Unit of competency details

Unit descriptor 

This unit describes the performance outcomes, skills and knowledge required to prepare and present information, activities and events to different customer groups.

This unit shares some outcomes with unit THTFTG06B Prepare and present tour commentaries or activities, in the THT02 Tourism Training Package.

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the unit 

This unit applies across a broad range of industry contexts and focuses on the need to use effective interpretation and communication techniques to ensure customer enjoyment and participation in activities or events. The unit goes beyond the delivery of a scripted commentary and requires significant creative input. Work is carried out autonomously within a framework of established guidelines for activity operations.

Skills for the development of activities are covered in CULMS506C Plan and develop activities, events and programs.

Prerequisite units 

Nil

Employability Skills 

The required outcomes described in this unit of competency contain applicable facets of Employability Skills. The Employability Skills Summary for the qualification in which this unit of competency is packaged, will assist in identifying Employability Skills requirements.

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

ELEMENT 

PERFORMANCE CRITERIA 

1 

Make preparations for the activity , event or program 

1.1

Confirm details of the specific information, activities or events  including objectives, target group and resources with relevant personnel

1.2

Plan the sequence and methods for delivering the information, activity or event to achieve aims and objectives

1.3

Prepare facilities, resources and support materials for the delivery of the information, activity or event

2 

Present information , activity or event 

2.1

Explain the objectives of the information, activity or event to the audience

2.2

Use interpretive and presentation techniques  combining entertainment and learning to enhance the quality of the customer experience

2.3

Tailor presentation to meet the specific needs of different customers , including appropriate language and depth and scope of information

2.4

Take account of different learning styles in presenting information

2.5

Present information in a manner which demonstrates cultural and social sensitivity and promotes the concept of sustainability

2.6

Ensure activity is conducted in accordance with legislative requirements

2.7

Take a systematic approach to the presentation of current, accurate and relevant information, and adjust based on audience response, unexpected events or changes in circumstances 

2.8

Encourage members of the audience to interact with the presenter, to ask questions and to seek clarification during the activity, event or program

2.9

Identify and resolve problems promptly, implement contingency plans or refer to appropriate personnel

3 

Evaluate the activity , event or learning program 

3.1

Seek participant feedback and reaction to the information, activity or event either formally or informally, in accordance with organisational procedures and evaluation methods 

3.2

Monitor participation levels and communicate information to relevant personnel

Required Skills and knowledge 

This section describes the skills and knowledge required for this unit.

Required skills 

• communication skills to apply a range of group presentation techniques, to adjust communication approaches to different situations and to provide an interactive experience
• planning and organisational skills to organise and prepare facilities, resources and other support materials
• problem-solving skills to identify and respond promptly to operational problems and develop appropriate responses
• literacy skills to interpret, use and tailor a wide range of support materials.

Required knowledge 

• subject matter around which the activity is developed
• available sources of expert advice on the relevant subject matter
• typical resources required for delivery of activities relevant to the workplace context

• presentation and interpretive techniques, including use of role-playing, storytelling, voice techniques, humour, sensory awareness exercises, visual aids and props, games and activities
• different learning styles and their application to different customer groups
• features of policies, procedures and practices relating to the provision of public activities, events and programs
• legislation that impacts on the delivery of activities, including child protection, copyright and Trade Practices
• occupational health and safety issues and regulations relevant to the workplace and activity context
• needs and expectation of different customer groups, including potential cross-cultural communication requirements
• cultural protocols to be observed in the delivery of activities
• ways in which sustainability can be promoted and integrated into activities.

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 use and adapt presentation styles and techniques to meet the needs of different customers
• knowledge of interpretation techniques
• presentation on more than one topic to ensure that skills can be adapted to different subject matter.

Context of and specific resources for assessment 

Assessment must ensure:

• presentation to and interaction with, a customer group of a size and nature that reflects a typical work environment
• access to a venue or site for the delivery of activity, program, event
• use of activity support materials.

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 presenting an activity
• evaluation of case studies to assess ability to tailor activities to different customer needs
• oral or written questioning to assess knowledge of interpretive and presentation techniques.

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

• CULMS004B Integrate knowledge of education and learning into museum activities
• CULMS506C Plan and develop activities, events and programs
• CUSGEN02B Work in a culturally diverse environment
• THTFTG14A Prepare specialised interpretive content (cultural and heritage environments).

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.

Activities or events  may include:

• guided tours
• exhibitions
• special occasions and festivals
• holiday or weekend activities
• performances e.g. theatre, film, music, dance, craft demonstrations, workshops
• scientific experiments
• excursions, field trips, site visits, guided tours
• school visit programs
• institution open days
• ceremonies
• school programs

Interpretive and presentation techniques  may include:

• role-playing
• storytelling
• voice techniques
• use of humour
• sensory awareness exercises
• use of visual aids and props
• games and activities
• interactive communication techniques
• use of audiovisual/new technology

Customers  may include:

• local community
• tourists
• families
• children, students, school groups
• elderly people
• people with disabilities who have special needs
• people of particular ethnic or cultural backgrounds
• people of Indigenous cultural background
• people with common professional backgrounds/special interests

Unexpected events or changes in circumstances  may relate to:

• systems failure
• changing weather conditions
• inappropriate audience behaviour
• cultural considerations
• emergencies
• re-assessment of customer interests or ability

Evaluation methods  may include:

• observation of audience reaction
• questioning of select members of the audience
• completion of audience response forms
• anecdotal evidence

Competency field 

Public Programs