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Evidence Guide: SITXCCS001A - Provide visitor information

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

 

SITXCCS001A - Provide visitor information

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

Access and update visitor information.

  1. Identify, source and access visitor information.
  2. Incorporate information into day-to-day working activities to support quality of service and standards within the organisation.
  3. Share information with colleagues to support the efficiency and quality of service.
  4. Identify and use opportunities to update and maintain local knowledge.
Identify, source and access visitor information.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Incorporate information into day-to-day working activities to support quality of service and standards within the organisation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Share information with colleagues to support the efficiency and quality of service.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and use opportunities to update and maintain local knowledge.

Completed
Date:

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Provide information.

  1. Proactively identify information and assistance needs of different customers, including those with special needs.
  2. Provide accurate information in a clear, concise, courteous and culturally appropriate manner.
  3. Where appropriate, assist or instruct visitors in the use of equipment and facilities or refer to relevant colleagues.
  4. Consider health and safety requirements when providing information and assistance.
  5. Promote internal products and services using appropriate customer service skills.
Proactively identify information and assistance needs of different customers, including those with special needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide accurate information in a clear, concise, courteous and culturally appropriate manner.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Where appropriate, assist or instruct visitors in the use of equipment and facilities or refer to relevant colleagues.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Consider health and safety requirements when providing information and assistance.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Promote internal products and services using appropriate customer service skills.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek feedback on services.

  1. Proactively seek feedback on services from visitors.
  2. Observe visitor behaviour to inform future service developments and correctly follow procedures for any formal customer evaluation.
  3. Provide information on visitor feedback to relevant colleagues.
Proactively seek feedback on services from visitors.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Observe visitor behaviour to inform future service developments and correctly follow procedures for any formal customer evaluation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information on visitor feedback to relevant colleagues.

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, the range statement and the Assessment Guidelines for this TrainingPackage.

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

Evidence of the following is essential:

ability to source accurate and current information on the local area

general knowledge of the local area sufficient to answer commonly asked customer questions relevant to job role

demonstration of skills on multiple occasions or in response to multiple requests reflecting breadth of knowledge and ability to respond to different situations.

Context of and specific resources for assessment

Assessment must ensure:

interaction with others in the provision of information to demonstrate appropriate interpersonal skills

use of current local area information.

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:

project to research visitor information for the organisation or local area

direct observation of the candidate using local knowledge to answer customer questions

oral or written questions to assess knowledge of local information and information sources

role-play to provide information for variety of different customers

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.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.
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.

Required Skills and Knowledge

This section describes the essential skills and knowledge and their level, required for this unit.

The following skills must be assessed as part of this unit:

communication and interpersonal skills to interact in a friendly and courteous way with customers

basic research skills to source information on a predictable range of customer requests

literacy skills to understand, interpret and orally communicate local information and promotional material.

The following knowledge must be assessed as part of this unit:

sources of information for organisation and local area knowledge

general knowledge of organisation, local attractions and events, transport options and general visitor facilities, including shopping, currency exchanges, post offices, banks and emergency services

available sources of advice and referral for more complex requests

safety and emergency procedures for visitors, colleagues and self

sources of customers in the relevant industry context.

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 in the performance criteria is detailed below.

Sources of visitor information may include:

brochures

timetables

local visitor guides

library and local council

local people

organisation information

room directories

maps

internet.

Visitor information must include:

organisation-specific information

local transport options

local attractions and events

general visitor facilities, including shopping locations, currency exchanges, post offices, banks and emergency services

specific shopping details, including local markets

restaurants, cafes and other dining venues

other facilities and services such as hairdressers, dentists and travel agencies

theatres and entertainment venues

sporting facilities

tours, local outings and trips

travelling routes

weather conditions.

Opportunities to update and maintain local knowledge may include:

talking and listening to colleagues and customers

participating in local familiarisation tours

visiting the local information centre

personal observation or exploration

watching television, videos and films

listening to radio

reading local newspapers

staff noticeboards

leaflets and brochures

team meetings

internal newsletters.

Culturally appropriate manner may involve:

using gestures

using simple words in English or other person's language

providing written material

avoiding eye contact

providing information in different formats to suit the individual.