From Package: Transport and Logistics
What you get
This unit involves the skills and knowledge required to apply cultural awareness, communication principles and problem-solving techniques to facilitate working in a socially diverse environment. This is done in accordance with workplace procedures, relevant anti-discrimination and equal employment opportunity regulations.
It includes communicating with customers and colleagues from diverse backgrounds and dealing with cross-cultural misunderstandings.
Work is performed with limited or minimum supervision, with some accountability and responsibility for self and others in achieving the prescribed outcomes.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Learning Outcomes
By the end of this training course, participants will:
| 1. Communicate 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 organizations is obtained when required. |
| 2. Deal 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. |
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