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D1.HRS.CL1.19
D1.HOT.CL1.02
D2.TCC.CL1.02
Assessor Manual
Work in a Socially Diverse
Environment
D1.HRS.CL1.19
D1.HOT.CL1.02
D2.TCC.CL1.02
Assessor Manual
William Angliss Institute of TAFE
555 La Trobe Street
Melbourne 3000 Victoria
Telephone: (03) 9606 2111
Facsimile: (03) 9670 1330
Acknowledgements
Every effort has been made to ensure that this booklet is free from errors or omissions. However, you
should conduct your own enquiries and seek professional advice before relying on any fact, statement or
matter contained in this book. William Angliss Institute of TAFE is not responsible for any injury, loss or
damage as a result of material included or omitted from this course. Information in this module is current
at the time of publication. The time of publication is indicated in the date stamp at the bottom of each
page.
Some images appearing in this resource have been purchased from various stock photography suppliers
and other third party copyright owners and as such are non-transferable and non-exclusive.
Additional images have been sourced from Flickr and are used under:
http://creativecommons.org/licenses/by/2.0/deed.en
http://www.sxc.hu/
File name: AM_Work_in_social_diverse_envo_270212.docx
Table of Contents
© ASEAN 2012
Assessor Manual
Work in a Socially Diverse Environment
© ASEAN 2012
Assessor Manual
Work in a Socially Diverse Environment
Competency Standard
Competency Standard
UNIT TITLE: WORK IN A SOCIALLY DIVERSE ENVIRONMENT NOMINAL HOURS: 25 hours
UNIT DESCRIPTOR: This unit deals with the skills and knowledge required to work effectively in a socially diverse environment in a range of
settings within the hotel and travel industries workplace context.
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Competency Standard
2.5 Refer issues and problems to the appropriate team Work ethics
leader/supervisor for follow up
Personal grooming
Family obligations
Recognized holidays
Special needs
Preferences for personal interactions.
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Competency Standard
Personality clashes
Cross-cultural issues
Differences between cultural groups
Dissatisfaction in the community
Competing needs.
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Competency Standard
Assessment Guide
The following skills and knowledge must be assessed as part of this unit:
Knowledge of the principles of effective communication skills
Ability to use active listening, feedback techniques and team building
techniques to build and maintain interpersonal relationships with customers
and colleagues from diverse backgrounds
Ability to identify the need(s) and concerns of others
Ability to communicate effectively with a range of people from diverse
backgrounds relevant to position and role
Ability to appropriately deal with cross cultural misunderstandings.
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Competency Standard
Context of Assessment
This unit may be assessed on or off the job:
Assessment should include practical demonstration either in the workplace or
through a simulation activity, supported by a range of methods to assess
underpinning knowledge
Assessment must relate to the individual’s work area or area of responsibility.
Resource Implications
Training and assessment to include access to a real or simulated workplace; and
access to workplace standards, procedures, policies, guidelines, tools and
equipment.
Assessment Methods
The following methods may be used to assess competency for this unit:
Case studies
Observation of practical candidate performance
Oral and written questions
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Competency Standard
Portfolio evidence
Problem solving
Role plays
Third party reports completed by a supervisor
Project and assignment work.
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Competency Standard
Using technology 0
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Competency Standard
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Oral Questions
Oral Questions
Student name
Assessor name
Location/venue
Response
Questions
C NYC
1. Give me an example of how you demonstrate the value you place on
customers/guests from different cultural groups, and on colleagues from
different cultural groups.
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Oral Questions
Response
Questions
C NYC
2. Give me one example of how you have taken into account the non-verbal
communication requirements of a person (customer/guest or colleague)
from a different cultural group in your workplace activities.
4. What assistance is available to you outside your workplace for you to learn
about people from another culture/country?
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Oral Questions
Response
Questions
C NYC
5. Give me an example of a conflict or misunderstanding that has occurred in
your workplace as a result of cross-cultural differences: what happened?
How did the problem arise? How could it have been avoided?
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Oral Questions
Response
Questions
C NYC
8. What cultural factors are you prepared to take into account and
accommodate when attempting to resolve a conflict/misunderstanding with
a person from another culture?
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Written Questions
Written Questions
Work in a Socially Diverse Environment – D1.HRS.CL1.19 D1.HOT.CL1.02
D2.TCC.CL1.02
1. People are all different. What are three characteristics that makes one person different
from another?
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
2. What are two ways you can improve your knowledge about different cultural
requirements.
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
3. What are two things you can do to help verbal communication with a customer who
has a little understanding of your language?
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
4. What are two points for using appropriate verbal and non-verbal communication when
dealing with people from another culture?
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
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Written Questions
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
6. Using gestures is an effective way to communicate with someone who does not speak
your language. What are three ways you can use gestures to help a customer
understand?
