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Unit Sector
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Elements and Performance Criteria
ELEMENT S | 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 | Customers and colleagues from all cultural groups are valued and treated with respect and sensitivity |
1.2 | Cultural differences are accommodated in verbal and non-verbal communication |
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 as required |
2 | Deal with cross-cultural misunderstandings | 2.1 | Issues that 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 leader/supervisor as required |
2.3 | When difficulties or misunderstandings occur, possible cultural differences are considered |
2.4 | Efforts are made to resolve misunderstandings, taking account of cultural considerations |
2.5 | Issues and problems are referred to the appropriate team leader/supervisor for follow-up |
