21746
28-Jun-16
1 of 4
SNOWSPORT INSTRUCTION AND
FACILITATION
Demonstrate communication and
customer service skills for snowsport
instruction
level:
3
credit:
5
planned review date:
June 2009
sub-field:
Snowsport
purpose:
People credited with this unit standard are able to
demonstrate communication skills with snowsport area
guests for snowschool instruction, and customer service
skills for snowsport instruction.
entry information:
Open.
accreditation option:
Evaluation of documentation and visit by NZQA and industry.
moderation option:
A centrally established and directed national moderation
system has been set up by Sport, Fitness and Recreation
Industry Training Organisation.
special notes:
1
All activities must comply with any relevant
environmental, legislative and/or regulatory
requirements set out in the Health and Safety in
Employment Act 1992, Injury Prevention, Rehabilitation,
and Compensation Act 2001, and their subsequent
amendments.
2
Guests – may include the people taking the snowsport
lesson and also their parents, caregivers or guides.
 New Zealand Qualifications Authority 2016
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28-Jun-16
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SNOWSPORT INSTRUCTION AND
FACILITATION
Demonstrate communication and
customer service skills for snowsport
instruction
Elements and Performance Criteria
element 1
Demonstrate communication skills with snowsport area guests for snowschool instruction.
performance criteria
1.1
Guests are met and greeted in accordance with company procedures.
Range:
1.2
Active interviewing and listening skills are used to elicit information about the
guests’ needs and expectations, in order to establish snowsport lesson classes
and levels.
Range:
1.3
pro-active, positive, smiling, welcoming, tone of voice, body
language, eye contact, style appropriateness, courtesy, timeliness,
placement.
full attention, open and closed questions, clarifying, reflecting,
paraphrasing, summarising.
Rapport is built with the guests and the communication style and language are
adjusted to meet their different needs and emotional state.
Range:
may include – parents and/or caregivers;
emotional states may include – angry, sad, anxious, confused,
impatient, bored, unmotivated, highly motivated.
1.4
Guests’ needs and expectations are identified and agreed with guest in
accordance with organisational procedures.
1.5
Confident communication and presentation skills are demonstrated to present
information to the group, and the groups understanding of the information is
checked.
Range:
eye contact, body language, voice projection, tone inflection,
volume, appropriate language, placement.
 New Zealand Qualifications Authority 2016
21746
28-Jun-16
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SNOWSPORT INSTRUCTION AND
FACILITATION
Demonstrate communication and
customer service skills for snowsport
instruction
1.6
Professional communication skills are demonstrated with staff from other
departments at the snowsport area, in accordance with company policy and
procedure.
element 2
Demonstrate customer service skills for snowsport instruction.
performance criteria
2.1
Guest enquiries regarding the mountain’s height, snowsport area product, daily
snow and weather conditions are answered accurately and guests are referred
to more specialised help if required.
2.2
Sources of information within the Snowschool are identified regarding the
instruction for people with special needs.
2.3
Situations that could lead to a negative complaint are identified and early action
is taken to avoid a complaint arising.
2.4
The company procedure for the handling of guest complaints is described, and
authorisation levels within the company are identified.
2.5
Product knowledge is used to promote and encourage continued learning and
experiences for the guest, as appropriate to their stated goals.
Comments on this unit standard
Please contact the Sport, Fitness and Recreation Industry Training Organisation
info@sfrito.org.nz if you wish to suggest changes to the content of this unit standard.
Please Note
Providers must be accredited by the Qualifications Authority or a delegated interinstitutional body before they can register credits from assessment against unit standards
or deliver courses of study leading to that assessment.
Industry Training Organisations must be accredited by the Qualifications Authority before
they can register credits from assessment against unit standards.
 New Zealand Qualifications Authority 2016
21746
28-Jun-16
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SNOWSPORT INSTRUCTION AND
FACILITATION
Demonstrate communication and
customer service skills for snowsport
instruction
Accredited providers and Industry Training Organisations assessing against unit standards
must engage with the moderation system that applies to those standards.
Accreditation requirements and an outline of the moderation system that applies to this
standard are outlined in the Accreditation and Moderation Action Plan (AMAP). The
AMAP also includes useful information about special requirements for providers wishing to
develop education and training programmes, such as minimum qualifications for tutors and
assessors, and special resource requirements.
This unit standard is covered by AMAP 0050 which can be accessed at
http://www.nzqa.govt.nz/site/framework/search.html.
 New Zealand Qualifications Authority 2016