SITXCOM007 - Show social and cultural sensitivity

Unit code: SITXCOM007 | Study level: TAFE

Credit points

N/A

Location

Footscray Nicholson

Industry

Prerequisites

N/A

Overview

This unit describes the performance outcomes, skills and knowledge required to be socially aware when serving customers and working with colleagues. It requires the ability to communicate with people from a range of social and cultural groups with respect and sensitivity, and to address cross-cultural misunderstandings should they arise.The unit applies to all tourism, travel, hospitality and event sectors. All personnel at all levels use this skill in the workplace during the course of their daily activities.

Assessment

For Melbourne campuses

Assessment tasks will be designed to reinforce & extend knowledge and skill competence within set & controlled parameters in accordance with each units learning outcomes & performance criteria requirements, including the setting of work based practical application tasks designed to provide evidence of competence outcomes, within periodic and scheduled timelines.

Students will be expected to demonstrate the following required skills:

communicate verbally and in a non-discriminatory way with three different colleagues or customers, including at least one from a different social group and one from a different cultural group, including:
• attempting to overcome language barriers
• communicating in line with appropriate social and cultural conventions
• being respectful and sensitive
identify when assistance is required in the above communication and seek help using the appropriate channels.

Students will also be expected to demonstrate the following knowledge:

key principles of fairness and equity in relation to interaction with colleagues and customers
key cultural and religious protocols of main social and cultural groups in Australian society, including Australian Indigenous people
key cultural and religious protocols of main inbound tourist markets to Australia
different types of disability and their implications for the workplace
anti-discrimination policies for the industry and specific organisation
basic aspects of state, territory and Commonwealth laws covering anti-discrimination, including requirements to:
• treat customers and colleagues fairly and equitably
• not discriminate, show partiality or grant any special favours on the basis of social and cultural attributes
• not threaten, humiliate or intimidate people because of their social or cultural attributes
sources of assistance in communicating with colleagues and customers from diverse social and cultural groups:
• government agencies
• diplomatic services
• disability advocacy groups
• educational institutions
• interpreter services
• local cultural organisations
approaches to overcoming language barriers in the workplace:
• communicating through the use of:

gestures
signs
simple words in English or the other person’s language
• giving simple directions
• giving simple instructions.

Required reading

The qualified trainer and assessor will provide teaching and learning materials as required in the form of workbooks produced by the VU Polytechnic and/or via the VU Polytechnic e-learning system.

As part of a course

This unit is studied as part of the following course(s):

Certificate II in Hospitality

SIT20322 | Certificate ii | Duration:

Certificate III in Hospitality

SIT30622 | Certificate iii | Duration:

Refer to the course page for information on how to apply for the course. VU takes care to ensure the accuracy of this unit information, but reserves the right to change or withdraw courses offered at any time. Please check that unit information is current with the Student Contact Centre.