Unit of competency Outline

Date retreived
22/07/2026 9:49 PM AWST

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Lead tour groups

Lead tour groups

Unit of competency
National Code
SITTGDE303
State Code
WF691
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
18/01/2013
View on TGA
State Implementation and Classification
Approved Date
06/02/2014
Field of Education
080701 - Tourism
Original Release Date
06/02/2014
Nominal Hours
30
Description
This unit describes the performance outcomes, skills and knowledge required to coordinate a group of customers. It focuses on the communication and leadership skills required by guides, and the ability to coordinate the physical movement of groups.
Notes
Elements and Performance Criteria
1. Coordinate group movements.
  • 1.1 Maintain tour schedule through effective communication with the group.
  • 1.2 Use techniques to promptly attract group attention when required.
  • 1.3 Courteously advise group about ways in which minimum disruption and disturbance can be caused to other people and the environment.
  • 1.4 Complete physical group movements in an orderly manner, checking group numbers at appropriate times.
  • 1.5 Advise customers of procedures if they become separated from the group.
  • 1.6 Provide instructions in a manner and pace appropriate to the group and encourage customers to seek clarification where necessary.
  • 1.7 Locate lost or late group members, ensure they rejoin the group and are advised of future need to comply with group movements.
2. Encourage group morale and goodwill.
  • 2.1 Use techniques to build group cohesion during the tour.
  • 2.2 Balance the needs of individuals and the group in the conduct of the tour.
  • 2.3 Respond to group problems in a manner likely to optimise the goodwill and morale of the group.
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.
Techniques to build group cohesion may include:
encouraging interaction between group members
focusing the group on shared experiences
group activities or games
inviting individuals to address the group
using seat rotation systems
using the skills of individual group members in the operation of the tour.
Group problems may involve:
interpersonal issues:
customers who cause disruption and disturbance to others
dissatisfaction with the tour
dominant customers
negative customers
perception of favouritism by guide
personal conflict between customers
subgroups or cliques within the group
operational issues:
overcrowding
scheduling
lost customers.
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:
coordinate group movements, using communication and leadership techniques that build group cohesion
lead multiple group tours or activities of a duration that reflects local industry product and practice, and of sufficient duration to allow the individual to demonstrate techniques to build group cohesion
demonstrate knowledge of the range of conflict and people management issues that could arise during group tours or activities.
Context of and specific resources for assessment
Assessment must ensure use of:
touring environments that reflect that nature of tours commercially available in the relevant city or region
real or simulated touring activities
a group of customers for whom the individual can act as guide.
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’s ability to coordinate the movement of groups by participating in tours conducted by the individual
direct observation of the individual’s people management skills during the operation of group tours
questioning group tour members about the individual’s clarity of communication and leadership skills
use of case studies and problemsolving to evaluate ability to apply solutions to different group conflicts and difficulties
written or oral questioning to assess knowledge of conflict resolution, leadership and group motivation techniques and procedures relevant to the movement of tour groups
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:
SITTGDE304 Prepare and present tour commentaries or activities
SITTGDE401 Coordinate and operate tours
SITTGDE402 Manage extended touring programs
SITXCOM202 Provide a briefing or scripted commentary.
Replaces
State Code National Code Title Type
S6437 SITTGDE004A Lead tour groups Unit of competency
Replaced By
State Code National Code Title Type
AWR22 SITTGDE004 Lead tour groups Unit of competency