Академический Документы
Профессиональный Документы
Культура Документы
This work has been produced with the assistance of funding provided by the
Commonwealth Government through the Department of Education and Training.
Table of Contents
Client and Customer Service ....................................................................................................... 5
SITXCCS001 Provide customer information and assistance ....................................................................................... 5
SITXCCS002 Provide visitor information ..................................................................................................................... 9
SITXCCS003 Interact with customers ........................................................................................................................ 13
SITXCCS004 Provide lost and found services ........................................................................................................... 17
SITXCCS005 Provide club reception services ........................................................................................................... 21
SITXCCS006 Provide service to customers ............................................................................................................... 25
SITXCCS007 Enhance customer service experiences .............................................................................................. 31
SITXCCS008 Develop and manage quality customer service practices .................................................................... 37
E-business................................................................................................................................... 74
SITXEBS001 Use social media in a business ............................................................................................................ 74
SITXEBS002 Develop, implement and monitor the use of social media in a business .............................................. 79
SITXEBS003 Build and launch a small business website .......................................................................................... 83
SITXWHS004 Establish and maintain a work health and safety system .................................................................. 279
Page 4 of 286
SITXCCS001
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
2. Assist customers.
Page 5 of 286
3. Seek feedback on
services.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement
SKILLS
DESCRIPTION
Oral communication
skills to:
Learning skills to:
RANGE OF CONDITIONS
Specifies different work environments and conditions that may affect performance. Essential operating
conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the
item, and local industry and regional contexts) are included.
Range is restricted to essential operating conditions and any other variables essential to the work environment.
Opportunities to
update and maintain
facility, product and
service knowledge
must include:
UNIT MAPPING
INFORMATION
LINKS
Page 6 of 286
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
Page 7 of 286
ASSESSMENT
CONDITIONS
LINKS
Page 8 of 286
SITXCCS002
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
2. Provide information to
visitors.
3. Seek feedback on
information provision.
Page 9 of 286
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement
SKILLS
DESCRIPTION
RANGE OF CONDITIONS
Specifies different work environments and conditions that may affect performance. Essential operating
conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the
item, and local industry and regional contexts) are included.
Range is restricted to essential operating conditions and any other variables essential to the work environment.
Opportunities to update
and maintain local area
knowledge must include
at least four of the
following:
UNIT MAPPING
INFORMATION
LINKS
Page 10 of 286
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
LINKS
Page 12 of 286
SITXCCS003
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
3. Provide feedback on
customer service.
Page 13 of 286
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
Oral communication
skills to:
RANGE OF CONDITIONS
Specifies different work environments and conditions that may affect performance. Essential operating
conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the
item, and local industry and regional contexts) are included.
Range is restricted to essential operating conditions and any other variables essential to the work environment.
Ways to communicate
with customers must
include:
UNIT MAPPING
INFORMATION
LINKS
communicating:
by telephone
electronically
face-to-face
showing interest in customer needs and maintaining a
welcoming customer environment during service delivery
through the use of:
appropriate voice tonality and volume
basic gestures
product information sheets.
colleagues
managers
supervisors.
SITXCCS202 Interact with customers
Companion Volume Implementation Guide:
http://www.serviceskills.com.au/resources
Page 14 of 286
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
LINKS
Page 16 of 286
SITXCCS004
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Determine and
record details of lost
or found item.
3. Complete end of
shift duties.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
Page 17 of 286
SKILLS
DESCRIPTION
Oral communication
skills to:
RANGE OF CONDITIONS
Specifies different work environments and conditions that may affect performance. Essential operating
conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the
item, and local industry and regional contexts) are included.
Range is restricted to essential operating conditions and any other variables essential to the work environment.
UNIT MAPPING
INFORMATION
LINKS
Page 18 of 286
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
Page 19 of 286
LINKS
Page 20 of 286
SITXCCS005
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Provide information
on club services and
process
memberships.
Page 21 of 286
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
UNIT MAPPING
INFORMATION
LINKS
Page 22 of 286
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
LINKS
Page 24 of 286
SITXCCS006
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Communicate with
internal and external
customers.
2. Follow defined
organisational
standards when
delivering service.
3. Provide service to
customers.
Page 25 of 286
4. Respond to
customer
complaints.
5. Provide internal
feedback on
customer service
practices.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
Self-management skills
to:
Technology skills to:
RANGE OF CONDITIONS
Specifies different work environments and conditions that may affect performance. Essential operating
conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the
item, and local industry and regional contexts) are included.
Range is restricted to essential operating conditions and any other variables essential to the work environment.
Medium of
communication must
include consideration of:
assistive technology
email or other electronic communication
face-to-face communication
fax
written messages for restaurant bookings or phone
messages
standard forms and pro formas
telephone
use of interpreters
two-way communication systems.
access of the sender and receiver to necessary equipment
and technology
Page 26 of 286
UNIT MAPPING
INFORMATION
LINKS
Page 27 of 286
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
Page 28 of 286
ASSESSMENT
CONDITIONS
LINKS
Page 30 of 286
SITXCCS007
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Provide a quality
service experience.
2. Proactively respond
to difficult service
situations.
Page 31 of 286
3. Resolve customer
complaints.
4. Develop customer
relationships.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
Oral communication
skills to:
Page 32 of 286
RANGE OF CONDITIONS
Specifies different work environments and conditions that may affect performance. Essential operating
conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the
item, and local industry and regional contexts) are included.
Range is restricted to essential operating conditions and any other variables essential to the work environment.
Organisational
constraints must involve
consideration of:
UNIT MAPPING
INFORMATION
LINKS
Page 33 of 286
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
Page 34 of 286
Page 35 of 286
ASSESSMENT
CONDITIONS
formality of language
clothing
methods of collecting feedback:
formal:
- surveys
- interviews
- structured questioning
informal:
- observation
- casual discussion
essential features, conventions and usage of different
types of communication techniques and equipment.
LINKS
Page 36 of 286
SITXCCS008
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Develop quality
customer service
practices.
2. Manage delivery of
quality service.
Page 37 of 286
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
Oral communication
skills to:
Numeracy skills to:
UNIT MAPPING
INFORMATION
LINKS
Page 38 of 286
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
Page 39 of 286
Page 40 of 286
ASSESSMENT
CONDITIONS
LINKS
Page 41 of 286
SITXCOM001
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Source information.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
Page 42 of 286
SKILLS
DESCRIPTION
Oral communication
skills to:
Learning skills to:
Self-management skills
to:
Technology skills to:
UNIT MAPPING
INFORMATION
LINKS
Page 43 of 286
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
Page 44 of 286
LINKS
Page 45 of 286
SITXCOM002
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Communicate with
customers and
colleagues from
diverse
backgrounds.
2. Address
cross-cultural
misunderstandings.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
Page 46 of 286
Oral communication
skills to:
UNIT MAPPING
INFORMATION
LINKS
Page 47 of 286
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
Page 48 of 286
ASSESSMENT
CONDITIONS
LINKS
Page 49 of 286
SITXCOM003
Provide a briefing or scripted commentary
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Present information
to group.
2. Enhance
presentation of
information.
FOUNDATION SKILLS
Page 50 of 286
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
UNIT MAPPING
INFORMATION
LINKS
Page 51 of 286
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
Page 52 of 286
LINKS
Page 53 of 286
SITXCOM004
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Source information
on appropriate
protocol
requirements.
3. Update knowledge
of protocol.
Page 54 of 286
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
Oral communication
skills to:
Self-management skills
to:
UNIT MAPPING
INFORMATION
LINKS
Page 55 of 286
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
Page 56 of 286
ASSESSMENT
CONDITIONS
LINKS
Page 57 of 286
SITXCOM005
UNIT TITLE
Manage conflict
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Identify conflict
situations.
1.1. Identify potential for conflict and take swift and tactful
action to prevent escalation.
1.2. Identify situations where personal safety of customers or
colleagues may be threatened and organise appropriate
assistance.
1.3. Identify and use resources to assist in managing conflict.
2.1. Establish and agree on the nature and details of conflict
with all parties and assess impact.
2.2. Manage conflict within scope of own role and
responsibilities, and according to organisational
procedures.
2.3. Take responsibility for seeking a solution to conflict within
scope of own role and responsibilities, seeking
assistance where required.
2.4. Identify and evaluate impact of conflict on business
reputation and legal liability.
2.5. Evaluate options to resolve the conflict, taking into
account organisational policies and constraints.
2. Resolve conflict.
Page 58 of 286
3. Evaluate conflict
resolution.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
RANGE OF CONDITIONS
Specifies different work environments and conditions that may affect performance. Essential operating
conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the
item, and local industry and regional contexts) are included.
Range is restricted to essential operating conditions and any other variables essential to the work environment.
UNIT MAPPING
INFORMATION
LINKS
Page 59 of 286
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
Page 60 of 286
ASSESSMENT
CONDITIONS
counsellors
internal security staff
mediators
other staff members
police
senior staff
communication techniques:
active listening
empathising with the person's situation while upholding
organisational policy
non-verbal communication and recognition of nonverbal signs
language style
questioning techniques
those appropriate to different social and cultural groups
organisational policies and procedures for complaint,
conflict and dispute resolution.
LINKS
Page 61 of 286
SITXCRI001
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
Crisis Management
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Identify and
acknowledge the
crisis.
Page 62 of 286
2. Provide customer
crisis care.
3. Organise services to
assist customer.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
Oral communication
skills to:
Numeracy skills to:
UNIT MAPPING
INFORMATION
LINKS
Page 63 of 286
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
Page 64 of 286
ASSESSMENT
CONDITIONS
Page 65 of 286
LINKS
Page 66 of 286
SITXCRI002
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
Crisis Management
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Identify and
acknowledge the
crisis.
2. Assess impacts on
the viability of the
business.
Page 67 of 286
3. Adapt business
operations to
manage the crisis.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
Oral communication
skills to:
Page 68 of 286
UNIT MAPPING
INFORMATION
LINKS
Page 69 of 286
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
Page 71 of 286
ASSESSMENT
CONDITIONS
legal representatives
suppliers
travel insurance providers
organisational documents to determine current financial
and operational status of a business:
brochures
budgets
business plans
current contracts relating to current financial and
operational business matters
customer surveys
financial reports and forecasting
product costings and published tariffs and price lists
reports
tenders, proposals or bids
terms and conditions for credit provision
provision of products and services to customers
possible recommendations to ensure financial viability of
businesses in continuity crisis:
cancelling impending departures to affected
destinations
cancelling unprofitable products or services
closing particular departments
moving premises to a less costly location
price rises or reductions
re-aligning product style and pricing to meet current
market needs
reducing staff hours, or staff redundancies
sale of equipment
scaling promotional activities up or down
temporary cancellation of products in affected
destinations
temporary closure of affected locations
formats for and inclusions in emergency operational plans
features and functions of financial software programs for
preparing and monitoring financial reports.
Page 72 of 286
LINKS
Page 73 of 286
E-business
SITXEBS001 Use social media in a business
UNIT CODE
UNIT TITLE
SITXEBS001
APPLICATION
PREREQUISTE UNIT
COMPETENCY FIELD
E-Business
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Prepare to use
social media.
Page 74 of 286
FOUNDATION SKILLS
Foundation skills essential to performance, but not explicit in the performance criteria are listed here, along
with a brief context statement.
SKILLS
DESCRIPTION
UNIT MAPPING
INFORMATION
LINKS
upload images, text files, PDF files, audio files, video files
and link associated files
import and export software functions
conduct online research for appropriate content.
No equivalent unit.
Companion Volume Implementation Guide:
http://www.serviceskills.com.au/resources
Page 75 of 286
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
duty of care
bullying and harassment policies
categories of social media responders specified in the
performance evidence and how to effectively engage with
them
types of crisis issues or conflicts that can arise on social
media locally, nationally and internationally
crisis management processes and chain of command
current tools that facilitate social listening/monitoring
current tools for social media scheduling
value of building a community of advocates on a social
media platform
importance of consumer reviews and user-generated
content
what makes good content for a social media community
sources of information for social media content:
compliments
complaints
images and photos
links to other websites
current trends
internet
how to and where to source photo content from the
internet
importance of tone in online communication:
conversation
broadcasting
customer behaviour in relation to social media use
characteristics of a well written blog.
Page 77 of 286
LINKS
Page 78 of 286
SITXEBS002
Develop, implement and monitor the use of social media in a
business
This unit describes the performance outcomes, skills and
knowledge required to manage the development and
implementation of social media in a business and monitor its
effectiveness. It requires an understanding of social media
tools and platforms in order to develop a social media plan,
and supporting organisational policies for social media use.
This unit does not address the skills and knowledge required
to set up social media accounts or its day-to-day business use.
The unit is relevant to businesses operating in many industry
contexts, including the tourism, travel, hospitality, events and
other service industry sectors.
It applies to owners or managers of businesses who are
responsible for the planning, development and monitoring of
social media use in a business context.
PREREQUISTE UNIT
COMPETENCY FIELD
E-business
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Determine social
media requirements.
3. Develop a social
media plan.
Page 79 of 286
4. Implement social
media plan.
5. Evaluate social
media effectiveness.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
Oral communications
skills to:
UNIT MAPPING
INFORMATION
LINKS
Page 80 of 286
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
unhappy customer
types of social media conflicts and complaints and
appropriate responses
crisis management processes and chain of command
current tools that facilitate social media listening
reports for monitoring social media activity
value of building a community of advocates on a social
media platform
importance of consumer reviews and user-generated
content
policy and procedure development
organisational marketing and promotional plans.
LINKS
Page 82 of 286
SITXEBS003
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
E-business
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Plan website
structure.
2. Develop website
content.
Page 83 of 286
3. Create website
pages.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
UNIT MAPPING
INFORMATION
LINKS
Page 84 of 286
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
Page 85 of 286
navigation buttons
privacy and confidentiality requirements
search facility
security requirements
shopping cart facilities
text and tags in hypertext markup language (HTML)
thumbnails
factors which impact ease of operation of website:
navigation
site download time
time to download files
key features and functions of a marketing-oriented website
features of browsers, search engines and web crawlers,
and how they impact on website design, decisions and
meta-tags
relationships between content and site design
possible inclusions in page presentation:
animated sequences
bulleted or numbered lists
colour
downloadable files
fonts and font sizes
images, photographs and graphics
interactive forms for bookings or enquiries
movie sequence
plugins
sound
tables
techniques for using colour and enhancing text in a
website
techniques for manipulating digital images and graphics,
and their insertion into a website
functions and features of micro-content elements:
headings
highlighted words
hyperlink text
underlying impact of HTML and cascading style sheets on
site design
features and uses of frames, forms and tables in a website
components of linked web pages:
fully qualified uniform resource locator (URL) link to a
page on another website
relative links, between a page and the home page
privacy issues, codes of practice and legislative
requirements in relation to website development:
Organisation for Economic Cooperation and
Development (OECD) Guidelines for Consumer
Protection in the Context of Electronic Commerce
World Wide Web Consortium (W3C) guidelines
copyright laws
defamation laws
Page 86 of 286
ASSESSMENT
CONDITIONS
LINKS
Page 87 of 286
FIN Finance
SITXFIN001 Process financial transactions
UNIT CODE
SITXFIN001
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
Finance
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Process customer
payments.
2. Reconcile takings.
Page 88 of 286
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
UNIT MAPPING
INFORMATION
LINKS
Page 89 of 286
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
Page 90 of 286
ASSESSMENT
CONDITIONS
LINKS
Page 91 of 286
SITXFIN002
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
Finance
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
Page 92 of 286
UNIT MAPPING
INFORMATION
LINKS
Page 93 of 286
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
Page 95 of 286
ASSESSMENT
CONDITIONS
LINKS
Page 96 of 286
SITXFIN003
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
Finance
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Allocate budget
resources.
2. Monitor financial
activities against
budget.
Page 97 of 286
4. Complete financial
and statistical
reports.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement
SKILLS
DESCRIPTION
Oral communication
skills to:
Numeracy skills to:
UNIT MAPPING
INFORMATION
LINKS
Page 98 of 286
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
Page 99 of 286
ASSESSMENT
CONDITIONS
LINKS
SITXFIN004
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
Finance
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Prepare budget
information.
2. Prepare budget.
3. Finalise budget.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement
SKILLS
DESCRIPTION
Oral communication
skills to:
Numeracy skills to:
UNIT MAPPING
INFORMATION
LINKS
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
LINKS
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
LINKS
SITXFIN005
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
Finance
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Develop practices
for systematic
maintenance, repair
and purchase of
physical assets.
3. Coordinate financing
and purchase of
physical assets.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
Oral communication
skills to:
Numeracy skills to:
Learning skills to:
Problem-solving skills to:
Initiative and enterprise
skills to:
Teamwork skills to:
UNIT MAPPING
INFORMATION
LINKS
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
LINKS
SITXFIN006
UNIT TITLE
Manage revenue
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
Finance
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
2. Make pricing
decisions.
3. Implement pricing
decisions.
4. Monitor pricing
initiatives.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
UNIT MAPPING
INFORMATION
LINKS
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
LINKS
SITXFSA001
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
Food Safety
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Follow hygiene
procedures and
identify food
hazards.
3. Prevent food
contamination.
4. Prevent
cross-contamination
by washing hands.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
Oral communication
skills to:
UNIT MAPPING
INFORMATION
LINKS
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
LINKS
SITXFSA002
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
Food Safety
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
6. Dispose of food
safely.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
UNIT MAPPING
INFORMATION
LINKS
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
LINKS
SITXFSA003
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
Food Safety
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Transport food
safely and
hygienically.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
UNIT MAPPING
INFORMATION
LINKS
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
LINKS
SITXFSA004
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
Food Safety
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Evaluate
organisational
requirements for
food safety program.
3. Implement food
safety program.
4. Participate in food
safety audit.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
Oral communication
skills to:
Numeracy skills to:
UNIT MAPPING
INFORMATION
LINKS
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
audit
cleaning and sanitation
communication
contingency management
corrective actions
equipment maintenance
evaluation
food:
- supply
- receiving
- storage
- preparation
- display
- service
- disposal
hazards:
- control methods for each critical point
- corrective actions
- systematic monitoring of hazard controls and
record keeping
personal considerations:
- dress
- hygiene
- protective equipment and clothing
pest control
record maintenance
training
food safety monitoring techniques:
bacterial swabs and counts
checking and recording that food is stored in
appropriate timeframes
chemical tests
monitoring and recording food temperatures using a
temperature measuring device accurate to plus or
minus one degree Celsius
monitoring and recording temperature of cold and hot
storage equipment
visually examining food for quality review
food safety management documents:
audit reports
audit tables
customer complaint forms
documented food safety program
food flow diagrams
food production records
hazard analysis table
incident reports where food hazards are found not to
be under control
policies, procedures and product specifications
records of the monitoring of hazard controls:
- any record required by local legislation
ASSESSMENT
CONDITIONS
- illness register
- list of suppliers
- temperature control data
- training logs
verification records
HACCP or other food safety system principles, procedures
and processes as they apply to particular operations and
different food types:
critical control points for the specific food production
system and the predetermined methods of control,
especially time and temperature controls used in the
storage, preparation, display, service and cooking,
cooling and transporting of food
methods of food storage, production, display, service
and cooking, cooling and transporting, especially,
appropriate temperature levels for each of these
processes
main types of safety hazards and contamination
conditions for development of microbiological
contamination
environmental conditions and, temperature controls, for
storage
temperature danger zone and the two-hour and fourhour rule
choice and application of cleaning, sanitising and pest
control equipment and materials
high risk customer groups who are more susceptible to
harm from food contamination:
children or babies
pregnant women
aged persons
people with immune deficiencies or allergies
unwell persons.
LINKS
SITXGLC001
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Research
information required
for legal compliance.
2. Develop and
communicate
policies and
procedures for legal
compliance.
3. Ensure compliance
with legal
requirements.
4. Maintain personal
and organisational
knowledge of
regulatory
requirements.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
Oral communication
skills to:
Problem-solving skills to:
Planning and organising
skills to:
UNIT MAPPING
INFORMATION
LINKS
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
LINKS
lawyers
local, state, territory or commonwealth government
departments or regulatory agencies.
SITXHRM001
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Prepare for
on-the-job coaching.
2. Coach colleagues
on-the-job.
3. Follow up coaching.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
Oral communication
skills to:
Numeracy skills to:
UNIT MAPPING
INFORMATION
LINKS
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
LINKS
SITXHRM002
UNIT TITLE
Roster staff
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Develop staff
rosters.
2. Present and
communicate
rosters.
3. Maintain rostering
records.
4. Evaluate rosters.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
Oral communication
skills to:
Numeracy skills to:
UNIT MAPPING
INFORMATION
LINKS
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
- study
recreation
industry sector:
role of rosters and their importance in controlling staff
costs
system capabilities and functions of rostering software
programs
different formats for and inclusions of staff rosters
different methods used to communicate rosters, both
electronic and paper-based
specific organisation:
social, cultural and skills mix of the team to be rostered
full details of human resource policies and procedures
that cover leave provisions and socio-cultural issues
operational requirements of the business activity,
department or event subject to rostering
wage budget for the business activity, department or
event subject to rostering.
LINKS
SITXHRM003
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Model high
standards of
performance and
behaviour.
2. Develop team
commitment and
cooperation.
3. Manage team
performance.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
Oral communication
skills to:
Planning and organising
skills to:
UNIT MAPPING
INFORMATION
LINKS
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
LINKS
SITXHRM004
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Identify recruitment
needs.
2. Administer
recruitment.
3. Select staff.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
Oral communication
skills to:
Numeracy skills to:
UNIT MAPPING
INFORMATION
LINKS
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
- rights
enterprise:
- culture
- goals
- objectives
- responsibilities
- vision
key organisational policies and procedures
industrial arrangements for the organisation
orientation of:
- departmental locations and equipment
- staff amenities
- off-site operations
- whole of business premises
organisational charts
payroll information:
- awards and applicable pay rates
- superannuation
- wage payments
policies and procedures specific to the job role
work health and safety information.
LINKS
SITXHRM005
UNIT TITLE
Manage volunteers
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Research, determine
and define needs for
volunteer
involvement.
2. Undertake volunteer
recruitment.
3. Maximise volunteer
retention.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
Oral communication
skills to:
UNIT MAPPING
INFORMATION
LINKS
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
LINKS
SITXHRM006
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Monitor staff
performance and
provide feedback.
2. Recognise and
resolve performance
problems.
3. Implement
performance
management
systems.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
Oral communication
skills to:
Problem-solving skills to:
UNIT MAPPING
INFORMATION
LINKS
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
adjusting workload
agreeing on short-term goals for improvement
assisting with problems outside of the workplace
reorganising work practices
performance appraisal practices:
reasons for performance appraisal
format for, and inclusions of, performance appraisal
documents
methods of appraising performance
specific organisation:
procedures for performance appraisal interviews
procedures for formal performance management and
counselling sessions:
- formal notification to staff member and
management
- invited participation of appropriate people
- organisation of appropriate location for counselling
session
grievance procedures.
LINKS
INV Inventory
SITXINV001 Receive and store stock
UNIT CODE
SITXINV001
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
Inventory
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Take delivery of
stock.
2. Store stock.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
UNIT MAPPING
INFORMATION
LINKS
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
LINKS
SITXINV002
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
Inventory
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Store supplies in
appropriate
conditions.
2. Maintain perishable
supplies at optimum
quality.
3. Check perishable
supplies and dispose
of spoilt stock.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
Oral communication
skills to:
Numeracy skills to:
Technology skills to:
UNIT MAPPING
INFORMATION
LINKS
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
LINKS
SITXINV003
UNIT TITLE
Purchase goods
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
Inventory
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Determine
purchasing
requirements.
2. Source suppliers
and discuss
requirements.
3. Assess quality of
goods and make
purchase.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
Oral communication
skills to:
Numeracy skills to:
Initiative and enterprise
skills to:
Teamwork skills to:
UNIT MAPPING
INFORMATION
LINKS
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
passenger itineraries
passenger lists
recipes
reservation profiles
rooming lists
standard yields
goods that need to be purchased by a business:
alcoholic or non-alcoholic beverages
cleaning agents and chemicals
customer travel products:
- luggage labels
- travel bags
- travel wallets
- tickets
- vouchers
event supplies
food:
- dairy products
- dry goods
- fresh goods
- frozen goods
- fruit or vegetables
- meat, poultry or seafood
fuel:
- aircraft
- coaches
- hire cars
- vessels
general stores
housekeeping supplies
linen
merchandise
uniforms
considerations in determining quality and suitability of
stock on hand:
ability to meet customer requirements:
- numbers
- special dietary requirements
- special requests
ability to meet requirements of:
- event
- menu
- recipe
- touring itinerary
for food:
- currency of best by or use by dates
- freshness
- size
- weight
- numbers of goods on hand
organisational procedures for the supply of goods:
ASSESSMENT
CONDITIONS
LINKS
SITXINV004
UNIT TITLE
Control stock
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
Inventory
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
2. Process stock
orders.
3. Minimise stock
losses.
4. Follow up orders.
5. Organise and
administer
stocktakes.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
Oral communication
skills to:
Numeracy skills to:
UNIT MAPPING
INFORMATION
LINKS
calculate:
supplier costs and complex order costs
complex details of stock on hand and stock losses and
produce complex numerically-based reports
reconcile incoming stock and invoices against purchase
orders.
direct staff on ordering responsibilities and supervise staff
participation in stocktakes.
efficiently order and maintain stock so that stock levels
meet organisational requirements.
use a computer, keyboard and stock control software
use electronic stock control equipment.
