- CHCCS405A - Work effectively with culturally diverse clients and co-workers
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
CHCCS405A Mapping and Delivery Guide
Work effectively with culturally diverse clients and co-workers
Version 1.0
Issue Date: April 2024
| Qualification | - |
Unit of Competency | CHCCS405A - Work effectively with culturally diverse clients and co-workers |
|---|---|---|---|
| Description | This unit deals with the cultural awareness required for effective communication and cooperation with persons of diverse cultures.This unit deals with the cultural awareness required for effective communication and cooperation with persons of diverse cultures | ||
| Employability Skills | Not applicable. | ||
| Learning Outcomes and Application | Not applicable. | ||
| Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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| Prerequisites/co-requisites | Not applicable. | ||
| Competency Field | |||
| Development and validation strategy and guide for assessors and learners | Student Learning Resources | Handouts Activities |
Slides PPT |
Assessment 1 | Assessment 2 | Assessment 3 | Assessment 4 | |
|---|---|---|---|---|---|---|---|---|
| Elements of Competency | Performance Criteria | |||||||
| Element: Apply an awareness of culture as a factor in all human behaviour |
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| Element: Contribute to the development of relationships based on cultural diversity |
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| Element: Communicate effectively with culturally diverse persons |
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| Element: Resolve cross-cultural misunderstandings |
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Evidence Required
List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.
Critical aspects of assessment:
Demonstration of respect and inclusiveness of culturally diverse people in all work practices
Effective communication demonstrated with culturally diverse persons
Effective use of strategies to eliminate discrimination and bias in the workplace
Essential knowledge:
Recognition of cultural diversity in Australian society with many individuals living in many cultures
Recognition of cultural influences and changing cultural practices in Australia and its impact on diverse communities that make up Australian society
Knowledge of one's own cultural conceptions and pre-conceptions and perspective of diverse cultures
Recognition of impact of cultural practices and experiences on personal behaviour, interpersonal relationships, perception and social expectations of others
Recognition of culture as a dynamic social phenomenon.
Recognition of culture as a range of social practices and beliefs evolving over time
Recognition that the word 'normal' is a value-laden, excluding concept that often precludes acknowledgment of the diversity of people, their life experiences and situations
Recognition of the unique way individuals may experience a culture and respond to past experiences
Knowledge of the principles of equal employment opportunity, sex, race, disability, anti-discrimination and similar legislation and the implications for work and social practices
Knowledge of availability of resources and assistance within and external to the organisation in relation to cultural diversity issues
Knowledge of the role and use of language and cultural interpreters
Essential skills:
Ability to employ culturally respectful practices
Ability to sensitively and respectfully communicate with persons of diverse backgrounds and cultures
Ability to respectfully and sensitively respond to cultural beliefs and practices that may cause harm
Ability to form effective workplace relationships with co-workers and colleagues of diverse backgrounds and culture
Ability to participate in identifying and implementing culturally safe work practices
Ability to employ basic conflict resolution and negotiation skills
Relationship with other units:
This unit can be delivered and assessed independently, however holistic assessment practice with other general health services units of competency is encouraged.
Resource implications:
Resource requirements include all the relevant resources commonly provided in the health service setting. Specific tools may include:
Relevant policies and procedures manuals, legislation and standards
Organisation's mission statement, strategic and business plan
Other documentation relevant to the work context such as:
organisational charts
organisations protocols for access to interpreter services
Method of assessment:
Assessment may include:
observation of work performance
written tasks
interview and questioning
authenticated portfolio/log book
supporting statement of supervisor(s)
authenticated evidence of relevant work experience and/or formal/informal learning
Context of assessment:
This unit is most appropriately assessed in the workplace or a simulated workplace environment under the normal range of work conditions.
Assessment should be conducted on more than one occasion to cover a variety of circumstances to establish consistency.
A diversity of assessment tasks is essential for holistic assessment.
Critical aspects of assessment:
Demonstration of respect and inclusiveness of culturally diverse people in all work practices
Effective communication demonstrated with culturally diverse persons
Effective use of strategies to eliminate discrimination and bias in the workplace
Essential knowledge:
Recognition of cultural diversity in Australian society with many individuals living in many cultures
Recognition of cultural influences and changing cultural practices in Australia and its impact on diverse communities that make up Australian society
Knowledge of one's own cultural conceptions and pre-conceptions and perspective of diverse cultures
Recognition of impact of cultural practices and experiences on personal behaviour, interpersonal relationships, perception and social expectations of others
Recognition of culture as a dynamic social phenomenon.
Recognition of culture as a range of social practices and beliefs evolving over time
Recognition that the word 'normal' is a value-laden, excluding concept that often precludes acknowledgment of the diversity of people, their life experiences and situations
Recognition of the unique way individuals may experience a culture and respond to past experiences
Knowledge of the principles of equal employment opportunity, sex, race, disability, anti-discrimination and similar legislation and the implications for work and social practices
Knowledge of availability of resources and assistance within and external to the organisation in relation to cultural diversity issues
Knowledge of the role and use of language and cultural interpreters
Essential skills:
Ability to employ culturally respectful practices
Ability to sensitively and respectfully communicate with persons of diverse backgrounds and cultures
Ability to respectfully and sensitively respond to cultural beliefs and practices that may cause harm
Ability to form effective workplace relationships with co-workers and colleagues of diverse backgrounds and culture
Ability to participate in identifying and implementing culturally safe work practices
Ability to employ basic conflict resolution and negotiation skills
Relationship with other units:
This unit can be delivered and assessed independently, however holistic assessment practice with other general health services units of competency is encouraged.
Resource implications:
Resource requirements include all the relevant resources commonly provided in the health service setting. Specific tools may include:
Relevant policies and procedures manuals, legislation and standards
Organisation's mission statement, strategic and business plan
Other documentation relevant to the work context such as:
organisational charts
organisations protocols for access to interpreter services
Method of assessment:
Assessment may include:
observation of work performance
written tasks
interview and questioning
authenticated portfolio/log book
supporting statement of supervisor(s)
authenticated evidence of relevant work experience and/or formal/informal learning
Context of assessment:
This unit is most appropriately assessed in the workplace or a simulated workplace environment under the normal range of work conditions.
Assessment should be conducted on more than one occasion to cover a variety of circumstances to establish consistency.
A diversity of assessment tasks is essential for holistic assessment.
Submission Requirements
List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here
Assessment task 1: [title] Due date:
(add new lines for each of the assessment tasks)
Assessment Tasks
Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.
Not applicable.
Work practices may relate to:
Dealing with persons of diverse race, ethnicity, class, ability, sexual preference and age
Compliance with duty of care policies of the organisation
Collection and provision of information
Communication
Provision of assistance
Contact with families and carers
Physical contact
Care of deceased persons
Handling personal belongings
Provision of food services
Work practices that are culturally appropriate would be non-discriminatory and free of bias, stereotyping, racism and prejudice.
Cultural diversity may include:
Ethnicity
Race
Language
Cultural norms and values
Religion
Beliefs and customs
Kinship and family structure and relationships
Personal history and experience, which may have been traumatic
Gender and gender relationships
Age
Disability
Sexuality
Special needs
Communication may be:
Verbal
Appropriate gestures and facial and physical expressions
Posture
Written
Signage
Through an interpreter or other person
Strategies to eliminate bias and discrimination may include:
Cross cultural work teams
Cross cultural employee representation on committees
Workplace free of culturally insensitive literature, posters, signage
Inclusion in decision-making
Work practices may relate to:
Dealing with persons of diverse race, ethnicity, class, ability, sexual preference and age
Compliance with duty of care policies of the organisation
Collection and provision of information
Communication
Provision of assistance
Contact with families and carers
Physical contact
Care of deceased persons
Handling personal belongings
Provision of food services
Work practices that are culturally appropriate would be non-discriminatory and free of bias, stereotyping, racism and prejudice.
Cultural diversity may include:
Ethnicity
Race
Language
Cultural norms and values
Religion
Beliefs and customs
Kinship and family structure and relationships
Personal history and experience, which may have been traumatic
Gender and gender relationships
Age
Disability
Sexuality
Special needs
Communication may be:
Verbal
Appropriate gestures and facial and physical expressions
Posture
Written
Signage
Through an interpreter or other person
Strategies to eliminate bias and discrimination may include:
Cross cultural work teams
Cross cultural employee representation on committees
Workplace free of culturally insensitive literature, posters, signage
Inclusion in decision-making
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.
Observation Checklist
| Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice | Yes | No | Comments/feedback |
|---|---|---|---|
| Work practices followed are culturally appropriate | |||
| Work practices followed create a culturally and psychologically safe environment for all persons | |||
| Work practices are reviewed and modified in consultation with persons from diverse cultural backgrounds | |||
| Respect for cultural diversity is demonstrated in all communication and interactions with clients, colleagues and customers | |||
| Specific strategies are used to eliminate bias and discrimination in dealing with clients and co-workers | |||
| Respect for cultural diversity is demonstrated in all communication with clients, their families staff, customers and others | |||
| Communication is used constructively to develop and maintain effective relationships, mutual trust and confidence | |||
| Where language barriers exist, efforts are made to communicate in the most effective way possible | |||
| Assistance is sought from interpreters or other persons as required | |||
| Issues that may cause conflict are identified | |||
| If difficulties or misunderstandings occur, cultural differences are considered | |||
| Effort is made to sensitively resolve differences, taking account of cultural considerations | |||
| Difficulties are addressed with appropriate people and assistance sought when required |
Forms
Assessment Cover Sheet
CHCCS405A - Work effectively with culturally diverse clients and co-workers
Assessment task 1: [title]
Student name:
Student ID:
I declare that the assessment tasks submitted for this unit are my own work.
Student signature:
Result: Competent Not yet competent
Feedback to student
Assessor name:
Signature:
Date:
Assessment Record Sheet
CHCCS405A - Work effectively with culturally diverse clients and co-workers
Student name:
Student ID:
Assessment task 1: [title] Result: Competent Not yet competent
(add lines for each task)
Feedback to student:
Overall assessment result: Competent Not yet competent
Assessor name:
Signature:
Date:
Student signature:
Date: