CHCDIV001 - WORK WITH DIVERSE PEOPLE

Assessment 1 Answer Questions

Question 1
The concepts of cultural awareness, cultural safety and cultural competence are
important in the context of a diverse workplace. Explain what these concepts are and
how they impact on the different work roles.

Cultural safety is a concept relating to the fact that for a workplace to be

appropriately inclusive, people (therapists, clients and other stakeholders) must
believe that their culture and beliefs will be respected and that the workplace
will be free from discrimination and any actions that disadvantage people
because of difference. Organisations are responsible for developing and
sustaining health care services that are free from discrimination and that are
delivered in a manner that shows respect for clients.Cultural competence refers
to the ability of people working in organisations to build relationships (with
therapists, clients or other stakeholders) that are based on thePage 2 of
12foundations of understanding each other’s expectations, preferences and
attitudes. Cultural confidence is built on working with others to increase
knowledge, build understanding and learn how to accommodate difference.
Underlying cultural competence are the principles of trust, respect for diversity,
equity, fairness, and social justice.This concept will impact on all work roles as
they relate to the idea of acceptance of diversity, understanding of the value of
diversity and the provision of workplace where equity and fairness apply equally
to all.Where staff are culturally aware and where cultural safety and cultural
competence are accepted, there is a high likelihood that the benefits of diversity
will impact on both staff and clients..

Question 2
Explain diversity and what respect for diversity in the workplace means.
Diversity in the work means understanding that each individual is unique and has the
right to be different. Diversity or difference can be based on the dimensions of race,
ethnicity, gender, sexual orientation, socioeconomic status, age, physical abilities,
religious beliefs, political beliefs, or other ideologies.Respect for diversity involves
recognition and acceptance of the different qualities, skills, qualifications, experiences,
needs, preferences and attitudes of people—whether they are work colleagues, clients,
clients’ families or others.

Question 3
Community attitudes and structures of culture, language and workplace policies
influence people and groups and will all have an impact on community services work.

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 Briefly explain the impact of each of these things. If necessary, conduct independent
research.
Recommended websites for research are:
https://www.communities.qld.gov.au/resources/childsafety/practice-manual/prac-
paper-working-cald.pdf
http://eccv.org.au/library/doc/CulturalCompetenceGuidelinesandProtocols.pdf
https://www.dss.gov.au/sites/.../39_community_attitudes_to_disability_accessible.doc

Community attitudes change over time. As changes occur so must the attitudes of
individuals who wish to work and interact with the community. Over time a lot of the
prejudices and stereotyping within Western communities has moderated. Legislation
has been developed to ensure fairness, equity, lack of discrimination and support for
human rights. People working in community service organisations need to be aware of
the current expectations of society and the community within which they work and to
ensure that their attitudes and behaviours change accordingly.With the influx into
Australia of migrants and refugees, and when providing services for Aboriginal and
Torres Strait Islander people, language can be a barrier as many of these people will
have different first languages. Communication and communication procedures will need
to be modified to accommodate their needs and, where necessary, translators or
community elders might be asked to assist the communication process.Workplace
policies also need to change and adapt over time. Many workplace policies will be
grounded in legislation. To ensure that workplace policies are appropriate, relevant to
the organisation and will achieve appropriate outcomes, it is necessary to constantly
review policies, to ensure that they are in line with the appropriate legislation and that
they fit with the values, attitudes and expectations of the community within which the
organisation works and with the larger society..

Question 4
Explain how diverse political, social, economic and cultural factors impact on work and
the lives of people in society.
Within any society there are groups of people who hold different political views and
have quite different political expectations. In a democratic society we elect our
representatives. This assumes that the majority of people hold similar views; however, it
also acknowledges the fact that individuals will have different political views and
expectations. Each elected government will make changes that impact on work and these
changes will be based on their perception of what society needs and of what will benefit
the people living in Australia. Businesses and therapists need to adapt to changes in
legislation, government policies, programs, and funding arrangements.Social attitudes
change constantly. New scientific, medical and health research contributes to changes in
behaviour and in belief structures, for example sustainability issues, climate warming,
focus on healthy eating and the need to exercise, focus on prevention of sun exposure
cancers, realisation that diversity is important and necessary etc. As research provides
us with more and more knowledge our attitudes, behaviours and beliefs shift. In
particular, the concepts of tolerance and inclusivity are more oftenarticulated and
more

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 likely to be accepted than previously. Community services organisations in particular
need to be aware of this and might, for instance, organise health and fitness programs
available for a range of clients of different ages and with different abilities, where
previously the assumption might have been made that only younger people will
participate in fitness programs.The economic climate will have a strong influence on the
type of service required by clients, on their ability to access the services and on client
needs. For example, in times of economic stress community service organisations will be
faced by a greater number of clients needing financial advice or assistance, help with job
search, or treatment for depression and anxiety.Cultural differences impact on work and
life in so far as the increasing number of migrant and refugee people in Australia
contributes, and has done since the 1940s and 50s, to the richness of mainstream
Australian culture. The strong culture of our Indigenous populations and those of our
migrant populations have contributed to the diverse range of arts and crafts, food styles
and food varieties, literature, spiritual affiliations, music, languages etc. that now make
up part of what we perceive as of our normal culture. This diversity makes positive
contributions to the work, social and economic lives of everybody. There are a number of
specific areas of diversity, which characteristics must be taken into consideration
concerning legislative compliance and support for human rights. Some of these include:
cultures and subcultures race, ethnicity, nationality disability religious or spiritual
beliefs and affiliations gender, including transgender generational differences in
characteristics sexual orientation/ sexual identity—lesbian, gay, bisexual, heterosexual
age—generational differences

Question 5
Conduct independent research to determine the legal and ethical factors (international,
national, state, territory and local) that need to be considered regarding to
discrimination, human rights and rights and responsibilities of workers, employers and
clients. When researching, consider the relationship between human needs and human
rights and the frameworks, approaches and instruments used in the workplace.
Explain the impact of these factors on individual workers and explain the likely
consequences of:
1 breaches of discrimination legislation (age, disability, racial and sex)
2 infringement of human rights including the Universal Declaration of Human
Rights
3 not supporting client, worker and employer rights and responsibilities in the
workplace
Recommended websites for research are:
https://www.humanrights.gov.au/employers/good-practice-good-business-
factsheets/workplace-discrimination-harassment-and-bullying
https://www.humanrights.gov.au/publications/right-discrimination-free-workplace
https://www.business.gov.au/info/run/employ-people/equal-opportunity-and-
diversity

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Organisations will have policies and procedures relating to discrimination, harassment,
equal employment opportunity and social justice.Policies and procedures will be
grounded in relevant legislation. From the appropriate legislation, organisational
policies and procedures will be developed. All staff must comply with legislation and
with organisational policies and procedures.Contents of policies and procedures, and
compliance requirements should be communicated to staff during induction, during in-
house training programs and at meetings. In the community services sector there are
industry-based code of ethics / codes of practice and individual organisations will also
have their own codes of ethics. A code of ethics is not enforceable by law but it does
provide a set of guidelines regarding the behaviour expected of all employees. These
behavioural expectations relate to things like honesty, professionalism, currency of
qualifications etc. and expectations with regard to diversity and inclusivity.Breaches of
legislation or responsibilities not being carried out can result in litigation, and loss of a
job. A code of ethics is not enforceable by law; however, a breach of the code of ethics can
result in job loss.The Universal Declaration of Human Rights supports the ideology that
‘All human beings are born free and equal in dignity and rights. They are endowed
with reason and conscience and should act towards one another in a spirit of
brotherhood.’ It sets out a number of Articles, which people should comply with if they
are to uphold the philosophies of equality and human rights for all. It refers to
human, economic, social, cultural and political rights that support physical integrity,
personal liberty and security, procedural fairness, non-discrimination, autonomous
equality, privacy, freedom of religion and expression, the right of marriage,
sanctions against inciting hatred, consensual sexual activity, the rights that all people
have, to enjoy their own culture, religion and language etc. Human Rights are
inalienable, basic freedoms and protections to which all people are entitled.Not
supporting client, Therapist and employer rights and responsibilities in the workplace
and the failure to meet these obligations may not only cause personal suffering and
financial losses, but may also result in legal action.Employers have an obligation to
provide a work environment free from hazards and to ensure the health and safety
of themselves, their Therapists and other people affected by the workplace. They
meet this obligation by complying with the relevant workplace health and safety
regulations that govern their type of business and by following the Advisory Standard
or adopting an equally effective way of managing exposure to risks. Employers who do
not meet their obligations under the Act may face severe penalties (fines,
imprisonment, lawsuits).Equal Employment Opportunity (EEO) legislation is intended
to ensure that the principle of merit is applied fairly in the workplace. Barriers that
could create or support inequality should be identified and removed.Anti-
discrimination legislation is intended to ensure that people are not unfairly
disadvantaged due to appearance, gender, value, beliefs, disability, sexual preference,
marital or parental status, nationality, spiritual affiliation, inclusion in a minority group,
physical or mental impairment etc.

Question 6
There are a number of specific areas of diversity, the characteristics of which must be
taken into consideration with regard to legislative compliance and support for human
rights. List 7 of the key areas of diversity.

cultures and subcultures race, ethnicity, nationality disability religious or

spiritual beliefs and affiliations gender, including transgender generational
differences in characteristics sexual orientation/ sexual identity—lesbian, gay,
bisexual, heterosexual age—generational differences

Question 7
Australia’s first people are the Aboriginal and/or Torres Strait Islander people. Often,
due to the cultural divide, and sometimes to the ability of services to reach remote
people, Aboriginal and Torres Strait Islanders are not able to make good use of
community service offerings.
To provide appropriate services it is necessary for organisations and their staff to be
aware of:
4 the historical issues and conditions that have shaped relationships with
mainstream Australia
5 the current social, political and economic issues affecting Aboriginal and/or
Torres Strait Islander people
6 the way in which Western or mainstream systems and structures can be
perceived by and can impact on Aboriginal and/or Torres Strait Islander people
and their engagement with services
Conduct independent research and provide a brief explanation of historical issues,
current issues and the way in which many Aboriginal and Torres Strait Islander people
engage with services.
Recommended websites for research are:
http://shareourpride.reconciliation.org.au/sections/our-shared-history/
https://www.qld.gov.au/about/about-queensland/history/aboriginal/
http://www.humanrightsactionplan.org.au/nhrap/focus-area/aboriginal-and-torres-
strait-islander-peoples
https://www.beyondblue.org.au/who-does-it-affect/aboriginal-and-torres-strait-
islander-people/risk-factors
http://www.aihw.gov.au/uploadedFiles/ClosingTheGap/Content/Publications/2013/ct
gc-ip5.pdf
http://www.alrc.gov.au/publications/3.%20Aboriginal%20Societies%3A%20The
%20Experience%20of%20Contact/impacts-settlement-aboriginal-people

Historical conditions are those relating to what the Indigenous people consider invasion,
and to loss of country and culture. Indigenous people have been subject to
discrimination and disenfranchisement and, as a group, exhibit feelings of grief and loss
(trauma)—this takes into consideration land, language, spirituality, stolen generations
etc.Deaths in custody, land rights, economic disadvantage, poor levels of education /
literacy, health and life expectancy are all current issues that impact on the Aboriginal
and Torres Strait Islander people and on the way in which these people perceive and
interact with mainstream systems and structures.Cultural differences manifest in
 spirituality, language, perceptions, values and expectations, customs, lifestyle choices,
family kin or skin relationships, and continuing disadvantages.Assessing the current and
potential impact of cultural issues on the design and application of service programs will
require observation, consultation and close collaboration with respected elders and with
the communities for whom the services are intended. Consultation with and involvement
of community members in development processes and in the design of particular service
applications will guide strategic planning to ensure a fit with Indigenous
needs.Indigenous people are much more likely to take advantage of or to make use of,
services which have been developed with their particular needs in mind and which have
been part of a collaborative and consultative process. They are more likely to participate
in services when they feel at least a degree of ownership. Staffing services with
Indigenous employees is also more likely to encourage acceptance by the people for
whom the service is intended.Indigenous people do not access health / community
services in the same way or in the same numbers as mainstream Australians. Although
many people are eligible they choose not to access services (this was noted by the
Australian Bureau of Statistics, 2008 and still occurs). By ensuring a cultural fit and by
utilising the input of Indigenous people it is hoped there will be a greater uptake of
services. By providing suitable training for Indigenous people, it is hoped that they will
find work in organisations that offer health and community service facilities for
Indigenous people.

Question 8
Service organisations must provide employment opportunities and services for the
potential needs of marginalised groups. List 3 groups that could come under the heading
of marginalised groups.
What holds an organisation and its team together is a shared field of meaning – a shared
set of values, norms and beliefs that surround a shared mission – coherence and
direction. This is a workplace culture, which is different from the personal cultural and
personal expectations of individual therapists.

Question 9
Explain how language and culture interpreters and imagery could help service
organisations embrace and respond to diversity.
While conducting training, it is important to make the training relevant and practical. Ask
staff to share their experiences and invite community leaders from culturally and
linguistically diverse backgrounds to share their stories and perspective. Do not be afraid
to hire an interpreter. It is also a good idea to train staff in how to use an interpreter. It is
not intuitive to stop speaking after every point for someone to translate. Speakers who do
not have training in how to work with interpreters often speak without a break for too long
and some of their information can be lost.Where there is a language barrier, there are
effective strategies that could assist with the communication process such as using
universal signs, symbols and icons, using pictures or imagery, using body language or
exaggerating gestures, using a translator or translating service, and learning the basics of
another language.Effective visual imagery is useful when communicating information to
ethnic groups. There are a number of universal imagery or colours used within the
workplace. Visual imagery is very effective in communicating a key message as signs,
icons and symbols are used universally across cultures and location. This means that
messages are being communicated consistently. Examples include: ‘-‘ or ‘x’ can mean no,
stop, minimise or close ‘+’ or the up arrow refers to add or upwards Red can symbolise

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 danger, stop or love Green can represent go, fresh, recycle Hearts represent love Clocks
represent time Envelopes represent email or messages

Question 10
Australian society is made up of diverse communities and/or social groups. Explain
briefly how these diverse groups influenced and changed Australian society.

It is fair to say that the influence of the diverse people and cultures that came to
Australia, originally as part of a post war mass migration, has made Australians,
in general, less insular and isolated. It has widened experiences and attitudes
generally. Ongoing European and Asian migration has brought richness to the
culture of what is, essentially, a young country. This richness relates to art, food,
lifestyle, culture, spirituality, medicine, language, customs, artefacts etc.

Question 11
Explain how diversity practices and experiences impact on personal behaviour,
interpersonal relationships, perceptions and the social expectations of others in the
workplace.

We all have personal values, beliefs, social and cultural perspectives that develop
throughout the course of a lifetime.To provide a service that meets the needs of
target groups, therapists need to be aware of their personal values, social and
cultural perspectives and their own biases. They must be prepared to adopt the
professional values of the industry, and expect that everyone may not be the
same as they are. They must learn to accept, value and work with diversity..

Assessment 2 Role play

You are required to take 3 role plays with your clients (assessor) in the simulated
workplace environment. During the role play, you must demonstrate the following
communication skills and understanding of diversity.
1. How to lead the topic.
2. Appropriate and active listening skills
3. Encourage feedback
4. Encourage input and ideas from all group members
5. Demonstrate your ability to promote and manage positive work attitudes and
practices that lead to a diverse, accepting and safe workplace.

Scenario 1: You are the manager of a busy massage business which employs one
fulltime massage therapist and four part-time massage therapists. One of your part-time
employees (your assessor) informs you that the fulltime massage therapist, Sarah, has

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 made a number of negative comments about her English speaking skills and the food she
brings to work.
The part-time employee, Pashmina, is from Southern India, speaks Tamil as her first
language, has lived in Australia for two years, and started learning English just one year
before she arrived in the country. She doesn’t eat at the shopping centre like many of the
other employees, but brings her own meals to work and eats in the staff room. She tells
you that she realises her food smells strongly of spices and that her English skills are not
as good as the other employees, but she doesn’t understand why Sarah speaks to her so
rudely about her food and the way she speaks English.

Scenario 2: You have recently started a new role as a massage therapist at a local
massage business owned and operated by a Greek couple who have lived in Australia for
many years. The business employed seven part-time employees when you started work
there one month ago, but three employees quit in the last week, seemingly due the way
the owners communicate with the staff.
The owners’ English skills are very good, but they constantly speak Greek with each
other in the presence of the employees, and when speaking to employees they often stop
mid-conversation and start speaking together very loudly in Greek. You get the
impression that they are complaining and/or gossiping about the staff member they are
talking to at the time.
One of the owners (your assessor) has called you into the office to ask you what you
know about the other employees quitting.

Scenario 3: You are the evening supervisor at a local massage business which employs
three massage therapists for the evening shift. Recently, you have received several
complaints from customers about one of your employees, Jane (your assessor), who has
recently migrated from China. The three complaints are similar in nature and all relate to
Jane not following client instructions. For example, one of the clients told Jane that she
was applying too much pressure several times but Jane didn’t reduce the pressure, in
fact, she increased it until the client raised her voice and Jane finally got the message.
Jane’s English skills are not good and she often has trouble communicating with clients
and colleagues, including yourself. However, she is an excellent massage therapist, she is
very caring, polite and welcoming, and a diligent employee who always arrives at work
on time.

Your assessor will use the checklist below to assess:

Role Play 1-3: Did the student Yes No

Lead a topic actively, engaged team members, and all topics were covered
Showed ability to work inclusively
Reflected on own perspectives include social and cultural biases, own limitations
in self and social awareness. Understanding of others and ways to improve
own self and social awareness.

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 Displayed appreciation for diversity and inclusiveness, and their benefits

Contribute to the development of work place and professional relationship as

well as Value, respect diversity and inclusiveness in workplace
Provided ways to ensure work environment is safe for all
Showed ability to communicate with people from diverse backgrounds and
situations
Respect for diversity in communication, verbal and non-verbal communication
constructively to establish, develop and maintain effective relationships,
mutual trust and confidence

Where a language barrier exists, use effective strategies to communicate in

the most efficient way possible or seek assistance from interpreters or other
persons according to communication needs
Promote understanding

Identify issues that may cause communication misunderstandings or other

difficulties and where difficulties or misunderstandings occur, consider the
impact of social and cultural diversity as a source. Responded appropriately
Make an effort to sensitively resolve differences, taking account of diversity
considerations and address any difficulties with appropriate people and seek
assistance when required
Encouraged feedback and participation of other members to generate ideas
and offer a solution as a team.
Communication was clear and easy to understand. Used appropriate verbal
and nonverbal communication effectively. Implemented active listening skills
Raised right questions to lead discussions
Discussed the characteristics of different diversities in the 3 scenarios
Comments:

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