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Evidence Guide: CULMS202C - Provide visitors with venue information and assistance

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

CULMS202C - Provide visitors with venue information and assistance

What evidence can you provide to prove your understanding of each of the following citeria?

Access and update information

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Source and access informationon facilities and services available within the organisation in accordance with organisational systems

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Incorporate information into day-to-day contact with visitors to support the quality of service standards within the organisation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Share information with colleagues to support the efficiency and quality of service

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and use opportunities to update and maintain facility and service knowledge

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information about services and facilities

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Pro-actively identify information and assistance needs of different customers, including those visitors with specific needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide accurate information and assistance in a clear, concise, courteous and culturally appropriate manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Where appropriate, assist and/or instruct to visitors in the use of equipment and facilities or refer to appropriate colleagues

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Where appropriate, refer enquiries to other areas of the organisation or to external organisations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Promote internal products and services to visitors using appropriate customer service skills

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek feedback on services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Pro-actively seek feedback and comment on services from visitors

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Observe visitor behaviour and interest to inform organisational evaluation processes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow appropriate procedures where formal evaluation mechanisms are in place

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information on visitor feedback to appropriate colleagues

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

ability to access appropriate information on services and facilities

ability to communicate information and assist visitors in a friendly and culturally appropriate manner

demonstration of skills on multiple occasions or in response to multiple requests to reflect breadth of knowledge and ability to respond to different situations.

Context of and specific resources for assessment

Assessment must ensure:

interaction with others to reflect the customer service and communication skills in this unit

access to typical information storage systems.

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 questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate

direct observation of the candidate providing information and assistance to visitors, including those with special needs

evaluation of responses prepared by the candidate to meet a range of different information needs

review of information manuals or notes kept by the candidate

oral or written questioning to assess knowledge of facilities and services.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

other customer service units.

Required Skills and Knowledge

Required skills

communication and interpersonal skills to interact in a courteous and friendly way with customers

research skills to source information on a predictable range of customer requests

literacy skills to understand, interpret and orally communicate venue information and promotional material.

Required knowledge

sources of information on the organisation's services and facilities

typical information systems used within museum organisation

organisation's general services plus ancillary and temporary services e.g. parking, retail outlets, temporary exhibitions

facilities, services and procedures for those with specific needs

customer service standards within the organisation

organisational procedures and practices relating to the provision of services and information

available sources of advice and referral

safety and emergency procedures for visitors, colleagues and self.

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, 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.

Information on facilities and services may relate to:

opening hours

access

pricing

ticket sales

cloaking

directions, location of facilities,

guided tours, audio tours, special activities

retail, food and beverage services

venue hire and functions

car parking

Opportunities to update and maintain facility and service knowledge may include reference to:

staff noticeboards

leaflets and brochures

team meetings

internal newsletters

discussions with colleagues

Information may be provided:

face-to-face

by phone

by mail

electronically

Visitors may be individuals or groups and may include:

domestic and international tourists

the general community

special needs groups

users of the institution's services

affiliated and special interest groups

sponsors and donors

Visitors with specific needs may include:

those with a disability

those with special cultural needs

first-time visitors

parents with young children

unaccompanied children

aged people

school groups

VIPs

Feedback may be obtained through:

informal contact/discussion with visitors

surveys

interviews

observation of visitor behaviour