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 antidiscrimination 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 crosscultural 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 nonIndigenous people sufficient to aid crosscultural 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 antidiscrimination legislation as they apply to individual employees and any associated workplace policies

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 TrainingPackage

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 antidiscrimination 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 problemsolving techniques

written and oral questioning or interview to test knowledge of EEO and antidiscrimination legislative issues and workplace policies

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

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

SITXCCSA Provide quality customer service

SITXCCS002A Provide quality customer service

SITXCOMA Work with colleagues and customers

SITXCOM001A Work with colleagues and customers

SITXLANA 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

Cultural differences may relate to:

Attempts to overcome language barriers may include:

Outside organisations may include:

Possible cultural differences and needs may include: