Assessor Resource

TLIG707B
Work in a socially diverse environment

Assessment tool

Version 1.0
Issue Date: April 2024


Work must be carried out in accordance with workplace procedures and relevant anti-discrimination and equal employment opportunity regulations.

Work is performed with limited or minimum supervision, with some accountability and responsibility for self and others in achieving the prescribed outcomes. It involves the application of communication principles and problem-solving techniques to facilitate work in a socially diverse environment.

This unit involves the skills and knowledge required to work in a socially diverse environment, including the development and application of the cultural awareness that is required by all people working in the transport and distribution industries. It includes the cultural awareness required for serving customers and working with colleagues from diverse backgrounds.

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

Prerequisites

Not applicable.

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 competency is packaged will assist in identifying employability skill 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 knowledge and skills, the range statement and the assessment guidelines for this Training Package.

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

The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:

the underpinning knowledge and skills

relevant legislation and workplace procedures

other relevant aspects of the range statement

Context of and specific resources for assessment

Performance is demonstrated consistently over a period of time and in a suitable range of contexts

Resources for assessment include:

a range of relevant exercises, case studies and other simulated practical and knowledge assessment, and/or

access to an appropriate range of relevant operational situations in the workplace

In both real and simulated environments, access is required to:

relevant and appropriate materials and/or equipment, and/or

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals

Method of assessment

Assessment of this unit must be undertaken by a registered training organisation

As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests

Practical assessment must occur:

through appropriately simulated activities at the registered training organisation, and/or

in an appropriate range of situations in the workplace

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.

REQUIRED KNOWLEDGE AND SKILLS

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

Required knowledge:

Principles of equal employment opportunity (EEO) and anti-discrimination legislation as they apply to individual employees

Recognition of the different cultural groups in Australian society

Basic knowledge of the culture of Australia's indigenous and non-indigenous peoples

Recognition of various international customer groups (as appropriate to the sector and individual workplace)

Principles that underpin cultural awareness

Knowledge of what it means to be 'culturally aware'

Typical cross-cultural misunderstandings and problems that can occur in the workplace and appropriate ways of dealing with them

Required skills:

Communicate effectively with others when working in a socially diverse environment

Read and interpret instructions, procedures, information and signs relevant to working in a socially diverse environment

Interpret and follow operational instructions and prioritise work

Complete documentation related to working in a socially diverse environment

Work collaboratively with others in a socially diverse environment

Adapt appropriately to cultural differences in the workplace, including modes of behaviour and interactions with others

Promptly report and/or rectify any identified problems that may occur when working in a socially diverse environment in accordance with regulatory requirements and workplace procedures

Monitor work activities in terms of planned schedule

Modify activities depending on differing operational contingencies, risk situations and environments

Work systematically with required attention to detail without injury to self or others, or damage to goods or equipment

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.

Cultural differences may include but are not limited lo those of the following nature (examples only):

race

language

special needs

disabilities

family-structure

age

sexual preference

Possible cultural differences may include but are not limited to:

language spoken

forms of address

levels of formality/informality

non-verbal behaviour

work ethics

personal grooming

family obligations

recognised holidays

special needs

product preferences

Attempts to overcome language barriers may be made to:

meet and greet/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 but are not limited to:

interpretative services

diplomatic services

local cultural organisations

appropriate government agencies

educational institutions

Depending on the type of organisation concerned and the local terminology used, workplace plans/procedures may include:

company plans/procedures

enterprise plans/procedures

organisational plans/procedures

established plans/procedures

Information/documents may include:

workplace procedures

guideline documents on cultural differences and how to deal with them

documents that provide information on equal employment opportunity principles and obligations and anti-discrimination regulations

Applicable legislation may include:

Australian and state/territory anti-discrimination legislation

Australian and state/territory equal opportunity legislation

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
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 
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 

Forms

Assessment Cover Sheet

TLIG707B - 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

TLIG707B - 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: