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Elements and Performance Criteria

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

Non-essential conditions can be found in the Companion Volume Implementation Guide.

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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 and performance criteria on at least one occasion and include:

adapting appropriately to cultural differences in the workplace, including modes of behaviour and interactions with others communicating and working effectively with others when working in a socially diverse environment completing documentation related to working in a socially diverse environment reading, interpreting and applying instructions, legislation, procedures, information and signs relevant to working in a socially diverse environment reporting and/or rectifying identified problems promptly, in accordance with regulatory requirements and workplace procedures.

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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 and performance criteria and include knowledge of:

basic awareness of the culture of Australia’s indigenous and non-indigenous peoples cultural awareness principles of equal employment opportunity (EEO) and anti-discrimination legislation as they apply to individual employees principles that underpin cultural awareness recognition of the different cultural groups in Australian society recognition of various international customer groups (appropriate to the sector and individual workplace) typical cross-cultural misunderstandings and problems that can occur in the workplace, and appropriate ways of dealing with them.

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