Assessor Resource

SITXCOM002A
Work in a socially diverse environment

Assessment tool

Version 1.0
Issue Date: April 2024


This unit describes a fundamental communication skill for those working within the service industries and applies to the full range of industry sectors and environments. All personnel at all levels would apply this skill, but it does describe a basic operational level of communication of minimal complexity.

This unit describes the performance outcomes, skills and knowledge required to be culturally aware when serving customers and working with colleagues from diverse backgrounds. It requires the ability to communicate with people of different social and cultural backgrounds with respect and sensitivity and address cross-cultural misunderstandings.

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Prerequisites

Nil

Employability Skills

The required outcomes described in this unit of competency contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements.



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

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

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

Evidence of the following is essential:

social and cultural understanding and sensitivity in responding to different types of customers and colleagues

ability to identify and respond to the cultural context of the workplace

ability to apply knowledge of different cultures and cultural characteristics appropriately when communicating with colleagues and customers

ability to communicate effectively with customers and colleagues from a broad range of backgrounds and on different operational activities that are relevant to the particular organisation and job role.

Context of and specific resources for assessment

Assessment must ensure:

ability to communicate with colleagues and customers in a culturally sensitive manner while undertaking operational activities within a commercially realistic environment

access to EEO and anti-discrimination policies and any plain English information documents produced by government information agencies.

Methods of assessment

A range of assessment methods should be used to assess the practical skills and knowledge required to communicate with culturally diverse customers and colleagues. The following examples are appropriate for this unit:

observation of the candidate interacting with colleagues and customers from diverse cultural and social backgrounds

case studies or projects to consider particular conflict situations arising from diversity and to suggest appropriate means of resolving them

questions about cultural values and differences and effective communication and problem-solving techniques

written and oral questioning or interview to test knowledge of EEO and anti-discrimination legislative issues and workplace policies

review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

SITXCCS002A Provide quality customer service

SITXCOM001A Work with colleagues and customers

SITXLAN1__A Conduct basic workplace oral communication in a language other than English.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.

Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

This section describes the essential skills and knowledge and their level, required for this unit.

The following skills must be assessed as part of this unit:

literacy skills to read and understand any workplace equal employment opportunity (EEO) and anti-discrimination policies and plain English information documents produced by government information agencies

basic communication skills to identify and attempt to resolve misunderstandings which may be due to cross-cultural issues.

The following knowledge must be assessed as part of this unit:

principles that underpin cultural awareness

overview of general characteristics and key aspects of the main social and cultural groups in Australian society, including Indigenous and non-Indigenous people, sufficient to aid cross-cultural understanding

overview of general characteristics of various international tourist groups appropriate to sector and individual workplace to enable their identification

basic knowledge of types of disability and implications for the workplace

principles and basic knowledge of EEO and anti-discrimination legislation as they apply to individual employees, and any associated workplace policies.

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 in the performance criteria is detailed below.

Cultural differences may relate to:

race

language

special needs

disabilities

family structure

gender

age

sexual preference.

Attempts to overcome language barriers may include:

meet, greet and farewell customers

give simple directions

give simple instructions

answer simple enquiries

prepare for, serve and assist customers

describe goods and services.

Outside organisations may include:

interpreter services

diplomatic services

local cultural organisations

appropriate government agencies

educational institutions

disability advocacy groups.

Possible cultural differences and needs may include:

language spoken

forms of address

levels of formality or informality

varied cultural interpretation of non-verbal behaviour

work ethics

personal grooming, including dress and hygiene habits

family and social obligations and status

observance of special religious, feasts or other celebratory days

customs, beliefs and values

product preferences.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
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. 
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. 

Forms

Assessment Cover Sheet

SITXCOM002A - Work in a socially diverse environment
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

SITXCOM002A - Work in a socially diverse environment

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: