NZQA Assessment Support Material Unit standard 28054 Title Demonstrate understanding of complex spoken interaction (EL) Level 4 Credits 5 Version 1 Note The following guidelines are supplied to enable assessors to carry out valid and consistent assessment using this internal assessment resource. Assessors must manage authenticity for any assessment from a public source, because learners may have access to the assessment schedule or student exemplar material. This assessment resource without modification may mean that learners work is not authentic. The assessor will need to change the context or topic to be investigated, or change to a different text to read or perform. Assessor guidelines Introduction Refer to the unit standard document for the outcome, evidence requirements and grading criteria. THIS UNIT STANDARD CAN BE AWARDED WITH AN ACHIEVED, MERIT, OR EXCELLENCE GRADE AWARD OF GRADES For award with Achieved, understanding of spoken interaction is demonstrated by identifying main points, specific details and the overall purpose of the interaction. For award with Merit, clear understanding of complex spoken interaction is demonstrated by identifying additional details. For award with Excellence, thorough understanding of complex spoken interaction is demonstrated by identifying the viewpoint(s) of the speakers, including implied meaning. 28054 version 1 ASM version 1 Page 1 of 7
This unit standard has one outcome: Outcome 1: Demonstrate understanding of complex spoken interaction (EL). Range minimum of two spoken interactions by different individual speakers, each interaction of a different type and on a different topic, assessed on separate occasions; minimum of three main points for each text; minimum of eight specific details for each text. Conditions of assessment These materials contain assessment tasks for ONE spoken interaction only. In order to complete this standard, you must successfully complete activities for two spoken interactions. All assessment activities must be conducted in English, which must not be the learners first language. Learners need to be given time to read and ask for clarification of questions before the listening task. Spoken text may be repeated once only. It can be presented face-to-face or electronically. If audio-visual materials are used, these must not include large amounts of written text. Learner responses may be oral or written. However, oral responses must not be seen or heard by other learners. Responses need not be grammatically correct, but must be able to be understood. Assessment is of listening skills, not spoken or written skills. Learning contexts Assessment of this standard must reflect the qualifier (general, workplace or academic) being studied. Learners should be assessed after they are familiar with each topic. This assessment activity should follow formative work in which the learners have had the opportunity to become familiar with each topic, question types and vocabulary. It is recommended that this assessment be linked with other level 4 English Language unit standard assessments. Notes for assessors It is important that learners are familiar with the evidence requirements and the explanatory notes, including definitions. The assessor must be satisfied that the learner can independently demonstrate competence against the unit standard. Learners should not have heard the spoken text before the assessment activity. Each of the two listening tasks should be assessed at different times as part of a wider area of study. Responses must be given without prompting. Learners should be given time to check their answers after the assessment. Refer to the explanatory notes in the standard for details concerning spoken text length and type. Refer to your institution s policies before offering a further assessment opportunity. A resubmission can take place only when the learner has listened to the spoken text once, as it cannot be listened to more than twice. 28054 version 1 ASM version 1 Page 2 of 7
The transcript and assessment schedule below accompany the assessment task in the student guidelines for unit standard 28054. Listening transcript for assessor (travel agent) Good morning, how can I help you? Good morning. My name is Taylor and I booked a flight to Adelaide with you last week but I need to change my ticket. Yes, um, Mr. Taylor, I remember that. Just let me look up the details on the computer. Yes, a ticket with JetStar to Adelaide on July 3rd returning to Auckland on July 18 th. What do you want to change? Do you need to fly on a different day? No, the same day but I need to take two suitcases and this ticket says carry on baggage only. Yes, that s right, these cheap flights are carry-on baggage only. Okay, let me see what we can do. There are different ways to take check-in baggage. You can sometimes take it for an extra fee. So we ll check that first. Hmm, it looks like all of the fares on JetStar that allow check-in baggage have been sold. So the other thing you could do is cancel your ticket with JetStar and buy a ticket with a different airline. Okay, it s important that this is the right ticket this time as I need to tell my friends when I am arriving. I need to fly on the same day and I need to take two suitcases and I need a cheap flight. Well, let me check what is available first. (Pause) There is a flight to Adelaide with Qantas on the same day, Saturday the 3rd at 3pm but it is more expensive. How much more expensive? It s $292 plus taxes so that s nearly $100 more. That s a lot! What else is there? There are cheaper flights but they are on different days. They are all with Air New Zealand. There is a flight on Sunday that costs $275 plus taxes and an even cheaper flight on Monday for $203 plus taxes. Okay, the Monday flight will have to do. Now, why do they cost so much more and can I take two suitcases? That s because fares that include check-in baggage always cost more and I m afraid you can only check in one bag. Unfortunately, most airlines have the same baggage allowance rules. The baggage allowance on all flights is one suitcase of 23kg. If you want to take more than that you will have to pay an excess baggage fee and these fees are quite expensive. 28054 version 1 ASM version 1 Page 3 of 7
