This unit (SITXCOM002) 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.

Unit details

Study level:
Vocational and further education (TAFE)
Unit code:

Contact VU Polytechnic


Assessment tasks will be designed to reinforce and extend knowledge and skill competence within set and controlled parameters in accordance with each unit's learning outcomes and 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 in a non-discriminatory way with colleagues and customers from at least three different social and cultural groups: demonstrating attempts to overcome language barriers; communicating in line with appropriate social and cultural conventions, and; demonstrating respect and sensitivity, and; - 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, and; 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, and; - approaches to overcoming language barriers in the workplace.

Where to next?

As part of a course

This unit is studied as part of the following courses. Refer to the course page for information on how to apply for the course.

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