Elements and Performance Criteria
- Communicate with customers and colleagues from diverse backgrounds.
- Respect customers and colleagues from different social and cultural groups and treat them with respect and sensitivity.
- Consider social and cultural differences in all verbal and non-verbal communication.
- Respond to others in a non-discriminatory way.
- Make attempts to overcome language barriers.
- Seek help with communication when necessary.
- Address cross-cultural misunderstandings.
- Identify social and cultural issues that may cause conflict or misunderstanding in the workplace.
- Address difficulties and seek assistance from others when necessary.
- Consider social and cultural differences when difficulties or misunderstandings occur.
- Make efforts to resolve misunderstandings, taking account of social and cultural considerations.
- Escalate problems and unresolved issues to appropriate supervisor or manager for follow-up.