Communicate with customers and colleagues from diverse backgrounds Customers and colleagues from all cultural groups are valued and treated with respect and sensitivity

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