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Elements and Performance Criteria
Elements describe the essential outcomes.
Performance criteria describe the performance needed to demonstrate achievement of the element.
Communicate with customers and colleagues from diverse backgrounds
Customers and colleagues from all cultural groups are valued and treated with respect and sensitivity
Cultural differences are accommodated in verbal and non-verbal communication
Where language barriers exist, efforts are made to communicate through use of gestures or simple words in the other person’s language
Assistance from colleagues, reference books or outside organisations is obtained as required
Deal with cross-cultural misunderstandings
Issues that may cause conflict or misunderstanding in the workplace are identified
Difficulties are addressed with the appropriate people and assistance is sought from team leader/supervisor as required
When difficulties or misunderstandings occur, possible cultural differences are considered
Efforts are made to resolve misunderstandings, taking account of cultural considerations
Issues and problems are referred to the appropriate team leader/supervisor for follow-up