Unit of competency Outline

Date retreived
22/07/2026 2:36 PM AWST

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Communicate effectively in cross-cultural environments

Communicate effectively in cross-cultural environments

Unit of competency
National Code
SFICOMP205B
State Code
D9187
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
22/07/2011
View on TGA
State Implementation and Classification
Approved Date
13/03/2012
Field of Education
120505 - Work Practices Programmes
Original Release Date
13/03/2012
Nominal Hours
20
Description
This unit of competency involves interacting with confidence with those from cultures different to one's own using culturally appropriate verbal and non-verbal communications. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Use verbal and non-verbal communication in a culturally sensitive manner
  • 1.1. Cultural differences of the client are identified.
  • 1.2. A rapport with the client is established to facilitate further conversation.
  • 1.3. Conventions of conversation and language patterns are respected.
  • 1.4. Language and concepts used are appropriate to the client.
  • 1.5. Gestures and non-verbal communication used are appropriate.
  • 1.6. Dress and attitude are appropriate for client interaction.
2. Interact with clients in a culturally appropriate way
  • 2.1. Strategies for developing effective cross-cultural relationships are used.
  • 2.2. Barriers to effective cross-cultural communication are identified and addressed to maintain effective relationships.
  • 2.3. Strategies for resolving differences or misunderstandings are used.
  • 2.4. Resources to facilitate effective communication within the workplace are identified and used.
  • 2.5. Compliance requirements are based on culturally appropriate practices.
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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Communication may include:
gender specific
gestures
signs
verbal and non-verbal
written.
Cultural differences may include:
interpersonal approach
perceived authority
priorities
responsibilities
terms of reference
thinking and learning styles
values and beliefs.
Conventions of conversation may include:
affirmation
assertiveness
eye contact
questioning techniques
time orientation
use of names.
Strategies for developing effective cross-cultural communication may include:
general guidelines and standards for approaching specific tasks and issues
mutual respect
relevant concepts and information presented using:
diagrams
flow charts
graphs
interactive multimedia
pictures
tables
video camera images
visual or iconic representations
workplace induction programs.
Barriers to effective cross-cultural communication may include:
assumptions
power imbalance
racist and prejudiced attitudes
socioeconomic
stereotypes and generalisations
structural.
Strategies for resolving differences may include:
mediation
negotiation of culturally appropriate guidelines
workplace codes of practice.
Resources may include:
people identified with appropriate cross-cultural knowledge
reference groups
workplace designed to accommodate cultural needs
workplace policies and procedures.
EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment

Critical aspects for assessment evidence required to demonstrate competence in this unit
Assessment must confirm the ability to:
communicate effectively and sensitively within a cross-cultural context.

Assessment must confirm knowledge of:
cultural differences and their impact on the appropriate use of verbal and non-verbal communication
barriers to effective cross-cultural communication.
Context of and specific resources for assessment
Assessment is to be conducted at the workplace or in a simulated work environment. Evidence of competency may be gathered over time and from a range of actual or simulated situations.

Resources may include:
agency policies and procedures.
Method of assessment
The following assessment methods are suggested:
role-play or simulation
observation of practical demonstration
scenarios or case studies
written or oral short-answer testing.
Guidance information for assessment
This unit may be assessed holistically with other units within a qualification.
Replaces
State Code National Code Title Type
S4198 SFICOMP205A Communicate effectively in cross-cultural environments Unit of competency
Replaced By
State Code National Code Title Type
OAS01 SFICPL204 Communicate effectively in cross-cultural environments Unit of competency