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Evidence Guide: SITXLAN3__A - Conduct workplace oral communication in a language other than English

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

 

SITXLAN3__A - Conduct workplace oral communication in a language other than English

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

Converse with customers and colleagues.

  1. Use appropriate courtesy expressions to extend interactions by references to customers' and colleagues' wellbeing, comfort and satisfaction.
  2. Use non-verbal communication to convey an acceptance of and sensitivity towards customers or colleagues.
  3. Provide any required appropriate information about personal job roles and responsibilities.
  4. Provide explanations of problems and their cause, and elaborate on detail and offer apologies when required.
  5. Offer further assistance according to the business of the workplace to ensure full service is provided.
  6. Courteously request further information from customers or colleagues in order to satisfy their needs.
  7. Provide full and clear information to customers and colleagues.
  8. Support communication with comments on topical familiar matters, workplace business and events.
Use appropriate courtesy expressions to extend interactions by references to customers' and colleagues' wellbeing, comfort and satisfaction.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use non-verbal communication to convey an acceptance of and sensitivity towards customers or colleagues.

Completed
Date:

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Provide any required appropriate information about personal job roles and responsibilities.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide explanations of problems and their cause, and elaborate on detail and offer apologies when required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Offer further assistance according to the business of the workplace to ensure full service is provided.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Courteously request further information from customers or colleagues in order to satisfy their needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide full and clear information to customers and colleagues.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide detailed information and advice.

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

Completed
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Convey detailed information and advice using narrative and descriptive statements as necessary to communicate.

Completed
Date:

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use workplace documents, materials and other references to support explanations if 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 in order to better respond to the situation or problem.
  3. Accurately identify the nature and key facts of any problems and provide an appropriate solution by consulting and openly communicating with appropriate parties.
  4. Respond to all conflicts and complaints with sensitivity and in keeping with the social and cultural conventions of the specific language speaker.
  5. Convey appropriate apologies and expressions of regret for the situation and the specific language and culture.
Provide appropriate advice in response to requests, unpredictable situations and problems.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Accurately identify the nature and key facts of any problems and provide an appropriate solution by consulting and openly communicating with appropriate parties.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to all conflicts and complaints with sensitivity and in keeping with the social and cultural conventions of the specific language speaker.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Convey appropriate apologies and expressions of regret for the situation and the specific language and culture.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct negotiations at a functional level.

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide appropriate explanations about products and services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Achieve mutual understanding and agreement.

Completed
Date:

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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

There are three critical considerations for the assessment of this unit.

This unit can be used to assess basic oral proficiency in any language other than English. Assessment must be customised to the requirements of a particular language.

Assessment should not only focus on the language being assessed but must also incorporate the practical customer service requirements of the tourism or hospitality industry, i.e. the assessment of language must be conducted while the candidate is carrying out typical tourism or hospitality vocational activities.

This unit can apply to any tourism and hospitality sector, workplace and circumstance. Assessment activities must ensure that the use of a specific language is contextualised and linked to vocational activities which are relevant to the particular tourism or hospitality sector and workplace. For example, if assessment is linked to restaurant service, language usage should relate to a restaurant.

Evidence of the following is essential:

ability to use a range of extended non-verbal communication skills effectively, as well as verbal skills such as narrative and descriptive statements

ability to use repetition, clarification and paraphrasing techniques to clarify requirements, solve problems and conflict, and reassure customers and colleagues

ability to communicate constructively and sensitively in a language other than English to solve problems and conflict, and reassure customers and colleagues in a particular workplace.

Context of and specific resources for assessment

Assessment must ensure:

operational conditions of a tourism or hospitality customer service environment

that the person being assessed is undertaking typical tourism or hospitality workplace activities, such as providing first aid, selling tourism products and services, organising functions, providing site information and assistance, and processing reservations while using the language being assessed

provision of services to customers within typical workplace time constraints

use of relevant and current tourism and hospitality materials and equipment, such as timetables, brochures, menus, tour desks, reservations and restaurant equipment

use of resources commonly used to assist workplace communication, including:

dictionaries

maps

pamphlets

menus

tour brochures.

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:

oral testing of conversational language use (note: this should not be the sole method of assessment)

direct observation of the candidate communicating in a language other than English in a customer service environment while undertaking typical workplace activities

review of workplace documents prepared by the candidate to assist verbal communication

written and oral questioning or interview to test knowledge of the requirements of the language; the culture, and social and cultural conventions; and cross-cultural communication requirements

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, for example:

SITHFAB013A Provide specialist advice on food

SITTTSL005A Sell tourism products and services

SITTTSL007B Receive and process reservations

SITXCOM003A Deal with conflict situations.

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:

cross-cultural communication skills to participate in non-routine and varied communication situations

communication and interpersonal skills to allow for positive and courteous interactions with customers

positive and effective verbal and non-verbal communicative and interactive techniques to establish rapport, provide detailed information and advice, be responsive to customers and deal with the needs of a particular workplace relevant to the language being assessed

problem solving and conflict resolution techniques.

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

key information and information sources relating to the particular tourism or hospitality circumstance

key information and standard procedures specific to negotiating in relation to operations and functions in a particular workplace

social and cultural conventions specific to the language being assessed, including knowledge and some consistent use of forms of address and appropriate recognition and consideration of customs, protocols and taboos.

Range Statement

The 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.

Courtesy expressionsto extend interactions may relate to:

questioning about needs and preferences

conversations about topical matters

offers of additional assistance.

Detailed information and advice may relate to:

workplace and local facilities, locations, guiding, activities and events

roles and responsibilities of support personnel

food and beverage products and services

functions, meetings and event services

tourism products and services

workplace health and security

shopping locations, including post office

medical and emergency services

timetables and itineraries.

Communicate must include:

providing information about the workplace

conducting product and service transactions

answering queries about products and services

providing specialised assistance within the scope of responsibility.

Workplace documents, materials and other references may include:

brochures, magazines, newspapers and price lists

signs, maps, diagrams, forms, labels and tickets

pamphlets, timetables, charts, price tags and menus

tour documentation and tickets

booking conditions

invoices.

Unpredictable situations and problems may include:

lost luggage and stolen property

lost people

delays to vacation schedule, and changes and errors in itinerary

service quality issues, such as special dietary needs and dissatisfaction with room, room service or food

medical emergencies and minor injuries

breaches in security and workplace health and safety rules

non-functioning equipment

lack of other guests' awareness and knowledge of social and cultural conventions.

Negotiations at a functional level may relate to arrangements for:

conferences and functions

tours, guiding, cruises and visits to theme parks

accommodation

restaurant services, including food and beverage

entertainment and shopping.