This unit is based on the tourism and hospitality unit THHCOR2A Work in a socially diverse environment and the transport and distribution unit TDTG701A Work in a socially diverse environment.

This unit involves the application of communication principles and problem solving techniques to facilitate work in a socially diverse environment.

ELEMENT

PERFORMANCE CRITERIA

1. Communicate with people from diverse backgrounds

1.1. People from all cultural groups are valued and treated with respect and sensitivity

1.2. Verbal and non-verbal communication takes account of cultural differences

1.3. Where language barriers exist, efforts are made to communicate through use of gestures or simple words in the other persons' language

1.4. Assistance from colleagues, specialist resources or outside organisations is obtained when required

2. Respond to cross-cultural misunderstandings

2.1. Issues which may cause conflict or misunderstanding in the workplace are identified

2.2. Difficulties are addressed with the appropriate people in the workplace

2.3. When difficulties or misunderstandings occur, possible cultural differences are considered

2.4. Efforts are made to resolve the misunderstanding, taking account of cultural considerations

2.5. Issues and problems that cannot be resolved are referred as required for follow up

Required skills

Ability to:

identify and recognise cultural differences in the workplace

apply understanding of cultural difference to communicate effectively to achieve work requirements, including selecting appropriate communication style to suit audience

identify and respond to cross-cultural misunderstandings

use oral communication skills/language competence to fulfil the job role as specified by the organisation, including questioning, active listening, asking for clarification and seeking advice from supervisor

Required knowledge

Knowledge of:

principles of equal employment opportunity (EEO) and anti-discrimination legislation as they apply to company and employee rights and responsibilities in the workplace

recognition of the different cultural groups in the workplace

understanding of the basis of cultural difference, including behaviour or practices that can cause offence, and related strategies for interacting in ways that are culturally sensitive

communication strategies and styles appropriate to diverse audiences related to the workplace

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Assessment must be carried out in a manner that recognises the cultural and literacy requirements of the assessee and is appropriate to the work performed. Competence in this unit must be achieved in accordance with food safety standards and regulations.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of ability to:

identify responsibilities according to the principles of anti-discrimination legislation

treat people from other cultures with respect and sensitivity

make efforts to communicate and understand others using verbal and non-verbal techniques

seek assistance when required to facilitate understanding

treat cross-cultural misunderstandings with sensitivity and act to resolve the matter with respect.

Context of and specific resources for assessment

Assessment must occur in a real or simulated workplace where the assessee has access to:

advice on legal rights and responsibilities relating to anti-discrimination and EEO

related company policies and procedures

opportunities to interact with others using typical workplace communication processes.

Method of assessment

This unit should be assessed together with core units and other units of competency relevant to the function or work role.

Guidance information for assessment

To ensure consistency in one's performance, competency should be demonstrated on more than one occasion over a period of time in order to cover a variety of circumstances, cases and responsibilities, and where possible, over a number of assessment activities.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Policies and procedures

Work is carried out according to company policies and procedures, regulatory and licensing requirements, legislative requirements and industrial awards and agreements

Legislative requirements

Legislative requirements are typically reflected in procedures and specifications. Legislation includes:

anti-discrimination

EEO

People from diverse backgrounds

People from diverse backgrounds may include:

any person involved in or related to the work process, such as work colleagues, managers and external personnel

Cultural differences

Cultural difference may include but is not limited to:

race

special needs

disabilities

gender

marital status

sexual preference

age

Examples of cultural differences

Examples of cultural differences may include but are not limited to:

language spoken and related communication style

levels of formality/informality

personal grooming

family obligations

recognised holidays

customs

work ethic

product preferences

Outside organisations

Outside organisations may include but are not limited to:

interpretative services

diplomatic services

local cultural organisations

appropriate government agencies

educational institutions

Unit sector

Operational

This unit contains employability skills.