Competency standard UNIT TITLE: WORK IN A SOCIALLY DIVERSE ENVIRONMENT NOMINAL HOURS: 25 hours UNIT NUMBER: D1.HRS.CL1.19; D1.HOT.CL1.02; D2.TCC.CL1.02 UNIT DESCRIPTOR: This unit with the skills and knowledge required to work effectively in a socially diverse environment in a range of settings within the hotel and travel industries workplace context. ELEMENTS AND PERFORMANCE CRITERIA UNIT VARIABLE AND ASSESSMENT GUIDE Element 1: Communicate with customers and colleagues Unit Variables from diverse backgrounds The Unit Variables provide advice to interpret the scope and context of this unit of Value customers and colleagues from different cultural competence, allowing for differences between enterprises and workplaces. It relates to the groups and treat them with respect and sensitivity unit as a whole and facilitates holistic assessment Take into consideration cultural differences in all verbal and This unit applies to all industry sectors that seek to work in a socially diverse environment non-verbal communication within the labour divisions of the hotel and travel industries and may include: Attempt to overcome language barriers Front Office Obtain assistance from colleagues, reference books or Housekeeping outside organisations when required Food and Beverage Service Element 2: Deal with cross cultural Misunderstandings Food Production Identify issues which may cause conflict or Travel Agencies misunderstanding in the workplace Tour Operation. Address difficulties with the appropriate people and seek Cultural differences may include: assistance from team leaders or others required Consider possible cultural differences when difficulties or of address misunderstandings occur Levels of formality/informality Make efforts to resolve misunderstandings, taking account Non-verbal behaviour of cultural considerations Work ethics issues and problems to the appropriate team Personal grooming leader/supervisor for follow up
Competency standard UNIT TITLE: WORK IN A SOCIALLY DIVERSE ENVIRONMENT NOMINAL HOURS: 25 hours UNIT NUMBER: D1.HRS.CL1.19; D1.HOT.CL1.02; D2.TCC.CL1.02 UNIT DESCRIPTOR: This unit with the skills and knowledge required to work effectively in a socially diverse environment in a range of settings within the hotel and travel industries workplace context. ELEMENTS AND PERFORMANCE CRITERIA UNIT VARIABLE AND ASSESSMENT GUIDE Element 1: Communicate with customers and colleagues from diverse backgrounds Value customers and colleagues from different cultural groups and treat them with respect and sensitivity Take into consideration cultural differences in all verbal and non-verbal communication Attempt to overcome language barriers Obtain assistance from colleagues, reference books or outside organisations when required Element 2: Deal with cross cultural Misunderstandings Identify issues which may cause conflict or misunderstanding in the workplace Address difficulties with the appropriate people and seek assistance from team leaders or others required Consider possible cultural differences when difficulties or misunderstandings occur Make efforts to resolve misunderstandings, taking account of cultural considerations issues and problems to the appropriate team leader/supervisor for follow up Unit Variables The Unit Variables provide advice to interpret the scope and context of this unit of competence, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment This unit applies to all industry sectors that seek to work in a socially diverse environment within the labour divisions of the hotel and travel industries and may include: Front Office Housekeeping Food and Beverage Service Food Production Travel Agencies Tour Operation. Cultural differences may include: of address Levels of formality/informality Non-verbal behaviour Work ethics Personal grooming
TG_Work_in_a_socially_diverse_enviro_refined.docx