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
7. What are two examples of written communication you can use to collect information
relating to cultural communication?
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
8. Answer ‘True’ or ‘False’ to the following statement: It is not a good idea to ask the
customer questions about cultural needs as this is seen as unprofessional.
True False
9. Difficulties or conflict often arise out of misunderstandings. What is this caused by?
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
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Written Questions
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
11. What are some tips when addressing conflict and misunderstandings?
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
12. Answer ‘True’ or ‘False’ to the following statement: Giving someone a free item will not
solve all problems
True False
13. Answer ‘True’ or ‘False’ to the following statement: You should always be informal with
all customers as it shows you are friendly. All customers will appreciate this approach.
True False
14. What is a cultural difference that a Hindu customer would have in relation to food?
Insert Question
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
15. What are actions you can take to help resolve misunderstandings?
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
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Written Questions
16. Answer ‘True’ or ‘False’ to the following statement: A person from another country
must change their culture to that of the country they are visiting.
True False
17. Answer ‘True’ or ‘False’ to the following statement: If you can’t solve a problem, you
should refer it to your manager or supervisor as soon as possible.
True False
18. Answer ‘True’ or ‘False’ to the following statement: As soon as a problem is referred to
someone else, you don’t need to follow it up any more.
True False
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Answers to Written Questions
The following are model answers only – Trainers/Assessors must use discretion when
determining whether or not an answer provided by a Student is acceptable or not.
1. People are all different. What are three characteristics that makes one person
different from another?
2. What are two ways you can improve your knowledge about different cultural
requirements.
3. What are two things you can do to help verbal communication with a customer
who has a little understanding of your language?
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Answers to Written Questions
4. What are two points for using appropriate verbal and non-verbal communication
when dealing with people from another culture?
6. Using gestures is an effective way to communicate with someone who does not
speak your language. What are three ways you can use gestures to help a
customer understand?
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Answers to Written Questions
7. What are two examples of written communication you can use to collect
information relating to cultural communication?
8. Answer ‘True’ or ‘False’ to the following statement: It is not a good idea to ask
the customer questions about cultural needs as this is seen as unprofessional.
Poor communication
Lack of communication
Intolerance
Impatience
Poor judgment
Conflicting personal values, beliefs and opinions
Personal prejudices
Personal observation
Being informed by the person themselves
Being told by another person that you have upset someone
11. What are some tips when addressing conflict and misunderstandings?
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Answers to Written Questions
12. Answer ‘True’ or ‘False’ to the following statement: Giving someone a free item
will not solve all problems
13. Answer ‘True’ or ‘False’ to the following statement: You should always be
informal with all customers as it shows you are friendly. All customers will
appreciate this approach.
14. What is a cultural difference that a Hindu customer would have in relation to
food?
15. What are actions you can take to help resolve misunderstandings?
16. Answer ‘True’ or ‘False’ to the following statement: A person from another
country must change their culture to that of the country they are visiting.
17. Answer ‘True’ or ‘False’ to the following statement: If you can’t solve a problem,
you should refer it to your manager or supervisor as soon as possible.
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Observation Checklist
Observation Checklist
Student name
Assessor name
Location/venue
Unit of competency Work in a Socially Diverse Environment
D1.HRS.CL1.19 D1.HOT.CL1.02 D2.TCC.CL1.02
Dates of observation
Instructions 1. Over a period of time observe the student completing each of
the following tasks:
a. Communicate with customers and colleagues from
diverse backgrounds
b. Deal with cross cultural misunderstandings
2. Enter the date on which the tasks were undertaken
3. Place a tick in the box to show they completed each aspect
of the task to the standard expected in the enterprise
4. Complete the feedback sections of the form, if required.
Value customers and colleagues from different cultural groups and treat them
with respect and sensitivity
Take into consideration cultural differences in all verbal and non-verbal
communication
Attempt to overcome language barriers
Obtain assistance from colleagues, reference books or outside organisations
when required
Element 2: Deal with cross cultural misunderstandings
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Observation Checklist
Strengths:
Improvements needed:
General comments:
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Third Party Statement
The student is being assessed against industry competency standards and we are seeking
your support in the judgement of their competence.
Please answer these questions as a record of their performance while working with you.
Thank you for your time.
Do you believe the trainee has demonstrated the following skills? Not
Yes No
(tick the correct response] sure
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Third Party Statement
Send to:
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Competency Recording Sheet
Name of Assessor/s
Comments/observations by
assessor/s
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Competency Recording Sheet
Place a tick () in the column to reflect evidence obtained to determine Competency of the student for each Performance Criteria.
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Competency Recording Sheet
Place a tick () in the column to reflect evidence obtained to determine Competency of the student for each Performance Criteria.
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Competency Recording Sheet
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