Unit 5: Communication skills in leisure and tourism (LEVEL 1)

Transcription

1 Unit 5: Communication skills in leisure and tourism (LEVEL 1) Learning outcomes By completing this unit, candidates will demonstrate knowledge, understanding and skills to help them communicate effectively with others in leisure and tourism settings. They will be able to use written and oral skills appropriately. They will demonstrate the ability to extract relevant information and present information accurately. Candidates will demonstrate the ability to use language appropriately, both written and verbal. Assessment objectives 1 Illustrate how communication takes place in leisure and tourism 2 Demonstrate oral communication in one face to face situation and one telephone situation 3 Provide two examples of written communication Knowledge, understanding and skills Oral communication: face to face, eg serving a customer, guiding a tour group telephone, eg taking a booking, giving information Examples of written communication: responding to a letter sending an /fax writing an itinerary Oral communication Examples of verbal communication: greeting providing information listening closure Examples of non-verbal communication: eye contact gestures posture Examples of face to face situations: leading/assisting a coaching session giving information to a customer Examples of telephone situations: taking a booking giving information to a customer Examples of written communication: a poster a risk assessment a customer file an accident report form an itinerary an /fax OCR Level 1 Nationals in Leisure and Tourism 1

2 Assessment objectives 4 Review own communication skills used in Assessment Objectives 2 and 3 Knowledge, understanding and skills Review oral communication skills in terms of: pace tone body language formality/informality overall clarity of information Review written communication skills in terms of: layout spelling, punctuation, grammar use of terminology/jargon formality/informality legibility overall clarity of information Assessment This unit is centre assessed and externally moderated. In order to achieve this unit candidates must produce a portfolio of evidence showing that they have met all of the assessment objectives. Portfolios of work must be produced independently. They will need to be made available, together with witness statements and any other supporting documentation, to the OCR Visiting Moderator when required. Centres must confirm to OCR that the evidence produced by candidates is authentic. An OCR Centre Authentication Form is provided in the Centre Handbook and includes a declaration for assessors to sign. It is a requirement of the QCA Common Criteria for all Qualifications that proof of authentication is received. Guidance on assessment and evidence requirements This unit is concerned with the acquisition of generic skills that candidates will be able to transfer to numerous working environments in leisure and tourism. Candidates should carry out their activities and behave in a way that would be acceptable in the workplace. Candidates may provide portfolio evidence for all of the assessment objectives in this unit using a range of presentation techniques. This may include assessor testimony/witness statements logbooks, diaries, the use of video, audio and presentation software, posters/charts, written work. Where video and/or audio evidence is provided this must be supported by assessor testimony/witness statements. Where candidates demonstrate competence, centres should record skills demonstrated on appropriate recording documentation. 2 OCR Level 1 Nationals in Leisure and Tourism

3 Signposting to s The unit contains opportunities for developing the, and possibly for generating portfolio evidence, if teaching and learning is focused on that aim. C1.1 N1.1 ICT1.1 WO1.1 LP1.1 PS1.1 C1.2 N1.2a ICT1.2 WO1.2 LP1.2 PS1.2 C1.3 N1.2b ICT1.3 WO1.3 LP1.3 PS1.3 N1.2c N1.3 Mapping to National Occupational Standards There is no overlap between National Occupational Standards and this unit. Resources This section provides suggestions of suitable resources. The list is neither prescriptive nor exhaustive, and candidates should be encouraged to gather information from a variety of sources. Some suggested resources are intended for Tutor use. The resources in this section were current at the time of production. Books Blohowiak, D. & Karr, R. (1997) Borrington, K. & Stimpson, P. (2002) Bruce, A. & Langden, K. (2002) Canwell, D. & Sutherland, J. (2003) Condrill, J. & Bough, B. (1999) Evans, D. (1990) Hadfield, G. (1999) Hall, D. et al (2002) Hayward, P. (2000) The Complete Idiot s Guide to Customer Service Alpha Books Business Studies now for GCSE CNP Books Putting Customers First Dorling Kindersley Leisure and Tourism GCSE Nelson Thornes 101 ways to Improve your Communication s Goalminds People, Communications and Organisations 2nd Ed. Prentice Hall Beginners Communication Games Longman Business Studies Heinemann Intermediate GNVQ Leisure and Tourism Heinemann OCR Level 1 Nationals in Leisure and Tourism 3

4 Outhart, T. & Taylor, L. (2000) Tierney, E. (1997) Various authors (various dates) Leisure and Tourism HarperCollins 30 minutes to improve your Communication s Kogan Page Management Pocketbooks Communicator s Pocketbook Customer Service Pocketbook Decision Making Pocketbook Discover It Pocketbook Video Arts CDRoms/DVDs/Television Programmes/Videos Keeping the customer satisfied (1996). TV Choice Various DVDs on communication from Video Arts Websites BBC Education. URL: A good section on communicating at work. 4 OCR Level 1 Nationals in Leisure and Tourism

5 Grading Assessment Objective AO1 Illustrate how communication takes place in leisure and tourism AO2 Demonstrate oral communication in one face to face situation and one telephone situation AO3 Provide two examples of written communication AO4 Review own communication skills used in Assessment Objectives 2 and 3 Pass Merit Distinction Candidates identify some of the ways communication takes place in leisure and tourism. They provide a brief description of these communication methods but with few supporting examples. Candidates demonstrate basic oral communication in one face to face situation and one telephone situation. They are hesitant at times but overall their communication in both situations is acceptable. basic written communication. There may be errors in spelling, grammar and/or punctuation. Candidates provide a brief and not always accurate review of their own They have difficulty in suggesting improvements. Candidates identify many of the ways communication takes place in leisure and tourism. They provide a clear description of these communication methods with appropriate examples. Candidates demonstrate competent oral communication in one face to face situation and one telephone situation. Their communication in both situations is appropriate. appropriate written communication in a suitable format. All information included is relevant. There are minimal errors in spelling, grammar and/or punctuation. Candidates provide a clear and accurate review of their own They suggest realistic improvements. Candidates identify many/most of the ways communication takes place in leisure and tourism. They provide a thorough description of these communication methods with a variety of well chosen examples. Candidates demonstrate fully competent oral communication in one face to face situation and one telephone situation. They show initiative and their communication in both situations is effective and efficient. totally appropriate and accurate written communication in a suitable format. All information included is relevant and correct leisure and tourism terminology is used. Candidates provide a detailed and accurate review of their own They suggest realistic improvements with justification. OCR Level 1 Nationals in Leisure and Tourism 5