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Evidence Guide: SITXCOM002 - Show social and cultural sensitivity

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

 

SITXCOM002 - Show social and cultural sensitivity

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

Communicate with customers and colleagues from diverse backgrounds.

  1. Respect customers and colleagues from different social and cultural groups and treat them with respect and sensitivity.
  2. Consider social and cultural differences in all verbal and non-verbal communication.
  3. Respond to others in a non-discriminatory way.
  4. Make attempts to overcome language barriers.
  5. Seek help with communication when necessary.
Respect customers and colleagues from different social and cultural groups and treat them with respect and sensitivity.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Consider social and cultural differences in all verbal and non-verbal communication.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to others in a non-discriminatory way.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make attempts to overcome language barriers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek help with communication when necessary.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Address cross-cultural misunderstandings.

  1. Identify social and cultural issues that may cause conflict or misunderstanding in the workplace.
  2. Address difficulties and seek assistance from others when necessary.
  3. Consider social and cultural differences when difficulties or misunderstandings occur.
  4. Make efforts to resolve misunderstandings, taking account of social and cultural considerations.
  5. Escalate problems and unresolved issues to appropriate supervisor or manager for follow-up.
Identify social and cultural issues that may cause conflict or misunderstanding in the workplace.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Address difficulties and seek assistance from others when necessary.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Consider social and cultural differences when difficulties or misunderstandings occur.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make efforts to resolve misunderstandings, taking account of social and cultural considerations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Escalate problems and unresolved issues to appropriate supervisor or manager 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.Respect customers and colleagues from different social and cultural groups and treat them with respect and sensitivity.

1.2.Consider social and cultural differences in all verbal and non-verbal communication.

1.3.Respond to others in a non-discriminatory way.

1.4.Make attempts to overcome language barriers.

1.5.Seek help with communication when necessary.

2. Address cross-cultural misunderstandings.

2.1.Identify social and cultural issues that may cause conflict or misunderstanding in the workplace.

2.2.Address difficulties and seek assistance from others when necessary.

2.3.Consider social and cultural differences when difficulties or misunderstandings occur.

2.4.Make efforts to resolve misunderstandings, taking account of social and cultural considerations.

2.5.Escalate problems and unresolved issues to appropriate supervisor or manager 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.Respect customers and colleagues from different social and cultural groups and treat them with respect and sensitivity.

1.2.Consider social and cultural differences in all verbal and non-verbal communication.

1.3.Respond to others in a non-discriminatory way.

1.4.Make attempts to overcome language barriers.

1.5.Seek help with communication when necessary.

2. Address cross-cultural misunderstandings.

2.1.Identify social and cultural issues that may cause conflict or misunderstanding in the workplace.

2.2.Address difficulties and seek assistance from others when necessary.

2.3.Consider social and cultural differences when difficulties or misunderstandings occur.

2.4.Make efforts to resolve misunderstandings, taking account of social and cultural considerations.

2.5.Escalate problems and unresolved issues to appropriate supervisor or manager for follow-up.

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.