Elements and Performance Criteria

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. Bold italicised wording in the performance criteria is detailed below.

Cultural differences may relate to:
race
language
special needs
disabilities
family structure
gender
age
sexual preference.


Attempts to overcome language barriers may include:
meet, greet and 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:
interpreter services
diplomatic services
local cultural organisations
appropriate government agencies
educational institutions
disability advocacy groups.


Possible cultural differences and needs may include:
language spoken
forms of address
levels of formality or informality
varied cultural interpretation of non-verbal behaviour
work ethics
personal grooming, including dress and hygiene habits
family and social obligations and status
observance of special religious, feasts or other celebratory days
customs, beliefs and values
product preferences.

EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
social and cultural understanding and sensitivity in responding to different types of customers and colleagues
ability to identify and respond to the cultural context of the workplace
ability to apply knowledge of different cultures and cultural characteristics appropriately when communicating with colleagues and customers
ability to communicate effectively with customers and colleagues from a broad range of backgrounds and on different operational activities that are relevant to the particular organisation and job role.


Context of and specific resources for assessment
Assessment must ensure:
ability to communicate with colleagues and customers in a culturally sensitive manner while undertaking operational activities within a commercially realistic environment
access to EEO and anti-discrimination policies and any plain English information documents produced by government information agencies.


Methods of assessment
A range of assessment methods should be used to assess the practical skills and knowledge required to communicate with culturally diverse customers and colleagues. The following examples are appropriate for this unit:
observation of the candidate interacting with colleagues and customers from diverse cultural and social backgrounds
case studies or projects to consider particular conflict situations arising from diversity and to suggest appropriate means of resolving them
questions about cultural values and differences and effective communication and problem-solving techniques
written and oral questioning or interview to test knowledge of EEO and anti-discrimination legislative issues and workplace policies
review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
SITXCCS002A Provide quality customer service
SITXCOM001A Work with colleagues and customers
SITXLAN1__A Conduct basic workplace oral communication in a language other than English.


Assessing employability skills
Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.
Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.