ELEMENT

PERFORMANCE CRITERIA

1. Use verbal and non-verbal communication in a culturally sensitive manner

1.1. Cultural differences of the client are identified.

1.2. A rapport with the client is established to facilitate further conversation.

1.3. Conventions of conversation and language patterns are respected.

1.4. Language and concepts used are appropriate to the client.

1.5. Gestures and non-verbal communication used are appropriate.

1.6. Dress and attitude are appropriate for client interaction.

2. Interact with clients in a culturally appropriate way

2.1. Strategies for developing effective cross-cultural relationships are used.

2.2. Barriers to effective cross-cultural communication are identified and addressed to maintain effective relationships.

2.3. Strategies for resolving differences or misunderstandings are used.

2.4. Resources to facilitate effective communication within the workplace are identified and used.

2.5. Compliance requirements are based on culturally appropriate practices.

Required skills

demonstrating respect for people and their culture

identifying culturally-safe work practices

making and maintaining cross-cultural relationships

using verbal and non-verbal communication techniques to sensitively and respectfully communicate in a cross-cultural context.

Literacy skills used for:

illustrating compliance requirements.

Required knowledge

differences between cultures, particularly the cultures of Aboriginal and Torres Strait Islander people and others

fundamental patterns of cultural difference, including:

approaches to completing tasks

approaches to knowing

attitudes to conflict

attitudes to disclosure

communication styles

decision-making styles

interpreter resources

legislation and policies relevant to access and equity that may include:

commonwealth, state or territory legislation

community standards and regulations

industry codes of practice

organisational policies, procedures and practices

past and present power relations and their impact on the workplace

racism and discrimination and laws pertaining to these issues

understanding words and actions of people from differing backgrounds:

non-verbal communication conventions

verbal communication conventions.

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 evidence required to demonstrate competence in this unit

Assessment must confirm the ability to:

communicate effectively and sensitively within a cross-cultural context.

Assessment must confirm knowledge of:

cultural differences and their impact on the appropriate use of verbal and non-verbal communication

barriers to effective cross-cultural communication.

Context of and specific resources for assessment

Assessment is to be conducted at the workplace or in a simulated work environment. Evidence of competency may be gathered over time and from a range of actual or simulated situations.

Resources may include:

agency policies and procedures.

Method of assessment

The following assessment methods are suggested:

role-play or simulation

observation of practical demonstration

scenarios or case studies

written or oral short-answer testing.

Guidance information for assessment

This unit may be assessed holistically with other units within a qualification.

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.

Communication may include:

gender specific

gestures

signs

verbal and non-verbal

written.

Cultural differences may include:

interpersonal approach

perceived authority

priorities

responsibilities

terms of reference

thinking and learning styles

values and beliefs.

Conventions of conversation may include:

affirmation

assertiveness

eye contact

questioning techniques

time orientation

use of names.

Strategies for developing effective cross-cultural communication may include:

general guidelines and standards for approaching specific tasks and issues

mutual respect

relevant concepts and information presented using:

diagrams

flow charts

graphs

interactive multimedia

pictures

tables

video camera images

visual or iconic representations

workplace induction programs.

Barriers to effective cross-cultural communication may include:

assumptions

power imbalance

racist and prejudiced attitudes

socioeconomic

stereotypes and generalisations

structural.

Strategies for resolving differences may include:

mediation

negotiation of culturally appropriate guidelines

workplace codes of practice.

Resources may include:

people identified with appropriate cross-cultural knowledge

reference groups

workplace designed to accommodate cultural needs

workplace policies and procedures.

Unit sector

Fisheries compliance

This unit contains employability skills.