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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Communicate with customers and colleagues from diverse backgrounds.
   • Respect customers and colleagues from different social and cultural groups and treat them with respect and sensitivity.
   • Consider social and cultural differences in all verbal and non-verbal communication.
   • Respond to others in a non-discriminatory way.
   • Make attempts to overcome language barriers.
   • Seek help with communication when necessary.
2. Address cross-cultural misunderstandings.
   • Identify social and cultural issues that may cause conflict or misunderstanding in the workplace.
   • Address difficulties and seek assistance from others when necessary.
   • Consider social and cultural differences when difficulties or misunderstandings occur.
   • Make efforts to resolve misunderstandings, taking account of social and cultural considerations.
   • Escalate problems and unresolved issues to appropriate supervisor or manager for follow-up.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

communicate in a non-discriminatory way with colleagues and customers from at least three different social and cultural groups:

demonstrating attempts to overcome language barriers

communicating in line with appropriate social and cultural conventions

demonstrating respect and sensitivity

identify when assistance is required in the above communication, and seek help using the appropriate channels.

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Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

key principles of fairness and equity in relation to interaction with colleagues and customers

key cultural and religious protocols of main social and cultural groups in Australian society, including Australian Indigenous people

key cultural and religious protocols of main inbound tourist markets to Australia

different types of disability and their implications for the workplace

anti-discrimination policies for the industry and specific organisation

basic aspects of state, territory and commonwealth laws covering anti-discrimination, including requirements to:

treat customers and colleagues fairly and equitably

not discriminate, show partiality or grant any special favours on the basis of social and cultural attributes

not threaten, humiliate or intimidate people because of their social or cultural attributes

sources of assistance in communicating with colleagues and customers from diverse social and cultural groups:

government agencies

diplomatic services

disability advocacy groups

educational institutions

interpreter services

local cultural organisations

approaches to overcoming language barriers in the workplace:

communicating through the use of:

gestures

signs

simple words in English or the other person’s language

giving simple directions

giving simple instructions.

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