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Elements and Performance Criteria

1. Communicate with individuals from diverse backgrounds
   • Treat individuals and groups from different backgrounds, cultures and languages with respect and sensitivity
   • Communicate and cooperate effectively with individuals from different backgrounds in workplace activities
   • Where language barriers exist, make an effort to communicate using gestures, simple words and other appropriate methods
   • Take account of different traditions and ways of communicating in responding to workplace situations
   • Value and recognise as an asset the ability of team members to speak a language other than English and/or their experience of living in other regions or cultures
2. Deal with cross cultural misunderstandings
   • Identify issues which may cause conflict or misunderstanding in the workplace
   • Address difficulties with the 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 issues and problems to the appropriate team leader/supervisor for follow-up

Required Skills

Not applicable

Evidence Required

Underpinning skills and knowledge

Assessment must include evidence of the following knowledge and skills

principles that underpin cultural awareness and relevance to individual behaviour in the workplace

general characteristics of the different cultural groups in Australian society

cultures of Australias indigenous and nonindigenous peoples and relevant cultural protocols overview knowledge only

principles and techniques for resolution of crosscultural communication difficulties

principles of Equal Employment Opportunity EEO and antidiscrimination legislation as they apply to individual employees

Linkages to other units

This unit has linkages to a range of other communication units and combined assessment andor training with those units may be appropriate for example

CUECORB Work with others

CUECOR02B - Work with others

Critical aspects of evidence

The following evidence is critical to the judgement of competence in this unit

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

the ability to apply knowledge of different cultures and cultural characteristics appropriately in communication with individuals from a range of backgrounds

Method and context of assessment

The assessment context must provide for

project or work activities that allow the candidate to demonstrate knowledge and awareness of diversity issues in the workplace

Assessment may incorporate a range of methods to assess performance and the application of essential underpinning knowledge and might include

direct observation of the candidate interacting with people from diverse backgrounds

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

oral or written questioning to assess knowledge of communication and problem solving techniques with particular reference to diversity issues

review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate

Assessment methods should closely reflect workplace demands and the needs of particular groups eg people with disabilities and people who may have literacy or numeracy difficulties such as speakers of languages other than English remote communities and those with interrupted schooling

Resource requirements

There are no particular resource requirements for assessment of this unit

Key competencies in this unit

Key competencies are built into all workplace competencies The following table describes those applicable to this unit Trainers and assessors should ensure that they are addressed in training and assessment

Level Perform

Level Administer and Manage

Level Design and Evaluate

Collecting organising and analysing information

Identifying different cultural beliefs and values

Communicating ideas and information

Explaining how to do something to a colleague or customer from another language or cultural background

Planning and organising activities

Considering ways to deal with cultural conflicts or problems or to improve workplace communication

Working with others and in teams

Working cooperatively with other members of the work team including those from diverse backgrounds

Using mathematical ideas and techniques NA

Not Applicable

Solving problems

Dealing with problems such as communication breakdowns and misunderstandings

Using technology NA

Not Applicable

Underpinning skills and knowledge

Assessment must include evidence of the following knowledge and skills

principles that underpin cultural awareness and relevance to individual behaviour in the workplace

general characteristics of the different cultural groups in Australian society

cultures of Australias indigenous and nonindigenous peoples and relevant cultural protocols overview knowledge only

principles and techniques for resolution of crosscultural communication difficulties

principles of Equal Employment Opportunity EEO and antidiscrimination legislation as they apply to individual employees

Linkages to other units

This unit has linkages to a range of other communication units and combined assessment andor training with those units may be appropriate for example

CUECORB Work with others

CUECOR02B - Work with others

Critical aspects of evidence

The following evidence is critical to the judgement of competence in this unit

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

the ability to apply knowledge of different cultures and cultural characteristics appropriately in communication with individuals from a range of backgrounds

Method and context of assessment

The assessment context must provide for

project or work activities that allow the candidate to demonstrate knowledge and awareness of diversity issues in the workplace

Assessment may incorporate a range of methods to assess performance and the application of essential underpinning knowledge and might include

direct observation of the candidate interacting with people from diverse backgrounds

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

oral or written questioning to assess knowledge of communication and problem solving techniques with particular reference to diversity issues

review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate

Assessment methods should closely reflect workplace demands and the needs of particular groups eg people with disabilities and people who may have literacy or numeracy difficulties such as speakers of languages other than English remote communities and those with interrupted schooling

Resource requirements

There are no particular resource requirements for assessment of this unit

Key competencies in this unit

Key competencies are built into all workplace competencies The following table describes those applicable to this unit Trainers and assessors should ensure that they are addressed in training and assessment

Level Perform

Level Administer and Manage

Level Design and Evaluate

Collecting organising and analysing information

Identifying different cultural beliefs and values

Communicating ideas and information

Explaining how to do something to a colleague or customer from another language or cultural background

Planning and organising activities

Considering ways to deal with cultural conflicts or problems or to improve workplace communication

Working with others and in teams

Working cooperatively with other members of the work team including those from diverse backgrounds

Using mathematical ideas and techniques NA

Not Applicable

Solving problems

Dealing with problems such as communication breakdowns and misunderstandings

Using technology NA

Not Applicable

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Range Statement

The following explanations identify how this unit may be applied in different workplaces, sectors and circumstances.

Differences of background and culture may relate to:

race/ethnic origin

language

special needs

family structure

gender

age

sexual preference.

Possible cultural differences may include those relating to:

appropriate ways of greeting and parting

levels of formality

work ethics

family obligations

customs

social values

dress and grooming

non-verbal behaviour, understandings and interpretations

observance of special religious, feast or other celebratory days

product preferences.

The following explanations identify how this unit may be applied in different workplaces, sectors and circumstances.

Differences of background and culture may relate to:

race/ethnic origin

language

special needs

family structure

gender

age

sexual preference.

Possible cultural differences may include those relating to:

appropriate ways of greeting and parting

levels of formality

work ethics

family obligations

customs

social values

dress and grooming

non-verbal behaviour, understandings and interpretations

observance of special religious, feast or other celebratory days

product preferences.

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