SITXCOMO02 SHOW SOCIAL AND CULTURAL SENSITIVITY Student Name > " @ Student Number hey aS © ALTEC College DateCOPYRIGHT AND DISCLAIMER Copyright © 2013 Training Resource Solutions Pty Ltd (ACN 153 055 166) of 2/3 Austral Place, Hallam, Victoria, 3803. All rights reserved. No part of this work may be reproduced or copied in any form or by any means (graphic, electronic, or mechanical, including photocopying, recording, taping or information retrieval systems) without the written permission of the copyright owner, Training Resource Solutions Pty Ltd. ‘The information contained herein is provided on the understanding that it neither repre- sents nor is intended to be advice and that neither the publisher nor author is engaged in rendering legal or professional advice. While every care has been taken in its prepara- tion no person should act specifically on the basis of the material contained herein. If expert assistance is required, competent professional advice should be obtained. Training Resource Solutions Pty Ltd, its directors and authors or any other persons in- volved in the preparation and distribution of this publication, expressly disclaim all and any contractual, tortuous or other form of liability to any person (purchaser of the publi- cation or not) in respect of the publication and any consequences arising from its use by any person in reliance upon the whole or any part of its contents. oOc {5 SITxcomo02 Show social and cultural sensi Application 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. No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication. Pre-requisite Unit Nil Competency Field Communication and Teamwork Unit Sector Cross-Sector Show social nd cultural sensiviy Version 2.1 February 2018, (© Training Resource Solutions ry Lid woSITXCOMO002 Show social and cultural sensitivity Elements and Performance Criteria ELEMENTS Elements describe the essential outcomes 1. Communicate with customers and colleagues from diverse backgrounds 2. Address cross-cultural misunderstandings. PERFORMANCE CRITERIA Performance criteria describe the performance needed to demonstrate achievement of the element. 1.1 Respect customers and colleagues from different social and cultural groups and treat them with respect and sensitivity. 1.2.Consider social and cultural differences in all verbal and non-verbal communication. 1.3.Respond to others in a non-discriminatory way. 1.4.Make attempts to overcome language barriers. 1.5.Seek help with communication when necessary. 2.1 Identify social and cultural issues that may cause conflict or misunderstanding in the workplace. 2.2.Address difficulties and seek assistance from others when necessary. 2.3.Consider social and cultural differences when difficulties or misunderstandings occur. 2.4.Make efforts to resolve misunderstanding, taking account of social and cultural considerations. 2.5.Escalate problems and unresolved issues to appropriate supervisor or manager for follow-up. Show social and caltural sensitivity Version 2.1 February 2018 1 Training Resource Solutions Pty LidC . SITXCOM002 Show social and cultural sensitivity Taney sare Performance Evidence Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and: + 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 ‘* demonstrating respect and sensitivity + identify when assistance is required in the above communication, and seek help using the appropriate channels. Knowledge Evidence Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit: + 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-discriminatio 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. including ‘Sow social and cultural sensiivity ‘Version 2.1 February 2018, ‘© Training Resource Solutions Py LidSITXCOM002 Show social and cultural sensitivity mg see Assessment Conditions Skills must be demonstrated in an operational tourism, travel, hospitality or events environment where communication with socially diverse customers and colleagues takes place. This can be: + an industry workplace + asimulated industry environment, Assessment must ensure access to: + current organisational anti-discrimination policies + plain English documents issued by government regulators that provide information on anti discrimination laws + customers and other colleagues from a diverse range of social and cultural groups with whom the individual can interact; these can be: © customers and colleagues in an industry workplace who are assisted by the individual during. the assessment process; or © individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation. Assessors must sati assessors, the Standards for Registered Training Organisations’ requirements for Foundation Skills Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement SKILLS DESCRIPTION es and plain English mn agencies, Reading skills to: * understand workplace anti-discrimination poli documents produced by government informat Oral communication * discuss cross-cultural misunderstandings and difficulties with skills to: supervisors, managers and other team members and identity possible strategies to resolve them. ¢ ‘Show social and clu sensivity Version 2.1 February 2018 (© Training Resource Solutions Pty LadC SITXCOM002 Show social and cultural sensitivity obig fescue What is cultural and social awareness? In simple terms, cultural and social awareness means understanding that not all people are the same. It is recognising that different people have different values, behaviours and sometimes fundamentally different approaches to life. Why do we need to be ‘Culturally and Socially Aware’? The most important reason we all need to be culturally and socially aware is that we all need to live and work together in our workplace, in our communities and in Australia. Australia is an accepting multicultural society with a wide range of people who have different cultures, lifestyles, religions and customs. By understanding each other a little bit better we can greatly increase the lifestyle and living standard of all of us. A great place to work, a greater place to bring up our children and a place where everyone gets a fair go. The hospitality and tourism industry is a worldwide industry, therefore, when you work in this industry you will work and communicate with a wide variety of people who have different lifestyles and cultural backgrounds than you. This is to be embraced and is part of what makes Australia strong and attractive to tourists from all over the world. Show social and cultural sensitivity Version2.1 Febray 2018, (© Training Resource Solutions Pry LidSITXCOM002 Show social and cultural sensitivity Taney essee Social differences In Australia, we pride ourselves on giving all people a ‘fair go” and treating all people the same regardless of their colour or their lifestyle choices, sexual preferences, culture or tradition. Providing service to a customer in a professional manner is not about making a judgement about that person’s lifestyle, haircut, clothes or habits, Hospitality workers are in a customer service role and our role is to provide service, that’s who we are and that’s what we do. We should aim to give the customer the best experience possible regardless of whether we approve of their lifestyle choice or not. People with disabilities or people in same sex relationships will make up part of the customers that we serve, and they are entitled to the same level of respect and service as everyone else in the community. To treat people differently or with less respect will not be fulfilling your customer service role, it will be bad for business and possibly illegal. oO ‘Show scil and cultural sensitivity Version 21 February 2018 (© Training Resource Solutions Pty idSITXCOM002 Show social and cultural sensitivity Tarmg sce Workers with family responsibilities When a new person starts working at a business it can take time, training, patience and money to reach a stage where the person knows how the business operates, who is who and how to do their job. One of the aims of a well-run company is to have a low staff turnover to reduce the costs of hiring and training new staff members and the disruption to business that this causes. That is one of the reasons that many companies have work flexibility programs in place to help and encourage workers to continue employment at the company when they have children. This particularly applies to women when they have children, but also applies to men who take on the role of the primary carer for children. By understanding and supporting the role of parents, companies may offer part-time employment, while the parent has these family responsibilities. Offering parents part-time roles, will keeps their knowledge and experience in the company, helps to continue their relationships with clients and allows for innovation input from a family perspective. It also helps that person maintain their skills, contacts and knowledge, so that when they are once again available for full-time work, they are all set and ready to be productive from day one. This is a win-win situation for the company, the person and the family. Sow social and cultural sensitivity Version 21 Februry 2018 (© Training Resource Solutions Py Lidrg ence SITXCOM002 Show social and cultural sensitivity | Workers with a disability 2015 statistics from the Australian Bureau of Statistics (ABS) show the following: + Almost one in five Australians reported living with disability (18.3% or 4.3 million people). + The majority (78.5%) of people with disability reported a physical condition, such as back problems, as their main long-term health condition. The other 21.5% reported mental and behavioural disorders. + More than half of those with a disability, that were aged 15 to 64 years participated in the labour force (53.4%), which is considerably fewer than those without disability (83.2%). The above figures show that 2.33 million Australian workers are working with a disability of some sort. Discrimination and disability (2015 statistics) * Almost one in 12 Australians with disability (281,100 people or 8.6%) reported they had experienced discrimination or unfair treatment because of their disability. + Young people with disability (aged 15 to 24 years) were more likely to report the experience of discrimination (20.5%) than those aged 65 years and over (2.1%). ) + Over one-third (35.1%) of women and over one-quarter (28.1%) of men aged 15 years and over had avoided situations because of their disability. % Australian Bureau of Statistics Sow social and cura sensitivity Version 21 February 2018, ‘© Training Resource Solutions Pry Ltd 10c C 26 srrxcomooz Show social and cultural sen: | Disabilities There are many people, both customers and staff that suffer from a disability of some kind. Some of these disabilities are very visual and easy to understand, such as a person in a wheelchair, however, other disabilities as not as easy to identify visually such as mental illness and these disabilities may be a bit more difficult to understand. In Australia, our anti-discrimination laws are there to protect those less fortunate than most people and to give them a fair go. ‘Types of disabilities can include: Mobility disabilities Many people need a wheelchair, crutches, walking sticks or other devices to help then walk or move around, but this does not affect their ability to work. It’s important to understand that people with a physical disability are just like other people, but need a little help to move around. Make sure you are aware of where the lifts and ramps are and be patient as people with a mobility disability may move slower or have difficulty getting through tight spaces Vision impairment Many people with a vision impairment use the aid of a stick or a guide dog and carry out all sorts of jobs in business and society. There are also many software programs and devices that help people who have a vision impairment read emails and other forms of written communication. Show care and respect to the person and make sure their walkway is clear. Guide the person if requested to do so or offer your assistance. ‘Show social and cultural sesiiiy ‘Version 2.1 February 2018 ‘© Training Resource Solutions ay Lid llSITXCOM002 Show social and cultural sensit oe | Mental illness / Depression According to the organisation ‘Beyond Blue’ there are three million people in Australia who suffer from depression or anxiety. Many people in high management positions have told their story of how they suffer or have suffered with depression and anxiety in an effort to promote better community understanding of these issues. These illnesses can have a variety of effects on the people and their work ability. But most people can work through the situation with the help and support of their doctor, family and workplace to come out the other end in a much better state of mind. For more information, visit: d wy evondblueorga Ela Hearing di: ity Beyond Blue People with a hearing impairment are able to function normally in society and communicate using sign language, written language and gestures. If the person with a hearing impairment has the ability to read lips, make the effort to face them as you talk to them and try not to talk too fast. Some medical conditions can give the appearance that a person is drunk, rude or socially strange. Therefore, it is important to be careful not to judge a person based on their behaviour. Sow social and cultural sensitivity Version 2.1 February 2018, © Training Resource Soltons Pry Ll 12SITXCOM002 Show social and cultural sen: | How important is culture? Culture is an integral part of our everyday life and we should not underestimate how it affects us and our behaviour when dealing with customers, friends, family or work colleagues, Our cultural values are so ingrained in us that we can automatically behave in a certain way. This is part of the reason we can find it difficult to understand behaviour that is not the same as ours. For example, if you are a Muslim it is hard to imagine the year without Ramadan, but if you are a Christian you are unlikely to have a year without Christmas! If you are brought up in a society where it is polite to avert your eyes when talking to other people, you will probably be quite uncomfortable when people look straight at you during a conversation. Some cultural influences include: * How you act when you meet people for the first time. > Whether you live at home with your parents or not. > Whether and how you prayed this morning-and to whom. * How you ask to speak to someone on the telephone. % What you think about men and women. * What sort of social functions you attend. + How you relate to co-workers who are younger or older than you. * The things you feel you should apologise for. “ What you believe to be polite behaviour. * The way you express anger. * What you think will happen to you when you die. * Who or whether you will marry. ¢ What you chat about with people. + How you greet your partner or family members. ‘Show social and cultural sensitivity Version 2.1 February 2018 ‘© Training Resource Solutions Pry Lid 13SITXCOM002 Show social and cultural sensitivity Cultural differences Modern Australia is a ‘Multi-cultural’ society that was founded by the British two hundred years ago, and before that indigenous people were here for many thousands of years. Apart from the Aboriginal people, we are all migrants in some way. A large proportion of people in Australia were born overseas. Because of our multicultural background, the residents of Australia have widely varied social and cultural practices. When working in the hospitality and tourism industry, you will find that you will be interacting with people with different racial backgrounds, religions, cultures and traditions, This is normal and very common for Australians. Part of good customer service is to understand and respect the needs of our customers. Many tourists and travelling business people may not speak English. Having team members who also speak other languages apart from English will help a great deal in providing service to these customers. These team members not only help us with their language skills but also help us learn the culture of another country so we can give these guests better service. For example: A Chinese person may not say thank you when we serve them, but look closely and you may notice them tapping their fingers on the table. This means ‘thank you" in Chinese culture. Knowing this will help us understand that Chinese people are not being rude, but just have different cultural habits of Australians. Siow social and clara sensitivity ‘Version 2.1 Februry 2018, © Training Resource Solutions Pry LtdC SITXCOM002 Show social and cultural sensitivity | Aboriginal and Torres Strait Islander cultures This topic is not designed to provide detailed information about the numerous cultures you will encounter. However, it is vital for all Australians to understand a little about the culture of the people who have lived in Australia for thousands of years before European settlement. This section provides a brief introduction to ‘Aboriginal society and culture, but we do not seek to speak on behalf of indigenous people. One of the problems of discussing Aboriginal and Torres Strait Islander cultures is the diversity of these cultures. Australia is a large continent and it is estimated that at the time the British First Fleet arrived (in 1788) there were close to 700 different Aboriginal and Torres Strait Islander ‘nations’ — with 250 different languages, social structures and cultures. It is perhaps useful to think of Aboriginal Australia as similar to Europe with just as many different countries, types of dress, food and cultures. While concentrating on the basic beliefs and philosophies, which span different nations, it is important not to fall into the trap of thinking all Aboriginal people and Torres Strait Islanders are the same. The whole social structure of Aboriginal and Torres Strait Islander communities is concerned with the survival of the entire community; rather than the individual. There is a great sense of community spirit and each member has a defined role and place within the system. This way of life became known as the kinship system. Show soca and cultural sensitivity ‘erson21 February 2018 © Training Resource Solutions ry Lid 15SITXCOM002 Show social and cultural sensitivity Prior to 1788 and even today; Aboriginal people and Torres Strait Islanders hold deep religious and spiritual links with their land, formed during the ‘Dreamtime’. Sacred sites are an important part of Aboriginal culture, and caring for these sites and performing rituals is extremely important. er | > | When the British arrived in 1788, two completely different cultures came face to face, and inevitably there was conflict. One culture focused on community and deep spiritual attachment to the land, while the British had different religious beliefs, culture, laws and a community based on agriculture and economic growth. Many Aboriginal people died from diseases, such as smallpox, which they had never been previously exposed to and violent interactions with the new settlers. The early white settlers generally considered the Aboriginal people to be second class and they were not officially recognised or considered as citizens until 1967 when they gained full rights the same as all other Australians. This legacy has left many Aboriginal people in a disadvantaged position, which is still an issue today. ‘There are a number of contemporary issues affecting Aboriginal and Torres Strait Islander peoples. These normally conjure up strong emotions within the community and which, by their nature, must be handled with great awareness and sensitivity in discussion. Show social and cultural sensitivity Version 2.1 February 2018 © Teaining Resource Solutions Pry Lu 16SITXCOM002 Show social and cultural sensitivity | Cultural diversity in Australia rlNoKe Dee ML CULTURAL DIVERSITY IN A\ What is cultural diversity? Citra versity relates to a person's country of birth their ancestry, the caurtry of bith a thei erent, unhat languages they speak, whether they are of Aborignal or Tores Stat lander descert, and thee Faligotsatfilation. The Census collects information ‘on mary characterises tat highlight the nich cuitural dversty of Australian society Country of birth The 2016 Cersus shows that two thirds (572) of the ‘Ausraen population sere born in Australia, Of the 6,163,667 overseas-bor persons, nearly one in fie (18% had arived since the tart of 2012 While England and New Zealand were stil the rext mast common counties of bith after Australia, the proportion of people horn overseas who were bom tr Cha and India has increased sce 2011 Grom 18.09% 108 3%, and 5.6% to 7.4% respectively), The Philopnes has swapped places with aly inthe tap 10s, moving fromm number 8 te number & yS2 now appears i the top 10 counties of birth replacing Seotand) and represents 0.6% ofthe ‘Ausraon population ae oO 22 22 i :- Ancestry ‘Ancestiy an indication of the cute group that a person most closely wnifies with, (Over 300 ancestis mere separately identified in the 2016 Census. The most common repo ‘were Englsh (36%) ard Australan (3495), ‘A further st of the leading ten ancestries reacted 2 Europan heritage, The twe remaining ances inthe top 10 were Chines (5.63) and Indian (4.6%) English 36.1% 33.5% wish Scottish 11.0% 9.3% 6x Languages ' 2016, there wete over 300 separately identited languages spoken in Ausraian homes. More than one-fifth (21%) of Austaliars spoke a language other ‘han English at home, 72.7.0 GtB2.5.. ee PP) 1.2% Cantonese BF ee 1.45 Vietnamese attgp 1.2. ‘Show social and cultural sensitivity Version 2.1 February 2018, [© Training Resource Solutions Pty Lid 7SITXCOM002 Show social and cultural sensitivity | ‘CULTURAL DIVERSITY li AUSTRALIA Aboriginal and Torres Strait Islander Peoples Creer a 8% of the The Aboriginal and Torres Strat Idarder population has increased since 2011 from 2.5% to 2.8% of the Astralan popuaton. Further information is avaliable in the Aboriginal and Torres strat slander Population Data Summary sheet Rel In 2016, Chustianty was the main religion reported in Australia (5296). ary foe an) Christian 122016 S24 Islam 604.2 26 Buddhism 5637 24 Hinduism 4403 19 Sikhism 125.9 0s B Judaism S10 oa 5 other 9527 os Total 1920.8 8 No Religion* 7080.7 30.4 Australia? 234019 100.0 No eign indus sear and other pict belts 2 Aareoionwa an pon ston ha olor Aurea Whe the Ilemic population made up only 2.69% of the total aopultion it was the second largest religion reported inthe 2016 Census after Chvstiany. dam was dsey followed by Buddhism (2.4%) The ’No Religion’ count increased to almost a thitd of the Australian population between 201% and 2016 (22% to 30%) The generations of Australians In 2016, nearly hal 25%) of Australians had either been bor overseas (frst generation Australian} or tne or bath parents had been born averseas {second generation Austraian) First generation Third-plus generation Where migrants live For Australia's overseas-born populatos New South Wales wa stil the most popular state oF territory to ive in 2016 (2.072.454 people or 34% of the ‘oversezs-botn population) Second generation cy oO uy Pees IT : Eri 105761 oe In 2016, 83% of the overseas-boxn population ved in 2 capil ty compared with 61% oF people 'borm in Australia. Sydney had the largest overseas-born population Source sal representtionsare based on data collected the 2015 Conus. fr detntions of he tems used above se the ore formation about 2016 Cas dat eee and prods go To webs gev.aulenaus 2 ‘Show sci an clara sensiiviy Version 21 February 2018, ‘© Training Resource Solutions Pty Lad 18c we SS sirxcomoo2 Show social and cultural sensitivity Activity 1 Who are you? Discuss and answer the following points with your lecturer or assessor. This activity may be done individually, or students may wish to break into groups. Nationality + What are some particular standards of behaviour in your country of origin? Social * Do you feel you belong to a particular group? If so, which group? Family “What family traditions do you have? Show social and cultural sensitivity Version 2.1 February 2018, (© Training Resource Solutions Pry LidSITXCOM002 Show social and cultural sensitivity Religion “Are you part of a group of shared religious beliefs? If so, what group? + What religious practices do you follow? Dress *% Do you dress in a particular way? If so, how and why? ‘Show social and cultural sensitivity Version 21 February 2018 © Training Resource Solutions Pry Lid€ : SITXCOM002 Show social and cultural sen: Today’s tourism and hospitality workforce The Tourism and Hospitality industries are a perfect example of multiculturalism at work. We welcome guests to Australia from all cultures and countries and the workforce represents many different nationalities from around the world. In the 2016, statistics show 819 000 people worked in the Accommodation and Food Service sectors of the economy. Being a very labour intensive industry, the hospitality and tourism industries are a major employer in Australia and most venues are always on the lookout for skilled staff. This provides great opportunities to move around, travel and work in different styles of venues and businesses. Venues providing employment opportunities include: Cafes, hotels, pubs, restaurants, theme parks, clubs, sporting venues, casinos and other catering and service venues. Show social and cultural sensitivity ‘Version 2.1 February 2018, ‘© Training Resource Solutions Pry Lad 21vagrmce SITXCOM002 Show social and cultural sensitivity Diversity as an asset Diversity in the workforce or in a workplace team should be viewed as an asset that can be utilised to give the business a competitive edge. Customers with English as a second language will really appreciate it if some staff are able to speak their own language and understand their cultural needs. Why is diversity an asset? Staff better reflect your customers and the community as a whole. The business is better able to meet the needs of tourists, newly arrived migrants and Australians with a foreign cultural heritage. If staff speak a variety of languages, they will be able to help foreign ( customers and business associates more, and may open up sales or contracts in other countries to export your products or services. It helps to innovate and implement new products or services and news, sales or marketing strategies aimed at different cultures. It shows the business to be an Equal Opportunity Employer. Diversity brings different approaches and solutions to workplace problems. Diversity helps a business become an employer of choice that attracts and retains the best employees. It enhances the company’s image and reputation in the community and marketplace It decreases the busines 's vulnerability to legal challenges of discrimination. Show social and cultural sensitivity Version 2.1 February 2018 (© Training Resource Solutions Py Lad 22c SITXCOM002 Show social and cultural sensitivity Activity 2 List three ways in which you can demonstrate respect for a customer or colleague who may be from a different cultural background than you. What problems do you think could occur should you not show respect or be sensitive to different cultural groups? Show social and cultural sensivity Version 2.1 Febrary 2018 (0 Training Resource Solutions Pry Lid 23SITXCOMO002 Show social and cultural sensitivity | Stereotypes and prejudice Whenever we discuss the differences between cultural groups, there is a danger that we start to assume that all people within a particular group are the same. When this occurs, we begin to generalise and fail to treat people as individuals The following list of statements provides some classic examples of stereotyping: “ All Australians love beaches, beer and barbecues - and they all say G'day. 4 All elderly people are conservative. * All accountants are boring. > All Americans talk loudly. + All British people drink tea. + All Jewish people don’t eat pork. + All Aboriginal people live in the bush. All of the above statements are possibly true about some of the people in each group. In reality, it is impossible to totally avoid the habit of stereotyping. In many situations having some knowledge about the way people from particular cultures behave is very helpful. For example, if you work in a hotel that caters for a lot of Chinese visitors you will be able to provide better service if you know about some of their general preferences and characteristics. For example, in Chinese the number 8 is very lucky, while the number 4 may signify death. Show social und cultural sensitivity ‘Version 2.1 Febmunry 2018 © Training Resource Solutions Py Lid 248 sITXCOM002 Show social and cultural sensi | c Prejudice Prejudice is an attitude where individuals or groups are perceived to be deficient, less valued or lacking in some way; this is often the result of negative stereotyping of specific groups. Prejudice is often portrayed as only possible against a minority group and is often depicted as one majority group exerting power over another minority group. While this type of prejudice does exist, it is important to understand that prejudicial views may be found in all communities and groups; even minority communities. In Australia, we do the best we can and encourage people to treat each other as an individual and on their merits rather than prejudging a person or imposing a (__ stereotype on them that may not be true. In the workplace, prejudicial behaviour is not just the wrong thing to do, in most cases it will be illegal as Australia has many anti-discrimination laws in place to help ensure that everyone gets a fair go. Legal issues There is a wide range of state and federal laws and legislation that cover human rights and diversity issues. If legislative compliance is not managed effectively in the workplace, the consequences can significantly expose the company to the risk of legal action, C possible adverse media exposure and a loss of reputation. Conversely, good management of diversity issues offers opportunities that can add value and eam a competitive advantage to the business. Companies that have established diversity programs and management systems to address and resolve potential discrimination and prejudice issues are less vulnerable to lawsuits and multimillion-dollar penalties. Show social nd curl sensitivity Version 2.1 Febray 2018 (© Training Resource Solutions Pry Lid 25“6 SITXCOM002 Show social and cultural sensitivity | Equal employment opportunity Equal employment opportunity (EEO) is the a, principle of equal pay, opportunity and conditions \ ae for all in the workplace; it involves identifying and Opportunity Program eliminating any discriminatory barriers that cause I inequality in the employment of any person or group of persons. The objective of EEO is to ensure that everybody gets a ‘fair go’ and the opportunity to move forward into a worthwhile career. EEO is not just about hiring new staff it is also about ensuring all staff have equal access to training, promotion and opportunity. It is common to see the words ‘this organisation is an equal opportunity employer’ at the bottom of recruitment advertisements. Put generally, this slogan means that the employer is actively undertaking a program which addresses issues of equal opportunity in the workplace. Equal opportunity plans address how EEO is to be introduced into an establishment. Any business with over 100 staff in Australia is required to submit to the Federal Government a copy of its EEO plan for addressing any inequalities or inequities in the workplace. RESPECT DIFFERENCES Show socal and cultaral sensitivity Version 2.1 February 2018, (© Training Resource Solutions Pry LidsIrxComo02 Show social and cultural sen | c Anti-discrimination Discrimination means the treating of one person less favourably than another due to some personal characteristic. Discrimination is not fair and is against the law in Australia. It is illegal to discriminate against customers or staff due to: + Family responsibilities. 4 Sexuality or gender identity. C «Sex (whether they are female or male). + Relationship or parental status (whether they are married, single, widowed, divorced, separated or living with someone as if they were married (de facto, including same sex de facto), and whether they have children or not. * Race + Age (whether they are young or old). + Impairment (whether they have or have had a physical, intellectual, psychiatric or mental disability, injury or illness, including whether they are HIV+, or use a guide dog, wheelchair or some other remedial device). Religious belief or activity, political belief or activity Trade union activity. Lawful sexual activity (a lawfully employed sex worker). Pregnaney or breastfeeding. Association with or relation to someone who has any of these listed attributes C or personal characteristics be eee There is anti-discrimination legislation at both State and Federal levels. All establishments should make staff aware of this legislation and what it means for day-to-day work practices. Show social nd cultural sensitivity Version 2.1 Februry 2018, (© Training Resource Solutions Pry Lid 27SITXCOM002 Show social and cultural sensit Racial Discrimination Act 1975 (Commonwealth) The Racial Discrimination Act establishes the basis that all people are equal and it is unlawful to apply preference, restriction or distinction of any person on the basis of their race, colour and descent or national/ethnic origin. In the workplace, this Act has implications in terms of requiring a person to comply with the terms and conditions which are not reasonable on the basis of their race, colour, descent or national/ethnic origin. Disability Discrimination Act 1992 (Commonwealth) This Act establishes the framework for dealing with an act of discrimination. A person discriminates against another person if “.. the discriminator treats or proposes to treat the aggrieved person less favourably than, in circumstances that are the same or are not materially different, the discriminator treats or would treat a person without the disability.” Sex Discrimination Act 1984 (Commonwealth) This act recognises the need to treat all people as equals and seeks to establish that all people have the right to equal protection and rights regardless of their gender, potential or current pregnancy status or sexual preference. Each State and Territory government department provides GS @ @ services to business managers that allows them to access this legislation. The Workplace Gender Equality Act 2012 (Commonwealth) This Act replaces the ‘Equal Opportunity for Women in the Workplace Act 1999” and aims to improve and promote equality for both men and women. Businesses with more than 100 employees are required to submit an annual report to the Workplace Gender Equality Agency (WGEA) with standardised data about their employment practices. ‘Show social and cultural sensitivity Version 2.1 Febrary 2018, © Training Resource Solutions Pry Lid 28Cc =f SITXCOM002 Show social and cultural sensiti Problems associated with diversity Dealing with problems and resolving conflict in the workplace can be a difficult issue in and of itself - and can be even more difficult in situations of cultural diversity. Quite often, the problems that you will encounter will stem from ignorance and intolerance of other people’s beliefs and practices. You will need to use effective communication and negotiation techniques to interpret verbal and non-verbal information and relay this accurately to other team members. By paying attention to people’s body language and behaviour, and listening to what is happening around you, you may pick up early warning signs of a developing conflict. If you catch the conflict early enough, a quiet word may be all that is needed to settle things down. More often than not, conflict will arise from colleagues and customers. Examples of how conflict could occur include: + Mimicking accents and behaviours + Ignoring or pretending to not understand instructions e Having different beliefs about dress, hygiene and personal presentation “+ Feeling and acting superior or inferior * Assuming facts and stereotyping individuals “ Resenting another person’s tradition or practices “ Actively discriminating against team members or customers Language barriers % Feelings of prejudice ‘Show social and cultural sensitivity ‘Version 2.1 Februty 2018, (© Training Resource Solutions Pry Lida SITXCOM002 Show social and cultural sensit | "ge Factors that may contribute to ongoing conflict There are many factors that can contribute to a cultural conflict in the workplace just as there are in society and the world. Some cultural and racial conflicts and prejudice go back hundreds of years and are very entrenched in some societies. Most migrants who come to Australia try to arrive with a clean slate and start a fresh life, but some migrants do find it hard to leave prejudices from the old country behind. There may also be a feeling or perception that newly arrived migrants are not really Australian and do not support Australian culture and ways of life. These misguided attitudes can spill across into workplace conflict if there is a perceived favouritism or injustice in the way people have been treated. ( Factors contributing to conflict: ” Long-time prejudices ingrained in some cultural groups. > A sense of injustice or feeling that they are not being treated fairly. A play for power or fear that power will be lost. “A lack of systems in place at the business to deal with minor grievances. + Misunderstandings and mistrust between workers. * Poor communication - failure to communicate effectively can prevent stakeholders from understanding each other or make them defensive and unwilling to attempt to solve the problem. Problems that are not taken seriously by management when originally informed of the issue. STOP ‘Show social and cultural sensitivity Version 2.1 February 2018 © Training Resource Solutions Pry Lid 30Cc SITXCOM002 Show social and cultural sensitivity | Dealing with misunderstandings Misunderstandings and conflicts can arise between customers and workers or between workers and colleagues, for many different reasons. Often, they can occur due to something as simple as because people are different, but it would be a boring world if we were all the same! This topic looks at conflicts that can arise as a result of a lack of cross-cultural understanding between people from different cultural backgrounds. Difficulties can occur for many reasons. This could include poor communication, a lack of patience or because people make judgements based on their own cultural values. English translations or the use of slang and colloquialisms can be stressful to people from other cultures. So, if you speak too quickly, at a volume that is too low or too high, not listening actively, not asking questions, using offensive body language and gestures, and/or inappropriate humour this can result in a misunderstanding. For example: * In some regions of India, it is common for adult men to hold hands together; this does not imply any sexual relationship, they are just friends. However, in Australia this would be uncommon for male friends who are not in a couple relationship to hold hands. You might serve quite a few meals to Chinese people before you may realise that they thank restaurant waiters by unobtrusively tapping the table with their fingers. How easy would it be to jump to the conclusion that Chinese restaurant goers never acknowledge good service and therefore to think that Chinese people are rude? + In most Asian countries, it is considered polite and respectful not to look a person in the eye during conversation; such a mannerism in Australia usually implies a guilty conscience. ‘In Eastern Europe and Middle Eastern countries, hugging and kissing on the cheeks among men is a common occurrence; this may be totally inappropriate for some cultures. “You may come into contact with customers or colleagues from non-English speaking backgrounds. They may not speak English at all, speak it poorly or speak English fluently. ‘Show socal and cultural sensitivity Version 2.1 February 2018, (© Training Resoure Soltons Pry Lid 31”SITXCOM002 Show social and cultural sensit eee | Natural justice In English and Australian law, ‘natural justice’ or “procedural fairness’ are the terms used to describe the acting without bias and the right of people to a fair hearing, A workplace investigation into an allegation of improper behaviour that does not meet the needs of ‘natural justice’ or ‘procedural fairness’ may be considered invalid by those involved, by another authority or an Australian court. Important points of natural justice include: + Fair prior notice of the case, investigations and interviews. “+ A fair opportunity to put their side of the story and present their own case. ( “ A fair opportunity to answer allegations. * To receive all relevant information about the issue before putting their side of the story. + Those people investigating or hearing a matter are seen not to have a bias or a conflict of interest in the case. * Evidence to support a decision. Stow slant snstviy Version 21 Ferry 2018 Tring Rene cho Py Lid 32Tanger c SITXCOM002 Show social and cultural sensitivity | Dealing with colleagues Modern workplaces place great importance on the team and teamwork. Being able to get along well with and effectively communicate with colleagues and team members in the workplace will benefit you greatly. Remember that work is not a social occasion with your family and friends therefore you must behave and communicate in a different way; in a more professional way. At work, not everybody is your best friend! There may be some people that you work with that you think you would not socialise with, that’s OK and completely normal because we are there to work, not to socialise. The main thing is that you are able to work with, communicate with and treat others respectfully even if they are really not C your type of person. When communicating with colleagues: * Be polite, say please and thank you. * Listen and pay attention when they are talking to you. ‘% Face them and look at their face when they are talking to you. Smile and be happy. * Be clear in your communication so that your message is not misunderstood. * Using written notes in some cases is better than oral communication if the message is long or complicated. ( + Be respectful about other peoples' beliefs and lifestyle choices as their personal life is not really your business. ‘ Focus on the work and not the person. * Ifyou are having trouble with or are not getting along well with a person, you may need to speak to your supervisor for help. ‘Show socal and cultural sensitivity ‘Version 2.1 February 2018, 1 Training Resource Solutions Poy Lad 33i XCOM002 Show social and cultural sensitivity area sue | ( Dignity and respect Everybody has the right to be treated with dignity and respect; everybody has a valuable job to do within the business. Without the cleaners, a five-star hotel cannot function at all, without a truck driver the goods don’t get delivered. Every job is important, and every person is just as important