Work in a culturally diverse environment

Transcription

1 Training Package Title Unit code CUSGEN02B Music (CUS01) Work in a culturally diverse environment Unit Descriptor This unit describes the skills and knowledge to work successfully in an environment with people from diverse social and cultural backgrounds. HSC Requirements and Advice HSC Indicative Hours 5 Evidence Guide Underpinning knowledge and skills Linkages to other units Resource requirements HSC Requirements and Advice Assessment must include evidence of the following knowledge and skills: principles that underpin cultural awareness and relevance to individual behaviour in the workplace general characteristics of the different cultural groups in Australian society cultures of Australia's indigenous and non-indigenous peoples and relevant cultural protocols (overview knowledge only) principles and techniques for resolution of cross-cultural communication difficulties principles of Equal Employment Opportunity (EEO) and antidiscrimination legislation as they apply to individual employees. This unit has linkages to a range of other communication units, and combined assessment and/or training with those units may be appropriate, for example: CUECOR02B - Work with others. There are no particular resource requirements for assessment of this unit. Key Terms and Concepts anti-discrimination Anti-discrimination Act 1977 (NSW) barriers to communication beliefs conflict resolution techniques cross-cultural communication cultural awareness cultural group cultural diversity cultural values, traditions, customs/mores and protocols empathy equal employment opportunity (EEO) Equal Employment Opportunity (Commonwealth Authorities) Act 1987 (Cth) tolerance visual symbols and signs workplace diversity. Draft Entertainment Curriculum Framework March 2004 CUSGEN02B Work in a culturally diverse environment 92

2 Method and context of assessment The assessment context must provide for: project or work activities that allow the candidate to demonstrate knowledge and awareness of diversity issues in the workplace. Assessment may incorporate a range of methods to assess performance and the application of essential underpinning knowledge, and might include: direct observation of the candidate interacting with people from diverse backgrounds case studies or projects to consider particular conflict situations arising from diversity and to suggest means of dealing with them oral or written questioning to assess knowledge of communication and problem solving techniques with particular reference to diversity issues review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate. Assessment methods should closely reflect workplace demands and the needs of particular groups (e.g. people with disabilities, and people who may have literacy or numeracy difficulties such as speakers of languages other than English, remote communities and those with interrupted schooling). Critical aspects of evidence The following evidence is critical to the judgement of competence in this unit: ability to identify and respond to the cultural context of a given workplace the ability to apply knowledge of different cultures and cultural characteristics appropriately in communication with individuals from a range of backgrounds. HSC Requirements and Advice Key competencies Key competencies are built into all workplace competencies. The following table describes those applicable to this unit. Trainers and assessors should ensure that they are addressed in training and assessment. Level 1 = Perform Level 2 = Administer and Manage Level 3 = Design and Evaluate Key competencies Level Examples Collecting, organising and analysing information 1 Identifying different cultural beliefs and values. Communicating ideas and information 1 Explaining how to do something to a colleague or customer from another language or cultural background. Planning and organising activities 1 Considering ways to deal with cultural conflicts or problems, or to improve workplace communication. Working with others and in teams 1 Working co-operatively with other members of the work team, including those from diverse backgrounds. Using mathematical ideas and techniques - - Solving problems 1 Dealing with problems such as communication breakdowns and misunderstandings. Using technology - - Draft Entertainment Curriculum Framework March 2004 CUSGEN02B Work in a culturally diverse environment 93

3 1 Communicate with individuals from diverse backgrounds 1.1 Treat individuals and groups from different backgrounds, cultures and languages with respect and sensitivity. The following explanations identify how this unit may be applied in different workplaces, sectors and circumstances. Differences of background and culture may relate to: race/ethnic origin language special needs family structure gender age sexual preference. Possible cultural differences may include those relating to: appropriate ways of greeting and parting levels of formality work ethics family obligations customs social values dress and grooming non-verbal behaviour, understandings and interpretations observance of special religious, feast or other celebratory days product preferences. A basic understanding of the concepts of: culture cultural diversity cultural awareness. An appreciation of the differences in customers and colleagues values and beliefs as they relate to: culture religion language. A basic knowledge of the cultural expectations of major international tourist markets into Australia including: Asia Japan Korea Europe America United Kingdom New Zealand. Elements of cultural diversity including: interpersonal relations festivals/celebrations family structure/obligations language religion customs social values work ethic communication product preferences. A basic understanding of: the significance of cultural values, traditions, customs/mores and protocols cultural diversity in the Australian population (indigenous and non-indigenous) cultural diversity of local and international customers. Draft Entertainment Curriculum Framework March 2004 CUSGEN02B Work in a culturally diverse environment 94

