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Evidence Guide: CHCCS405A - Work effectively with culturally diverse clients and co-workers

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

 

CHCCS405A - Work effectively with culturally diverse clients and co-workers

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

Apply an awareness of culture as a factor in all human behaviour

  1. Work practices followed are culturally appropriate
  2. Work practices followed create a culturally and psychologically safe environment for all persons
  3. Work practices are reviewed and modified in consultation with persons from diverse cultural backgrounds
Work practices followed are culturally appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Work practices followed create a culturally and psychologically safe environment for all persons

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Work practices are reviewed and modified in consultation with persons from diverse cultural backgrounds

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Contribute to the development of relationships based on cultural diversity

  1. Respect for cultural diversity is demonstrated in all communication and interactions with clients, colleagues and customers
  2. Specific strategies are used to eliminate bias and discrimination in dealing with clients and co-workers
Respect for cultural diversity is demonstrated in all communication and interactions with clients, colleagues and customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Specific strategies are used to eliminate bias and discrimination in dealing with clients and co-workers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate effectively with culturally diverse persons

  1. Respect for cultural diversity is demonstrated in all communication with clients, their families staff, customers and others
  2. Communication is used constructively to develop and maintain effective relationships, mutual trust and confidence
  3. Where language barriers exist, efforts are made to communicate in the most effective way possible
  4. Assistance is sought from interpreters or other persons as required
Respect for cultural diversity is demonstrated in all communication with clients, their families staff, customers and others

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communication is used constructively to develop and maintain effective relationships, mutual trust and confidence

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Where language barriers exist, efforts are made to communicate in the most effective way possible

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assistance is sought from interpreters or other persons as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resolve cross-cultural misunderstandings

  1. Issues that may cause conflict are identified
  2. If difficulties or misunderstandings occur, cultural differences are considered
  3. Effort is made to sensitively resolve differences, taking account of cultural considerations
  4. Difficulties are addressed with appropriate people and assistance sought when required
Issues that may cause conflict are identified

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

If difficulties or misunderstandings occur, cultural differences are considered

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Effort is made to sensitively resolve differences, taking account of cultural considerations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Difficulties are addressed with appropriate people and assistance sought when required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

Critical aspects of assessment:

Demonstration of respect and inclusiveness of culturally diverse people in all work practices

Effective communication demonstrated with culturally diverse persons

Effective use of strategies to eliminate discrimination and bias in the workplace

Essential knowledge:

Recognition of cultural diversity in Australian society with many individuals living in many cultures

Recognition of cultural influences and changing cultural practices in Australia and its impact on diverse communities that make up Australian society

Knowledge of one's own cultural conceptions and pre-conceptions and perspective of diverse cultures

Recognition of impact of cultural practices and experiences on personal behaviour, interpersonal relationships, perception and social expectations of others

Recognition of culture as a dynamic social phenomenon.

Recognition of culture as a range of social practices and beliefs evolving over time

Recognition that the word 'normal' is a value-laden, excluding concept that often precludes acknowledgment of the diversity of people, their life experiences and situations

Recognition of the unique way individuals may experience a culture and respond to past experiences

Knowledge of the principles of equal employment opportunity, sex, race, disability, anti-discrimination and similar legislation and the implications for work and social practices

Knowledge of availability of resources and assistance within and external to the organisation in relation to cultural diversity issues

Knowledge of the role and use of language and cultural interpreters

Essential skills:

Ability to employ culturally respectful practices

Ability to sensitively and respectfully communicate with persons of diverse backgrounds and cultures

Ability to respectfully and sensitively respond to cultural beliefs and practices that may cause harm

Ability to form effective workplace relationships with co-workers and colleagues of diverse backgrounds and culture

Ability to participate in identifying and implementing culturally safe work practices

Ability to employ basic conflict resolution and negotiation skills

Relationship with other units:

This unit can be delivered and assessed independently, however holistic assessment practice with other general health services units of competency is encouraged.

Resource implications:

Resource requirements include all the relevant resources commonly provided in the health service setting. Specific tools may include:

Relevant policies and procedures manuals, legislation and standards

Organisation's mission statement, strategic and business plan

Other documentation relevant to the work context such as:

organisational charts

organisations protocols for access to interpreter services

Method of assessment:

Assessment may include:

observation of work performance

written tasks

interview and questioning

authenticated portfolio/log book

supporting statement of supervisor(s)

authenticated evidence of relevant work experience and/or formal/informal learning

Context of assessment:

This unit is most appropriately assessed in the workplace or a simulated workplace environment under the normal range of work conditions.

Assessment should be conducted on more than one occasion to cover a variety of circumstances to establish consistency.

