Modification History
The version details of this endorsed unit of competency set are in the table below. The latest information is at the top.
Version |
Comments |
1.0 |
N Replaces but is not equivalent to SITXCOM002A Work in a socially diverse environment. Titled changed to better reflect the intent and content of the unit and for simplicity. Some Performance Criteria reordered for logical sequencing. Additional Performance Criteria and Required knowledge covering anti-discrimination. Equal employment opportunity deleted – not relevant to this unit. |
Unit Descriptor
This unit describes the performance outcomes, skills and knowledge required to be socially aware when serving customers and working with colleagues. It requires the ability to communicate with people from a range of social and cultural groups with respect and sensitivity and address cross-cultural misunderstandings.
Application of the Unit
This unit applies to all tourism, travel, hospitality and event sectors.
All personnel at all levels use this skill in the workplace during the course of their daily activities.
Licensing/Regulatory Information
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Pre-Requisites
Not applicable.
Employability Skills Information
This unit contains employability skills.
Elements and Performance Criteria Pre-Content
Elements and Performance Criteria
Elements describe the essential outcomes of a unit of competency. |
Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide. |
1. Communicate with customers and colleagues from diverse backgrounds. |
1.1 Value and 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 Obtain assistance with communication. |
2. Address cross cultural misunderstandings. |
2.1 Identify issues that may cause conflict or misunderstanding in the workplace. 2.2 Address difficulties and seek assistance from others. 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 Refer problems and unresolved issues to the appropriate supervisor or manager for follow-up. |
Required Skills and Knowledge
This section describes the skills and knowledge required for this unit. |
Required skills |
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Required knowledge |
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Evidence Guide
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. |
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Overview of assessment |
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Critical aspects for assessment and evidence required to demonstrate competency in this unit |
Evidence of the ability to:
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Context of and specific resources for assessment |
Assessment must ensure use of:
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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:
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Guidance information for assessment |
The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:
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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. |
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Social and cultural differences may relate to: |
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Attempts to overcome language barriers may involve: |
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As sistance may be obtained from: |
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Unit Sector(s)
Cross-Sector
Competency Field
Communication and Teamwork