SITXINV401 Control stock
Companion Volume Implementation Guide:
http://www.serviceskills.com.au/resources
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
LINKS
SITXINV005
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
Inventory
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Determine stock
requirements.
2. Establish optimum
supply
arrangements.
3. Develop and
implement stock
control systems.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
UNIT MAPPING
INFORMATION
LINKS
Oral communication
skills to:
Numeracy skills to:
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
grade
numbers to be purchased
product name
quality
required labelling
size
special instructions or requirements
storage procedures
upper purchase price barrier
use for product
weight
reasons for stock loss and damage and methods to control
these
stock control systems:
bin card system
imprest system
integrated point-of-sale system
ledger system
stock control procedures and template documents and
reports for:
ordering
levels
loss
performance
monitoring of quality
receipt
reorder cycles
rotation
security
stocktakes
valuation
wastage
storage requirements for different kinds of stock:
use of stock control equipment and software where
appropriate
special control systems:
controlling ordering quantities
maintaining correct environmental conditions for the
storage of perishable foodstuffs:
- temperature
- light
- humidity
procedures for:
correct handling of perishables to avoid spoilage of
stock
issue quantities
issuing only to authorised persons
stock transfer to other departments
requisitioning
segregated storage of non-food items from food items
that have potential to cross-contaminate
Page 189 of 286
ASSESSMENT
CONDITIONS
LINKS
SITXLAN001
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Initiate
communication.
2. Communicate in a
language other than
English to support
routine workplace
activities.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
UNIT MAPPING
INFORMATION
LINKS
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
LINKS
SITXLAN002
Conduct routine oral communication in a language other than
English
This unit describes the performance outcomes, skills and
knowledge required to understand and use a language for
routine communication. It covers speaking and listening skills
required to conduct routine tasks and provide simple factual
information and instructions.
There is no direct parity with any formal language proficiency
ratings or assessment framework, but this unit broadly relates
to International Second Language Proficiency Ratings (ISLPR)
1+ to 2.
The unit applies to all industry contexts and to individuals
working at different levels of responsibility. This could include
frontline, supervisory or management personnel.
This unit can be used for the assessment of routine oral
proficiency in any language other than English. This unit does
not prepare individuals for the role of a translator or interpreter.
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Conduct routine
transactions in a
language other than
English.
2. Give simple
directions and
instructions using a
language other than
English.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
UNIT MAPPING
INFORMATION
LINKS
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
LINKS
SITXLAN003
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Converse with
others in a language
other than English.
2. Provide detailed
information and
advice in a language
other than English.
3. Respond to
unpredictable
situations and
problems using a
language other than
English.
4. Conduct
negotiations at a
functional level in a
language other than
English.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
UNIT MAPPING
INFORMATION
LINKS
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
LINKS
SITXLAN004
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Conduct
negotiations in a
language other than
English.
2. Deliver
presentations using
a language other
than English.
3. Participate in social
and cultural activities
using a language
other than English.
4. Provide summaries
of oral
communication in a
language other than
English.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
UNIT MAPPING
INFORMATION
LINKS
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
LINKS
SITXLAN005
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Read workplace
documents written in
a language other
than English.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
Oral communication
skills to:
Learning skills to:
UNIT MAPPING
INFORMATION
LINKS
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
LINKS
SITXLAN006
Read and write documents in a language other than English
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Read workplace
documents written in
a language other
than English.
2. Provide informal
written translations
using a language
other than English.
3. Write workplace
documents in a
language other than
English.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
UNIT MAPPING
INFORMATION
LINKS
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
LINKS
SITXMGT001
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
UNIT MAPPING
INFORMATION
LINKS
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
LINKS
SITXMGT002
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Build business
relationships.
2. Conduct
negotiations.
3. Make formal
business
agreements.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
Oral communication
skills to:
Numeracy skills to:
UNIT MAPPING
INFORMATION
LINKS
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
LINKS
SITXMGT003
UNIT TITLE
Manage projects
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Define project
scope.
2. Develop project
plan.
3. Administer and
monitor project.
4. Evaluate project.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
UNIT MAPPING
INFORMATION
LINKS
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
media
regulatory authorities
sponsors.
LINKS
SITXMPR001
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Plan production of
brochures and
marketing materials.
2. Produce information
for inclusion.
5. Coordinate
production of
brochures and
marketing materials.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
Oral communication
skills to:
Numeracy skills to:
UNIT MAPPING
INFORMATION
LINKS
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
LINKS
SITXMPR002
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Make preparations
for display or stand.