Could I take the second bag as carry-on? You could but there are size and weight restrictions on carry on baggage. It can only weigh 7kg or less and must be able to go in an overhead locker, so quite small, but you can also carry a computer and your coat. So what is the total cost? The total price is $262. That s $203 plus $25 departure tax and $34 issuing fee for the new ticket. Wow, that s huge. I really don t think I should pay for issuing the new ticket and I really think you should give me a discount. I m sorry, but as you have already paid for the ticket and it has been issued there is nothing we can do. Yes, but this isn t my fault, it s yours. You didn t tell me it was carry-on baggage only when I booked. Look it doesn t say anything in the documents you gave me. And my holiday is going to be shorter and is going to cost more. Hmm, yes, the documents don t say anything about it. Okay, let me see what I can do. If we can find you another flight, we should be able to waive the ticket issuing fee. Now what about the return flight? Do you want the same date for your return flight? Yes, please. There s an Air NZ flight on the same day but it is nearly $300. No, that is too expensive. What is the cheapest flight? The cheapest flight is with Qantas on Monday 19th. It costs $203 and arrives in Auckland at 10am. No, that s no good. I have to be at work at 9am. What other flights are there? Well, there s a flight on Saturday for $275 and one on Friday for $203. I ll take the Friday flight. Okay, so that s out on Monday 5th and back on Friday 16th with check in baggage, a total of $524 which includes all taxes. That s a lot more. I really think you should discount the price. I m sorry but we really can t discount that fare. We are already changing the flights free of charge. 28054 version 1 ASM version 1 Page 4 of 7
Yes, but it was your mistake because you didn t tell me that it was carry-on baggage only. Is there anyone else I can talk to about this? A manager perhaps? I ll just call him. Hi,, can you come and talk to a customer for me? Okay, he will just be a minute. Good morning. I m the manager. My name is. How can I help you? There s been a mix up with my tickets. I was sold a Jetstar ticket but wasn t told that I couldn t take luggage. has rearranged the flight, but I will have to shorten my holiday and I really feel that there should be some compensation., did you sell the tickets? Yes, I did. And you have rearranged the tickets at no charge? Yes, I have, and I have explained that we don t give discounts on these fares. Look I appreciate that and the fact that you have changed the ticket but this really is your fault. I am losing three days on my trip, it s going to cost more and it looks like I will have to pay excess baggage. Hmm, well, as said, the excess baggage would be the same whatever ticket you bought. You would have had to pay the new price if you had bought these tickets in the first place and we have reissued the tickets at no extra charge. Yes, but there is the time and expense of coming in here again and maybe I wouldn t have booked the trip if I had known the real cost. Look, although this isn t really our responsibility we don t want our customers to be unhappy. So would you accept a $50 credit for your next trip? It s not ideal but, yes, it s a reasonable compromise., do you know how to issue a credit note? Yes, I did one last week. Okay then,, can you sort all of this out for Mr. Taylor? Thanks. I appreciate you trying to resolve the issue. will issue the new tickets and the credit. I apologise for the inconvenience and hope you enjoy your trip., please come and see me in my office when you have finished. 28054 version 1 ASM version 1 Page 5 of 7
Assessment Schedule Note: This assessment schedule is for ONE spoken interaction only. In order to complete this standard, you must successfully complete activities for two spoken interactions. Unit standard 28054 Title Demonstrate understanding of complex spoken interaction (EL) Level 4 Credits 5 Version 1 Question1 Evidence requirements Judgements statement Achieved Merit Excellence Main points a) Adelaide b) JetStar c) are on different days d) excess baggage rules Understanding of spoken texts is demonstrated by identifying main points and specific details. Main points 3 out of 4 answers for questions 1a) to 1d) are correct. Specific details e) change his ticket f) July 18th g) take 2 suitcases h) different airline i) same day j) Air New Zealand k) check in baggage l) extra bags m) 7kg (or less) n) overhead locker Specific details 8 out of 10 answers for questions 1e) to 1n) are correct. 28054 version 1 ASM version 1 Page 6 of 7 Assessment schedule July 2014 New Zealand Qualifications Authority 2014
Question 1 o) carry-on baggage p) cheap q) $203 (plus taxes) r) one bag is allowed s) an excess baggage fee t) a coat Clear understanding of spoken texts is demonstrated by identifying additional details. Additional details 4 out of 6 answers for questions 1o) to 1t) are correct. Question 2 a) One of the following: he wants a discount, he s not happy (with the price) b) No c) He is unhappy with her/wants to tell her off Question 3 Thorough understanding of spoken interaction is demonstrated by identifying the viewpoint(s) of the speakers, including implied meaning. 2 out of 3 answers for questions 2a) to 2c) are correct. wants to change his ticket and wants the travel agent to pay the extra costs. Understanding of spoken interaction is demonstrated by identifying the overall purpose of the interaction. Answer is correct. 28054 version 1 ASM version 1 Page 7 of 7 Assessment schedule July 2014 New Zealand Qualifications Authority 2014