4 General characteristics of the different cultural groups in Australian society. An understanding for the need for tolerance and respect in the workplace. 1.2 Communicate and cooperate effectively with individuals from different backgrounds in workplace activities. A basic understanding of the principles of equal employment opportunity (EEO) legislation: Equal Employment Opportunity (Commonwealth Authorities) Act 1987 (Cth) Affirmative Action (Equal Employment Opportunity for Women) Act 1986 (Cth). Reciprocal rights and responsibilities of employers and employees in relation to EEO. A basic understanding of the principles of antidiscrimination legislation: Anti-Discrimination Act 1977 (NSW) Sex Discrimination Act 1984 (Cth) Racial Discrimination Act 1975 (Cth) Disability Discrimination Act 1992 (Cth). Reciprocal rights and responsibilities of employers and employees in relation to anti-discrimination. Forms of bullying and harassment in the workplace including: sexual verbal physical psychological. Workplace policies and procedures designed to prevent discrimination and harassment in the workplace. Effective cross-cultural communication skills including: active listening questioning techniques body language appropriate speech build rapport. Draft Entertainment Curriculum Framework March 2004 CUSGEN02B Work in a culturally diverse environment 95

5 1.3 Where language barriers exist, make an effort to communicate using gestures, simple words and other appropriate methods. Barriers to communication: negative subtext cultural differences bias and stereotyping lack of empathy gender issues. The importance of communicating in language that is: clear concise directive purposeful courteous culturally sensitive. Understanding tone, body language and subtext. A range of gestures, words and phrases that are universally understood. Visual symbols and signs used in the workplace and entertainment venues including: toilet first aid phone disabled no smoking exits fire extinguisher. 1.4 Take account of different traditions and ways of communicating in responding to workplace situations. 1.5 Value and recognise as an asset the ability of team members to speak a language other than English and/or their experience of living in other regions or cultures. Proactive strategies to promote workplace diversity. Draft Entertainment Curriculum Framework March 2004 CUSGEN02B Work in a culturally diverse environment 96

6 2 Deal with cross cultural misunderstandings 2.1 Identify issues which may cause conflict or misunderstanding in the workplace. Issues which may cause conflict or misunderstanding in the workplace including: speaking too quickly or quietly no visual clues poor observation poor communication style intolerance prejudice inadequate language skills not clarifying or asking questions inappropriate body language poor understanding of other cultures. 2.2 Address difficulties with the appropriate people and seek assistance from team leaders or others where required. Team problem-solving activities including: identifying problem consider solutions action follow up. Conflict resolution procedures. Lines of communication with supervisors and peers within the workplace. How and when to seek assistance, including possible sources of assistance: translating and interpreting service (TIS) diplomatic services local cultural or community organisations government agencies educational institutions cultural networks elders. 2.3 Consider possible cultural differences when difficulties or misunderstandings occur. The importance of respecting cultural difference and adopting a sensitive approach when dealing with misunderstandings in the workplace. Draft Entertainment Curriculum Framework March 2004 CUSGEN02B Work in a culturally diverse environment 97

7 Common causes of misunderstanding between different cultural groups including: non-verbal behaviour, understanding and interpretations religion customs, beliefs and values dress and personal grooming product/service preference levels of formality family obligations. 2.4 Make efforts to resolve misunderstandings, taking account of cultural considerations. Strategies to deal with cross-cultural misunderstandings in the workplace including: organisational - staff training - utilising staff cultural skills - written communication and signs in different languages - promoting cultural celebrations - flexibility - variety in communication methods - knowledge of location of cultural buildings and support agencies individual - learn basic terms in another language - develop an understanding and tolerance of cultural diversity - overcome prejudice and assumption - use non-verbal communication skills - actively seek to breakdown barriers - professionalism. 2.5 Refer issues and problems to the appropriate team leader/supervisor for follow-up. Draft Entertainment Curriculum Framework March 2004 CUSGEN02B Work in a culturally diverse environment 98