Application
This unit involves the skills and knowledge required to work in a socially diverse environment, in compliance with relevant regulatory requirements of the Civil Aviation Safety Authority (CASA) and national operating standards. It includes communicating with customers and colleagues from diverse backgrounds, and dealing with cross-cultural misunderstandings. This unit addresses aviation non-technical skill requirements (mental, social and personal-management abilities) related to teamwork duties of aviation personnel, and contributes to safe and effective performance in complex aviation operational environments. Operations are conducted as part of recreational, commercial and military aircraft activities across a variety of operational contexts within the Australian aviation industry. Work is performed independently or under limited supervision as a single operator or within a team environment. Licensing, legislative, regulatory or certification requirements are applicable to this unit. Use for Defence Aviation is to be in accordance with relevant Defence Orders, Instructions, Publications and Regulations.. |
Elements and Performance Criteria
ELEMENTS | PERFORMANCE CRITERIA | ||
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. | ||
1 | Communicate with customers and colleagues from diverse backgrounds | 1.1 | Customers and colleagues from all cultural groups are valued and treated with respect and sensitivity |
1.2 | Cultural differences are accommodated in verbal and non-verbal communication | ||
1.3 | Where language barriers exist, efforts are made to communicate by using gestures or simple words in the other person’s language | ||
1.4 | Assistance from colleagues, reference books or outside organisations is obtained as required | ||
2 | Deal with cross-cultural misunderstandings | 2.1 | Issues that may cause conflict or misunderstanding in the workplace are identified |
2.2 | Difficulties are addressed with appropriate people and assistance is sought from team leaders | ||
2.3 | When difficulties or misunderstandings occur, possible cultural differences are considered | ||
2.4 | Efforts are made to resolve misunderstandings, taking account of cultural considerations | ||
2.5 | Issues and problems are referred to appropriate team leader/supervisor for follow-up |
Evidence of Performance
Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements, performance criteria and range of conditions on at least one occasion and include: |
applying relevant legislation and workplace procedures communicating effectively with others completing relevant documentation implementing work health and safety (WHS)/occupational health and safety (OHS) procedures and relevant regulations modifying activities depending on differing operational contingencies, risk situations and environments monitoring work activities in terms of planned schedule reading, interpreting and following relevant regulations, instructions, procedures, information and signs reporting and/or rectifying any problems, problems, faults or malfunctions promptly, in accordance with workplace procedures responding appropriately to cultural differences in the workplace working collaboratively with others in a socially diverse environment working systematically with required attention to detail without injury to self or others, or damage to goods or equipment. |
Evidence of Knowledge
Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements, performance criteria and range of conditions and include knowledge of: |
basic culture of Australia’s indigenous and non-indigenous peoples cultural differences: age disabilities family obligations family-structure forms of address language levels of formality/informality non-verbal behaviour personal grooming product preferences race recognised holidays sexual preference specific needs work ethics principles of equal employment opportunity (EEO) and anti-discrimination legislation as they apply to individual employees principles that underpin cultural awareness recognition of different cultural groups in Australian society recognition of various international customer groups (as appropriate to the sector and individual workplace) relevant Australian and state/territory anti-discrimination legislation and equal opportunity legislation typical cross-cultural misunderstandings and problems that can occur in the workplace, and appropriate ways of dealing with them what it means to be culturally aware when attempts to overcome language barriers may be required: answering simple enquiries describing goods and services giving simple directions giving simple instructions meeting and greeting/farewelling customers preparing for, serving and assisting customers. |
Assessment Conditions
As a minimum, assessors must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment. As a minimum, assessment must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment. Assessment processes and techniques must be appropriate to the language, literacy and numeracy requirements of the work being performed and the needs of the candidate. Assessment must occur in workplace operational situations. Where this is not appropriate, assessment must occur in simulated workplace operational situations that reflect workplace conditions. Resources for assessment must include access to: a range of relevant exercises, case studies and/or simulations acceptable means of simulation assessment applicable documentation including workplace procedures, regulations, codes of practice and operation manuals relevant materials, tools, equipment and personal protective equipment currently used in industry. |
Foundation Skills
Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.
Range Statement
Range is restricted to essential operating conditions and any other variables essential to the work environment. | |
Outside organisations must include one or more of the following: | appropriate government agencies diplomatic services educational institutions interpretative services local cultural organisations |
Sectors
Not applicable.
Competency Field
G – Teamwork