Elements and Performance Criteria
- Communicate with customers and colleagues from diverse backgrounds
- Customers and colleagues from all cultural groups are valued and treated with respect and sensitivity
- Cultural differences are accommodated in verbal and non-verbal communication
- Where language barriers exist, efforts are made to communicate by using gestures or simple words in the other person’s language
- Assistance from colleagues, reference books or outside organisations is obtained as required
- Deal with cross-cultural misunderstandings
- Issues that may cause conflict or misunderstanding in the workplace are identified
- Difficulties are addressed with appropriate people and assistance is sought from team leaders
- When difficulties or misunderstandings occur, possible cultural differences are considered
- Efforts are made to resolve misunderstandings, taking account of cultural considerations
- Issues and problems are referred to appropriate team leader/supervisor for follow-up