This unit involves the skills and knowledge required to work in a socially diverse environment, in compliance with relevant regulatory requirements of the Civil Aviation Safety Authority (CASA) and national operating standards.

It includes communicating with customers and colleagues from diverse backgrounds, and dealing with cross-cultural misunderstandings.

This unit addresses aviation non-technical skill requirements (mental, social and personal-management abilities) related to teamwork duties of aviation personnel, and contributes to safe and effective performance in complex aviation operational environments.

Operations are conducted as part of recreational, commercial and military aircraft activities across a variety of operational contexts within the Australian aviation industry.

Work is performed independently or under limited supervision as a single operator or within a team environment.

Licensing, legislative, regulatory or certification requirements are applicable to this unit.

Use for Defence Aviation is to be in accordance with relevant Defence Orders, Instructions, Publications and Regulations..

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Communicate with customers and colleagues from diverse backgrounds

1.1

Customers and colleagues from all cultural groups are valued and treated with respect and sensitivity

1.2

Cultural differences are accommodated in verbal and non-verbal communication

1.3

Where language barriers exist, efforts are made to communicate by using gestures or simple words in the other person’s language

1.4

Assistance from colleagues, reference books or outside organisations is obtained as required

2

Deal with cross-cultural misunderstandings

2.1

Issues that may cause conflict or misunderstanding in the workplace are identified

2.2

Difficulties are addressed with appropriate people and assistance is sought from team leaders

2.3

When difficulties or misunderstandings occur, possible cultural differences are considered

2.4

Efforts are made to resolve misunderstandings, taking account of cultural considerations

2.5

Issues and problems are referred to appropriate team leader/supervisor for follow-up

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements, performance criteria and range of conditions on at least one occasion and include:

applying relevant legislation and workplace procedures

communicating effectively with others

completing relevant documentation

implementing work health and safety (WHS)/occupational health and safety (OHS) procedures and relevant regulations

modifying activities depending on differing operational contingencies, risk situations and environments

monitoring work activities in terms of planned schedule

reading, interpreting and following relevant regulations, instructions, procedures, information and signs

reporting and/or rectifying any problems, problems, faults or malfunctions promptly, in accordance with workplace procedures

responding appropriately to cultural differences in the workplace

working collaboratively with others in a socially diverse environment

working systematically with required attention to detail without injury to self or others, or damage to goods or equipment.

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements, performance criteria and range of conditions and include knowledge of:

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.

As a minimum, assessors must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

As a minimum, assessment must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

Assessment processes and techniques must be appropriate to the language, literacy and numeracy requirements of the work being performed and the needs of the candidate.

Assessment must occur in workplace operational situations. Where this is not appropriate, assessment must occur in simulated workplace operational situations that reflect workplace conditions.

Resources for assessment must include access to:

a range of relevant exercises, case studies and/or simulations

acceptable means of simulation assessment

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals

relevant materials, tools, equipment and personal protective equipment currently used in industry.

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Outside organisations must include one or more of the following:

appropriate government agencies

diplomatic services

educational institutions

interpretative services

local cultural organisations