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
- Verbal and non-verbal communication takes account of cultural differences
- Where language barriers exist, efforts are made to communicate through use of gestures or simple words in the other person's language
- Assistance from colleagues, reference books or outside organisations is obtained when required
- Deal with cross-cultural misunderstandings
- Issues which may cause conflict or misunderstanding in the workplace are identified
- Difficulties are addressed with the appropriate people and assistance is sought from team leaders
- When difficulties or misunderstandings occur, possible cultural differences are considered
- Efforts are made to resolve the misunderstanding, taking account of cultural considerations
- Issues and problems are referred to the appropriate team leader/supervisor for follow-up