Unit of competency details

SITXCOM002 - Show social and cultural sensitivity (Release 1)


Usage recommendation:
Is superseded by and equivalent to SITXCOM007 - Show social and cultural sensitivityMinor changes to PCs, PE, KE and AC. 09/Jun/2022
Supersedes and is equivalent to SITXCOM201 - Show social and cultural sensitivity• Equivalent • Unit updated to meet the Standards for Training Packages. 02/Mar/2016

ReleaseRelease date
1 1 (this release) 03/Mar/2016

Training packages that include this unit

Qualifications that include this unit

CodeSort Table listing Qualifications that include this unit by the Code columnTitleSort Table listing Qualifications that include this unit by the Title columnUsage RecommendationRelease
LGA30120 - Certificate III in Local GovernmentCertificate III in Local GovernmentCurrent
SIT30116 - Certificate III in TourismCertificate III in TourismSuperseded1-3 
SIT30716 - Certificate III in Hospitality (Restaurant Front of House)Certificate III in Hospitality (Restaurant Front of House)Superseded
SIS30619 - Certificate III in Outdoor LeadershipCertificate III in Outdoor LeadershipCurrent1-2 
SIT30216 - Certificate III in TravelCertificate III in TravelSuperseded
SIT30916 - Certificate III in Catering OperationsCertificate III in Catering OperationsSuperseded1-2 
SIT30516 - Certificate III in EventsCertificate III in EventsSuperseded1-2 
SIT30816 - Certificate III in Commercial CookeryCertificate III in Commercial CookerySuperseded1-2 
SIS40619 - Certificate IV in Outdoor LeadershipCertificate IV in Outdoor LeadershipSuperseded
CUA20220 - Certificate II in Creative IndustriesCertificate II in Creative IndustriesCurrent
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Accredited courses that have this unit in the completion mapping


SchemeCodeClassification value
ASCED Module/Unit of Competency Field of Education Identifier 120301 Social And Interpersonal Skills Programmes 

Classification history

SchemeCodeClassification valueStart dateEnd date
ASCED Module/Unit of Competency Field of Education Identifier 120301 Social And Interpersonal Skills Programmes 09/Aug/2016 
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Unit of competency

Modification History

Not applicable.


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 to address cross-cultural misunderstandings should they arise.

The 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.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit


Competency Field

Communication and Teamwork

Unit Sector


Elements and 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.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.



Reading skills to:

  • understand workplace anti-discrimination policies and plain English documents produced by government information agencies.

Oral communication skills to:

  • discuss cross-cultural misunderstandings and difficulties with supervisors, managers and other team members and identify possible strategies to resolve them.

Unit Mapping Information

SITXCOM201 Show social and cultural sensitivity


Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=68c40a93-e51d-4e0f-bc06-899dff092694


Assessment requirements

Modification History

Not applicable.

Performance Evidence

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.

Knowledge Evidence

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.

Assessment Conditions

Skills must be demonstrated in an operational tourism, travel, hospitality or events environment where communication with socially diverse customers and colleagues takes place. This can be:

  • an industry workplace
  • a simulated industry environment.

Assessment must ensure access to:

  • current organisational anti-discrimination policies
  • plain English documents issued by government regulators that provide information on anti-discrimination laws
  • customers and other colleagues from a diverse range of social and cultural groups with whom the individual can interact; these can be:
  • customers and colleagues in an industry workplace who are assisted by the individual during the assessment process; or
  • individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.


Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=68c40a93-e51d-4e0f-bc06-899dff092694