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

SIFXMPR003 Mapping and Delivery Guide
Prepare and conduct tours

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency SIFXMPR003 - Prepare and conduct tours
Description
Employability Skills
Learning Outcomes and Application This unit describes the performance outcomes, skills and knowledge required to prepare, conduct and evaluate funeral home, cemetery or crematorium tours. It applies to funeral home and cemetery and crematorium staff employed in the marketing and promotion of funeral products and services. The work is performed according to work health and safety, relevant legislation and workplace policies and procedures.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

Skills must be demonstrated in the workplace or in a simulated environment that is as industry realistic as possible. In a simulated environment, it is essential that assessment is conducted:

using suitable facilities, equipment and resources, including:

a funeral home, cemetery or crematorium facility where tours are conducted

tour and presentation equipment

equipment to meet specialised requirements, including wheelchairs or use of interpreters where required

information materials, such as brochure, pamphlets and business cards

under industry conditions where there is:

integration of tasks with possible interruptions to work typical of the job role

speed and timing requirements that reflect commercial operating conditions

interaction with tour groups

Assessors must satisfy the NVR/AQTF mandatory competency requirements for assessors.
Prerequisites/co-requisites
Competency Field Marketing and Public Relations
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 tour information.
  • Access and review information from publications and experts to inform tour knowledge.
  • Evaluate information sources for reliability and currency.
  • Develop and maintain general knowledge of local region and Australian funeral, burial and cremation practices.
  • Develop and maintain knowledge of history and operations of the funeral home, cemetery or crematorium.
       
Element: Plan tours.
  • Determine purpose, size, composition and specialised requirements for each tour group.
  • Identify and select tour routes according to purpose, size, composition, and specialised requirements.
  • Identify and prepare information materials for clients.
  • Determine and arrange equipment for presentation requirements.
  • Prepare tour commentary according to special requirements and timing and route of tour.
       
Element: Conduct pre-tour briefings.
  • Greet clients and provide summary of tour program and location of facilities.
  • Inform clients of health and safety requirements and any specific restrictions including unsafe areas and funerals in progress.
  • Provide opportunity for client clarification of information and instructions.
       
Element: Conduct tours.
  • Direct physical movement of tour groups according to tour program.
  • Present tour commentary using presentation aided equipment as required.
  • Encourage client participation and address client questions through direct response or later follow-up as required.
  • Identify and address conflicts or difficulties promptly.
       
Element: Evaluate tours.
  • Request and review client feedback and review.
  • Reflect on own performance and note areas for improvement and develop appropriate strategies for addressing these.
  • Record and report evaluation outcomes.
       
Element: Research tour information.
  • Access and review information from publications and experts to inform tour knowledge.
  • Evaluate information sources for reliability and currency.
  • Develop and maintain general knowledge of local region and Australian funeral, burial and cremation practices.
  • Develop and maintain knowledge of history and operations of the funeral home, cemetery or crematorium.
       
Element: Plan tours.
  • Determine purpose, size, composition and specialised requirements for each tour group.
  • Identify and select tour routes according to purpose, size, composition, and specialised requirements.
  • Identify and prepare information materials for clients.
  • Determine and arrange equipment for presentation requirements.
  • Prepare tour commentary according to special requirements and timing and route of tour.
       
Element: Conduct pre-tour briefings.
  • Greet clients and provide summary of tour program and location of facilities.
  • Inform clients of health and safety requirements and any specific restrictions including unsafe areas and funerals in progress.
  • Provide opportunity for client clarification of information and instructions.
       
Element: Conduct tours.
  • Direct physical movement of tour groups according to tour program.
  • Present tour commentary using presentation aided equipment as required.
  • Encourage client participation and address client questions through direct response or later follow-up as required.
  • Identify and address conflicts or difficulties promptly.
       
Element: Evaluate tours.
  • Request and review client feedback and review.
  • Reflect on own performance and note areas for improvement and develop appropriate strategies for addressing these.
  • Record and report evaluation outcomes.
       


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.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Research tour information.

1.1 Access and review information from publications and experts to inform tour knowledge.

1.2 Evaluate information sources for reliability and currency.

1.3 Develop and maintain general knowledge of local region and Australian funeral, burial and cremation practices.

1.4 Develop and maintain knowledge of history and operations of the funeral home, cemetery or crematorium.

2. Plan tours.

2.1 Determine purpose, size, composition and specialised requirements for each tour group.

2.2 Identify and select tour routes according to purpose, size, composition, and specialised requirements.

2.3 Identify and prepare information materials for clients.

2.4 Determine and arrange equipment for presentation requirements.

2.5 Prepare tour commentary according to special requirements and timing and route of tour.

3. Conduct pre-tour briefings.

3.1 Greet clients and provide summary of tour program and location of facilities.

3.2 Inform clients of health and safety requirements and any specific restrictions including unsafe areas and funerals in progress.

3.3 Provide opportunity for client clarification of information and instructions.

4. Conduct tours.

4.1 Direct physical movement of tour groups according to tour program.

4.2 Present tour commentary using presentation aided equipment as required.

4.3 Encourage client participation and address client questions through direct response or later follow-up as required.

4.4 Identify and address conflicts or difficulties promptly.

5. Evaluate tours.

5.1 Request and review client feedback and review.

5.2 Reflect on own performance and note areas for improvement and develop appropriate strategies for addressing these.

5.3 Record and report evaluation outcomes.

Evidence of the ability to:

Conduct, research and prepare information for delivery to tour participants

conduct tours safely according to planned timing and client needs

deliver tour commentaries at a pace and level suited to identified needs and characteristics of tour group

identify and resolve conflict and difficulties.

