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. |