sp learner guide - tour operations learn… · issue date: june 2010 version : 3– cg skills prog...

Issue Date: June 2010 Version : 3– CG Skills Prog L4

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June 2012 Last Revision : August 2011 Learner Guide: BG

©www. Culturalguiding.com

LEARNER GUIDE

BASICS OF GUIDING

FETC: TOURIST GUIDING NQF LEVEL 4 (71549): PROGRAMME 1

(SKILLS PROGRAMME: CULTURE SITE GUIDE NQF LEVEL 4 CREDITS 34)

Learner Name

and Surname

ID Number

Student /

CG Login name

Cell phone

E-mail

USE THIS AS YOUR PERSONAL GUIDE THROUGHOUT THE PROGRAMME

PRINT AN A4 COPY TO COMPLETE AND SUBMIT WITH YOUR COMPLETED ASSIGNMENTS


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CONTENTS

ICONS USED IN COURSE ............................................................................................................................ 3

Abbreviations .............................................................................................................................................. 3

INSTRUCTIONS TO ACCESS ONLINE SITE AND RESOURCE CD ............................................................. 4

PROGRAM MAP .......................................................................................................................................... 7

BRIEF INSTRUCTIONS OF WHAT YOU NEED TO DO ................................................................................. 8

CONTRACT: LEARNER / MAKITI GUIDES & TOURS ................................................................................ 10

COMPLAINTS PROCEDURE ...................................................................................................................... 14

APPEALS PROCEDURE .............................................................................................................................. 14

APPEALS APPLICATION (SAMPLE) .......................................................................................................... 15

THE TOURIST GUIDE CODE OF CONDUCT AND ETHICS ...................................................................... 16

FINAL REGISTRATION CHECKLIST ............................................................................................................ 17

MANUAL / THEORY ................................................................................................................................... 19

WORKBOOK ASSIGNMENTS .................................................................................................................... 20

SELECT A PROMINENT TOURIST SITE ........................................................................................................ 24

PARTICIPATE IN SKYPE INTERVIEW I / PERSONAL MEETING ................................................................. 26

PROGRAMME 1: PRACTICAL TASKS LOG REPORT ............................................................................... 27

PARTICIPATE IN SKYPE INTERVIEW II / PERSONAL MEETING ................................................................ 37

ASSESSMENT PLANS .................................................................................................................................. 38


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ICONS USED IN COURSE MGT

Yes Agree / Task completed

MGTMGT

No Do not agree / Task not completed

�� Signature required

The learner / relevant person must sign and

notate the date upon completion of task or

acknowledging an action that was taken.

�� Log Report to complete

Any activity conducted in workplace should

be notated on the Practical Task Log Report in

Learner Guide

� Important Notes Important points to take note of.

�� Bibliography/

Extra Reading

Sources of information used in the Learner

Guide or extra reading that can be done.

�� Research Make reference of all resources used

(including internet sites visited).

�� Team work Interviews, observing site guide, conduct tour

�� Insert File you assignment/ additional evidence here

ASSIGNMENTS TO BE ASSESSED AGAINST CHECKLISTS

� Research and Site Inventory

Report Information about the site

�� Designed Guiding Activity Plan a Guiding Activity (Itinerary)

�� Conducted Guided Tour Present the designed Tour Activity (Guided tour

for tourists)

FORMAT OF ASSIGNMENT TO BE SUBMITTED

�� Video tape/ Video CD /

DVD

Conducted Tours on site, photos and typed

assignments

�� Written Assignment The Learner Guide and Workplace Guide

should be completed in your own hand writing.

�� Typed Assignment Site Report, Designed Tour Activity

EQUIPMENT REQUIRED

�� Camera Photos to be taken of site

Video Camera Conducted Tours on Site to be video taped

Abbreviations

LG = Learner Guide WB = Workbook (Activities)

BG = Basics of Guiding

(manual)

WP = Workplace Guide (Practical

Tasks)

CG = WW.Culturalguiding.COM

Ass = Assessment REQ = Request Reg = Registration


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INSTRUCTIONS TO ACCESS ONLINE SITE AND RESOURCE CD

1. LOG ONTO WWW.CULTURALGUIDING.COM (CG) 2. CLICK ON ‘MY COURSES’

3. Click on ‘NORMAL VIEW’


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4. Click on ‘ASSESSMENT: BASICS OF GUIDING’

5. Click on ‘Assessment for Tourist Guides”


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6. After reading the Component take the ‘TEST’ (top right of the page)

7. Now go to your Resource CD.

Do Module 1 Component 1 (MOD 1 COMP1) of the ‘BASICS OF GUIDING COURSE’

which you will find under ‘Learning material’.

When you get to the ‘Workbook Activity’ print the relevant document from the

‘Basics of Guiding Workbook’. Complete the exercise and then go online to the

‘Assessment: Basics of Guiding Course’ to take the relevant test.

Repeat the above. When you get to MOD 2 SA research read the ‘South African

Overview Course’ to assist you in your research.

Content of Course Material on Resource CD

Learning Material

BASICS OF GUIDING: Modules and components for presenting Walking Tours on a Site

(manual)

SA OVERVIEW: Components of the South African Course (Manuals). You can also find

it under “Becoming a Tourist Guide of Excellence’ – Intro to South Africa on the

Culturalguiding site.

BASICS OF GUIDING WORKBOOK: The Workplace Activities relevant to the manuals.

This should be printed and completed as you go along.

Resources for Workbook

Here you will find the research material (documents and videos) that are referred to in the

WORKBOOK. You can search for it in the relevant module.

Helpful tools - K-Lite Codec Pack can be installed when you have difficulties in opening the

videos. Codecs are

required to encode and/or decode (play) audio and video.


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BASICS OF GUIDING

(Learning material on Resource CD) Module 1: Introduction to the Tourism Industry

Module 2: Research SA Overview Module 3: Health and Safety

Attend First Aid Level I Course (Provider of your

choice)

Module 4: Customer Care

Module 5: Design a Walking Tour

Module 6: Conduct a Walking Tour

Entry point:

BASICS OF GUIDING

PROGRAM MAP

Culture Site Guide L4

CREDITS 34

Entry

requirement

FETC: Tourist

Guiding L4

Programme 2

Advanced

Guiding

(Provincial

Guide)

Entry level requirements

Computer literacy

NQF 3 reading and

writing skills in English

INDUCTION MODULES

Online Course (Module 1: Component 1): ASSESSMENT: BASICS OF

GUIDING

Exit point : 6-12 weeks

Achieve Theta Skills Programme

Certificate

Register as a CULTURE SITE GUIDE

with DEAT

(One location, one site)

Start working as a Site Guide

Additional

qualifications

Submit Site Report,

Designed tour

Activity and

Conducted Tour

on Video of

additional site/s

Register as a SITE

GUIDE for

additional site/s

Formative

Assessment:

Complete

WORKBOOK

then

complete ONLINE

TESTS

(Assessment:

Basics of guiding)

Participate in SKYPE INTERVIEW I / PERSONAL

INTERVIEW I

Complete Tasks 1-10 in WORKPLACE GUIDE

Summative Assessment + SKYPE INTERVIEW II

• Knowledge Questionnaires

• Site Inventory Report

• Designed activity

• Conducted tour

Integrated Final Summative Assessment (Task 12)

(See Summative Assessment plans 1-4)

Participate in SKYPE INTERVIEW I / PERSONAL

INTERVIEW II

Pre-assessment meeting


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BRIEF INSTRUCTIONS OF WHAT YOU NEED TO DO

Formative Assessment

1. Read the programme and assessment overview component online (ASSESSMENT:

BASICS OF GUIDING COURSE) and complete the tests.

2. Study the SOUTH AFRICAN OVERVIEW Module (on Resource CD or you can also

access it online under “Becoming a Tourist Guide of Excellence”).

3. Study each component of the course: BASICS OF GUIDING (available on the resource

DVD).

4. Complete the relevant activity in the WORKBOOK as you go along.

5. Use the documents, video clip and other tools on the RESOURCE CD as indicated.

6. When you are done, go online (“Assessment: Basics of Guiding”) and do the TESTS to

check your answers.

Practical Tasks

7. Once all the Theoretical courses and Workplace activities (see attached list) have

been completed you may proceed to the practical component of the Course

(WORKPLACE GUIDE).

a. Select a prominent tourist site (SEE CRITERIA)

b. Schedule a SKYPE INTERVIEW I / PERSONAL INTERVIEW (arrange to meet with

the Assessor)

c. Complete Tasks 1-1 in the WORKPLACE GUIDE as per instruction.

Summative Assessment

Read the Summative Assessment Plans 1-4 and prepare accordingly.

8. Request to take online KNOWLEDGE QUESTIONNAIRES when you are ready.

9. Prepare and submit the following assignments electronically and adjust according to

Assessor’s feedback:

a. SITE INVENTORY REPORT

b. DESIGNED TOUR ACTIVITY

10. Practice and present your tour on the prominent site.

11. Submit the following hard copies for evaluation:

a. Learner Guide

b. Workplace Guide

c. Video of your presentation

d. All other required evidence (photos, brochures, etc.)

12. Present your final tour on a prominent site(Task 12) and submit evidence.

PROGRAMME 1: THEORETICAL COURSES (LEARNING MATERIAL ON RESOURCE CD)


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UNIT STANDARDS

Further Education and Training Certificate: Tourist Guiding NQF L4 (71549) The Qualifications is aligned to the following Unit standards.

US

NUM-

BER

LEVEL CRE-

DIT SETA

US NAME

PROGRAMME 1: BASICS OF GUIDING

Skills

programme

335801 4 8 Cathsseta Conduct a tourist guiding activity 335802 4 12 Cathsseta Conduct a guided cultural experience 335803 4 5 Cathsseta Research and design a guided experience at a

prominent tourism site 246740 4 3 Cathsseta Care for customers 255914 4 6 Cathsseta Minimise and manage safety and emergency incidents

Total Credits for Skills 34

PROGRAMME 2: ADVANCED GUIDING

Fundamentals

7468 4 6 Cathsseta Use mathematics to investigate and monitor the

financial aspects of personal, business, national and

international issues 7484 4 4 Cathsseta Describe, represent, analyse and explain changes in

shape and motion in 2- and 3-dimensional space with

justification 9015 4 6 Cathsseta Apply knowledge of statistics and probability to

critically interrogate and effectively communicate

findings on life related problems 119457 3 5 Cathsseta Interpret and use information from texts 119459 4 5 Cathsseta Write/present/sign for a wide range of contexts 119462 4 5 Cathsseta Engage in sustained oral/signed communication and

evaluate spoken/signed texts 119465 3 5 Cathsseta Write/present/sign texts for a range of communicative

contexts 119467 3 5 Cathsseta Use language and communication in occupational

learning programmes 119469 4 5 Cathsseta Read/view, analyse and respond to a variety of texts

119471 4 5 Cathsseta Use language and communication in occupational

learning programmes 119472 3 5 Cathsseta Accommodate audience and context needs in

oral/signed communication

Core

110009 4 4 Cathsseta Manage administration records 335794 4 12 Cathsseta Apply knowledge on South Africa to enhance a tourism

experience 335795 4 4 Cathsseta Operate within the national and international legal

tourism framework 335796 4 5 Cathsseta Apply interpretation skills to a guided experience 335798 4 5 Cathsseta Describe the role and function of role-players in the

tourist guiding sector 335800 Pend.

4

4 Cathsseta Apply professional values and ethics in the operational

environment

Elec-

tive

262320 4 10 Cathsseta Manage and organise groups

Total Credits 100

Total for 71549

(including Skills

Programme)

134


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CONTRACT: LEARNER / MAKITI GUIDES & TOURS

Check all the relevant boxes as you read

All Fees are payable before enrolment and are non-refundable.

The fee includes

�� Online Theoretical Courses and Tests

�� Resource CD with electronic information and multi-media

�� Support

�� Assessment

�� One re-assessment

�� Moderation

The fee excludes

�� Any printed material

�� Computer

�� Internet access /costs

�� Practical expenses

�� Re-assessment after two attempts (an additional fee of R350.00 will be

payable by the candidate).

�� First Aid Level I certificate

�� Registration as a Guide

�� Any other expenses the candidate might incur during the training

programme.

POLICIES AND PROCEDURES

1. Roles and Responsibilities of the Company �� To provide technical support for the online courses

(www.culturalguiding.com)

�� To provide academic support pertaining to the online theoretical courses,

test answers, workbook and workplace activities, assignments for POE and

Assessment Plans.

�� To provide feedback on submitted POE within 5 working days.

�� To conduct the Assessment and feedback as per ETQA requirements.

�� To capture your achievement on the THETA database for certification.


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2. The Learner has the following responsibilities

�� To participate in the formative assessment process throughout the training,

completing Workbooks and taking the Online tests.

�� To complete the required Workplace activities and practical on the

prominent site, completing the logbook and providing sufficient evidence

of your experience.

�� To ask the online Facilitator /Assessor for help/guidance.

�� To participate in the SKYPE INTERVIEWS / PERSONAL INTERVIEWS

�� To compile a Portfolio of Evidence according to the stipulated criteria.

�� To follow the Instructions and Task setting of the Assessment plans and do

the necessary preparation for the Summative assessments.

�� To complete required feedback forms.

�� To submit the final Portfolio of evidence(POE) within 6 months after

enrolment.

�� To request in writing extension of the above period should you be unable

to complete it within the required time frame. The period will be extended

to a maximum of 3 additional months. Thereafter, a penalty fee of R350

will be payable to extend your registration. This amount will be payable for

every three months that you are overdue.

3. The Learner has the following rights regarding assessments �� To ask the Facilitator /Assessor for help/guidance with Formative

assessment tasks and Summative assessment plans.

�� To indicate when you are ready to be assessed.

�� To indicate any special needs.

�� To appeal if you feel dissatisfied with the outcome of an assessment (See

Appeals and Complaints procedure).

4. General rules and instructions

�� Do your own work.

�� Do not leave any blank spaces ( Use “Not applicable (N/A) or “None”

and state why).

�� Sign where required.

�� Notate the date on the actual date when you are reading / completing a

section (In other words, as you go along). Do not leave it for final

assessment date!

5. Written Assignments �� Use a black pen for all written assignments.

�� Do not use correction fluid (e.g. Correction fluid).

�� Do not use a pencil to complete assignments.

�� You may insert additional papers if required. Clearly mark and cross-

reference from the original question.


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6. Electronic Assignments �� You may not copy or paste any information.

�� Perform Spell-check - Check that spelling, punctuation and grammar are

accurate when communicating in writing, using a dictionary or spell-

check facility if necessary.

7. Keep backups and copies of all Assignments / Portfolio of Evidence �� Keep copies and electronic backups of all submitted documents /

evidence / electronic media.

�� The company will not take responsibility for any lost or damaged

documents / assignments / cd’s / video’s etc. that was delivered / mailed

to us.

�� In this event, you will be required to resubmit these items at your own

expense.

8. Technology requirements to complete the course �� The Company will not take any responsibility whatsoever to provide or

make available the required equipment in order to complete the

programme.

�� You will need to ensure that you have access to the following:

o Computer with internet

o Skype access

o Printer + scanner

o Digital camera

o Video recorder

9. Indemnity �� The Company cannot be held responsible for any damage / loss of

equipment or personal belongings that was utilized during the Training

Programme under any circumstances

CEO


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10. I, _____________________________________________________________________

(Learner’s full name) declare that I have read

�� Makiti s’ Policies & Procedures as indicated above.

�� I understand the content of this document (I contacted MGT with any

queries).

�� I understand that I will be liable to pay additional fees for assessment and re-

assessments in the instances stated above.

�� FRAUD DECLARATION: All the evidence/assignments that will be submitted will

be authentic, valid and current and done by myself.

�� I understand that I will only be found competent when sufficient, authentic,

valid and current evidence have been supplied.

�� I understand the content of this document and accept it as a contract.

Signature of

Learner

��

Date

Signature of

Witness

Date


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COMPLAINTS PROCEDURE

Should a problem arise which cannot be solved immediately by discussion or adjustment of

the programme or situation, the Candidate is encouraged to follow the procedures as set

out below:

• The Learner must request a Complaints form from the Assessor.

• The Learner is to complete this form and hand the form back to the Assessor.

• The person receiving the complaints form accepts responsibility for dealing with the

complaint or forwarding it to the responsible party.

• The onus is also on the recipient to follow up and ensure that the complaint is

receiving attention.

• The responsible party undertakes to investigate the complaint and to establish its

urgency and severity.

• Feedback to the Complainant must be a priority.

• A solution acceptable to both parties should be negotiated.

• All complaints are taken seriously and with respect to the Complainant and their

concern/so.

• The dignity and integrity of both parties concerned should at all times be considered

and respected.

• Confidentiality will apply to all discussions.

APPEALS PROCEDURE

I. If the Learner is not satisfied with the assessment decision, the Learner must discuss it

with the Assessor. The Assessor and the Learner should try to find a mutually satisfactory

solution.

II. If the Learner is not satisfied with the proposal in step I:

• He/she must complete the appeals form in writing and hand it to the Assessor.

• The Learner must clearly motivate the reasons for the appeal.

• The Assessor must call a meeting with the Learner and an independent Assessor.

• A re-assessment will take place in the presence of the independent Assessor or the

independent Assessor may be asked to assess the Learner.

• The outcome must be recorded in writing and kept with the Learner's record.

III. If the Learner is still not satisfied, the Learner may Appeal to the Moderator, Wesna

Middleton who will then make an independent, unbiased judgment. A deposit of R350-

00 for an external assessor will be required which is returned only if the learner is

successful.

IV. Should the Learner still not be satisfied, the Learner might appeal to the Learnership

Coordinator or the ETQA Manager at THETA, whose decision is final.

Signature of

Learner

��

Date


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APPEALS APPLICATION (SAMPLE)

Name of

Learner

Date of Application

Venue of

Assessment

Date of Assessment

Name of

Assessor

Unit Standard

against which you

were assessed

Title:

Number:

NQF Level :

Credits

What was the purpose of the

assessment?

Explain how you were assesses?

List the reason why you disagree

with the assessment decisions.

Which one of the following

options could

Resolve the matter?

□ Another Assessor

□ Different Assessment Instrument

□ Different Assessment Method

□ Different Venue for Assessment

□ Different Time

List any special need you might

have.

Signature of Learner: ………………………………................Date………………….......

Signature of Moderator:……………………………………..............Date………………….......

Signature of External Moderator:……………………………..........Date…………………......


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THE TOURIST GUIDE CODE OF CONDUCT AND ETHICS

A Professional Tourist Guide

MGTMGT

Shall uphold the principles or the South African Constitution, especially its chapter one

and two. MGTMGT

Shall at all times show willingness to provide optimum support and quality service to

all tourists and will give tourists an opportunity to enjoy or visit a desired destination. MGTMGT

Shall in no way discriminate in rendering service to any tourist on any basis. For

example on colour, gender, ethnicity, nationality, physical challenge, age, etc.

MGTMGT

Shall be impartial, unbiased and positive and represent South Africa objectively.

MGTMGT

Shall be suitably dressed and presentable at all times.

MGTMGT

Shall be punctual, reliable, honest, conscientious and tactful at all times.

MGTMGT

Shall be a responsible driver, when driving as a guide.

MGTMGT

Shall carry out the programme/itinerary of a tour to his/her best abilities and be loyal

to the company/organisation that he/she is representing.

MGTMGT

Shall deal with conflict in a sensitive and responsible manner.

MGTMGT

Shall report any incident of injury or death to a nearby tourist authority or police

station.

MGTMGT

Shall be knowledgeable and shall assist tourists and not provide them with misleading

information.

MGTMGT

Shall in the event of not being familiar with or unable to provide information

requested by a tourist, consult with the appropriate authorities for assistance?

MGTMGT

Shall at no time be under the influence of alcohol or a narcotic substance while on

duty and shall refrain from administering any medication to a client without proper

medical consultation.

MGTMGT

Shall never solicit for clients or gratuities.

MGTMGT

Shall be concerned at all times for the safety of the tourist.

MGTMGT

Shall wear the appropriate tourist guide badge and will carry his/her registration card.

MGTMGT

Shall treat all people, cultures and the environment with respect.

Signature of

Learner

��

Date


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FINAL REGISTRATION CHECKLIST

1. Did you read and complete (signed and dated) the following?

2. Did you read and complete the online test for ‘Assessment for Tourist Guides’ and understand the following?

3. Complete the online Enrolment form on www.culturalguiding.com. The information will be used to register you as a learner on the Cathsseta

database.

4. Email us the following: MGTMGT

A coloured photo of yourself (in order to receive a Registration letter

and to assist with access to sites). MGTMGT

An updated curriculum vitae MGTMGT

A copy of identity document

CONTACT MAKITI GUIDES & TOURS for assistance

Tel. 012-347 6001

Email: [email protected]

Page MGT

Yes

MGTMGT

No

Contract: learner and makiti guides & tours 9-12

Complaints and appeals procedure 13-14

The Tourist Guide Code of Conduct /Ethics 15

MGT

Yes

MGTMGT

No

What is expected of you?

What is Formative assessment?

What is Summative assessment?

What does it mean to be found competent?

What is the National Qualification Framework?

Do you understand how the Unit Standards of the Skills

programme fit in with the FETC: Tourist Guiding L4 and why

you would also need to complete the ‘Advanced Course’

in order to conduct tours in the province?

ANY

QUESTIONS?


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1. Now go to your Resource CD

Do Module 1 Component 1 (MOD 1 COMP1) of the ‘BASICS OF GUIDING COURSE’

which you will find under ‘Learning material’.

When you get to the ‘Workbook Activity’ print the relevant document from the

‘Basics of Guiding Workbook’. Complete the exercise and then go online to the

‘Assessment: Basics of Guiding Course’ to take the relevant test.

Repeat the above. When you get to MOD 2 SA research read the ‘South African

Overview Course’ to assist you in your research.

Content of Course Material on Resource CD

Learning Material

SA OVERVIEW: Components of the South African Course (Manuals). You can also find

it under “Becoming a Tourist Guide of Excellence’ – Intro to South Africa on the

Culturalguiding site.

BASICS OF GUIDING: Modules and components for presenting Walking Tours on a Site

(manual)

BASICS OF GUIDING WORKBOOK: The Workplace Activities relevant to the manuals.

This should be printed and completed as you go along.

Resources for Workbook

Here you will find the research material (documents and videos) that are referred to in the

WORKBOOK. You can search for it in the relevant module.

Helpful tools - K-Lite Codec Pack can be installed when you have difficulties in opening the

videos. Codecs are

required to encode and/or decode (play) audio and video.


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MANUAL / THEORY

Located on the RESOURCE CD under ‘Learning material’. Start with Module 1 Component 1

and then do the relevant Workbook Activity.

BASICS OF GUIDING (PDF FILES)

MODULE 1: INTRODUCTION TO THE TOURISM INDUSTRY

COMP1: Becoming a Guide

MODULE 2 RESEARCH

COMP1: Research Methods and Resources

COMP2 Methods to Capture and Summarise Information

COMP3 Interviews and Gathering Indigenous Knowledge

COMP4 Cultural Heritage Area Footprint

MODULE 3: HEALTH AND SAFETY

COMP1: Prevention of Safety and Emergency Incidents

COMP2: Human error and other safety / medical precautions

COMP3: Natural and unnatural emergencies

COMP4: Managing incidents and people affected by it.

MODULE 4: CUSTOMER CARE

COMP1: Introduction to Customer Care

COMP2: Communication

COMP3: Dealing with complaints and conflict

COMP4: Needs, expectations and special needs

COMP5: Cultural background and sensitivities

MODULE 5: DESIGN A WALKING TOUR

COMP1: Legislation, rules and protocol

COMP2: Research a prominent tourist site

COMP3: Plan and Design a walking tour

COMP4: Compile Marketing Material

MODULE 6: CONDUCT A WALKING TOUR

COMP1: Introduction to Interpretation

COMP2: Presentation and Public speaking techniques

COMP3: Conduct a guided walking tour

SOUTH AFRICAN OVERVIEW (Currently also available online – Becoming a Tourist Guide of

Excellence)

COMP1: National symbols and heritage

COMP2: South Africa’s per iodisation

COMP3: Geology and Geographical features

COMP4: Democracy and Social challenges

COMP5: Financial and Economical Overview


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WORKBOOK ASSIGNMENTS

WORKBOOK located in ‘Learner material’ on the RESOURCE CD. Print and complete.

Thereafter go online and take the tests for each Activity as you come across it when studying

the manual (see previous page).

IMPORTANT NOTICE: First complete the relevant Workbook Activity before completing the

Online tests. You might be required to submit you Workbook as per request by the Assessor,

Moderator or Theta Verifier.

Basics of Guiding (New

Qualification)

Programme and Assessment

Overview Programme and Assessment Overview

Assessment: Basics of

Guiding (New Qualification)

WORKBOOK MOD 1:

Introduction to Tourism

Industry

CASE STUDY 1.1.1: Role-players



WORKBOOK MOD 1:

Introduction to Tourism

Industry

ASSIGNMENT 1.1.2: Legislation: Tourism and

Guiding


Guiding (New Qualification) WORKBOOK MOD 2: Research

RESEARCH 2.1.1: Download documents from

Internet


Guiding (New Qualification) WORKBOOK MOD 2: Research RESEARCH 2.1.2: Research Google earth


Guiding (New Qualification) WORKBOOK MOD 2: Research RESEARCH 2.1.3: Use a map for research


Guiding (New Qualification) WORKBOOK MOD 2: Research QUIZZ 2.1.4: Research Methods and Resources


Guiding (New Qualification) WORKBOOK MOD 2: Research RESEARCH 2.2.1: Make a summary


Guiding (New Qualification) WORKBOOK MOD 2: Research RESEARCH 2.2.2: Understanding Mind Maps


Guiding (New Qualification) WORKBOOK MOD 2: Research

QUIZZ 2.2.3: Methods to Capture and Summarise

Info


Guiding (New Qualification) WORKBOOK MOD 2: Research QUIZZ 2.3.1: Interviews and Protocols


Guiding (New Qualification) WORKBOOK MOD 2: Research QUIZZ 2.41: Type of Cultural Site/Attraction


Guiding (New Qualification) WORKBOOK MOD 2: Research MAP READING 2.4.2: Cultural Heritage Footprint


Guiding (New Qualification) WORKBOOK MOD 2: Research CASE STUDY 2.4.3: Tourist Value



WORKBOOK MOD 2: SA

Overview 2.4.4.1 National symbols



WORKBOOK MOD 2: SA

Overview 2.4.4.2 Diversity in language



WORKBOOK MOD 2: SA

Overview 2.4.4.3: Diversity in religion



WORKBOOK MOD 2: SA

Overview 2.4.4.4: Diversity in Food



WORKBOOK MOD 2: SA

Overview 2.4.4.5: Diversity in Music, Dance and Arts



WORKBOOK MOD 2: SA

Overview 2.4.4.6: Diversity in Architecture


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WORKBOOK MOD 2: SA

Overview 2.4.4.7 Cultural groups



WORKBOOK MOD 2: SA

Overview 2.4.4.8 A: Origins and Immigration



WORKBOOK MOD 2: SA

Overview

2.4.4.8 B: Upheaval, displacement, Wars and

Union



WORKBOOK MOD 2: SA

Overview 2.4.4.8 C: Apartheid and Post Apartheid



WORKBOOK MOD 2: SA

Overview 2.4.4.9: Political history



WORKBOOK MOD 2: SA

Overview 2.2.4.10: Major national historical figures



WORKBOOK MOD 2: SA

Overview 2.4.4.11 General geographical knowledge



WORKBOOK MOD 2: SA

Overview 2.4.4.12 Climate



WORKBOOK MOD 2: SA

Overview 2.4.4.13: Natural and Cultural Resources



WORKBOOK MOD 2: SA

Overview 2.4.4.14: Aspects of governance



WORKBOOK MOD 2: SA

Overview 2.4.4.15: The Legal Aspects



WORKBOOK MOD 2: SA

Overview 2.4.4.16 Social system



WORKBOOK MOD 2: SA

Overview 2.4.4.17: Transport and Infrastructure



WORKBOOK MOD 2: SA

Overview 2.4.4.18: The Economy: General



WORKBOOK MOD 2: SA

Overview 2.4.4.20: The Economy: Industries



WORKBOOK MOD 2: SA

Overview 2.4.4.21: The Economy: Agriculture and fishing



WORKBOOK MOD 2: SA

Overview 2.4.4.19: The Economy: Mining and Geology



WORKBOOK MOD 3: Health

and Safety RESEARCH 3.1.1: Health and Safety Act




and Safety DISCUSSION 3.1.2: Employee responsibility




and Safety CASE STUDY 3.1.3: Health and Safety Policy




and Safety CASE STUDY 3.1.4: Risk assessment




and Safety CASE STUDY 3.1.5: Knowledge of the local area




and Safety CASE STUDY 3.1.6: Safety Briefing




and Safety CASE STUDY 3.2.1 Crime and General Safety tips




and Safety CASE STUDY 3.2.2: Safe use of Equipment




and Safety CASE STUDY 3.2.3: Human error


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and Safety CASE STUDY 3.2.4: Driver Fatigue




and Safety

CASE STUDY 3.2.5 Preventative measures for

travel




and Safety CASE STUDY 3.3.1: Dealing with fires




and Safety CASE STUDY 3.3.2: Storms and Lightning




and Safety CASE STUDY 3.3.3: Car hijacking




and Safety CASE STUDY 3.3.4: Legislation at emergency scene




and Safety QUIZZ 3.4.1 Vehicle accident




and Safety CASE STUDY 3.4.2: Incident Report




and Safety QUIZZ 3.4.3 Crowd control




and Safety

QUIZZ 3.4.4 Manage Incidents/people affected by

it



WORKBOOK MOD 4;

Customer Care CASE STUDY 4.1.1: Principles of Customer Service



WORKBOOK MOD 4;

Customer Care QUIZZ 4.2.1: Communication



WORKBOOK MOD 4;

Customer Care CASE STUDY 4.3.1: Dealing with complaints



WORKBOOK MOD 4;

Customer Care QUIZZ 4.4.1: Needs and Expectations



WORKBOOK MOD 4;

Customer Care QUIZZ 4.4.2: Special needs



WORKBOOK MOD 4;

Customer Care QUIZZ 4.5.1: Language barriers



WORKBOOK MOD 4;

Customer Care QUIZZ 4.5.2: Country Essential Knowledge (CEK)



WORKBOOK MOD 5: Design a

walking tour QUIZZ 5.1.1: Conservation and Heritage Legislation




walking tour ASSIGNMENT 5.1.2: Codes of Conduct




walking tour CASE STUDY 5.1.3: Protocol on a site




walking tour QUIZZ 5.2.1: Research a Prominent Site




walking tour CASE STUDY 5.3.1: Guiding Activity Category




walking tour QUIZZ 5.3.2: Design a Walking Tour




walking tour QUIZZ 5.3.3: Values




walking tour QUIZZ 5.4.1: Marketing material



WORKBOOK MOD 6: Conduct

a walking tour QUIZZ 6.1.1: Introduction to Interpretation


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CASE STUDY 6.1.3: Interpretation methods




a walking tour QUIZZ 6.2.1: Public Speaking




a walking tour CASE STUDY 6.3.1: Introduce yourself




a walking tour CASE STUDY 6.3.2: Welcome and Tour Briefing (1)












a walking tour CASE STUDY 6.3.5: Hazards_Status of Participants




a walking tour CASE STUDY 6.3.6: Guiding Techniques (1)




a walking tour CASE STUDY 6.3.7: Guiding Techniques (2)




a walking tour CASE STUDY 6.3.8: Concluding the tour




a walking tour

QUIZZ 6.3.9: Prepare, Conduct and Conclude a

tour

Learner feedback on Workbook and Online Tests

DECLARATION OF AUTHENTICITY: LEARNER

I, ................................................................................................................................................................

(Your full name and surname)

Declare the following:

� I have studied the theoretical components of the SA Overview and Basics of Guiding.

� I have completed the relevant Workbook Activities on my own, to the best of my ability,

using the Resource CD; doing the necessary research on the internet or using specific

books as indicated.

� I have checked my answers online and also completed it on my own using my Workbook

answers as per instruction.

