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Evidence Guide: AVIG2003 - Work in a socially diverse environment

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

AVIG2003 - Work in a socially diverse environment

What evidence can you provide to prove your understanding of each of the following citeria?

Communicate with customers and colleagues from diverse backgrounds

  1. Customers and colleagues from all cultural groups are valued and treated with respect and sensitivity
  2. Cultural differences are accommodated in verbal and non-verbal communication
  3. Where language barriers exist, efforts are made to communicate by using gestures or simple words in the other person’s language
  4. Assistance from colleagues, reference books or outside organisations is obtained as required
Customers and colleagues from all cultural groups are valued and treated with respect and sensitivity

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Cultural differences are accommodated in verbal and non-verbal communication

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deal with cross-cultural misunderstandings

  1. Issues that may cause conflict or misunderstanding in the workplace are identified
  2. Difficulties are addressed with appropriate people and assistance is sought from team leaders
  3. When difficulties or misunderstandings occur, possible cultural differences are considered
  4. Efforts are made to resolve misunderstandings, taking account of cultural considerations
  5. Issues and problems are referred to appropriate team leader/supervisor for follow-up
Issues that may cause conflict or misunderstanding in the workplace are identified

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

When difficulties or misunderstandings occur, possible cultural differences are considered

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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

Required Skills and Knowledge

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.

Range Statement

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