Work effectively with diversity

This unit describes the performance outcomes, skills and knowledge required to recognise and interact productively with diversity in the workplace. It covers sensitive responses to, and interactions with, all manner of diversity that might be encountered during the course of work.


This unit applies to individuals who work in a variety of contexts, where they will be expected to interact with a diverse client and/or co worker population.


Not applicable

Elements and Performance Criteria

1. Recognise individual differences and respond appropriately

1.1 Recognise and respect individual differences in colleagues, clients and customers

1.2 Respond to differences sensitively

1.3 Ensure behaviour is consistent with legislative requirements and enterprise guidelines

1.4 Accommodate diversity using appropriate verbal and nonverbal communication

2. Work effectively with individual differences

2.1 Recognise and document knowledge, skills and experience of others in relation to team objectives

2.2 Encourage colleagues to utilise and share their specific qualities, skills or backgrounds with other team members and clients in order to enhance work outcomes

2.3 Ensure relations with customers and clients demonstrate that diversity is valued by the business

Required Skills

Required skills

culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities

problemsolving and initiative skills to recognise and address own responses to difference.

Required knowledge

key provisions of relevant legislation from all forms of government that may affect aspects of business operations, such as:

antidiscrimination legislation

ethical principles

codes of practice

privacy laws

occupational health and safety

major groups in the community and work environment, as defined by cultural, religious and other traditions and practices

reasonable adjustments that facilitate participation by people with a disability

value of diversity to the economy and society in terms of workforce development, Australia’s place in the global economy, innovation and social justice.

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

adjusting language and behaviour as required by interactions with diversity

awareness of diversity issues

knowledge of relevant legislation.

Context of and specific resources for assessment

Assessment must ensure:

access to an actual workplace or simulated environment

examples of diversity issues in the workplace

examples of documents relating to diversity policies and procedures.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

analysis of responses to case studies and scenarios

direct questioning combined with review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate

oral or written questioning to assess knowledge of sourcing support about workplace diversity

review of documentation outlining the knowledge, skills and experience of others in relation to team objectives.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

workplace effectiveness units.

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Individual differences may include:



belief systems/values


expertise/experience/working styles



interpersonal style


mental ability

past experiences

physical characteristics




sexual orientation

thinking and learning styles.

Colleagues may include:

internal customers

junior staff

managers and supervisors



Legislative requirements may include:

disability discrimination legislation

human rights and equal opportunity legislation

racial and sex discrimination legislation.

Enterprise guidelines may include:

codes of conduct or ethics

diversity policies

human resources policies and procedures.


Not applicable

Competency Field

Workforce Development – Diversity


Not applicable

Employability Skills

This unit contains employability skills.

Licensing Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.