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.
Social and cultural differences may relate to:
age
colour
criminal conviction
customs, beliefs and values
English language ability
family and social obligations and status
family structure
forms of address
gender
industrial activity or inactivity
language spoken
levels of formality or informality
marital status
national origin
observance of special religious, feasts or other celebratory days
personal grooming, including dress and hygiene habits
physical features
physical or mental disability or impairment
physical or mental illness
political belief or activity
race
religious belief or activity
sexual preference
status as a parent or carer
varied cultural interpretation of nonverbal behaviour
work ethics.
Attempts to overcome language barriers may involve:
communicating through the use of:
gestures
signs
sign language
simple words in English or the other person’s language
giving simple directions
giving simple instructions.
Assistance may be obtained from:
colleagues
government agencies
diplomatic services
disability advocacy groups
educational institutions
interpreter services
local cultural organisations
reference books.

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:
communicate with colleagues and customers from diverse range of social and cultural groups with respect and sensitivity
integrate knowledge of different cultures and cultural characteristics when communicating with colleagues and customers.
Context of and specific resources for assessment
Assessment must ensure use of:
a real or simulated tourism, hospitality or events industry business activity where communication with socially diverse customers and colleagues takes place
current workplace antidiscrimination policies
plain English documents issued by government regulators that provide information on antidiscrimination laws
others 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, using role plays, of the individual interacting with colleagues and customers from diverse social and cultural backgrounds
exercises and activities to assess the individual’s ability to recognise the general characteristics of diverse colleagues and customers
use of problem-solving exercises so the individual can suggest ways of resolving difficulties or misunderstandings
written or oral questioning to assess knowledge of antidiscrimination laws and workplace policies
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:
SITHACS201 Provide porter services
SITHACS303 Provide accommodation reception services
SITXCCS101 Provide information and assistance
SITXCCS201 Provide visitor information
SITXCCS202 Interact with customers
SITXCCS301 Provide lost and found services
SITXCCS302 Provide club reception services
SITXCCS303 Provide service to customers
SITXLAN21__ Conduct basic workplace oral communication in a language other than English.