TLIG2007A Work in a socially diverse environment

Release: 1

TLIG2007A Work in a socially diverse environment

Modification History

Not Applicable

Unit Descriptor

Unit Descriptor	This unit involves the skills and knowledge required to work in a socially diverse environment, including the development and application of the cultural awareness that is required by all people working in the transport and distribution industries. It includes the cultural awareness required for serving customers and working with colleagues from diverse backgrounds. Licensing, legislative, regulatory or certification requirements are applicable to this unit.

Application of the Unit

Application of the Unit	Work must be carried out in accordance with workplace procedures and relevant anti-discrimination and equal employment opportunity regulations. Work is performed with limited or minimum supervision, with some accountability and responsibility for self and others in achieving the prescribed outcomes. It involves the application of communication principles and problem-solving techniques to facilitate work in a socially diverse environment.

Licensing/Regulatory Information

Refer to Unit Descriptor

Pre-Requisites

Not Applicable

Employability Skills Information

Employability Skills	This unit contains employability skills.

Elements and Performance Criteria Pre-Content

Elements describe the essential outcomes of a unit of competency.	Performance criteria describe the required performance needed to demonstrate achievement of the element. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1 Communicate with customers and colleagues from diverse backgrounds	1.1 Customers and colleagues from all cultural groups are valued and treated with respect and sensitivity 1.2 Verbal and non-verbal communication takes account of cultural differences 1.3 Where language barriers exist, efforts are made to communicate through use of gestures or simple words in the other person's language 1.4 Assistance from colleagues, reference books or outside organisations is obtained when required
2 Deal with cross-cultural misunderstandings	2.1 Issues which may cause conflict or misunderstanding in the workplace are identified 2.2 Difficulties are addressed with the appropriate people and assistance is sought from team leaders 2.3 When difficulties or misunderstandings occur, possible cultural differences are considered 2.4 Efforts are made to resolve the misunderstanding, taking account of cultural considerations 2.5 Issues and problems are referred to the appropriate team leader/supervisor for follow-up

Required Skills and Knowledge

REQUIRED KNOWLEDGE AND SKILLS
This describes the essential knowledge and skills and their level required for this unit.
Required knowledge:
Principles of equal employment opportunity (EEO) and anti-discrimination legislation as they apply to individual employees
Recognition of the different cultural groups in Australian society
Basic knowledge of the culture of Australia's indigenous and non-indigenous peoples
Recognition of various international customer groups (as appropriate to the sector and individual workplace)
Principles that underpin cultural awareness
Knowledge of what it means to be 'culturally aware'
Typical cross-cultural misunderstandings and problems that can occur in the workplace and appropriate ways of dealing with them

Required skills:
Communicate effectively with others when working in a socially diverse environment
Read and interpret instructions, procedures, information and signs relevant to working in a socially diverse environment
Interpret and follow operational instructions and prioritise work
Complete documentation related to working in a socially diverse environment
Work collaboratively with others in a socially diverse environment
Adapt appropriately to cultural differences in the workplace, including modes of behaviour and interactions with others
Promptly report and/or rectify any identified problems that may occur when working in a socially diverse environment in accordance with regulatory requirements and workplace procedures
Monitor work activities in terms of planned schedule
Modify activities depending on differing operational contingencies, risk situations and environments
Work systematically with required attention to detail without injury to self or others, or damage to goods or equipment

Evidence Guide

EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate competency in this unit	The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying: the underpinning knowledge and skills relevant legislation and workplace procedures other relevant aspects of the range statement
Context of and specific resources for assessment	Performance is demonstrated consistently over a period of time and in a suitable range of contexts Resources for assessment include: a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or access to an appropriate range of relevant operational situations in the workplace In both real and simulated environments, access is required to: relevant and appropriate materials and equipment, and applicable documentation including workplace procedures, regulations, codes of practice and operation manuals
Method of assessment	Assessment of this unit must be undertaken by a registered training organisation As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests Practical assessment must occur: through activities in an appropriately simulated environment at the registered training organisation, and/or in an appropriate range of situations in the workplace

Range Statement

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.
Cultural differences may include but are not limited lo those of the following nature (examples only):	race language special needs disabilities family-structure age sexual preference
Possible cultural differences may include but are not limited to:	language spoken forms of address levels of formality/informality non-verbal behaviour work ethics personal grooming family obligations recognised holidays special needs product preferences
Attempts to overcome language barriers may be made to:	meet and greet/farewell customers give simple directions give simple instructions answer simple enquiries prepare for, serve and assist customers describe goods and services
Outside organisations may include but are not limited to:	interpretative services diplomatic services local cultural organisations appropriate government agencies educational institutions
Depending on the type of organisation concerned and the local terminology used, workplace plans/procedures may include:	company plans/procedures enterprise plans/procedures organisational plans/procedures established plans/procedures
Information/documents may include:	workplace procedures guideline documents on cultural differences and how to deal with them documents that provide information on equal employment opportunity principles and obligations and anti-discrimination regulations
Applicable legislation may include:	Australian and state/territory anti-discrimination legislation Australian and state/territory equal opportunity legislation

Unit Sector(s)

Not Applicable

Competency Field

Competency Field	G - Teamwork