Evidence of performance of conducting tours to two or more different groups is required to demonstrate consistency of performance and ability to respond to different situations.

Demonstrated knowledge of:

sources used to develop funeral industry knowledge, including but not restricted to:

books, magazines, newspapers and other references

statistical information

internet

relevant industry associations

past and present staff members

local experts

descendants of deceased persons, especially historic figures

own knowledge, memory and experiences

videos and television

historical operations of funeral homes, cemeteries and crematorium

local and Australian funeral, burial and cremation practices, including:

layout and features of funeral home, cemetery or crematorium

impact of social, religious and cultural differences and traditions

conflict resolution principles for dealing with:

personal conflict between clients

dominant or disruptive clients

negative clients

subgroups or cliques within group

perception of favouritism by guide

dissatisfaction with tour

ill or distressed clients

basic principles and practices for conducting tours

public liability issues and responsibilities, including:

location of open gravesites

cemetery or crematorium equipment movement

emergency evacuation procedures

procedures in case of separation from main group

industry parameters in dealing with the bereaved

operating features and procedures for relevant presentation equipment

workplace policies and procedures in relation to conducting tours

legislation that impacts on tour operations.

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.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Research tour information.

1.1 Access and review information from publications and experts to inform tour knowledge.

1.2 Evaluate information sources for reliability and currency.

1.3 Develop and maintain general knowledge of local region and Australian funeral, burial and cremation practices.

1.4 Develop and maintain knowledge of history and operations of the funeral home, cemetery or crematorium.

2. Plan tours.

2.1 Determine purpose, size, composition and specialised requirements for each tour group.

2.2 Identify and select tour routes according to purpose, size, composition, and specialised requirements.

2.3 Identify and prepare information materials for clients.

2.4 Determine and arrange equipment for presentation requirements.

2.5 Prepare tour commentary according to special requirements and timing and route of tour.

3. Conduct pre-tour briefings.

3.1 Greet clients and provide summary of tour program and location of facilities.

3.2 Inform clients of health and safety requirements and any specific restrictions including unsafe areas and funerals in progress.

3.3 Provide opportunity for client clarification of information and instructions.

4. Conduct tours.

4.1 Direct physical movement of tour groups according to tour program.

4.2 Present tour commentary using presentation aided equipment as required.

4.3 Encourage client participation and address client questions through direct response or later follow-up as required.

4.4 Identify and address conflicts or difficulties promptly.

5. Evaluate tours.

5.1 Request and review client feedback and review.

5.2 Reflect on own performance and note areas for improvement and develop appropriate strategies for addressing these.

5.3 Record and report evaluation outcomes.

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
Access and review information from publications and experts to inform tour knowledge. 
Evaluate information sources for reliability and currency. 
Develop and maintain general knowledge of local region and Australian funeral, burial and cremation practices. 
Develop and maintain knowledge of history and operations of the funeral home, cemetery or crematorium. 
Determine purpose, size, composition and specialised requirements for each tour group. 
Identify and select tour routes according to purpose, size, composition, and specialised requirements. 
Identify and prepare information materials for clients. 
Determine and arrange equipment for presentation requirements. 
Prepare tour commentary according to special requirements and timing and route of tour. 
Greet clients and provide summary of tour program and location of facilities. 
Inform clients of health and safety requirements and any specific restrictions including unsafe areas and funerals in progress. 
Provide opportunity for client clarification of information and instructions. 
Direct physical movement of tour groups according to tour program. 
Present tour commentary using presentation aided equipment as required. 
Encourage client participation and address client questions through direct response or later follow-up as required. 
Identify and address conflicts or difficulties promptly. 
Request and review client feedback and review. 
Reflect on own performance and note areas for improvement and develop appropriate strategies for addressing these. 
Record and report evaluation outcomes. 
Access and review information from publications and experts to inform tour knowledge. 
Evaluate information sources for reliability and currency. 
Develop and maintain general knowledge of local region and Australian funeral, burial and cremation practices. 
Develop and maintain knowledge of history and operations of the funeral home, cemetery or crematorium. 
Determine purpose, size, composition and specialised requirements for each tour group. 
Identify and select tour routes according to purpose, size, composition, and specialised requirements. 
Identify and prepare information materials for clients. 
Determine and arrange equipment for presentation requirements. 
Prepare tour commentary according to special requirements and timing and route of tour. 
Greet clients and provide summary of tour program and location of facilities. 
Inform clients of health and safety requirements and any specific restrictions including unsafe areas and funerals in progress. 
Provide opportunity for client clarification of information and instructions. 
Direct physical movement of tour groups according to tour program. 
Present tour commentary using presentation aided equipment as required. 
Encourage client participation and address client questions through direct response or later follow-up as required. 
Identify and address conflicts or difficulties promptly. 
Request and review client feedback and review. 
Reflect on own performance and note areas for improvement and develop appropriate strategies for addressing these. 
Record and report evaluation outcomes. 

Forms

Assessment Cover Sheet

SIFXMPR003 - Prepare and conduct tours
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

SIFXMPR003 - Prepare and conduct tours

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: