TM LEVEL 1

NATIONAL

ASSESSMENT

REQUIREMENTS

CLINTON DE PABLO

KIMUEL RUBIA

JESSA MAE DORADO

RUBY JOY FAJERMO

ROSE EM IGNACIO

ANNA MARIE JOY SAQUIN

CAPSU ROXAS MAIN CAMPUS

Competency-Based Learning Materials for Food and Beverage Services NC III:

Work in a Diverse Environment

Unit of Competency: TRS513301 - Direct and Supervise Food and Beverage Service

Operations in a Diverse Environment

Learning Outcomes:

 Define diversity and its importance in the food and beverage service industry.

 Identify different types of diversity in the workplace.

 Explain the benefits of working in a diverse environment.

 Apply strategies for promoting cultural awareness and understanding.

 Demonstrate effective communication and teamwork skills in a diverse team.

 Address diversity-related issues and conflicts professionally.

Resources:

 TESDA Training Regulations for Food and Beverage Services NC III

 Cultural Sensitivity in the Workplace materials from the Department of Labor

and Employment (DOLE)

 Diversity and Inclusion in Hospitality: A Practical Guide by Christine Cassell

and Julie E. Collier

 Case studies and real-world examples of diversity in the food and beverage

service industry

Learning Activities:

1. Introduction to Diversity (30 minutes)

  Icebreaker activity: Have participants share their name, a fun

fact about themselves, and something that makes them unique.

This activity helps break the ice and introduces the concept of

diversity.

Diverse group of people sitting in a circle smiling at each other during an icebreaker

activity

 Lecture: Define diversity and discuss its various dimensions, such as race,

ethnicity, gender, age, religion, sexual orientation, disability, and cultural

background.

 Group discussion: Ask participants to share their experiences with diversity

in the workplace, both positive and negative.

2. Types of Diversity in the Workplace (60 minutes)

 Presentation: Discuss the different types of diversity that can be found in the

food and beverage service industry, such as:

o Cultural diversity: Differences in customs, traditions, and languages.

o Religious diversity: Differences in religious beliefs and practices.

o Generational diversity: Differences in age and work styles between

different generations.

o Gender diversity: Differences in gender identity and expression.

o Ability diversity: Differences in physical and mental abilities.

  Case study analysis: Provide participants with a case study of a diversity-

related issue in the food and beverage service industry and ask them to discuss

possible solutions.

3. Benefits of a Diverse Environment (30 minutes)

 Group brainstorming: Ask participants to brainstorm the benefits of working

in a diverse environment, such as:

o Increased creativity and innovation

o Improved problem-solving skills

o Enhanced customer service

o Stronger team relationships

o A more positive and inclusive work culture

o group of people from different backgrounds brainstorming ideas

together

 Video presentation: Show a video clip or documentary that highlights the

benefits of diversity in the workplace.

4. Strategies for Promoting Cultural Awareness and Understanding (60 minutes)

 Role-playing activity: Divide participants into pairs and have them role-play

different cultural scenarios, such as greeting a customer from a different

culture or dealing with a dietary restriction.

 Guest speaker: Invite a guest speaker from a diverse background to share

their experiences and insights with the participants.

  Cultural exchange activity: Organize a cultural exchange activity where

participants can learn about different cultures through food, music, and dance.

5. Communication and Teamwork in a Diverse Team (60 minutes)

 Communication skills workshop: Train participants on effective

communication skills for working in a diverse team, such as active listening,

nonverbal communication, and conflict resolution.

 Team building activity: Organize a team building activity that encourages

collaboration and communication among participants from different

backgrounds.

 Group discussion: Discuss the challenges of working in a diverse team and

how to overcome them.

6. Addressing Diversity-Related Issues and Conflicts (60 minutes)

 Scenario-based learning: Present participants with different scenarios of

diversity-related issues and conflicts, such as discrimination, harassment, and

microaggressions. Ask them to discuss how they would handle these

situations.

 Conflict resolution training: Train participants on conflict resolution skills

that can be used to address diversity-related issues in a professional and

respectful manner.

 Role-playing activity: Have participants role-play different conflict resolution

scenarios.

Assessment:
 Quiz: Assess participants' understanding of the key concepts covered in the

unit.

 Case study analysis: Ask participants to analyze a case study and develop a

plan for addressing a diversity-related issue.

 Observation: Observe participants' communication and teamwork skills

during group activities.

 Performance appraisal: Conduct a performance appraisal to evaluate

participants' overall competency in working in a diverse environment.

 UNIT OF COMPETENCY : WORK IN A DIVERSE ENVIRONMENT

UNIT CODE : 400311322

UNIT DESCRIPTOR : This unit covers the outcomes required to work effectively in

a workplace characterized by diversity in terms of religions, beliefs, races, ethnicity

and other differences.

ELEMENT PERFORMANCE REQUIRED REQUIRED

CRITERIA KNOWLEDGE SKILLS

Italicized terms are

elaborated in the

Range of Variables

1. Develop an 1.1 Individual 1.1 Understanding 1.1 Applying cross-

individual’s differences with cultural diversity in cultural

cultural awareness clients, customers the workplace communication

and sensitivity and fellow workers 1.2Norms of skills (i.e. different

are recognized behavior business customs,

and respected in for interacting and beliefs,

accordance with dialogue with communication

enterprise policies specific groups strategies)

and core values. (e. g., Muslims and 1.2 Showing

1.2 Differences are other non- affective

responded to in a Christians, non- skills – establishing

sensitive and Catholics, rapport and

considerate tribes/ethnic empathy,

manner groups, understanding, etc.

 1.3 Diversity is foreigners) 1.3 Demonstrating

accommodated 1.3Different openness and

using appropriate methods of flexibility in

verbal and non- verbal and non- communication

verbal verbal 1.4 Recognizing

communication. communication in a diverse groups in

multicultural the workplace and

setting community as

defined by

divergent culture,

religion, traditions

and practices

2. Work effectively 2.1 Knowledge, 2.1 Value of 2.1 Demonstrating

in an Environment skills and diversity in cross-

that acknowledges experiences of the economy and cultural

and values cultural others are society in terms of communication

diversity recognized and Workforce skills

documented in development and active listening

relation to team 2.2 Importance of 2.2 Recognizing

objectives. inclusiveness in a diverse

2.2 Fellow workers diverse groups in the

are encouraged to environment workplace and

utilize and share 2.3 Shared vision community as

their specific and defined by

qualities, skills or understanding of divergent

 backgrounds with and commitment to culture, religion,

other team team, traditions and

members and departmental, and practices

clients to enhance organizational 2.3 Demonstrating

work outcomes. goals and collaboration skills

2.3 Relations with objectives 2.4 Exhibiting

customers and 2.4 Strategies for customer

clients are customer service service excellence

maintained to excellence

show that diversity

is valued by the

business.

3. Identify 3.1 Diversity- 3.1 Value, and 3.1 Addressing

common issues related leverage diversity-related

in a multicultural conflicts within of cultural diversity conflicts in the

and diverse the workplace are 3.2 Inclusivity and workplace

environment effectively conflict resolution 3.2 Eliminating

addressed and 3.3 Workplace discriminatory

resolved. harassment behavior towards

3.2 Discriminatory 3.4 Change customers and co-

behaviors towards management and workers

customers/stakeho ways to overcome 3.3 Utilizing

lders are resistance to change

minimized and change management

addressed 3.5 Advanced policies in the

accordingly. strategies workplace

3.3 Change for customer

management service

policies are in excellence

place within the

organization.
Training Activity Matrix: Food and Beverage in Diverse Environments

Activity Learning
Topic Description Materials Time
Type Objectives

- Use slides,

videos, and

images to

showcase the

diversity of - Gain an

food cultures understanding - Presentation

around the of different slides with

world. - cultural food captivating

Highlight the traditions and visuals and

Introduction
Interactive importance of practices. - engaging 45
to Cultural
Presentation cultural Recognize the content. - minutes
Awareness
sensitivity in significance of Online polling

the food and cultural tools or

beverage sensitivity in interactive

industry. - customer whiteboard.

Encourage service.

audience

participation

through Q&A

and polls.

Dietary Role-Playing - Divide - Identify - Scenario 60

Restrictions participants into common dietary cards with

and Scenarios pairs and assign restrictions and specific details minutes

Preferences each pair a their reasons. - and

different dietary Practice challenges. -

restriction or adapting Name tags or

preference (e.g., communication props for role-

vegetarian, and service style playing

vegan, gluten- to cater to identification.

free, halal, diverse needs. -

kosher). - Develop

Provide each problem-solving

pair with a skills in

scenario where handling

they must customer

interact with a inquiries about

customer with dietary

their assigned restrictions.

dietary

restriction. -

Have

participants

role-play the

scenarios,

focusing on

providing

culturally
 sensitive and

inclusive

service.

Food Group - Present a - Apply - Recipe 90

Adaptation Competition classic recipe or knowledge of handout with minutes

Challenge dish. - Divide dietary clear

participants into restrictions to instructions. -

teams and adapt recipes Access to

challenge them and menus. - research

to adapt the Foster materials and

recipe to teamwork and cooking

accommodate creative equipment

three different problem-solving (optional). -

dietary skills. - Evaluate Presentation

restrictions or the impact of tools for team

preferences. - cultural showcase.

Teams can considerations

research, on food

brainstorm, and preparation and

prepare presentation.

presentations

showcasing

their adapted

recipes. - Have

teams present
 their dishes and

explain their

modifications,

focusing on

creativity and

cultural

considerations.

Cultural Interactive - Organize a - Explore the - Various 2 hours

Food Festival Experience mini food diversity of ingredients

festival flavors and and cooking

showcasing ingredients used equipment for

dishes from in different participants. -

different cultures. - Booth

cultures. - Practice cultural decorations

Encourage sensitivity and

participants to through information

bring interaction and cards about

homemade appreciation of the featured

dishes or diverse food dishes. -

research and traditions. - Music and

prepare specific Develop ambiance to

recipes. - Set up communication enhance the

booths and presentation cultural

decorated with skills. experience.

cultural
 elements and

provide

information

cards about the

featured dishes.

- Allow

participants to

taste the food,

ask questions,

and engage in

cultural

exchange.

Guest Expert - Invite a guest - Gain valuable - Contact 60 m

Speaker Insights speaker with insights from relevant guest

Session expertise in experienced speakers based

cultural professionals. - on your focus

awareness or Learn about area. - Prepare

the food and real-world introductory

beverage challenges and remarks and

industry in solutions related Q&A

diverse to cultural questions. -

environments. - diversity in the Set up

The speaker can food and audio/visual

share their beverage equipment and

experiences, industry. - ensure a

 insights, and

best practices
Expand
for navigating
understanding
cultural
of different comfortable
differences in
cultural speaking
the workplace. -
perspectives and environment.
Allow time for
communication
Q&A and
styles.
discussion with

the speaker.

Trainer’s Trainees Requirements

1. Critical aspects of Competency Assessment requires evidence that the

candidate:

1.1 Adjusted language and behavior as

required by interactions

with diversity

1.2 Identified and respected individual

differences in colleagues,

clients and customers

1.3 Applied relevant regulations,

standards and codes of practice

2. Resource Implications The following resources should be

 provided:

2.1 Access to workplace and resources

2.2 Manuals and policies on Workplace

Diversity

3. Methods of Assessment Competency in this unit may be

assessed through:

3.1 Demonstration or simulation with oral

questioning

3.2 Group discussions and interactive

activities

3.3 Case studies/problems involving

workplace diversity issues

3.4 Third-party report

3.5 Written examination

3.6 Role Plays

4. Context for Assessment Competency assessment may occur in

workplace or any appropriately

simulated environment
 Session Plan

Sector: Working in Diverse Environment

Qualification Title: Food and Beverages NC III

Unit of Competency: Direct and Supervise Food and Beverage Service Operations in

a Diverse Environment

Module title: WORKING IN DIVERSE ENVIRONMENT

Learning Outcomes:

Upon completion of this module you should be able to:

 LO1. Define diversity and its importance in the food and beverage

service industry.

 LO2. Identify different types of diversity in the workplace.

 Identify different types of diversity in the workplace.

  Address diversity-related issues and conflicts professionally.

A. Introduction

This module covers the knowledge, skills and required in direct and

supervise operations in a Diverse Environment.

B. Learning Activities

LO1: WORKING IN DIVERSE ENVIRONMENT

COMPETENCY - BASED LEARNING MATERIALS

Sector : WORKING IN DIVERSE ENVIRONMENT

Qualification Title: FOOD AND BEVERAGE NCIII

Unit of Competency: WORKING IN DIVERSE ENVIRONMENT

Module title: WORKING IN DIVERSE ENVIRONMENT

CAPIZ STATE UNIVERSITY

College of Education

Fuentes Drive, Roxas City

 How to use this module?

Welcome to the module" Working in diverse environment". This module contains

training materials and activities for you to complete.

The unit of competency" Working in diverse environment " contains knowledge,

skills and attitudes required for a Hairdressing NCIII qualifications.

You are required to go through a series of learning activities in order to

complete each of the learning outcomes of the module. In each learning outcome there

are information sheets, job sheets and task sheets. Follow these activities on your

own and answer the self- check at the end of each learning activity.

RECOGNITION OF PRIOR LEARNING.

If you have questions don't hesitate to ask your facilitator for assistance.

If you can demonstrate to your trainer that you are competent in a particular

skill or skills, take him/her about having them formally recognized so you don’t have

to do some training again. If you have qualification o certificate of competency from

previous training show it to your trainer. If the skills you acquired are still current and

relevant to this module, they may become part of the evidence you can present for

RPL. If you are not sure about the current of your skill discuss with your trainee.

Remember to:

* Work through all the information and complete the activities in each section.

* Read information sheets and complete the self-check. Suggested reference are

included to supplement the materials provided in this module.

 * Most probably your trainer will also be your supervisor or manager, He/she is

there to support you and show you the correct way to do things.

* You will be given plenty of opportunity to ask questions and practice on the

job. Make sure you practice your new skills during regular work shift. This way you

will improve both your speed and memory and also your confidence. Use the self-

check operation sheets or job sheets at the end of each section to test you own

progress.

* After completing this module ask your trainee to assess your competency

profile and the learning activities are designed for you to complete at your own pace.

This module you will find the activities for you to complete followed by relevant

information sheets for each learning outcome. Each learning outcome may have more

than one learning activity.

Table of Contents

HOW TO USE THIS COMPETENCY-BASED ---------------------------------

LEARNING MATERIALS -----------------------------------------------------------

LIST OF COMPETENCY -----------------------------------------------------------

TABLE OF CONTENTS -------------------------------------------------------------

MODULE CONTENT ---------------------------------------------------------------

LEARNING OUTCOME # 1 ------------------------------------------------------

INFORMATION SHEET 1.1.

LANDSCAPE OF DIVERSITY IN F&B SERVICE--------

LEADING DIVERSE STAFF --------------------

NAVIGATING DIVERSE GUESS EXPERIENCE-----

EMBRACING CHALLENGES AND EXPERIENCE ----

SELF-CHECK 1.1

ANSWER KEY

PERFORMANCE JOB SHEET

Direct and Supervise Food and Beverage Service Operations in a Diverse

Environment: An Elaborate Lecture

Welcome, future hospitality leaders!

Today, we embark on a journey through the vibrant and dynamic world of Food and

Beverage (F&B) Service Operations, navigated through the lens of inclusivity and

cultural awareness. This lecture isn't just about serving food and drinks; it's about

orchestrating exceptional guest experiences amidst the tapestry of diversity that

enriches our industry.

Part 1: The Landscape of Diversity in F&B Service

A World of Flavors, a Mosaic of People: Let's begin by appreciating the

kaleidoscope of cultures, ethnicities, religions, and abilities that grace our restaurants,

cafes, and hotels. These differences weave a unique fabric of perspectives, traditions,

and preferences that shape the guest experience. Understanding and respecting these

nuances is the cornerstone of inclusive service.

Embracing Cultural Intelligence: Cultural intelligence (CQ) refers to the ability to

adapt and thrive in cross-cultural situations. Develop your CQ by learning about:

 Dietary restrictions and customs: Vegetarianism, Halal food, Kosher

requirements, and religious fasting periods are just a few examples.

 Communication styles: Non-verbal cues, preferred forms of address, and

etiquette vary across cultures.

 Accessibility needs: Be mindful of guests with disabilities and ensure your

service environment is inclusive for all.

Part 2: Leading a Diverse Staff

Building the Inclusive Team: Fostering a diverse team isn't just the right thing to do,

it's a recipe for success. Different backgrounds and experiences bring fresh ideas,

innovative approaches, and a deeper understanding of your diverse clientele. Embrace

these differences through:

 Recruitment practices: Look beyond the usual profiles and actively

encourage applications from underrepresented groups.

 Mentorship and development: Create opportunities for growth and learning

for all team members, regardless of their background.

 Open communication: Encourage your team to share their cultural insights

and perspectives, fostering a respectful and inclusive environment.

Effective Communication: Clear and concise communication is paramount in a

diverse team. Practice:

 Active listening: Pay attention to verbal and non-verbal cues, and avoid

assumptions about what someone means.

 Empathetic communication: Acknowledge and respect individual

backgrounds and experiences.

 Clarity and precision: Use understandable language and avoid jargon or

cultural references that might be unfamiliar.

Part 3: Navigating Diverse Guest Experiences

Understanding Guest Needs: Every guest brings unique expectations and

preferences. Anticipate these needs by:

  Cultural awareness: Research common customs and preferences of your

target clientele.

 Menu inclusivity: Offer diverse options that cater to various dietary

restrictions and preferences.

 Accessibility measures: Ensure your physical space and service procedures

are accessible to all.

Delivering Exceptional Service: Go beyond meeting needs to exceeding

expectations. Remember:

 Personalized service: Address guests by their preferred names, and tailor

your interactions to their cultural preferences.

 Cultural sensitivity: Be mindful of religious holidays, traditional

celebrations, and other cultural events.

 Celebrating diversity: Showcase the cultural backgrounds of your staff,

highlight diverse music or artwork, and create a welcoming atmosphere for all.

Part 4: Embracing Challenges and Opportunities

Bridging Communication Gaps: Misunderstandings are inevitable in a diverse

environment. Address them by:

 Maintaining patience and an open mind: Be willing to learn and adapt to

different communication styles.

 Clarifying assumptions: Don't make assumptions about what someone

means, ask questions to ensure understanding.

 Seeking help: If you encounter complex cultural challenges, consult relevant

resources or seek guidance from colleagues or cultural experts.

Cultivating Inclusivity: Remember, inclusivity is a journey, not a destination.

Continuously strive to:

 Challenge biases: Actively identify and address your own unconscious biases.

 Promote cultural exchange: Encourage team members and guests to share

their traditions and experiences.

 Embrace continuous learning: Stay informed about evolving cultural trends

and best practices in inclusive hospitality.

By embracing diversity and inclusivity, you become not just a leader in F&B service,

but a conductor of an orchestra of unique experiences. You create a space where

cultural differences are celebrated, and guests feel genuinely seen, heard, and

understood. Remember, the world of F&B is a microcosm of our global community,

and it's your responsibility to make it a haven for everyone.

PERFORMANCE TEST

Trainer’s Name: Date

Competency Test Attempt

1st 2nd 3rd

Directions:

CALL INSTRUCTOR, ask instructor to assess your performance in the following

critical task and performance criteria below

You will be rated based on the overall evaluation on the right side.

OVERALL EVALUATION

LEVEL PERFORMANCE LEVEL

ACHIEVED

4 - Can perform this skill without supervision and with

initiative and adaptability to problem situations

3 - Can perform this skill satisfactorily without assistance or

supervision

2 - Can perform this skill satisfactorily but requires some

assistance and/or supervision

1 - Can perform parts of this skill satisfactorily, but requires

considerable assistance and/or supervision

Instructor will initial level achieved.

 PERFORMANCE STANDARDS Yes No N/A

For acceptable achievement, all items should

receive a "Yes" or "N/A" response

1. Were all indicators are considered?

2. Are all step done neatly and clearly?

3. Do the service done detailed?

4. Are all information of guests gathered

properly?
 Evidence Plan

Competency Standard

FOOD AND BEVERAGES NC III

Unit of Competency Working in Diverse Environment

Ways in which evidence

will be collected:
Demonstration & Oral Questioning
Observation & Questioning

Written Report

Written Exam

The evidence must show

Portfolio

that the trainee…

Evaluates final product

Maintains records
Applies quality control on

working in diverse

environment.
Quiz:

1. What does the term "diversity" encompass in the F&B industry?

o a) Different menu options

o b) Variety of ingredients

o c) A broad range of cultural backgrounds, beliefs, and experiences

among staff and customers

o d) All of the above

2. Which of the following is NOT a benefit of working in a diverse F&B

environment?

o a) Enhanced creativity and innovation

o b) Improved problem-solving and communication skills

o c) Increased potential for cultural misunderstandings and conflicts

o d) Stronger customer service and satisfaction due to broader cultural

understanding

3. What is the most effective way to approach a customer from a different culture who

has dietary restrictions?

o a) Ignore their request and assume they'll choose something else.

o b) Offer limited alternative options without asking about their reasons.

o c) Ask politely about their needs and restrictions, trying to understand

their cultural context.

o d) Insist on trying your most popular dishes regardless of their

preferences.
4. How can you communicate effectively with a team member from a different

generation in the F&B workplace?

o a) Speak loudly and slowly, assuming they might not understand

modern slang.

o b) Avoid using technical terms or industry jargon unfamiliar to them.

o c) Be patient and ask clarifying questions if you encounter

communication gaps.

o d) Expect them to adapt to your preferred communication style

immediately.

(Answers: C, A, C, C)