services and attractions at aviation destinations

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: