NTISthis.com

Evidence Guide: SITXLAN4__A - Conduct complex 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

 

SITXLAN4__A - Conduct complex workplace oral communication in a language other than English

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

Conduct negotiations.

  1. Establish rapport by using appropriate courtesy protocols, identifying common ground and observing appropriate social, cultural and business conventions of the specific language.
  2. Provide appropriate explanations, information and supporting details about products or services.
  3. Use an appropriate range of language functions to conduct negotiations, including introducing formal talk, using turn-taking skills, and agreeing and disagreeing tentatively.
  4. Use appropriate intonation, voice tone and signalling expressions effectively.
  5. Exchange and agree to information, including details of personnel, dates, quantities, products and services.
  6. Support negotiations by using any relevant visuals, graphics and other approaches in keeping with the requirements of a particular workplace.
Establish rapport by using appropriate courtesy protocols, identifying common ground and observing appropriate social, cultural and business conventions of the specific language.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide appropriate explanations, information and supporting details about products or services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use an appropriate range of language functions to conduct negotiations, including introducing formal talk, using turn-taking skills, and agreeing and disagreeing tentatively.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use appropriate intonation, voice tone and signalling expressions effectively.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Exchange and agree to information, including details of personnel, dates, quantities, products and services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Support negotiations by using any relevant visuals, graphics and other approaches in keeping with the requirements of a particular workplace.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deliver presentations.

  1. Deliver presentations in a style relevant to the purpose and objectives, audience characteristics, occasion and venue.
  2. Present information in a logical and concise manner using appropriate sequencing and linguistic linking.
  3. Support presentations with relevant public speaking techniques.
Deliver presentations in a style relevant to the purpose and objectives, audience characteristics, occasion and venue.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Present information in a logical and concise manner using appropriate sequencing and linguistic linking.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Support presentations with relevant public speaking techniques.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Participate in social and cultural activities.

  1. Use language and language functions appropriate to given social and cultural activities.
  2. Adapt and modify communication strategies and language functions according to the situation and customer requirements.
Use language and language functions appropriate to given social and cultural activities.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Adapt and modify communication strategies and language functions according to the situation and customer requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide oral translations and summaries.

  1. Recognise the need for a professional interpreter to ensure that oral translations and summaries meet the needs of the customer and arrange for assistance, as required.
  2. Express the purpose and meaning of the original message.
  3. Use communication strategies and language functions that allow immediate and unhindered communication.
  4. Make appropriate comments between parties to check and clarify meaning.
Recognise the need for a professional interpreter to ensure that oral translations and summaries meet the needs of the customer and arrange for assistance, as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Express the purpose and meaning of the original message.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use communication strategies and language functions that allow immediate and unhindered communication.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make appropriate comments between parties to check and clarify meaning.

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

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 interact, establish and maintain rapport with customers in a language other than English

use of a range of language functions appropriate to negotiating in the workplace, conducting presentations, and participating in social and cultural activities according to the needs of a particular workplace (rare linguistic errors may occur)

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.

Context of and specific resources for assessment

Assessment must ensure:

operational conditions of a tourism or hospitality business environment

that the person being assessed is undertaking typical tourism or hospitality workplace activities, such as making presentations, presenting tour commentary, selling tourism products and services, or dealing with complex issues while using the language being assessed

use of relevant and current tourism and hospitality materials and equipment, such as brochures, menus, presentation equipment and microphones for commentary delivery.

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

maps

pamphlets

tour brochures

cost sheets

rate 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:

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

review of role-play activities that simulate simultaneous language use and customer service activity

written and oral questioning or interview to test knowledge of the functions of the language, culture, 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:

SITTGDE004A Lead tour groups

SITTGDE006A Prepare and present tour commentaries or activities

SITXCOM005A Make presentations

SITXMGT006A Establish and conduct business relationships.

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:

oral skills using language functionssuch as presenting, questioning and negotiating, and a sufficiently comprehensive vocabulary to conduct a range of workplace activities in a specific language in a particular workplace

skills to provide oral translations and summaries that support immediate and unhindered communication

appropriate oral expression and vocabulary to conduct negotiations, make presentations and participate in varied social and cultural activities

problem solving and conflict resolution techniques

cross-cultural communication skills in relation to the language being assessed and the associated culture, in order to undertake the full range of social and workplace activities.

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

comprehensive technical vocabulary required to support specific workplace activities

knowledge and use of standard procedures specific to the particular workplace

key information and information sources in relation to operations and functions in a particular tourism or hospitality workplace

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

comprehensive knowledge and application of social, business and cultural conventions specific to the language being assessed, including:

sound knowledge and some consistent use of forms of address

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.

Negotiations may be conducted in relation to:

formal contracts for provision of conference services, meeting and event activities and venues, tour and guiding services, accommodation and international marketing activities

business arrangements involving tours, travel arrangements, restaurant, food and beverage services, entertainment and shopping

selling tourism products and services and agreeing to a price

agreeing to a purchase price from a supplier

solving customer or colleague complaints or resolving conflict.

Presentations may include:

guiding and interpreting activities

presentations at conferences

meetings and sales presentations

instructing and training

promotional activities

providing complex information on products and services.

Public speaking techniques may include:

humour

non-verbal communication

audience participation

demonstrations and visual aids.

Social and cultural activities may include:

formal and informal meetings

interacting with tourists

conferences, presentations, meetings and seminars

trade fairs, promotions, marketing activities and business tours

international meetings and exhibitions

promotional tours

staff professional development activities relevant to the specific language and culture

accompanying customers or colleagues to dinner

workplace-related social activities.

Oral translations and summaries may include providing translations of:

factual and personal information

instructions and arrangements

information about meetings, events, tours and places of interest

information about products, services, facilities, options, advice and costs.