Elements and Performance Criteria

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.

Techniques to build group cohesion may include:
encouraging interaction between group members
group activities or games
inviting individuals to address the group
using the skills of individual group members in the operation of the tour
focusing the group on shared experiences
using seat rotation systems.


Conflicts and difficulties may involve:
personal conflict between customers
dominant or disruptive customers
customers who cause disruption and disturbance to other tour members, host communities and the environment
negative customers
subgroups or cliques within the group
perception of favouritism by guide
dissatisfaction with the tour.

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 Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
coordinating the movement of groups, using communication and leadership techniques that build group cohesion
responding to people management problems and issues during group tours or activities
knowledge of the range of conflict and people management issues that could arise during group tours or activities
leading multiple tour groups to ensure consistency of performance
leading group tours or activities of a duration that reflects local industry product and practice and of sufficient duration to allow the candidate to demonstrate techniques to build group cohesion.


Context of and specific resources for assessment
Assessment must ensure:
leading tour groups within commercially realistic guiding environments, e.g. at a tourist site, on a coach tour, in a national park or on a walking tour
interaction with customer groups of a size and nature that reflect the commercial environment in which the guide operates.


Methods of assessment
A range of assessment methods should be used to assess the practical skills and knowledge required to lead tour groups. The following examples are appropriate for this unit:
direct observation of the candidate's ability to coordinate the movement of groups by participating in tours conducted by the candidate
direct observation of the candidate's people management skills during the operation of group tours
questioning group tour members as to the candidate's clarity of communication and leadership skills
review of guiding activities undertaken as part of industry placement and training with an industry operator
case studies and problem-solving to evaluate ability to apply solutions to different group conflicts and difficulties
written and oral questioning or interview to test knowledge of conflict resolution, leadership and group motivation techniques and procedures relevant to the movement of tour groups
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:
SITTGDE003A Coordinate and operate a tour
SITTGDE005A Manage extended touring programs
SITTGDE006A Prepare and present tour commentaries or activities
SITTVAF002A Provide a briefing or scripted commentary.


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.