Elements and Performance Criteria

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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Factors may include:
direction from colleagues
own observation and workplace experience
request for coaching from colleague to be coached.
Coaching sessions could be conducted in a range of contexts, including:
before or after work
in a simulated location away from the actual workplace
onthejob during work hours.
Skills to be coached are generally those not requiring formal or extended training sessions, but short, commonlyused tasks, such as:
customer service skills
selling or promoting products and services
technical or practical skills, such as operating equipment, making something or completing documentation.
Required knowledge refers to the essential knowledge required to carry out tasks or undertake skills effectively, such as:
ingredients or components of items
knowledge of products or services
legislative, work health and safety and hygiene requirements
principles underpinning skills, such as communication and selling
reasons for undertaking various tasks.
Performance problems or difficulties may be due to:
breakdown in communication
inappropriate circumstances for coaching
insufficient opportunity to practise
language or cultural barriers
shyness or lack of confidence.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
provide supportive on-thejob coaching and provide constructive feedback
clearly communicate and demonstrate the workplace tasks required of the colleague
integrate knowledge of the key principles of training
complete coaching activities within commercial time constraints to ensure the colleague is effective.
Context of and specific resources for assessment
Assessment must ensure use of:
a real or simulated tourism, hospitality or event industry environment with colleague requiring coaching
work tasks to coach others in
a colleague with whom the individual can interact.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
direct observation of the individual coaching a colleague in a required work skill
role plays to assess the individual’s ability to use:
active listening and open questioning techniques to confirm understanding of job tasks
key training techniques
use of problem-solving exercises so the individual can suggest ways of resolving performance problems or difficulties
written or oral questioning to assess knowledge of key training principles
review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.
Guidance information for assessment
The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:
SITXCOM201 Show social and cultural sensitivity
SITXMGT401 Monitor work operations.