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 to address cross-cultural misunderstandings should they arise.

The 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.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

communicate in a non-discriminatory way with colleagues and customers from at least three different social and cultural groups:

demonstrating attempts to overcome language barriers

communicating in line with appropriate social and cultural conventions

demonstrating respect and sensitivity

identify when assistance is required in the above communication, and seek help using the appropriate channels.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

key principles of fairness and equity in relation to interaction with colleagues and customers

key cultural and religious protocols of main social and cultural groups in Australian society, including Australian Indigenous people

key cultural and religious protocols of main inbound tourist markets to Australia

different types of disability and their implications for the workplace

anti-discrimination policies for the industry and specific organisation

basic aspects of state, territory and commonwealth laws covering anti-discrimination, 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

sources of assistance in communicating with colleagues and customers from diverse social and cultural groups:

government agencies

diplomatic services

disability advocacy groups

educational institutions

interpreter services

local cultural organisations

approaches to overcoming language barriers in the workplace:

communicating through the use of:

gestures

signs

simple words in English or the other person’s language

giving simple directions

giving simple instructions.

Skills must be demonstrated in an operational tourism, travel, hospitality or events environment where communication with socially diverse customers and colleagues takes place. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

current organisational anti-discrimination policies

plain English documents issued by government regulators that provide information on anti-discrimination laws

customers and other colleagues from a diverse range of social and cultural groups with whom the individual can interact; these can be:

customers and colleagues in an industry workplace who are assisted by the individual during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Cross-Sector

Communication and Teamwork