� I have requested assistance from the Assessor for any queries or questions that needed

clarification.

� I understand everything I had to do above and have gained the necessary knowledge

as reflected in my online answers.

.........................................................

Learner Signature

Signed on .................. day of ................................... 20........ at …………………………………


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SELECT A PROMINENT TOURIST SITE

• In order to complete the Skills Programme for a Site Guide at a prominent cultural site /

attraction, we strongly recommend that you select a site / attraction as close as possible

to where you live.

• You will be required to do quite a bit of research, interviews and practical guiding on the

site and it will be cost and time effective if it is in your local area (municipality / metropole

within a 20-25km radius).

• You will also have the advantage that you know your local area which will greatly assist

in your research and answering questions.

In the event that there are no prominent attractions select another municipality / in your

province.


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Complete the Checklist for different sites you have in mind

Write the name of your selected site:

��

MGT

YES

MGTMGT

NO

Specify / remarks

1. It is a culture site (e.g. museum,

monument, cultural village,

theme park, battle site etc.)

2. It is one location (e.g. not

different locations in an

area/region – this might include a

walking tour through a historic

town). Routes and City Tours are

excluded.

3. Only walking is involved (short

rides is allowed)

4. It is a prominent or well-known

site / great significance or

importance

5. It is frequented by local /

international visitors

6. There is a Site Manager /

Curator

7. There is a Site-Guide/s or

Provincial Guide/s that

conducts tours on the site on

regular bases


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PARTICIPATE IN SKYPE INTERVIEW I / PERSONAL MEETING

SKYPE INTERVIEW 1 (FORMATIVE ASSESSMENT)

Schedule a Skype Interview or personal meeting with the Assessor.

Please note that this should be done prior to conducting research on a Prominent Tourist Site.

Preparation:

I. Complete the selection of a prominent site

II. Complete the online ‘SELF-EVALUATION: Skills & Attributes of a Guide” form

III. Briefly read through the WORKPLACE GUIDE to familiarise yourself with the tasks

expected of you.

What will the interview involve?

• The Assessor will ask you questions about the completed Self-evaluation form.

• The Assessor will discuss a plan of action to improve and build certain attributes/skills.

• The Assessor will observe your communication skills during the interview.

• The Assessor will approve your selected prominent site or discuss other possibilities with

you.

• Use the opportunity to ask questions about the course, practical tasks and

assessment.

SKYPE INTERVIEW I

Date of Interview

Time

Venue (If a

personal

meeting)

Assessor

MGT

Additional comments

Yes No

Did the Assessor put you at ease?

Did you find the Skype interview

helpful?

Do you know how to go about the

practical tasks?

Are you clear about what is expected of

you with regards to Assessment?

Learner signature

MGTMGT


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PROGRAMME 1: PRACTICAL TASKS LOG REPORT

��VOICE EXERCISE LOG:

OBJECTIVE AND SUMMARY OF WHAT SHOULD BE

DONE

Date completed Comments

IMPROVE YOUR VOICE • Evaluating the quality and shortcomings in

your speech.

• Practising the areas that you need to

improve.

1. Read the

paragraph ‘Pace

of Speech’ in the

workbook

Do the exercise in the Workplace Guide to

determine and correct your pace of speech.

2. WATCH VIDEO CLIPS ON RESOURCE CD MODULE 6.2 AND DO THE

EXERCISES

Watch the following videos and do all the relevant exercises at least once.

PS-1Voice tips Learn about the importance of good speech

PS-2 Breathing Do the exercise 5 minutes x4 a week.

PS_3 Articulation1 Do the exercises

PS_3 Articulation2 Do the exercises

PS_4 Diction Do the exercises

PS_5 Pause Pace Learn about the importance of pauses and pace.

PS_6 Warm-up 1 Do the exercises






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3. Repeat exercises (e.g. ‘breathing’) as many times as necessary to improve weak areas or to maintain good speech. Notate all

the exercises you do on an additional sheet. Voice exercises and warm up are important prior to presenting tours.

� Attach log report

4. Additional Coaching (where applicable)

Attended the following:

� Voice coaching lessons

� Public speaking workshops

� Toast masters

� Others?______________________________________________________________________________________

� Did not feel I needed it.

Information about event or institution:

Date/s:___________________________________________________________

________________________________________________________________

Time:________________________________

Duration: ____________________________

Venue:_______________________________

Name of Institution / Event topic: ________________________________

Presenter / Coach:_____________________________________________

Presenter / Coach Tel:__________________________________________

Presenter / Coach Email:________________________________________

Information about the event / coaching / presentation:

� Attach evidence

(certificate of

attendance, receipts,

programme signed by

presenter, etc.).

� Write down information

about what you have

learned or practical

coaching you have

received.


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Learner Self-evaluation on his / her Voice and Speech

Rate your voice / speech pertaining to

each of the following:

Poor Fair Good Very good Excellent Comments / Plan of Action

Breathing

Pace of speaking

Volume / Voice projection

Tone / pitch

Articulation / clarity

Pronunciation / No Accent

No nasal sounds

Grammar

Choice of words

MGT

Explain your answer Yes No

Do you feel happy with the way your voice come across and your

general speech?

Do you think other people enjoy listening to you (relating to how you

sound)?

Do you think you need to do some more exercises / attend voice /

speech lessons or coaching?

Any other comments?

Learner signature

Date

Assessor signature

Date

MGTMGT


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��PRACTICAL TASKS LOG REPORT

You should have done the

following

Evidence / task requirements

that were completed (Check in

your Workplace Guide and tick

box)

Date /s

of prac-

tical

Hours /

minutes

spent

Learner

Signature

Learner comments / feedback / reasons for

incomplete evidence

TASK 1:

INTERVIEW

WITH A

LOCAL 1

� Gathered indigenous

knowledge and

information about

another culture?

� Applied respectful

conduct when

conducting the

interview

� FEEDBACK 1: Interviewee:

Completed, Signature &

Date

� Photo of yourself and

interviewee

� Handwritten notes taken

during the interview.

� Typed Report 1 (minimum

of 700 words / two pages)

TASK 2:

INTERVIEW

WITH LOCAL

2

• Gained understanding

of the practices and

respectful conduct

required that is

applicable to another

religion

• Applied respectful

conduct when

conducting the

interview

� FEEDBACK2: Interviewee:

Completed, signature and

date

� Photo of yourself and

interviewee

� Handwritten notes taken

during the interview.

� Typed Report 2 (minimum

of 350 words / one page)

TASK3: VISIT

AN

INFORMATIO

N CENTRE

• Collected information

about sites and other

attractions,

accommodation,

restaurants, etc. of

the local area

• Rated Customer Care

� FEEDBACK3: Information

officer: Completed,

signature and date

� LEARNER FEEDBACK 3:

rated customer care, signed

& date

� Collected brochures/info


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following


that were completed (Check in

your Workplace Guide and tick

box)

Date /s

of

practical

Hours /

minutes

spent

Learner

Signature


incomplete evidence

TASK 4:

COMPILE

A

CULTURAL

HERITAGE

AREA

FOOTPRIN

T

� Identified the type of

Cultural sites in the area.

� Compiled a Cultural

heritage area footprint

(map)

� Selected a prominent

tourist site for your

research.

� TABLE 4.1 completed

� TABLE 4.3 completed

� MAP 4.4 hand drawn map

of sites attached.

� QUESTIONS 4.5

TASK 5:

RESERCH A

PROMI-

NENT SITE

� Conducted a literature /

internet research about

n the Prominent Site

� Prepared the draft Site

Inventory Report

� Drew up a research plan

of the prominent tourist

site

� Contacted the relevant

people and made

appointments

� Took photos

� Verified information on

draft Site Inventory

Report

� Notated new information

(as per Site Inventory

Report)

� Collected brochures,

booklets, maps, etc.

� Correspondence (emails) to

confirm appointments

� List of all research

Resources used

� Draft Site Inventory Report

(internet research and

corrected on site)

� Additional handwritten

notes taken on site (e.g.

corrections on draft Site

Inventory Report).

� Research tour map

� Photos of site (on CD)

� Brochures, booklet samples

� SITE INVENTORY REPORT*

� TABLE 5.1: RISK

ASSESSMENT FORM*

� TABLE 5.2: LEGISLATIVE

FRAMEWORK *

� TABLE 5.3: TOURIST VALUE

OF THE SITE *

You should submit the highlighted documents in Task 5 electronically for evaluation by Assessor prior to submitting your final Workplace Guide Assignments


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following


that were completed (Check

in your Workplace Guide and

tick box)

Date /s

of

practical

Hours /

minutes

spent

Learner

Signature


incomplete evidence

TASK 6:

INTERVIE

W ANY

PERSON IN

A

MANAGE

MENT

POSITION

Found out about the following

(as applicable to the specific

site) by means of questioning /

interviewing Site Manager /

Curator / Supervisor:

- Health and Safety policy

and procedure

- Emergency plans

- Crowd control measures

- Incidents that occurred /

Incident reporting

- Site Specific procedure (e.g.

payment, permission

required, local rules)

- Common complaints and

issues with customers

- Complaints procedures

- Legislation and special

regulations

• Verified the completed

Risk Assessment Form

(identified hazards)

• Verified the completed

Legislation Framework

• Collected relevant

documents (as

available) pertaining to

the above

Site Manager / Curator /

Supervisor checked, signed

and dated the following:

� TABLE 5.1: RISK

ASSESSMENT FORM

� TABLE 5.2: LEGISLATIVE

FRAMEWORK

� TABLE 5.3: TOURIST

VALUE OF THE SITE

� Documents included

according to Documents

6.1 list

� INTERVIEW 6.1

completed by means of

interview.

� FEEDBACK 6: SITE

MANAGER / CURATOR /

SUPERVISOR completed,

signed and dated


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following




tick box)

Date /s of

practical

Hours /

minutes

spent

Learner

Signature


incomplete evidence

TASK 7

MEETING

WITH THE

SITE

GUIDE /

PROVINCI

AL GUIDE

CONDUCT-

ING

TOURS ON

SITE

� Identified the protocol and

code of conduct on site

� Researched specific needs

and expectations of

customers on the site

� INTERVIEW 7.1 Questions

Completed for Guide /

Educator 1 by means of

interview

� FORM 7: Guide 1

completed, signed, dated

by guide

� Photo of Guide 1




interview

� FORM 7: Guide 2


by guide





interview

� FORM 7: Guide 3


by guide



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following




tick box)

Date /s of

practical

Hours /

minutes

spent

Learner

Signature


incomplete evidence

TASK 8:

OBSERVE

GUIDE

CONDUCT-

ING TOUR

ON SITE x

3

� Observed Site / Provincial

Guide on site

� Completed Observation

Checklists

� Checklist 8 for Guide 1

� Video Recordings (where

applicable)



applicable)



applicable)

TASK 9:

INTER-

VIEW

LOCALS

X 12

• Recorded different

viewpoints of the

prominent site you have

selected

• Determined Tourist Value

• Used to prepare

presentation for Skype

Interview II

� Completed Interviews 1-

12


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following




tick box)

Date /s of

practical

Hours /

minutes

spent

Learner

Signature


incomplete evidence

TASK 10:

PLAN AND

DESIGN A

GUIDING

ACTVITY

� Designed a 60 minute

Standard Tour of the Site

(Highlights) according to

the Site Inventory Report

� Planned and prepared all

logistical arrangements

(including marketing

material sent to

participants)

� Prepared and practiced

presentation.

� Itinerary & map

� Evaluation form 10

� Checklist 10

� Tour briefing 10

� Written presentation

� Table 10.6 :

� Table 10.7

� Leaflet (advertisement)

TASK 11:

PRESENT

YOUR

TOUR ON

THE SITE

• Presenting your tour on

site (60 minutes ) to an

actual group

• (Should be video recorded

by someone)

• Completing Self-evaluation

on performance

• Receiving Feedback from

Tour Participants

� TEMPLATE 11: Tourist

Profile

� EVALUATION CHECKLIST

11: Video operator

� FEEDBACK FORM 11:

participants (1-5)

� CHECKLIST 11.1: Level of

achievement

� SELF-EVALUATION OF

THE TOUR 11

� Behavioural Observation

Checklist 11: Self-

evaluation of video

� Video clip 11

TOTAL HOURS SPENT IN THE WORKPLACE


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TASK 12:

PRESENT

YOUR

FINAL

TOUR

To be conducted only after you have received feedback from the Assessor on the tour presented in TASK 11.

Additional learner feedback on practical tasks

Learner signature

Date

TAKE NOTE OF WHAT THE ASSESSOR WILL LOOK FOR MGTMGT

Learner should have completed all the evidence / tasks stipulated and submitted Workplace Guide. MGTMGT

Evaluate the reasons why a task is incomplete (e.g. information or signature missing) – it must evident that a learner completed the task

and gained the required ‘know how’. Do spot checks by calling the Evidence Gatherer if you suspect that the learner did not do the

specific task. MGTMGT

Check for consistency of dates MGTMGT

Inform learner of outstanding requirements where he /she did not display the relevant skills or knowledge about the workplace (site).


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PARTICIPATE IN SKYPE INTERVIEW II / PERSONAL MEETING

• Schedule a SKYPE INTERVIEW / PERSONAL MEETING with the Assessor.

When?

After the following tasks have been completed:

• You have electronically submitted the Site Inventory Report (Task 5) and Designed

Itinerary (Task 10).

• You have received feedback from the Assessor.

• You have studied the Summative Assessment Plans 1-4.

What is the purpose of the interview?

• Present your findings on the different viewpoints about the prominent tourism

site that you researched in Task 9.

• The Assessor will discuss the feedback report and outstanding evidence

required for the above.

• The Assessor might gather additional evidence required by questioning you.

• The Assessor will discuss your presentation on site and requirements.

• The Assessor will discuss the Summative Assessment Plans 1-4.

• You will have the opportunity to ask any questions you might have.

• Indicate any special needs that you might have to the Assessor.

SKYPE INTERVIEW II PRE-ASSESSMENT MEETING

Date of Interview

Time

Venue (If a

personal

meeting)

Assessor

MGT

Additional comments

Yes No

Did the Assessor put you at ease?

Did you understand the feedback

Do you know what is expected of you

with regards to the presentation on

site?

Do you know what to study for the

Knowledge Questionnaires?

Do you feel ready to do the Summative

Assessments?

Learner signature

MGTMGT

Issue Date: June 2010 Version : 2 – CG Skills Prog L4

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June 2011 Last Revision : March 2011 Learner Guide


ASSESSMENT PLANS

SUMMATIVE ASSESSMENT PLAN 1: KQ1

Summative Assessment Event 1: Knowledge Questionnaire (I)

Assessment Plan

Summary of the

tasks to be

completed in

preparation of

the Assessment

Event

Task 1 :

The Online Course ‘South African Overview ’ and the multiple choices

(tests) after the component

Task 2 :

SA Overview Research Project (Workbook, Mod 2 SA Research) and all

the relevant online multiple choices (tests)

You have requested the link.

Scope

The Knowledge Questionnaire is based on

• The online course ‘South African Overview ’

• Workbook Mod 2 SA Research Assignments.

• The relevant EEKs for the Skills Programme

General knowledge of South Africa culture, history, politics,

geography and infrastructure

246740 , EEK2

Appropriate knowledge pertaining to periods of history. 335802, EEK2

Relevant knowledge of the economy. 335802, EEK3

Relevant aspects of governance. 335802, EEK4

Appropriate knowledge of social structure. 335802 , EEK5

The rich and diverse heritage and cultural resources

including: Crafts, music, song, art, traditional dances,

stories, beliefs and customs, and traditions.

335802, EEK11

The rich and diverse heritage and cultural resources

including: Languages, religious practices, festivals, foods,

architecture, rituals, and notions of home and family.

335802, EEK10

Relevant political history. 335802, EEK!

Purpose

To assess the learner’s Essential Embedded Knowledge of South Africa and its

heritage

When

Will take place after

• Tasks 1-2 have been completed

• The leaner indicated that he/she is ready and requested a link.

• The Assessor confirmed the date and time and approved site and

supervisor (should the assessment be schedule in a remote site).

Delivery of

the test

material

• A test link will be forwarded to you.

• You should not open the link before the determined time or else the

test will be activated and the results be counted as an attempt.

• Alternatively, you may request to take a written paper instead of the

electronic format.


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Number of

Questions

100

Duration 60 minutes

Results

• The required pass rate to meet the requirements is 80%.

• The test result will display on screen after it has been submitted by you /

auto-submitted.

• The Assessor will be notified by an automated message of your results.

• You will receive an electronic feedback from the Assessor.

Re-take

tests

• No immediate re-take of the tests will be allowed if you fail the test.

• The Assessor will provide feedback and plan of action as to when the

test may be re-taken.

• The re-take test may not occur within less than 48 hours.

• The re-take test will be different to the one taken before.

• Only one re-take test attempt will be allowed.

• Thereafter the Assessor will arrange for Oral Questioning (either by

means of SKYPE or a PERSONAL MEETING).

• You may make an appeal should you feel that circumstances beyond

your control were responsible for not meeting the requirements.

Conditions

• The Site and Supervisor need to be approved by MGT if the KQ is taken

on a remote site** (see criteria on the ‘Request for KQ assessment’).

• The test needs to be completed within the time frame.

• You may not use notes or assistance by a second party.

Instructions

for

completing

the test

• You need to be logged onto the cultural guiding site in order to access

the test.

• The test will begin with some explanatory notes on how it works.

• The test will have a time limit (see above).

• Click the ‘start test’ button where after the questions are displayed.

• You can disconnect the internet once the questions are displayed and

complete it offline.

• You will be able to submit the test should you finish before the time runs

out.

• When the time runs out before you have completed all the answers

the test will be auto-submitted.

• You need to be connected to the internet in order for the test to be

submitted. In the event that your internet is disconnected you will be

notified. Connect and re-submit.

Should you have any queries about any of the steps above, please contact the Assessor.

Now complete the following

� I declare that I understand and know what is expected of me.

� I declare that I will do my own work and not commit any illegal copying of material.

� I understand that I need to request the link only when I am ready.

Do you have any special needs pertaining to the Assessment

event? YES NO

If so, please specify and notify Assessor when you submit your KQ Request

Additional Comments

Learner signature

��

Date


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Feedback on Summative Assessment Event 1 (KQ1)

(To be completed after you have completed Knowledge Questionnaire and have received

feedback from Assessor)

Date of

Event

Time:

Venue

Format Online Written

Supervisor

Assessor

How much

did you

achieve?

%

Did you meet

the

requirements?

YES NO

Did you

have any

special

needs?

YES

NO

State your need and if it was met / not met by MGT.

Did you

experience

any

difficulties?

What is the

plan of

action

(Feedback

from

Assessor?)

Do you

agree with

the

Assessor?

YES NO

If not, why not?

Any other

comments?

Learner

Signature

��

Date


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SUPERVISOR DECLARATION

Upon completion of the KQ 1 event the Supervisor needs to complete the following:

SUPERVISOR DECLARATION SUMMATIVE ASSESSMENT 1

Written feedback

Attach copy of Supervisor Id (where Supervisor was not associated with

Makiti Guides & Tours (Pty) Ltd).

I , ........................................................................................................................

ID: .............................................................................................................

Position: .................................................................................................

Declare that I was present while

The learner :........................................................................................................

ID: ...........................................................................................

was taking the online test and that the learner did it without the aid of notes or

another person.

There were no disturbances / interruption that prevented

the learner from completing the online test.

YES

NO

If the answer was no, describe the events......

Date Time Venue & Physical Address

Signature of

Supervisor

Supervisor Additional comments

Learner Feedback

Learner Signature Date Assessor Signature Date ��


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Summative Assessment Plan 2: KQ2

Summative Assessment Event 2: Knowledge Questionnaire 2

Summary of the

tasks to be

completed in

preparation of

the Assessment

Event

Task 1 :

Modules 2-6 of the Online Course ‘Basics of Guiding’, the Workbook and the

relevant online multiple choices (tests).

Task 2 :

SKYPE interview II / Personal Meeting

Scope

The Knowledge Questionnaire is based on Modules 2-6 of the Online Course

‘Basics of Guiding’ and the following Outcomes:

The learner’s essential embedded knowledge of the

‘Basics of Guiding’ and the ability to respond to ‘what if

scenarios’ and problem solving. Assess knowledge and

understanding of...

Guiding Code of Conduct 335802: SO3: 3

Protocol (respectful conduct) 335803: SO1: 5

Protocol ( the host community) 335802: SO1: 2

CUSTOMER CARE

Problem solving according to the need and company

procedures

246740: SO2: 2

Identifying and referral of queries to relevant person 246740: SO2: 3

Basic knowledge in dealing with a variety of customer

complaints

246740: EEK5

Recognizing cultural sensitivities and accommodating it. 246740: SO4: 3

The main human needs including those that are mainly

physical, social, emotional, esteem and intellectual. 246740 : SO1: 1, EEK1

Basic understanding of strategies and methods for

meeting customer needs and expectations 246740 : EEK4

HEALTH AND SAFETY

Methods of preventing safety and emergency incidents. 255914: SO3: EEK1

The safety and emergency policy

and action to be taken 255914: SO1:1

Natural and unnatural emergencies and procedures /

plans to address them.

255914: SO1:2, EEK3

Issues, solutions and remedies relating to incidents which

may arise, from faulty or misused property, equipment or

facilities.

255914: SO1:3, EEK2

Human error and medical emergencies 255914: SO1:4

Relevant legislation when dealing with safety and

emergency incidents.

255914: SO1:5

Incidents and their required time-frame and manner of

response

255914: SO2:1


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Medical and/or security support for emergency incidents 255914: SO2:2

Safety incidents and actions required 255914:SO2:3

The safety precautions to be communicated with clients at

hotel, on route, walking in the city and on specific sites

255914: SO2:4

Investigation following the handling of an incident 255914: SO2:5

Person/group reaction and expected handling of safety

requirements

255914: SO3:1

Crowd control measures appropriate to emergency

situation

255914: SO3:2, EEK4

Individuals, groups, crowds who are likely affected by a

safety / emergency incidents and response to this.

255914: SO3:3

Information to be provided i to clients on preventative

measures against common injuries, wound, conditions and

complaints encountered whilst participation in activities.

255914: SO3:2

The influence of external hazards relevant to an activity

and its impact on participants and the outcome of the

activity 335801: SO2: 4

Review physical abilities to ensure that the activity is

enjoyable and safe 335801: SO3: 2

Review the emotional state of participants to ensure that

the activity is enjoyable and safe 335801: SO3 : 2

Reported incidents that occurred during the activity to

responsible person / authority in accordance to

organisational policies

335801: SO5: 2

LEGISLATION ANDD RULES

The legal requirements for a specific activity in terms of

compliance and operational requirements. 335801: SO2: 7

Relevant aspects of legislation and regulations pertaining

to: Tourism and guiding. 335802: EEK6.1


to: Occupational health and safety.

335802: EEK6.2


to: Standard operational tourism procedures.

335802: EEK6.3


to: Culture, heritage and conservation.

335802: EEK6.4

Relevant provincial legislation pertaining to cultural

heritage sites and natural resources. 335803 : EEK9

Made adjustments to the planned proceedings (including

stoppages and/or changes to the level of challenge) in

relation to the participants progress and achievement of

expected outcomes 335801: SO4: 3

Communicated progress to the participants in terms of

achieving the objectives of the activity 335801 : SO4: 4

Monitored external factors to ensure minimal impact on

the environment whilst maintaining safe conduct of

activities 335801: SO4: 2

Purpose • To assess Essential Embedded Knowledge about the Basics of Guiding.

When


• Modules 2-6 was completed with relevant online tests

• The leaner indicated that he/she is ready.

• The learner submitted a request for Assessment.

• The Assessor confirmed the date and time and approved site and


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supervisor (should the assessment be schedule in a remote site).

Where • Online on a remote site / MGT Office

Delivery of

the test

material

• A test link will be forwarded to you.

• You should not open the link before the determined time or else the test will

be activated and the results be counted as an attempt.

• Alternatively, you may request to take a written paper instead of the

electronic format.

Number of

Questions

60

Duration 30 minutes

Results

• The required pass rate to meet the requirements is 80% The Assessor will be

notified of the results (forwarded by MGT Admin).

Results

• The test result will display on screen after it has been submitted by you /

auto-submitted.

• The Assessor will be notified by an automated message of your results.

• You will receive an electronic feedback from the Assessor on the plan of

action:

Re-take

tests

• No immediate re-take of the tests will be allowed if you fail the test.

• The Assessor will provide feedback a plan of action as to when the test may

be re-taken.

• The re-take test may not occur within less than 48 hours.

• The re-take test will be different to the one taken before.

• Only one re-take test attempt will be allowed.

• Thereafter the Assessor will arrange for Oral Questioning (either by means of

SKYPE or PERSONAL MEETING).

• You may make an appeal should you feel that circumstances beyond your

control were responsible for not meeting the requirements.

Conditions

• The Site and Supervisor need to be approved by MGT if the KQ is taken on a

remote site** (see criteria on the ‘Request for KQ assessment’).

• The test needs to be completed within the time frame.

• You may not use notes or assistance by a second party.

Instructions

for

completing

the test

• You need to be logged onto the cultural guiding site in order to access the

test.

• The test will begin with some explanatory notes on how it works.

• The test will have a time limit (see above).

• Click the ‘start test’ button where after the questions are displayed.

• You can disconnect the internet once the questions are displayed and

complete it offline.

• You will be able to submit the test should you finish before the time runs out.

• When the time runs out before you have completed all the answers the test

will be auto-submitted.

• You need to be connected to the internet in order for the test to be

submitted. In the event that your internet is disconnected you will be

notified. Connect and re-submit.





� I understand that I may only submit a request for a link when I am ready.

Do you have any special needs pertaining to the Assessment

event? YES NO


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If so, please specify and notify Assessor when you submit your KQ Request

Additional Comments

Learner signature

��

Date


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Feedback on Summative Assessment Event 2 (KQ2)

(To be completed after you have completed Knowledge Questionnaire and have received

feedback from Assessor)

Date of

Event

Time:

Venue

Format Online Written

Supervisor

Assessor

How much

did you

achieve?

%

Did you meet

the

requirements?

YES NO

Did you

have any

special

needs?

YES

NO

State your need and if it was met / not met by MGT.

Did you

experience

any

difficulties?

What is the

plan of

action

(Feedback

from

Assessor?)

Do you

agree with

the

Assessor?

YES NO

If not, why not?

Any other

comments?

Learner

Signature

��

Date


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SUPERVISOR DECLARATION

Upon completion of the KQ 1 event the Supervisor needs to complete the following:

SUPERVISOR DECLARATION SUMMATIVE ASSESSMENT 2

Written feedback

Attach copy of Supervisor Id (where Supervisor was not associated with

Makiti Guides & Tours (Pty) Ltd).

I , .............................................................................................................................

ID: .............................................................................................................

Position: ..................................................................................................

Declare that I was present while

The Learner: ...............................................................................................

ID: ...........................................................................................

was taking the online test and that the learner did it without the aid of notes or

another person.

There were no disturbances / interruption that prevented

the learner from completing the online test.

YES

NO

If the answer was no, describe the events......

Date Time Venue & Physical Address

Signature of

Supervisor

Supervisor Additional comments

Learner Feedback

Learner Signature Date Assessor Signature Date ��


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SUMMATIVE ASSESSMENT PLAN 3:

Summative Assessment Event 3: Checklists 1- 3 (1)

Assessment Plan

Summary of the

tasks to be

completed in

preparation of

the Assessment

Event

Task 1 :

Completed Tasks 1- 10 in the WORKPLACE GUIDE

Tasks 2 :

Submitted electronically Tasks 5 (Site Inventory Report) and Task 10

(Designed Standard Tour) and received feedback Report from Assessor

Task 3 :

Participated in SKYPE INTERVIEW II / PERSONAL MEETING.

Scope

Based on

• Module 2-5 of the online course ‘Basics of Guiding’

• Workplace Assignments

1. Site Report

Site specific data

335803: SO2:1

Basic information of the surrounding area

335803: SO2:2

Exact geographical location and situation of the site. 335803: EEK1

The relevant site's varied natural resources and its cultural

heritage.

335803: EEK2

Cultural resources that reflect the richness and diversity

of South African society.

335803: EEK3

Prominent natural attractions of the site.

335803: EEK4

Natural and/or cultural attractions which are unique to

the site.

335803: EEK5

Major tourism resources of the site.

335803: EEK6

The relevant site (and surrounding) infrastructure

including major cities, towns, topography, relief, climate,

the cultural population, communication network,

transport, hospitality and accommodation and other

important aspects.

335803: EEK8

Identified the different viewpoints that cultural groups

might have on site.

335802:SO1: 2

Thorough knowledge of local area 246740: EEK2

2. Design a Guiding Activity (Itinerary Project)

Compile a Tourist Profile

(Assess the needs, limitations, interest and expectations

of a target group of tourists)

246740, SO4

335802, SO2

Supply a description of the tours 335803, SO3

Draw up an Itinerary / our Activity 335801, SO2 +

SO3;

335803, SO3


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245740, SO1

Write a brief commentary of tour (Information summary

cards)

335801, SO3

Plan and prepare for the specific tourist Guide activity 335802, S02

List resources used 246740, SO1 +

SO2

3. Conducted a Guiding Activity

A briefing on operational procedures 335802: SO3:1

Health and Safety Briefing 335802: SO3:2

Prepare participants for guiding activity 335801: SO3

Supervise a Tourist Guide activity 335801: SO4

Conclude a Tourist Guide Activity 335801: SO4

Purpose To assess the learner’s ability to research a prominent tourist site, compile a Site

Inventory Report, Design a Tour Activity of the site and present the tour.

When


• Tasks 1-3 have been completed.

• You have submitted the products by mail or delivered it to MGT

OFFICES.

With what

The Assessor will evaluate your Assignment against the criteria of the following

Checklists:

Checklist 1 - Site Report

Checklist 2 - Designed Tour Activity

Checklist 3 - Conducted Tour Activity

Conditions

• All the required Evidence should be submitted in hardcopies:

o Site Inventory Report (Task 5)

o Designed Standard Tour (Task 10)

o Completed Workplace Guide

o Completed Learner Guide (this book)

o VIDEO on Site presentation (Task 11)

o Other evidence (including photos, brochures, etc.)

• It is your responsibility to ensure that it reaches the offices of MGT. MGT will

take no responsibility of material lost in the mail. DO MAKE BACKUP AND

COPIES OF EVERYTHING YOU SENT!

Feedback • You should receive electronic feedback from Assessor within 48 hours after

he/she acknowledged receipt of Assignments

• Follow the instructions and resubmit where required.

• Please note, that you will be required to present your tour on the site (Task

11) again if you did not meet the minimum criteria. You will still be required

to do another presentation for the INTEGRATED ASSESSMENT (TASK 12,

SUMMATIVE ASSESSMENT PLAN 4).





Additional Comments

Learner signature

��

Date


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INTEGRATED SUMMATIVE ASSESSMENT PLAN 4:

Summative Assessment Event 4: Checklists 3

Assessment Plan

Summary of the

tasks to be

completed in

preparation of

the Assessment

Event

Tasks 1 :

Completed corrections according to the feedback of Assessment Event 3

Task 2 :

Participated in SKYPE Interview II

Task 3:

• Concluded the tour on the site (Task 12)

Scope

To assess the learner’s ability to present a prominent tourist site which he / she

researched to a group of strangers (e.g. tourists) from different cultural

backgrounds and adapt the experience according to their needs and

expectations.

Purpose To assess the learner’s ability present and adapt a tour on a Prominent tourist

site according to the profile of the clients.

When


• Tasks 1-3 have been completed.

• You have submitted the video by mail or delivered it to MGT OFFICES.

With what

The Assessor will evaluate your Video and submitted documents against the

criteria of the following Checklists:

Checklist 3 (2) - Conducted Tour Activity

Conditions

• The Video and all the related documents should be submitted (Task 12).

• It is your responsibility to ensure that it reaches the offices of MGT. MGT will

take no responsibility of material lost in the mail. PLEASE ENSURE THAT YOU

KEEP A BACKUP COPY!

Feedback • You should receive electronic feedback from Assessor within 48 hours after

he/she acknowledged receipt of Assignments





Additional Comments

Learner signature

��

Date