Elements and Performance Criteria
- Communicate with customers and colleagues from diverse backgrounds.
- Value customers and colleagues from different cultural groups and treat them with respect and sensitivity.
- Take into consideration cultural differences in all verbal and non-verbal communication.
- Make attempts to overcome language barriers by communicating through the use of gestures, sign language, or simple words in English or the other person's language.
- Obtain assistance from colleagues, reference books or outside organisations when required.
- Address cross-cultural misunderstandings.
- Identify issues that may cause conflict or misunderstanding in the workplace.
- Address difficulties with appropriate people and seek assistance from team leaders or others where required.
- Consider possible cultural differences when difficulties or misunderstandings occur.
- Make efforts to resolve misunderstandings, taking account of cultural considerations.
- Refer problems and unresolved issues to the appropriate team leader or supervisor for follow-up.