Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

SITXCOM201 Mapping and Delivery Guide
Show social and cultural sensitivity

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency SITXCOM201 - Show social and cultural sensitivity
Description This unit describes the performance outcomes, skills and knowledge required to be socially aware when serving customers and working with colleagues. It requires the ability to communicate with people from a range of social and cultural groups with respect and sensitivity and address cross-cultural misunderstandings.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit applies to all tourism, travel, hospitality and event sectors.All personnel at all levels use this skill in the workplace during the course of their daily activities.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
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: Communicate with customers and colleagues from diverse backgrounds.
  • Value and 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.
  • Obtain assistance with communication.
       
Element: Address cross cultural misunderstandings.
  • Identify issues that may cause conflict or misunderstanding in the workplace.
  • Address difficulties and seek assistance from others.
  • Consider social and cultural differences when difficulties or misunderstandings occur.
  • Make efforts to resolve misunderstandings, taking account of social and cultural considerations.
  • Refer problems and unresolved issues to the appropriate supervisor or manager for follow-up.
       


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.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

communicate with colleagues and customers from diverse range of social and cultural groups with respect and sensitivity

integrate knowledge of different cultures and cultural characteristics when communicating with colleagues and customers.

Context of and specific resources for assessment

Assessment must ensure use of:

a real or simulated tourism, hospitality or events industry business activity where communication with socially diverse customers and colleagues takes place

current workplace antidiscrimination policies

plain English documents issued by government regulators that provide information on antidiscrimination laws

others with whom the individual can interact.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct observation, using role plays, of the individual interacting with colleagues and customers from diverse social and cultural backgrounds

exercises and activities to assess the individual’s ability to recognise the general characteristics of diverse colleagues and customers

use of problem-solving exercises so the individual can suggest ways of resolving difficulties or misunderstandings

written or oral questioning to assess knowledge of antidiscrimination laws and workplace policies

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

Guidance information for assessment

The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:

SITHACS201 Provide porter services

SITHACS303 Provide accommodation reception services

SITXCCS101 Provide information and assistance

SITXCCS201 Provide visitor information

SITXCCS202 Interact with customers

SITXCCS301 Provide lost and found services

SITXCCS302 Provide club reception services

SITXCCS303 Provide service to customers

SITXLAN21__ Conduct basic workplace oral communication in a language other than English.


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.

Required skills

communication skills to:

respond to colleagues and customers with diverse social, cultural and language characteristics

discuss cross-cultural difficulties with others

literacy skills to read and interpret workplace antidiscrimination policies and plain English documents produced by government information agencies

problem-solving skills to identify and resolve issues that may cause conflict or misunderstandings in the workplace

teamwork skills to discuss cross-cultural misunderstandings and difficulties with supervisors, managers and other team members.

Required knowledge

key principles of fairness and equity

general characteristics of the main social and cultural groups in Australian society, including Indigenous people, and the key aspects of their cultural and religious protocols

general characteristics of the main inbound tourist markets and the key aspects of their cultural and religious protocols

different types of disability and implications for the workplace

antidiscrimination policies for the industry and the specific organisation

basic aspects of state, territory and commonwealth laws covering antidiscrimination, 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.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Social and cultural differences may relate to:

age

colour

criminal conviction

customs, beliefs and values

English language ability

family and social obligations and status

family structure

forms of address

gender

industrial activity or inactivity

language spoken

levels of formality or informality

marital status

national origin

observance of special religious, feasts or other celebratory days

personal grooming, including dress and hygiene habits

physical features

physical or mental disability or impairment

physical or mental illness

political belief or activity

race

religious belief or activity

sexual preference

status as a parent or carer

varied cultural interpretation of nonverbal behaviour

work ethics.

Attempts to overcome language barriers may involve:

communicating through the use of:

gestures

signs

sign language

simple words in English or the other person’s language

giving simple directions

giving simple instructions.

Assistance may be obtained from:

colleagues

government agencies

diplomatic services

disability advocacy groups

educational institutions

interpreter services

local cultural organisations

reference books.

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
Value and 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. 
Obtain assistance with communication. 
Identify issues that may cause conflict or misunderstanding in the workplace. 
Address difficulties and seek assistance from others. 
Consider social and cultural differences when difficulties or misunderstandings occur. 
Make efforts to resolve misunderstandings, taking account of social and cultural considerations. 
Refer problems and unresolved issues to the appropriate supervisor or manager for follow-up. 

Forms

Assessment Cover Sheet

SITXCOM201 - Show social and cultural sensitivity
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

SITXCOM201 - Show social and cultural sensitivity

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: