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 through use of 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 the appropriate people and assistance is sought from team leader/supervisor as required

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 the 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 and performance criteria on at least one occasion and include:

adapting appropriately to cultural differences in the workplace, including modes of behaviour and interactions with others

communicating and working effectively with others when working in a socially diverse environment

completing documentation related to working in a socially diverse environment

reading, interpreting and applying instructions, legislation, procedures, information and signs relevant to working in a socially diverse environment

reporting and/or rectifying identified problems promptly, in accordance with regulatory requirements and workplace procedures.

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

basic awareness of the culture of Australia’s indigenous and non-indigenous peoples

cultural awareness

principles of equal employment opportunity (EEO) and anti-discrimination legislation as they apply to individual employees

principles that underpin cultural awareness

recognition of the different cultural groups in Australian society

recognition of various international customer groups (appropriate to the sector and individual workplace)

typical cross-cultural misunderstandings and problems that can occur in the workplace, and appropriate ways of dealing with them.

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 must occur in workplace operational situations where it is appropriate to do so; where this is not appropriate, assessment must occur in simulated workplace operational situations that replicate workplace conditions.

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.

Resources for assessment include:

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

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

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