Unit of competency Outline
Date retreived
22/07/2026 6:15 AM AWST
22/07/2026 6:15 AM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Work in a socially diverse environment
Work in a socially diverse environment
Unit of competency
National Code
TLIG2007A
TLIG2007A
State Code
D5155
D5155
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
05/11/2014
Field of Education
120505 - Work Practices Programmes
Original Release Date
05/11/2014
Nominal Hours
20
Description
This unit involves the skills and knowledge required to work in a socially diverse environment, including the development and application of the cultural awareness that is required by all people working in the transport and distribution industries. It includes the cultural awareness required for serving customers and working with colleagues from diverse backgrounds. Licensing, legislative, regulatory or certification requirements are applicable to this unit.
Notes
Elements and Performance Criteria
1Communicate 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 Verbal and non-verbal communication takes account of cultural differences
- 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 when required
2Deal with cross-cultural misunderstandings
- 2.1 Issues which 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 leaders
- 2.3 When difficulties or misunderstandings occur, possible cultural differences are considered
- 2.4 Efforts are made to resolve the misunderstanding, taking account of cultural considerations
- 2.5 Issues and problems are referred to the appropriate team leader/supervisor for follow-up
RANGE STATEMENT
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.
Cultural differences may include but are not limited lo those of the following nature (examples only):
race
language
special needs
disabilities
family-structure
age
sexual preference
Possible cultural differences may include but are not limited to:
language spoken
forms of address
levels of formality/informality
non-verbal behaviour
work ethics
personal grooming
family obligations
recognised holidays
special needs
product preferences
Attempts to overcome language barriers may be made to:
meet and greet/farewell customers
give simple directions
give simple instructions
answer simple enquiries
prepare for, serve and assist customers
describe goods and services
Outside organisations may include but are not limited to:
interpretative services
diplomatic services
local cultural organisations
appropriate government agencies
educational institutions
Depending on the type of organisation concerned and the local terminology used, workplace plans/procedures may include:
company plans/procedures
enterprise plans/procedures
organisational plans/procedures
established plans/procedures
Information/documents may include:
workplace procedures
guideline documents on cultural differences and how to deal with them
documents that provide information on equal employment opportunity principles and obligations and anti-discrimination regulations
Applicable legislation may include:
Australian and state/territory anti-discrimination legislation
Australian and state/territory equal opportunity legislation
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.
Cultural differences may include but are not limited lo those of the following nature (examples only):
race
language
special needs
disabilities
family-structure
age
sexual preference
Possible cultural differences may include but are not limited to:
language spoken
forms of address
levels of formality/informality
non-verbal behaviour
work ethics
personal grooming
family obligations
recognised holidays
special needs
product preferences
Attempts to overcome language barriers may be made to:
meet and greet/farewell customers
give simple directions
give simple instructions
answer simple enquiries
prepare for, serve and assist customers
describe goods and services
Outside organisations may include but are not limited to:
interpretative services
diplomatic services
local cultural organisations
appropriate government agencies
educational institutions
Depending on the type of organisation concerned and the local terminology used, workplace plans/procedures may include:
company plans/procedures
enterprise plans/procedures
organisational plans/procedures
established plans/procedures
Information/documents may include:
workplace procedures
guideline documents on cultural differences and how to deal with them
documents that provide information on equal employment opportunity principles and obligations and anti-discrimination regulations
Applicable legislation may include:
Australian and state/territory anti-discrimination legislation
Australian and state/territory equal opportunity legislation
EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:
the underpinning knowledge and skills
relevant legislation and workplace procedures
other relevant aspects of the range statement
Context of and specific resources for assessment
Performance is demonstrated consistently over a period of time and in a suitable range of contexts
Resources for assessment include:
a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or
access to an appropriate range of relevant operational situations in the workplace
In both real and simulated environments, access is required to:
relevant and appropriate materials and equipment, and
applicable documentation including workplace procedures, regulations, codes of practice and operation manuals
Method of assessment
Assessment of this unit must be undertaken by a registered training organisation
As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests
Practical assessment must occur:
through activities in an appropriately simulated environment at the registered training organisation, and/or
in an appropriate range of situations in the workplace
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:
the underpinning knowledge and skills
relevant legislation and workplace procedures
other relevant aspects of the range statement
Context of and specific resources for assessment
Performance is demonstrated consistently over a period of time and in a suitable range of contexts
Resources for assessment include:
a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or
access to an appropriate range of relevant operational situations in the workplace
In both real and simulated environments, access is required to:
relevant and appropriate materials and equipment, and
applicable documentation including workplace procedures, regulations, codes of practice and operation manuals
Method of assessment
Assessment of this unit must be undertaken by a registered training organisation
As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests
Practical assessment must occur:
through activities in an appropriately simulated environment at the registered training organisation, and/or
in an appropriate range of situations in the workplace
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| S5758 | TLIG707B | Work in a socially diverse environment | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AVI99 | TLIG2007 | Work in a socially diverse environment | Unit of competency |