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Elements and Performance Criteria

1. Communicate with customers and colleagues from diverse backgrounds
   • Customers and colleagues from all cultural groups are valued and treated with respect and sensitivity
   • Cultural differences are accommodated in verbal and non-verbal communication
   • Where language barriers exist, efforts are made to communicate by using gestures or simple words in the other person’s language
   • Assistance from colleagues, reference books or outside organisations is obtained as required
2. Deal with cross-cultural misunderstandings
   • Issues that may cause conflict or misunderstanding in the workplace are identified
   • Difficulties are addressed with appropriate people and assistance is sought from team leaders
   • When difficulties or misunderstandings occur, possible cultural differences are considered
   • Efforts are made to resolve misunderstandings, taking account of cultural considerations
   • Issues and problems are referred to appropriate team leader/supervisor for follow-up

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

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Performance Evidence

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.

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Knowledge Evidence

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.

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