as one another. Treating people with respect will gain you more support and respect with the organisation and you can expect the help and support of colleagues in doing your job. It will also make you more efficient in the workplace. Rules: ( yo tt * + Do not discriminate against others in the workplace. Do not sexual harass others in the workplace. Practice work health and safety to provide a safe work environment. Always remember that as well as your moral responsibility, equal opportunity, anti-discrimination, work health and safety and sexual harassment is also a legal responsibility in the workplace. Ensure you are up to date with and understand the law in relation to these issues. Be polite - Say please and thank you. Treat colleagues as people not just workers ~ you should know and use their names. Don’t talk down to people. Where possible help others with any problems they have. Separate people’s personal lives from their work. You may not agree with how they live their personal life but that is not your concern. $3, @) Show social and cultural sensitivity Version 21 February 2018, (0 Training Resource Solutions Pty Lid 34Cc SITXCOM002 Show social and cultural sensitivity | Use non-discriminatory language Non-discriminatory language is language that does not discriminate against, denigrate or exclude an individual or group based on their gender, race, disability, age or other personal characteristic. In almost all cases in a business situation, there will be no need to refer to the personal characteristic of a colleague or customer. For instance, there is no need to say: “A black man made a complaint” (“A homosexual applied for a job” “The short woman in accounts” “The young kid in sales” This type of language is often interpreted with a value judgement in a negative way, even if the person using the language did not mean it that way. It also sets up an ‘us and them’ situation that highlights differences that are not relevant. Some words can be ‘trigger words’ that upset people, or that leave you open to discrimination claims. Be especially careful when a customer is making a complaint. The customer is already unhappy about the situation - and if you use discriminatory or derogatory language the situation will get much worse very fast. (_ Non-discriminatory language must be used in the workplace when either spoken or written, including emails. You should note that that email at work or any documents on your computer are NOT PRIVATE. The business has the right to look at these documents. Don’t write anything in an email that you don’t want your boss to see or that may be viewed as discriminatory or denigrating to others. ‘Show social and cultural sensitivity Version 2.1 Febrary 2018 (© Training Resource Solutions Pry Lid 35SITXCOM002 Show social and cultural sensitivity Workplace positions — When speaking about workplace activities or positions, it is important to avoid using gender-specific terms. Using terms such as ‘cleaner’ instead of ‘cleaning lady’ and ‘office assistant’ instead of ‘Office girl’ will help avoid the stereotype that all cleaners and office assistants are women, and that this is the type of work that women should be doing. Age — When speaking about age, we need to consider that others may be embarrassed or offended when referred to as ‘old’ or ‘young’. Referring to a person as old may be taken that you are saying that they are no longer able to look at things from a modern perspective. In a similar way, referring to a person as young or with a childish term may imply that they lack experience and judgment. Race — When using language about race, which may be needed from time-to-time for legitimate reasons, do not use common ‘slang’ words to describe a person’s race. Many people find them offensive and there is no need to use these terms in a business situation. Marital status — In most business situations, there should be no real reason to refer to the marital status of a person It’s not relevant to how a person performs in the workplace and does not define everything about the person. Sexual preference — In most business situations, there should be no reason to refer to a person’s sexual preference. It has no relevance to how a person performs in the workplace and does not define everything about the person. Religion — In most business situations, there should be no reason to refer to a person’s religion. It’s not relevant to how a person performs in the workplace and does not define everything about the person. So oAiteht a H Pnief ‘Show soa and cultural snstvty Version 2.1 February 2018 (© Training Resouroe Solutions Pry Lad 36© siTxcomoo2 Show social and cultural sensitivity | Language barriers In cases where language barriers exist you may attempt to communicate through the use of gestures or simple words in the & other person’s language. Understand that the person has limited English skills and so may not be able to understand the full range of words that you normally use “ Where possible, try to use simple common words rather than uncommon and complex words. Avoid running words together in your speech, we often speak fast and a number of small words can sound like one large word and be very confusing. Don’t speak slow but speak clearly and pronounce the words clearly. Face the person and don’t cover your mouth, the movements of your face and lips help the person understand. Speak at a normal clear volume; speaking louder does not help people understand, ‘ Try to use correct English and avoid slang, the person may have had some English classes and will relate to the more formal English used during those classes. “+ Avoid using word contractions such as “Can’t” when it’s better to use the full words “Cannot”. * Avoid filler words such as “Like” “You know” and “Um”. ‘% Be explicit and say “Yes” and “No” rather than “Uh-huh” or “Yeah”. “> Be aware that different cultures have different standards regarding touch of the other person, avoid touching as it may come across as aggressive or inappropriate. Smile and be friendly. Listen and pay attention when they are attempting to communicate with you. ef “+ Show respect and don’t talk down to them. ‘+ Use hand gestures or signs, such as three fingers to represent the number three. ‘Show socal and cura sensitivity ‘Version 2.1 February 2018, ‘© Training Resource Solutions Pay Lid 37SITXCOM002 Show social and cultural sensitivity | Use your team Because hospitality and tourism employees come from a wide a variety of cultural backgrounds it might be possible that somebody within your department or organisation has a better cultural understanding of a particular customer or colleague than you. In these situations, it may be better to ask another colleague who has the experience or knowledge of a particular culture. You may seek their advice or get them in to handle the situation. For example, you may have customer from Thailand who does not speak English, but you may also have a waiter from Thailand who speaks both Thai and English. It may help everybody if the Thai waiter talks to the Thai customer and ensures they are getting the products and services they require. ( If in doubt, seek the assistance of your manager or supervisor. wey bas —ZinN ry ‘Show social and cltarl sensitivity Version 2.1 February 2018 (© Training Resource Solutions Pry Lad 38c Sd SITXCOM002 Show social and cultural sensit Taneg tears Activity 3 Choose a different country from your own and answer the following questions: + What is the main language spoken? “ How many people live in the country? * Describe the main religion in the country you have chosen * Describes the types of food that are eaten * What national and religious holidays are practiced? ¢ What different ethnic groups live in the country? GC Stow sci an cua sensitivity Version 21 Fabra 2018 © Thang Resource Sotos Py id 30°SITXCOM002 Teng Pesce Show social and cultural sensivity Version 2.1 February 2018 (© Training Resource Solutions Pry LidSITXCOM002 Show social and cultural sensitivity c Seeking as: tance If you are working in a junior position and have just recently started working or you only have a few years’ experience, then it would probably best not to get too involved and take it upon yourself to solve other people’s conflicts and problems in the workplace. However, if the conflict does affect your work, if there is a safety issue or if people are behaving in an illegal or grossly inappropriate way, then you may need to bring the problem to the attention of your supervisor. There is a fine line as to when to take this action because you do not want to be known as the one who goes running to the boss all the time about things that are none of your business. In most cases, people ( will solve their personal issues and disagreements at work by themselves without the need for management to get involvement. Avoid turning what may be a small and petty issue into a major drama which management need to become involved to resolve. ‘There may also be the case where you yourself feel as though you are being treated unfairly by another person at work. If you feel you are being bullied, harassed or discriminated against at work you are perfectly within your rights to bring up the matter with your manager or supervisor, they should be able to advise you of what action to take and able to investigate the matter further if they feel it is necessary. In most cases, your immediate supervisor or department manager would be the person you would go and raise your concerns to. If the circumstances are that you do (__ ot feel comfortable raising the matter with them, you may need to g0 to the human resources manager or somebody else that you trust within the business. Show social and cultural sensitivity Version 2.1 February 2018 (© Training Resource Solutions Pty Lid 41SITXCOM002 Show social and cultural sensitivity Performance Evidence Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and: + 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 © demonstrating respect and sensitivity + identify when assistance is required in the above communication, and seek help using the appropriate channels. Assignment Activity This assignment is designed to gather evidence as to how you are able to: show social and cultural sensitivity, in your workplace, not just the theory, but how you do it on a practical level in your particular workplace. This assignment will form part of the assessment for this subject and must be completed in an original and professional manner. The assignment MUST be your own work using your OWN words and may be completed in the spaces provided or with a printed computer based document. If it is completed using a computer based printed document, please include a heading stating this assignment is: + SITXCOMO002 Show social and cultural sensitivity * Your name * Date Log sheet Activity The Performance Criteria for this unit requires the student to “communicate in a non discriminatory way with colleagues and customers from at least three different social and cultural groups” We provide a log sheet for the student to record these communication events. The student should give a brief summary of the communication and ensure that the communication is with three different people of different social or cultural groups. Was the communication different in any way from the student's normal communication with people of other social or cultural groups? Were any problems encounter? (PS: Don’t feel the need to make up problems if no problems existed). Show socal and eultural sensitivity Version 2.1 February 2018 (© Training Resouroe Solutions Pry Lid 42SITXCOM002 Show social and cultural sensit Assignment Activity In your own words please answer the following questions: Ql. Briefly explain the importance of “Cultural Awareness’ to employees working in the hospitality and tourism industries: Q2. Why is it important to be sensitive to the needs and attitudes of different cultural groups? Show social and cultural sensitivity Version 21 February 2018 ‘© Training Resource Solutions Pty Lid: XCOM002 Show social and cultural sen: eit fone 2, . ( Q3. In what ways can you communicate with colleagues or customers where language barriers may exist? Q4. What is meant by the term ‘Stereotyping”? QS. What is meant by the term ‘Equal Employment Opportunity’? ‘Show socal and cular sensitivity Version 21 February 2018 © Training Resource Solutions Ply Lid 44& srrxcomooz Show social and cultural sensitivity | c Q6. What is ‘racial discrimination’? Q7. What is ‘sexual discrimination’? Q8. What are some things you consider to be part of ‘Australian’ culture? Q9. Ifa problem occurs that you find too difficult to handle or is outside your authority, what should you do? Sow social and cultural sensitivity Version 21 Febroary 2018 (© Training Resource Solutions Pry Lidareeaeavee SITXCOM002 Q10. Show social and cultural sensitivity Cultural or Social Communication Student Log Sheet — 1 Unit code and title SITXCOMO002 Show social and cultural sensitivity Student name Student number Date Situation issues. Brief description of the communication, including any specific challenges or The evidence Valid Sufficient [ Authentic | Reliable presented is a a a ao Student signature __| Date Trainer/assessor Date signature and name Show i en cala sensitvig Venice 21 Ferry 2018 €Traning Rec Soaton Py id Gec SITXCOM002 rang tears Show social and cultural sensitivity Cultural or Social Communication Student Log Sheet — 2 Unit code and title SITXCOMO002 Show social and cultural sensitivity Student name Student number Date Situation issues. Brief description of the communication, including any specific challenges or signature and name The evidence Valid Sufficient_| Authentic Reliable presented is a a a a Student signature Date Trainer/assessor Date ‘Show social and catural sensitivity Version 2.1 February 2018 (© Training Resource Solutions Pry Lid 47SITXCOM002 Show social and cultural sensitivity Cultural or Social Communication Student Log Sheet — 3 Unit code and title SITXCOM002 Show social and cultural sensitivity Student name Student number Date Situation issues. Brief description of the communication, including any specific challenges or signature and name The evidence Valid Sufficient | Authentic | Reliable presented is a a a ao Student signature Date Trainer/assessor Date ‘Show social and cultural sensitivity Version 2.1 February 2018, {© Training Resource Solutions Pry Lid