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.
Responses to requests for information on aspects of destinations may be provided:
on any aircraft type in commercial service
during short and/or long haul services
in any category of service, including economy, business and first class
in any allowable operating and weather conditions
in accordance with regulatory, enterprise and operational requirements, including OH&S regulations
Performance may be demonstrated:
in an approved cabin service simulator
in a suitably simulated work environment
on a passenger-carrying aircraft
Sources of information on aspects of airline destinations may include:
airline product information
tourism brochures
information provided by diplomatic embassies and consulates
authoritative travel books and journals dealing with specific countries and locations
travel agents
tourist information bureaus and agents at destination points
government tourism offices at destination points
authoritative encyclopedias and other relevant reference books
appropriate websites on the internet
Information that may be requested by passengers about airline destinations may include:
transport
public holidays
currency and exchange rates
accommodation options
customs and immigration requirements
education
major tourist areas
sports
food
general lifestyle and customs
shopping
tipping
geographic features
history
Australian aboriginal culture
government and politics
economy
natural history
culture
Persons consulted to enable appropriate responses to requests from passengers for information on major services and attractions at aviation destinations may include:
passengers
other cabin crew and flight crew members
tourism and travel agencies
ground staff
relevant government agencies and diplomatic embassies/consulates
librarians
Dependent on the type of organisation concerned and the local terminology used, workplace procedures may be referred to as:
company procedures
enterprise procedures
organisational procedures
established procedures
standard operating procedures
Information/documents may include:
relevant regulatory requirements
airline procedures and instructions and job specification
airline customer service procedures
airline product information
tourism brochures
airline and tourism videos and audio-visual information resources
information provided by diplomatic embassies and consulates
authoritative travel books and journals dealing with specific countries and locations
authoritative encyclopedias and other relevant reference books
induction and training materials
conditions of service, legislation and industrial agreements including workplace agreements and awards
Applicable regulations and legislation may include:
relevant regulatory requirements pertaining to the provision of customer service on aircraft
equal opportunity and anti-discrimination legislation
relevant OH&S regulations
industrial relations and workplace compensation legislation

EVIDENCE GUIDE
The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit
The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:
the underpinning knowledge and skills
relevant legislation and workplace procedures
other relevant aspects of the range statement

Context of and specific resources for assessment
Performance is demonstrated consistently over a period of time and in a suitable range of contexts
Resources for assessment include:
a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or
access to an appropriate range of relevant operational situations in the workplace
In both real and simulated environments, access is required to:
relevant and appropriate materials and equipment, and
applicable documentation including workplace procedures, regulations, codes of practice and operation manuals

Method of assessment
Assessment of this unit must be undertaken by a registered training organisation
As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests
Practical assessment must occur:
through activities in an appropriately simulated environment at the registered training organisation, and/or
in an appropriate range of situations in the workplace