SITXCOM007 Show social and cultural sensitivity:
SITXCOM007 Show social and cultural sensitivity
STUDENT
ASSESSMENT BOOKLET
SITXCOM007
Show social and cultural sensitivity
STUDENT NAME: STUDENT ID: SUBMISSION DATE:
NOTE
Penalties exist for plagiarism and academic dishonesty.
Make sure you are aware of the requirements set by my Trainer/Assessor.
Retained a copy of your Assessment.
ASSESSMENT A – SHORT ANSWER
LEARNER INSTRUCTIONS
This SITXCOM007 Show social and cultural sensitivity assessment assesses the knowledge evidence requirements of the unit of competency. Learners must answer all questions correctly to be deemed satisfactory in this task.
You are required to answer all questions.
Read each question carefully. Ensure you have provided all required information in your response.
On completion, submit your assessment to your assessor via the LMS.
These questions assess your understanding of the techniques and principles that underpin this unit.
Should you require ‘reasonable adjustment’ to complete this assessment, discuss the options with your assessor prior to attempting the task. Reasonable adjustment means modifications or changes are made to an assessment to take into account an individual learner’s needs.
Your assessor will discuss the conditions of assessment, e.g., open or closed book, time limits for completion, etc., with you prior to attempting this task.
To be deemed satisfactory in this task you are required to answer all questions correctly. Your assessor will determine how many attempts are allowed for each question.
To complete this assessment, you will require access to the learner resource for this unit, the internet and a computer (if submitting via LMS) or a pen (if submitting hard copy).
On completion, submit your assessment to your assessor.
Note: Successful completion of this SITXCOM007 Show social and cultural sensitivity assessment does not mean you have achieved all requirements of the unit of competency. An overall decision of competence for the unit will not be made until all assessments are completed. Talk to your assessor or trainer to identify additional assessments required.
Q1: Describe four protocols to follow which demonstrate respect for Aboriginal and Torres Strait Islander people.
Q2: A group of Chinese tourists have arrived at your restaurant for lunch. Explain six protocols to follow which demonstrate respect for Chinese customers through verbal and non-verbal communication.
Q3: Give five examples of how you can respect the various cultural and religious protocols of customers when providing food service.
Q4: You are a tour guide and are meeting a Japanese tour at the airport. How can you demonstrate respect and cultural sensitivity when greeting and communicating with your Japanese customers? Give five examples.
Q5: List four ways of adjusting your physical workplace or work routines to accommodate a colleague who has a neurological disorder that restricts their mobility. They are not in a wheelchair but walking and movement is difficult.
Q6: You work waiting tables in a crowded, busy restaurant. Explain five ways you would look after a customer with a sight impairment.
Q7: According to anti-discrimination laws, how do you treat others fairly and equitably?
Q8: Read the statements and decide which form of discrimination they relate to and the anti- discrimination law that they violate.
‘I applied for a management position in the club where I work. I missed out on the position because it was given to someone who had worked at the club for many years. The job selection process had nothing to do with the applicants’ skills and performance.’
Form of discrimination –
Anti-discrimination law –
‘Maisy is the most qualified for the job but because she has a foreign accent that may impact our business negatively when she interacts with our clients and other stakeholders.’
Form of discrimination –
Anti-discrimination law –
‘I was told I didn’t get the job because I was too old. My age has nothing to do with my ability to perform the tasks.’
Form of discrimination –
Anti-discrimination law –
Q9: Read the following statement from a workplace anti-discrimination policy.
‘We are a fair and inclusive workplace. We do not discriminate, show partiality or grant any special favours on the basis of social and cultural attributes.’
Explain your understanding of anti-discrimination law relating to this policy statement.
Q10: Under anti-discrimination law you cannot threaten, humiliate or intimidate people because of their social or cultural attributes. Provide three examples of behaviours that may be deemed threatening, humiliating or intimidating in the workplace.
Q11: List six ways you can overcome language barriers in your interactions with customers and colleagues who speak English as a second language.
Q12: I work on the front desk of a five-star hotel right in the middle of the city. We have customers from all over the world who stay with us. As a concierge, I spend much of my day helping customers with directions. A young couple from China wish to visit some of the major landmarks around the CBD. What methods can I use to overcome the language barriers so I can give instructions to help them reach their destinations?
Q13: Identify five issues that may cause conflict or misunderstandings in the workplace.
Q14: Your function centre is hosting a dinner that will include guests from many different countries and cultural backgrounds. As the team leader in charge of the event, you need to guide the staff on how to avoid any conflicts or misunderstanding during service. What are some key causes of communication breakdowns that you may wish to discuss with your staff?
Q15: State five strategies you can use to address cross-cultural difficulties with customers and colleagues.
Q16: Why should you consider social and cultural differences when difficulties or misunderstandings occur?
Q17: Identify the six steps you would take to resolve a cross-cultural misunderstanding with a colleague.
Q18: You’re having ongoing communication problems and conflicts with a colleague. You’ve tried to resolve the issues, but can’t. Identify five people or places you could go to for information or assistance.
Q19: State five situations where you would refer problems or unresolved issues to your supervisor or manager.
ASSESSMENT B – OBSERVATION REPORT (LEARNER)
LEARNER INSTRUCTIONS
You are required to do the following.
Complete the practical tasks as instructed by your assessor. Your assessor will discuss the tasks to be completed in each observation prior to commencing the assessment.
You may be required to perform some tasks multiple times to meet the requirements of the unit of competency.
OVERVIEW OF TASKS
You must complete the following assessment tasks.
Communicate verbally and in a non-discriminatory way with three different colleagues or customers, including at least one from a different social group and one from a different cultural group.
Be respectful and sensitive and attempt to overcome language barriers when communicating with colleagues and customers.
Communicate in line with social and cultural conventions.
Identify when assistance is required from colleagues and customers and seek help when required.
ASSESSOR TASKS
Your assessor will do the following.
Provide you with an observation checklist that lists the skills/tasks they will observe you performing when completing specific tasks. Please familiarise yourself with the observable skills outlined in the task’s Observation report prior to starting an observable task.
Contextualise observations to suit your workplace or training environment.
Observe you in an operational (live or simulated) environment using a range of skills/tasks.
Ask you questions relating to specific tasks you are demonstrating to ensure you have the required knowledge.
Provide access to industry current equipment, technology and software, and legislative and regulatory resources and documentation as specified in the assessment conditions.
Use the checklist to observe you using a range of skills/tasks.
Record comments and feedback based on their observation of your performance.
Ensure that you can consistently perform all tasks multiple times (or where not specified, at least once) satisfactorily.
When necessary, complete an additional checklist as a record of the skills and techniques you are required to perform to achieve a satisfactory outcome in this assessment.
Decide when you are competent at all tasks.
Record the results of your practical demonstration tasks and provide you with feedback.
Note: Successful completion of this assessment does not mean you have achieved all requirements of the unit of competency. An overall decision of competence for the unit will not be made until all assessments are completed. Talk to your assessor or refer to the unit information on your learning platform to identify additional assessments required.
ASSESSMENT B – OBSERVATION REPORT
TASK: COMMUNICATE WITH COLLEAGUES AND CUSTOMERS IN A NON- DISCRIMINATORY WAY
ASSESSMENT INFORMATION
Learner name Learner ID Assessor name Date Observable skill/task Communicate verbally and in a non-discriminatory way with colleagues and customers.Observation of 3 Assessment-specific instructionsThe learner must communicate with at least three different colleagues or customers, including at least one from a different social group and one from a different cultural group. Multiple observations may be required over a period of time to assess all requirements. Assessors should complete an Observation report for every occasion the learner is observed communicating with colleagues and customers. Context of communicationIndicate the context of verbal communication and assistance that applies to this observation. ColleagueCustomer Indicate if the customer or colleague in this observation is from a different cultural or social group (must do both at least once). Different cultural groupDifferent social groupSITXCOM007 Show social and cultural sensitivity
Assessment locationWorkplace Location: Simulated environment Location: AssessmentRe-assessmentAgreed timelines and conditionsThe assessor should specify the agreed timeframe/duration for completing the task and any conditions that are not already specified in the RTO’s training and assessment plan. Contextualisation notes SITXCOM007 Show social and cultural sensitivity
ASSESSMENT C – ROLE-PLAY
LEARNER INSTRUCTIONS
To complete this assessment, you will require access to the learner resource for this unit, the internet and a computer (if submitting via LMS) or a pen (if submitting hard copy).You are to complete all role-plays and answer all questions.Go to your Learner files folder in Course files and open or download the document titled Role- play_participant instructions. Familiarise yourself with the information provided and ask your assessor any questions to confirm your understanding prior to commencing the assessment.Should you require ‘reasonable adjustment’ to complete this assessment, discuss the options with your assessor prior to attempting the task. Reasonable adjustment means modifications or changes are made to an assessment to take into account an individual learner’s needs.Your assessor will discuss the conditions of assessment, e.g., open or closed book, time limits for completion, etc., with you prior to attempting this task.Your assessor will observe you completing the role-plays and record the results of their observation in Assessment C – Observation Report.Your assessor will ensure you have access to all necessary equipment, materials, resources, documentation and individuals required to perform the role-play.The assessor may request your permission to video record the role-plays for the purpose of further analysis and discussion or to upload to the LMS as evidence of assessment. You may accept or decline this request.To be deemed satisfactory in this assessment, you must perform each role-play to the standard outlined in the assessment task. These reflect the standard of performance required to be deemed satisfactory in this assessment task. Your assessor will determine how many attempts you are allowed for each task/question.On completion of the role-play, complete any written questions and submit your responses to your assessor according to your training environment’s assessment submission procedures. Make sure you follow all steps in the submission process when submitting assessments to the learning platform.
