NZQA registered unit standard
20546 version 3
Page 1 of 4
Title
Demonstrate knowledge and skills of hosting museum visitors
Level
4
Credits
6
Purpose
People credited with this unit standard are able to: identify and
explain methods of hosting museum visitors; demonstrate
knowledge of the differences among and behaviours of
museum visitors, and methods for dealing with these; and host
museum visitors.
Classification
Museum Services > Museum Customer Services
Available grade
Achieved
Entry information
Recommended skills
and knowledge
Unit 20554, Demonstrate knowledge of museums and
responsibilities of the museum sector in Aotearoa New
Zealand, or demonstrate equivalent knowledge and skills.
Explanatory notes
1
For the purposes of this unit standard, evidence requirements may be limited to one
museum.
2
For the purposes of this unit standard distractions are anything that has the potential
to draw a museum visitor’s attention away from the museum experience. Likewise
an incident is any event that has the potential to draw a museum visitor’s attention
away from the museum experience. Distraction and incidents should be minimised.
3
Definitions
Museum includes museums, art galleries, whare taonga, tribal museums, cultural
centres, science centres, interpretive centres, exhibition centres, and historic places.
Museum policy and practice refers to all workplace requirements for the operation of
museums. These may include, but are not limited to – relevant statutory and
regulatory requirements, a formal statement of purpose, terms of reference for the
governing body, acknowledgement of the Treaty of Waitangi and mana of tangata
whenua, a code of ethics, nomination process, iwi representation, statement of
decision-making cycle, procedures manual for the governing body, access to special
advice including Māori consultation, and other documents and arrangements as may
be necessary or appropriate. Information on relevant legislation is available from
National Services Te Paerangi, Museum of New Zealand Te Papa Tongarewa,
PO Box 467, Wellington 6140.
Taonga are objects of special significance to Māori.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
20546 version 3
Page 2 of 4
Outcomes and evidence requirements
Outcome 1
Identify and explain methods of hosting museum visitors.
Evidence requirements
1.1
Methods for meeting visitor expectations are identified and described in
accordance with museum policy and practice.
Range
1.2
Methods for identifying visitor types and their characteristics are described in
accordance with museum policy and practice.
Range
1.3
four methods.
Methods of meeting individual visitor expectations are identified and explained
in accordance with museum policy and practice.
Range
1.5
five different visitor types.
Methods of ensuring that visitors are made aware of current exhibitions,
programmes, services and facilities are explained in accordance with museum
policy and practice.
Range
1.4
five examples.
three different specified expectations.
Methods of evaluating visitor satisfaction levels are identified and explained in
accordance with museum policy and practice.
Range
four methods.
Outcome 2
Demonstrate knowledge of the differences among and behaviours of museum visitors, and
methods for dealing with these.
Evidence requirements
2.1
Methods for dealing with differences among visitors are identified and explained
in accordance with museum policy and practice.
Range
ServiceIQ
SSB Code 9068
differences may include but are not limited to – culture, specific
needs, age range, occupation, language;
methods include but are not limited to – .observation, questioning,
listening, explaining, being proactive.
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
2.2
20546 version 3
Page 3 of 4
Potentially distracting behaviours of visitors and responses to them are
identified and explained in accordance with museum policy and practice.
Range
attention seeking, inattentive and/or inappropriate behaviour;
evidence of three behaviours and one response for each.
Outcome 3
Host museum visitors.
Range
two different groups and one individual.
Evidence requirements
3.1
Visitor(s) are welcomed, their needs are determined, and initial instructions are
given in accordance with museum policy and practice.
3.2
Visitor needs, interests and expectations are met in accordance with museum
policy and practice.
Range
courteous, positive, pro-active, appropriate behaviour.
3.3
Distractions are managed in accordance with museum policy and practice.
3.4
Any incidents are managed calmly and safely in accordance with museum
policy and practice.
3.5
Feedback is gathered, and areas requiring improvement are recorded and
actioned in accordance with museum policy and practice.
may include but is not limited to – visitor feedback, peer feedback,
manager feedback, self-review;
evidence of two types of feedback is required.
Range
Planned review date
31 December 2015
Status information and last date for assessment for superseded versions
Process
Version Date
Last Date for Assessment
Registration
1
24 May 2005
Rollover and
Revision
2
21 September 2007
Review
3
21 January 2011
N/A
N/A
N/A
Accreditation and Moderation Action Plan (AMAP) reference
0078
This AMAP can be accessed at http://www.nzqa.govt.nz/framework/search/index.do.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
20546 version 3
Page 4 of 4
Please note
Providers must be granted consent to assess against standards (accredited) by NZQA, or
an inter-institutional body with delegated authority for quality assurance, before they can
report credits from assessment against unit standards or deliver courses of study leading
to that assessment.
Industry Training Organisations must be granted consent to assess against standards by
NZQA before they can register credits from assessment against unit standards.
Providers and Industry Training Organisations, which have been granted consent and
which are assessing against unit standards must engage with the moderation system that
applies to those standards.
Consent 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 organisations
wishing to develop education and training programmes, such as minimum qualifications for
tutors and assessors, and special resource requirements.
Comments on this unit standard
Please contact the ServiceIQ qualifications@serviceiq.org.nz if you wish to suggest
changes to the content of this unit standard.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016