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Evidence Guide: SITXLAN3107 - Conduct oral communication in a language other than English (German)

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

 

SITXLAN3107 - Conduct oral communication in a language other than English (German)

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

Converse with others.

  1. Use techniques to extend interactions with others.
  2. Seek and offer additional information and assistance to support quality of communication and service.
  3. Support communication with comments on topical familiar matters, workplace business and events.
  4. Use non-verbal communication to convey an acceptance of and sensitivity towards others.
Use techniques to extend interactions with others.

Completed
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Seek and offer additional information and assistance to support quality of communication and service.

Completed
Date:

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Evidence:

 

 

 

 

 

 

 

Support communication with comments on topical familiar matters, workplace business and events.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Use non-verbal communication to convey an acceptance of and sensitivity towards others.

Completed
Date:

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Evidence:

 

 

 

 

 

 

 

Provide detailed information and advice.

  1. Identify need for detailed information and advice.
  2. Convey detailed information and advice using narrative and descriptive statements.
  3. Repeat, paraphrase and clarify communications to avoid misunderstanding and to explain difficult points.
  4. Use workplace documents, materials and other references to support explanations as required.
Identify need for detailed information and advice.

Completed
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Convey detailed information and advice using narrative and descriptive statements.

Completed
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Repeat, paraphrase and clarify communications to avoid misunderstanding and to explain difficult points.

Completed
Date:

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Evidence:

 

 

 

 

 

 

 

Use workplace documents, materials and other references to support explanations as required.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Respond to unpredictable situations and problems.

  1. Provide appropriate advice in response to requests, unpredictable situations and problems.
  2. Identify need for and seek assistance from others to better respond to the situation or problem.
  3. Identify key facts of problems and facilitate solutions through open communication with relevant people.
  4. Provide explanations of problems and their cause, and elaborate on detail.
  5. Respond to conflict and complaints with sensitivity, following appropriate social and cultural conventions.
  6. Convey appropriate apologies and expressions of regret as required.
Provide appropriate advice in response to requests, unpredictable situations and problems.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify need for and seek assistance from others to better respond to the situation or problem.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify key facts of problems and facilitate solutions through open communication with relevant people.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Provide explanations of problems and their cause, and elaborate on detail.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Respond to conflict and complaints with sensitivity, following appropriate social and cultural conventions.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Convey appropriate apologies and expressions of regret as required.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Conduct negotiations at a functional level.

  1. Facilitate negotiations at a functional level through exchange of key information and agreement on details.
  2. Provide appropriate explanations about products and services.
  3. Achieve mutual understanding and agreement.
Facilitate negotiations at a functional level through exchange of key information and agreement on details.

Completed
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Teacher:
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Provide appropriate explanations about products and services.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Achieve mutual understanding and agreement.

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:

conduct workplace oral communication in a language other than English:

use narrative and descriptive statements

use repetition, clarification and paraphrasing techniques to clarify requirements, answer questions about products and services, solve problems and conflict and reassure others

provide detailed information and specialised assistance in area of work activity

conduct product and service transactions

use a range of effective non-verbal communication skills.

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

language mats

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 workplace documents prepared by the individual to assist verbal communication

written or oral questioning to assess knowledge of language requirements, cultural conventions and cross-cultural communication considerations

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:

SITHFAB309 Provide advice on food

SITTTSL303 Sell tourism products and services

SITTTSL305 Process reservations

SITXCOM401 Manage conflict.

Required Skills and Knowledge

Required skills

communication skills in a Language other than English to:

interact positively and courteously in non-routine and varied interactive workplace communications

establish rapport

provide detailed information and advice

solve problems and conflicts

conduct negotiations at a functional level.

Required knowledge

social and cultural conventions relevant to the language being assessed, including:

knowledge and some consistent use of forms of address

recognition and consideration of customs, protocols and taboos

cross-cultural communication challenges that may occur when negotiating and solving problems, and how these may be addressed

aspects of verbal and nonverbal communication that support effective negotiation and interaction in the language being assessed.

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 may include:

initiating conversations about topical matters

making offers of additional assistance

questioning about needs and preferences.

Detailed information and advice may relate to:

external products and services

internal products and services

medical and emergency information.

Workplace documents, materials and other references may include:

general information

product-specific information:

booking conditions

brochures

menus

price lists

timetables.

Unpredictable situations and problems may relate to:

complaints

emergency situations

cross-cultural misunderstandings

operational details:

delays

equipment malfunction

lost luggage and stolen property

lost people

variations

safety issues.

Negotiations at a functional level may relate to arrangements for:

accommodation

conferences and functions

entertainment

shopping

tours.