Application
This unit describes the performance outcomes, skills and knowledge required to source and access information on protocol requirements to fulfil any sales or operational need. It requires the ability to identify appropriate information sources, access and interpret specific details of protocol requirements, and coordinate the use of protocol.
The unit applies to many tourism, travel, hospitality and event sectors and is particularly relevant to events, function coordination, tour operations and tour guiding.
Protocol affects a broad range of business and government activity and the breadth and depth of protocol knowledge required will vary. This unit does not require in-depth knowledge of protocol requirements, but rather focuses on the ability to collect and interpret protocol information.
This unit applies to a range of people working independently or with limited guidance, including tour and event coordinators and managers, tour guides, and front of house or duty managers.
No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Elements and Performance Criteria
ELEMENTS | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Source information on appropriate protocol requirements. | 1.1.Assess the need for protocol to be followed for the particular situation. 1.2.Identify relevant sources of protocol information. 1.3.Liaise with customers to determine appropriate protocol. 1.4.Interpret relevant protocol information to inform work practice. |
2. Coordinate the use of protocol. | 2.1.Identify specific work activities requiring a particular protocol to be observed. 2.2.Provide protocol briefings to staff and suppliers. 2.3.Coordinate the use of correct protocol for the delivery of product or service. |
3. Update knowledge of protocol. | 3.1.Identify and use opportunities to update protocol knowledge. 3.2.Share updated knowledge with customers and colleagues as required. |
Evidence of Performance
Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:
source accurate information on protocol requirements for at least two of the following:
organising an event or function, such as a meeting, reception or tour
organising accommodation
issuing marketing materials reflecting correct titles of dignitaries
meeting the requirements of dignitaries and officials
meeting the requirements of entertainers and masters of ceremony
integrate protocol requirements into oral and written material for each of the above
update and integrate knowledge of protocol when organising each of the above.
Evidence of Knowledge
Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:
main types of civic functions held in Australia
importance and role of protocol in different business situations
key sources of information on protocol for:
Australian honours system:
order of precedence
ranks and forms of address
wearing of honours and medals
involvement of Indigenous Australians and other cultural groups in business activities
correct use of national and state symbols:
flags
anthems
military salutes
forms of address for different dignitaries and officials, both for written correspondence and in oral communication
sources of protocol information:
Aboriginal Land Councils
Australia Day Council
customers, clients, their agents and personal assistants
federal, state or territory, and local government protocol departments
internet
libraries
Office of the United Nations
specific work activities impacted by protocol requirements:
addressing and introducing dignitaries and officials
correspondence to dignitaries and officials
issuing invitations
liaison with dignitaries and officials
preparing:
briefing papers
marketing materials
running sheets
protocols for the following different situations:
invitations to dignitaries and officials
arrival procedures, for heads of state or government officials
introduction protocols and order of speakers
order of precedence for official guests
seating arrangements
dress styles
opportunities to update protocol knowledge:
informal networking with colleagues
internet research
reading relevant journals.
Assessment Conditions
Skills must be demonstrated in an operational tourism, travel, hospitality or events environment. This can be:
an industry workplace
a simulated industry environment.
Assessment must ensure access to:
current protocol information relevant to organisation.
Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.
Foundation Skills
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement. | |
SKILLS | DESCRIPTION |
Reading skills to: | interpret unfamiliar and complex protocol information. |
Writing skills to: | compose correspondence reflecting correct protocols, when preparing correspondence to dignitaries and officials, invitations, and team briefing papers. |
Oral communication skills to: | liaise with customers, clients, their agents and personal assistants to confirm protocol requirements address dignitaries and officials using appropriate language. |
Self-management skills to: | take responsibility for meeting protocol requirements. |
Sectors
Cross-Sector
Competency Field
Communication and Teamwork