2. Create display.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
UNIT MAPPING
INFORMATION
LINKS
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
LINKS
SITXMPR003
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
Oral communication
skills to:
Numeracy skills to:
UNIT MAPPING
INFORMATION
LINKS
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
LINKS
SITXMPR004
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
2. Undertake a general
public relations role.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
UNIT MAPPING
INFORMATION
LINKS
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
financial statistics
marketing reports
marketplace trends
sales reports
considerations in evaluating the suitability of marketing
activities:
consistency with overall marketing direction
exposure to be achieved
matching of attendees to target markets
resource considerations:
- financial
- human
timing of activity or event
operational details relevant to the coordination of
marketing activities:
administrative and procedural requirements
availability of promotional materials
available technology
contracting of other services
equipment requirements
need for external assistance
potential for cooperative approaches
public relations implications
staffing requirements and briefings
strategies to ensure maximum benefits
travel arrangements
legal issues that impact on the marketing of products and
services
ethical considerations for marketing activities:
appropriate use of images and text
protection of children
targeting of particular groups in the community
sustainability considerations for marketing activities:
reducing waste of printed materials
sustainability as a marketing tool.
LINKS
SITXMPR005
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Evaluate online
cooperative
marketing initiatives.
2. Provide online
content in
appropriate format
and style.
3. Use remote
authoring to update
content.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
UNIT MAPPING
INFORMATION
LINKS
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
LINKS
SITXMPR006
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Determine
sponsorship
requirements and
opportunities.
2. Source sponsorship.
3. Service sponsors.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
Oral communication
skills to:
Numeracy skills to:
UNIT MAPPING
INFORMATION
LINKS
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
LINKS
SITXMPR007
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
3. Develop marketing
strategies.
4. Prepare marketing
plan.
5. Implement and
monitor marketing
activities.
6. Conduct ongoing
evaluation.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
UNIT MAPPING
INFORMATION
LINKS
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
LINKS
SITXMPR008
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Analyse tender
requirements and
organisational
capacity to meet
them.
3. Prepare written
proposal.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
UNIT MAPPING
INFORMATION
LINKS
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
LINKS
SITXWHS001
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Work safely.
2. Follow procedures
for emergency
situations.
3. Participate in
organisational WHS
practices.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
Oral communication
skills to:
Reading skills to:
UNIT MAPPING
INFORMATION
LINKS
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
LINKS
SITXWHS002
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Identify hazards.
3. Eliminate or control
the risk.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
Oral communication
skills to:
UNIT MAPPING
INFORMATION
LINKS
score the risks and calculate an overall risk level for the
identified hazard.
actively and cooperatively participate in group risk
assessments
suggest effective controls while incorporating the views of
other people in the workplace.
SITXWHS301 Identify hazards, assess and control safety risks
Companion Volume Implementation Guide:
http://www.serviceskills.com.au/resources
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
LINKS
SITXWHS003
UNIT TITLE
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Provide information
on health, safety and
security.
2. Monitor safe work
practices.
3. Coordinate
consultative
arrangements for the
management of
health, safety and
security issues.
4. Implement and
monitor procedures
for identifying
hazards, and
assessing and
controlling risks.
5. Implement and
monitor health,
safety and security
training.
6. Maintain WHS
records and reports.
FOUNDATION SKILLS
This section describes those language, literacy, numeracy and employment skills that are essential to
performance. Foundation skills essential to performance in this unit, but not explicit in the performance criteria
are listed here, along with a brief context statement.
SKILLS
DESCRIPTION
Oral communication
skills to:
UNIT MAPPING
INFORMATION
LINKS
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
LINKS
SITXWHS004
APPLICATION
PREREQUISITE UNIT
COMPETENCY FIELD
UNIT SECTOR
Cross-Sector
ELEMENTS
PERFORMANCE CRITERIA
1. Establish and
maintain a
framework for
health, safety and
security.
2. Establish and
maintain consultative
arrangements for the
management of
health, safety and
security.
3. Establish and
maintain practices
for identifying
hazards, and
assessing and
controlling risks.
4. Evaluate
organisational
health, safety and
security system.
FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS
DESCRIPTION
Oral communication
skills to:
UNIT MAPPING
INFORMATION
LINKS
TITLE
PERFORMANCE
EVIDENCE
KNOWLEDGE
EVIDENCE
ASSESSMENT
CONDITIONS
LINKS