SIFMPR002A
Prepare and conduct tours

This unit describes the performance outcomes, skills and knowledge required to research information on funeral home, cemetery or crematorium tours and to conduct and evaluate tours.

Application

This unit applies to funeral home and cemetery and crematorium staff working autonomously or under supervision. It requires the application of communication, planning, research and problem-solving skills to plan, conduct and evaluate tours of cemeteries, crematoria or funeral homes.


Prerequisites

Nil


Elements and Performance Criteria

ELEMENT

PERFORMANCE CRITERIA

1

Research tour information.

1.1

Identify, access and review formal and informal sources of information.

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 size, composition and specialised requirements for each tour group.

2.2

Identify and select tour routes according to size, composition, specialised requirements and workplace policies and procedures.

2.3

Identify and prepare information materials for clients according to workplace policies and procedures, and relevant legislation.

2.4

Determine and arrange tour equipment 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 according to workplace policies and procedures.

3.2

Inform clients of health and safety requirements and any specific restrictions according to workplace policies and procedures, and relevant legislation.

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, workplace policies and procedures, and relevant legislation.

4.2

Present tour commentary using 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 according to workplace policies and procedures.

5

Evaluate tours.

5.1

Request client feedback and review according to workplace policies and procedures.

5.2

Reflect on own performance and note areas for improvement and appropriate strategies.

5.3

Record and report evaluation according to workplace policies and procedures.

Required Skills

Required skills

communication skills to respond to questions and provide clear information at a pace and language level appropriate to client needs

literacy and numeracy skills to prepare tour commentaries and materials and manage tour timing

technology skills to identify and use appropriate equipment and access information

planning and organisational skills to research information, and plan and conduct tours

self-management skills to evaluate own performance and take corrective action where required

problem-solving skills to identify and manage conflict and difficulties during tours

interpersonal skills to relate to people from a range of social, cultural, religious and ethnic backgrounds and with a range of physical and mental abilities.

Required knowledge

layout and features of funeral home, cemetery or crematorium

social, religious and cultural differences and traditions

alternative formats for production of information materials, such as large print or other languages

guidelines for maximising accessibility of print-based materials

professional funeral services industry parameters in dealing with the bereaved

operating features and procedures for relevant equipment

workplace policies and procedures relevant to accessing and preparing tour information and conducting and evaluating tours

understanding of public liability issues and responsibilities.

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

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

Evidence of the following is essential:

ability to research and prepare information for delivery to tour participants

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

preparing and conducting tours on multiple occasions to ensure consistency of performance and ability to respond to different situations and customer needs.

Context of and specific resources for assessment

Assessment must ensure:

demonstration of skills in a funeral home, cemetery or crematorium facility where tours are conducted

interaction with a tour group

access to relevant documentation, such as information materials

access to tour equipment.

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:

observation of candidate conducting tours safely according to planned timing and client needs

review of research materials and self-evaluation reports

participation in role plays to identify and resolve conflict and difficulties

written or verbal questioning to assess knowledge and understanding of relevant workplace procedures and policies and legislation

review of workplace documents completed by candidate

review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

SIFMPR004A Develop marketing strategies and activities.

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.


Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Sources of information may include:

books, magazines, newspapers and other references

statistical information

internet

relevant industry associations

past and present staff members

local experts

descendents of deceased persons, especially historic figures

own knowledge, memory and experiences

videos and television.

Knowledge may include:

historical figures buried at the cemetery or crematorium

history of the cemetery or crematorium.

Specialised requirements may include:

tour purpose

theme

access needs

areas of special interest

social, cultural and religious

language.

Workplace policies and procedures may include:

allowable tour areas

OHS

dress and presentation standards

staff code of conduct

use, care and maintenance of equipment

internet use

dealing with inappropriate client behaviour

client and staff feedback and review

professional development policy.

Information materials may include:

brochures

pamphlets

business cards.

Relevant legislation, regulations and codes of practice may include:

Privacy Acts

copyright

OHS

Public Health Act

Environment Protection Act

local government regulations

funeral services industry code of practice

cemetery Acts and by-laws

Crematorium Acts.

Tour equipment may include:

microphone

audiovisual equipment

videos

props

equipment to meet specialised requirements, such as wheelchairs or use of interpreters.

Tour program may include:

purpose

route

timing.

Facilities may include:

toilets

access ramps

seats.

Health and safety requirements may include:

location of open gravesites

cemetery or crematorium equipment movement

emergency evacuation procedures

procedures in case of separation from main group.

Specific restrictions may include:

unsafe areas

funerals in progress.

Conflicts or difficulties may include:

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.

Client feedback and review may include:

written evaluation sheet

verbal.

Areas for improvement may include:

time management

voice projection

tour commentary

verbal communication.

Appropriate strategies may include:

workplace mentoring

specific courses.


Sectors

Sector

Funeral Services


Competency Field

Marketing and Public Relations


Employability Skills

This unit contains employability skills.


Licensing Information

Not applicable.