This unit applies to all industry contexts and to individuals working at different levels of responsibility. This could include frontline, supervisory or management personnel.
This unit can be used for the assessment of routine oral proficiency in any language other than English. For reporting purposes, recognition is limited to those languages listed below which are of importance to the tourism industry. A specific code has been allocated for each of these languages. Each language must be indicated in brackets after the unit title.
For example: SITXLAN2206 Conduct routine oral communication in a language other than English (French).
(Australian Indigenous languages)
Elements and Performance Criteria
Elements describe the essential outcomes of a unit of competency.
Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.
1. Conduct routine transactions in a language other than English.
1.1 Identify language needed to conduct routine communications and make introductions.
1.2 Understand and use appropriate courtesy expressions.
1.3 Understand and use key words, phrases, gestures and sentences.
1.4 Provide simple advice on workplace events and topical and familiar matters.
1.5 Provide simple explanations of problems and their causes, and offer apologies as required.
1.6 Use simple terms to seek clarification from others when required.
1.7 Support communication with reference to workplace materials and visual information.
1.8 Identify need for and seek assistance from others with appropriate language skills.
2. Give simple directions and instructions.
2.1 Provide clear, succinct and simple directions and instructions using appropriate pace and correct sequence.
2.2 Support communication with use of appropriately sequenced expressions and questions to emphasise or clarify directions and instructions.
communication skills to:
interact in a positive and courteous way
participate in routine communications and provide simple directions and instructions in a language other than English, including:
use and understanding of key words, phrases, sentences and vocabulary specific to communicating about number, time, place, distance, quantity and currency.
cultural values and social norms relevant to the language being assessed:
forms of address
cross-cultural communication issues in routine communication sufficient to conduct routine workplace transactions.
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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
conduct routine workplace communication in a language other than English:
understand requests and comments
clarify information by asking simple factual questions
respond to requests for factual information and simple advice
provide routine information and maintain communication in relation to routine transactions
provide directions and instructions
follow social and cultural conventions for the language being used.
Context of and specific resources for assessment
Assessment must ensure use of:
a real or simulated workplace activity for which communication in languages other than English is required
other people with whom the individual can interact in the relevant language
resources that support communication in languages other than English:
dictionaries and phrase books
signs and maps
industry materials, such as menus, timetables and brochures written in languages other than English.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
oral assessment of conversational language use
direct observation of the individual communicating in a language other than English while undertaking typical workplace activities
review of visual aids prepared by the individual to assist verbal communication
written or oral questioning to assess cultural knowledge and cross-cultural communication considerations
review of portfolios of evidence and third
Guidance information for assessment
The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:
SITHACS303 Provide accommodation reception services
SITHFAB202 Operate a bar
SITHFAB307 Provide table service of food and beverage
SITXCCS201 Provide visitor information.
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.
Routine communications may include:
answering simple queries about products and services:
local attractions and places of interest
pick-up and drop-off point for tours
transport terminals, and taxi and other transport services
conducting product and service transactions:
accepting a simple booking
dealing with others on the telephone
processing payment for a tourism service
processing payment and purchases:
responding to basic requests for such things as toiletries, towels, razor, hairdryer, blanket, pillow, laundry list, ‘Do Not Disturb’ sign and breakfast menu
taking a message
taking an order
providing factual information:
availability and cost of products and services
menu or wine list explanations
location of facilities
opening and closing hours
procedures and rules.
Courtesy expressions may include:
Did you have a good trip?
Do you need another towel?
How are you?
May I clean your room now?
May I help you?
Sorry, I don’t understand. Do you speak English?
This way please
Would you like a newspaper?
Topical and familiar matters may include:
deaths or marriages
public holidays and festivals
sporting or cultural events
strikes or accidents
Workplace materials and visual information may include:
hotel information signs and tags printed in the target language to assist where necessary
international signage, such as ‘No Smoking’ signs
menus written in the specific language
pamphlets written in the specific language
pamphlets, timetables, charts, price tags and menus
signs written in the specific language
signs, maps, diagrams, forms, labels and tickets.
Simple directions and instructions may relate to:
advising check-in and check-out procedures
how facilities and services work:
how to get to restrooms, car park, restaurant, bistro, bar, pool or gym
how to get to tour pick-up point
how to use telephone
where facilities are located, such as attractions and rides at a theme park, and general transport
where to go to catch a tour bus or taxi
where to go to purchase everyday goods, such as medication and sunscreen
where to go to purchase everyday services, such as post office and tour services.
This unit contains employability skills.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.