A diversity of assessment tasks is essential for holistic assessment.

Critical aspects of assessment:

Demonstration of respect and inclusiveness of culturally diverse people in all work practices

Effective communication demonstrated with culturally diverse persons

Effective use of strategies to eliminate discrimination and bias in the workplace

Essential knowledge:

Recognition of cultural diversity in Australian society with many individuals living in many cultures

Recognition of cultural influences and changing cultural practices in Australia and its impact on diverse communities that make up Australian society

Knowledge of one's own cultural conceptions and pre-conceptions and perspective of diverse cultures

Recognition of impact of cultural practices and experiences on personal behaviour, interpersonal relationships, perception and social expectations of others

Recognition of culture as a dynamic social phenomenon.

Recognition of culture as a range of social practices and beliefs evolving over time

Recognition that the word 'normal' is a value-laden, excluding concept that often precludes acknowledgment of the diversity of people, their life experiences and situations

Recognition of the unique way individuals may experience a culture and respond to past experiences

Knowledge of the principles of equal employment opportunity, sex, race, disability, anti-discrimination and similar legislation and the implications for work and social practices

Knowledge of availability of resources and assistance within and external to the organisation in relation to cultural diversity issues

Knowledge of the role and use of language and cultural interpreters

Essential skills:

Ability to employ culturally respectful practices

Ability to sensitively and respectfully communicate with persons of diverse backgrounds and cultures

Ability to respectfully and sensitively respond to cultural beliefs and practices that may cause harm

Ability to form effective workplace relationships with co-workers and colleagues of diverse backgrounds and culture

Ability to participate in identifying and implementing culturally safe work practices

Ability to employ basic conflict resolution and negotiation skills

Relationship with other units:

This unit can be delivered and assessed independently, however holistic assessment practice with other general health services units of competency is encouraged.

Resource implications:

Resource requirements include all the relevant resources commonly provided in the health service setting. Specific tools may include:

Relevant policies and procedures manuals, legislation and standards

Organisation's mission statement, strategic and business plan

Other documentation relevant to the work context such as:

organisational charts

organisations protocols for access to interpreter services

Method of assessment:

Assessment may include:

observation of work performance

written tasks

interview and questioning

authenticated portfolio/log book

supporting statement of supervisor(s)

authenticated evidence of relevant work experience and/or formal/informal learning

Context of assessment:

This unit is most appropriately assessed in the workplace or a simulated workplace environment under the normal range of work conditions.

Assessment should be conducted on more than one occasion to cover a variety of circumstances to establish consistency.

A diversity of assessment tasks is essential for holistic assessment.

Required Skills and Knowledge

Not applicable.

Range Statement

Work practices may relate to:

Dealing with persons of diverse race, ethnicity, class, ability, sexual preference and age

Compliance with duty of care policies of the organisation

Collection and provision of information

Communication

Provision of assistance

Contact with families and carers

Physical contact

Care of deceased persons

Handling personal belongings

Provision of food services

Work practices that are culturally appropriate would be non-discriminatory and free of bias, stereotyping, racism and prejudice.

Cultural diversity may include:

Ethnicity

Race

Language

Cultural norms and values

Religion

Beliefs and customs

Kinship and family structure and relationships

Personal history and experience, which may have been traumatic

Gender and gender relationships

Age

Disability

Sexuality

Special needs

Communication may be:

Verbal

Appropriate gestures and facial and physical expressions

Posture

Written

Signage

Through an interpreter or other person

Strategies to eliminate bias and discrimination may include:

Cross cultural work teams

Cross cultural employee representation on committees

Workplace free of culturally insensitive literature, posters, signage

Inclusion in decision-making

Work practices may relate to:

Dealing with persons of diverse race, ethnicity, class, ability, sexual preference and age

Compliance with duty of care policies of the organisation

Collection and provision of information

Communication

Provision of assistance

Contact with families and carers

Physical contact

Care of deceased persons

Handling personal belongings

Provision of food services

Work practices that are culturally appropriate would be non-discriminatory and free of bias, stereotyping, racism and prejudice.

Cultural diversity may include:

Ethnicity

Race

Language

Cultural norms and values

Religion

Beliefs and customs

Kinship and family structure and relationships

Personal history and experience, which may have been traumatic

Gender and gender relationships

Age

Disability

Sexuality

Special needs

Communication may be:

Verbal

Appropriate gestures and facial and physical expressions

Posture

Written

Signage

Through an interpreter or other person

Strategies to eliminate bias and discrimination may include:

Cross cultural work teams

Cross cultural employee representation on committees

Workplace free of culturally insensitive literature, posters, signage

Inclusion in decision-making