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Evidence Guide: SITTGDE303 - Lead tour groups

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

SITTGDE303 - Lead tour groups

What evidence can you provide to prove your understanding of each of the following citeria?

Coordinate group movements.

  1. Maintain tour schedule through effective communication with the group.
  2. Use techniques to promptly attract group attention when required.
  3. Courteously advise group about ways in which minimum disruption and disturbance can be caused to other people and the environment.
  4. Complete physical group movements in an orderly manner, checking group numbers at appropriate times.
  5. Advise customers of procedures if they become separated from the group.
  6. Provide instructions in a manner and pace appropriate to the group and encourage customers to seek clarification where necessary.
  7. Locate lost or late group members, ensure they rejoin the group and are advised of future need to comply with group movements.
Maintain tour schedule through effective communication with the group.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Use techniques to promptly attract group attention when required.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Courteously advise group about ways in which minimum disruption and disturbance can be caused to other people and the environment.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Complete physical group movements in an orderly manner, checking group numbers at appropriate times.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Advise customers of procedures if they become separated from the group.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Provide instructions in a manner and pace appropriate to the group and encourage customers to seek clarification where necessary.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Locate lost or late group members, ensure they rejoin the group and are advised of future need to comply with group movements.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Encourage group morale and goodwill.

  1. Use techniques to build group cohesion during the tour.
  2. Balance the needs of individuals and the group in the conduct of the tour.
  3. Respond to group problems in a manner likely to optimise the goodwill and morale of the group.
Use techniques to build group cohesion during the tour.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Balance the needs of individuals and the group in the conduct of the tour.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Respond to group problems in a manner likely to optimise the goodwill and morale of the group.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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:

coordinate group movements, using communication and leadership techniques that build group cohesion

lead multiple group tours or activities of a duration that reflects local industry product and practice, and of sufficient duration to allow the individual to demonstrate techniques to build group cohesion

demonstrate knowledge of the range of conflict and people management issues that could arise during group tours or activities.

Context of and specific resources for assessment

Assessment must ensure use of:

touring environments that reflect that nature of tours commercially available in the relevant city or region

real or simulated touring activities

a group of customers for whom the individual can act as guide.

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:

direct observation of the individual’s ability to coordinate the movement of groups by participating in tours conducted by the individual

direct observation of the individual’s people management skills during the operation of group tours

questioning group tour members about the individual’s clarity of communication and leadership skills

use of case studies and problemsolving to evaluate ability to apply solutions to different group conflicts and difficulties

written or oral questioning to assess knowledge of conflict resolution, leadership and group motivation techniques and procedures relevant to the movement of tour groups

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.

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:

SITTGDE304 Prepare and present tour commentaries or activities

SITTGDE401 Coordinate and operate tours

SITTGDE402 Manage extended touring programs

SITXCOM202 Provide a briefing or scripted commentary.

Required Skills and Knowledge

Required skills

communication skills to:

brief customers clearly about tour or activity movements

build group cohesion through use of effective interpersonal communication

apply conflict resolution skills and strategies

numeracy skills to count tour members

planning and organising skills to coordinate practical aspects of moving groups of people

problem-solving skills to respond to operational and interpersonal problems.

Required knowledge

procedures for maximising efficiency of group movements

procedures for locating lost or late group members and coordinating reunion with the group

minimal impact practices relevant to particular sites or locations

principles of group management and group dynamics

communication and leadership techniques with particular application to guiding activities and building group cohesion

types of conflict and people management issues likely to arise in a group touring situation and typical causes and responses.

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.

Techniques to build group cohesion may include:

encouraging interaction between group members

focusing the group on shared experiences

group activities or games

inviting individuals to address the group

using seat rotation systems

using the skills of individual group members in the operation of the tour.

Group problems may involve:

interpersonal issues:

customers who cause disruption and disturbance to others

dissatisfaction with the tour

dominant customers

negative customers

perception of favouritism by guide

personal conflict between customers

subgroups or cliques within the group

operational issues:

overcrowding

scheduling

lost customers.