Formats and tools
- Unit Description
- Reconstruct the unit from the xml and display it as an HTML page.
- Assessment Tool
- an assessor resource that builds a framework for writing an assessment tool
- Assessment Template
- generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
- Assessment Matrix
- a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
- Wiki Markup
- mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
- Evidence Guide
- create an evidence guide for workplace assessment and RPL applicants
- Competency Mapping Template
- Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
- Observation Checklist
- create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)
- Self Assessment Survey
- A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
- Moodle Outcomes
- Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
- Registered Training Organisations
- Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver TLII3003, 'Provide customer service in transport vehicles/vessels'.
- Google Links
- links to google searches, with filtering in place to maximise the usefulness of the returned results
- Reference books for 'Provide customer service in transport vehicles/vessels' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)
Elements and Performance Criteria
Elements describe the essential outcomes.
Performance criteria describe the performance needed to demonstrate achievement of the element.
Monitor and address passenger needs
Circumstances affecting passenger needs and comfort are monitored and action is taken in accordance with workplace procedures
Needs of all types of passengers are acknowledged and appropriate assistance is provided
Passengers are advised about the operation of internal vehicle/vessel facilities and the benefits of wearing seat belts, as required
Hazards and risks to passenger safety are identified and appropriate action is initiated to minimise the risk
Passengers are suitably advised about any safety risk and action being taken
Tact, courtesy, friendliness and patience are used at all times when dealing with passengers
Passenger inquiries and requests are received and resolved with minimal delays
Passenger inquires and associated action are recorded and reported in accordance with workplace procedures
Prepare and deliver commentaries
Comprehensive briefings are delivered clearly and precisely
Commentary presentations are well
Additional information is provided in response to questions
Audio visual equipment is correctly and safely operated, as required
Implement conflict resolution strategies
Conflict and difficult situations are recognised and fair solutions are negotiated equitably
Conflicts unable to be resolved are referred to a higher authority
Opportunities to enhance service quality are taken, particularly in conflict situations
Communicate with suppliers
Liaison is maintained with suppliers of tourism products and/or information to obtain accurate and comprehensive information about products available to meet customer needs
Needs for tourism products and/or information are appropriately communicated to relevant workplace personnel