Your assessor will conduct a debriefing session with you at the conclusion of the role-play to discuss skills and knowledge displayed in the role-play and make suggestions for improvement, if necessary.
Note: Successful completion of this assessment does not mean you have achieved all requirements of the unit of competency. An overall decision of competence for the unit will not be made until all assessments are completed. Talk to your assessor or refer to the unit information on your learning platform to identify additional assessments required.
Assessment guide
This assessment requires you to undertake a series of role-plays to demonstrate your ability to interact and communicate with customers and colleagues from different cultural and social groups in a non- discriminatory way. They also require you to overcome language barriers and address misunderstandings or issues.
You are required to complete the following assessment activities.
Complete role-plays 1 to 3.
Answer all the questions.
Role-play 1
This role-play requires you to demonstrate your ability to interact and communicate with customers and colleagues from different cultural and social groups in a non-discriminatory way. They also require you to overcome language barriers and address misunderstandings or issues.
Before commencing the role-play, the learner must familiarise themselves with the anti-discrimination policy provided to them by the workplace or assessor/training organisation.
Role-play scenario
A member of your work group approaches you for advice. Another team member has told him he should remove his turban at work because it doesn’t suit the image of the organisation and that he’ll lose his job if he doesn’t comply. How do you respond in a way that respects his personal values and beliefs and adheres to the workplace policy you read?
During the role-play, you are required to demonstrate the following skills and knowledge.
Show respect for a colleague from a different social and cultural group and treat them with respect and sensitivity.
Consider social and cultural differences when using verbal and non-verbal communication.
Respond to others in a non-discriminatory way and in accordance with anti-discrimination laws.
Identify social and cultural issues that may cause misunderstandings in the workplace.
Address any difficulties or misunderstandings identified.
Consider social and cultural differences when difficulties or misunderstandings occur.
Question and answer
Q1: Does the other team member’s behaviour contravene the anti-discrimination policy provided to you by your workplace or assessor/training organisation? Why/why not?
Q2: Does the other team member’s behaviour contravene state, territory or Commonwealth anti- discrimination legislation? Why/why not?
Q3: What are the key principles of fairness and equity?
Q4: Does the other team member’s behaviour contravene these principles? Why/why not?
Role-play 2
This role-play requires you to demonstrate your ability to interact and communicate with customers and colleagues from different cultural and social groups in a non-discriminatory way. They also require you to overcome language barriers and address misunderstandings or issues.
Role-play scenario
A tourist staying at your hotel wants directions. English is not their first language and they speak with a very heavy accent. Language barriers between you are making communication difficult. You are having difficulty understanding what they want or where they want to go, and they are misinterpreting the questions you have asked to gather information. How can you overcome the language barriers to assist the customer?
During the role-play, you are required to demonstrate the following skills and knowledge.
Show respect for the customer from a different social and cultural group and treat them with respect and sensitivity.Consider social and cultural differences when using verbal and non-verbal communication.Respond to others in a non-discriminatory way.Make attempts to overcome language barriers by using appropriate communication techniques, such as using simple terminology, gestures, signs, images, etc.Identify when assistance is required.
Seek help with communication when necessary.
Question and answer
Q1: If you were unable to obtain assistance from others within your workplace, where could you obtain help from externally?
Q2: What are three key cultural protocols of your customer’s cultural group?
Role-play 3
This role-play requires you to demonstrate your ability to interact and communicate with customers and colleagues from different cultural and social groups in a non-discriminatory way. They also require you to overcome language barriers and address misunderstandings or issues.
Role-play scenario
A new person has recently been employed in the office to take and process customer bookings. The employee is a paraplegic and uses a wheelchair. You are having difficulty working with the new employee as you feel they are using their disability as an excuse to get others (including you) to perform tasks that are part of their job role. Their requests are increasing your workload and you feel your performance is suffering as a result.
During the role-play, you are required to demonstrate the following skills and knowledge.
Show respect for a colleague from a different social and cultural group and treat them with respect and sensitivity.
Consider social and cultural differences when using verbal and non-verbal communication.
Respond to others in a non-discriminatory way.
Address difficulties and seek assistance from others when necessary.
Consider social and cultural differences when difficulties or misunderstandings occur.
Make efforts to resolve misunderstandings, taking account of social and cultural considerations.
Escalate problems and unresolved issues to appropriate supervisor or manager for follow-up.
Question and answer
Q1: What are the implications of this employee’s disability on your workplace? How can you assist them?
Visit:https://aussienment.com/
Also visit:https://www.notesnepal.com/archives/767
The post SITXCOM007 Show social and cultural sensitivity appeared first on Aussienment.
