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HLTHIR403C- Work effectively with culturally diverse clients and coworkers

(information sourced from http://training.gov.au)

Descriptor

This unit deals with the cultural awareness required for effective communication and cooperation with persons of diverse cultures

Employability Skills

The required outcomes described in this unit of competency contain applicable facets of Employability Skills. The Employability Skills Summary of the  qualification in which this unit of competency is packaged will assist in identifying Employability Skill requirements

Application

Work will be within a prescribed range of functions involving known routines and procedures with some accountability for the quality of outcomes
The workplace context may be:
• Specific community
• Community or regional service
• Department of a large institution or organisation
• Specialised service or organisation

Application of this unit should be contextualised to reflect any requirements, issues and practices specific to each workplace

Performance Criteria

Element			Performance criteria
1.	Reflect cultural awareness in work practice		1.1 Demonstrate awareness of culture as a factor in all human behaviour by using culturally appropriate work practices 1.2 Use work practices that create a culturally and psychologically safe environment for all persons 1.3 Review and modify work practices in consultation with persons from diverse cultural backgrounds
2.	Accept cultural diversity as a basis for effective work place and professional relationships		2.1 Show respect for cultural diversity in all communication and interactions with co-workers, colleagues and clients 2.2 Use specific strategies to eliminate bias and discrimination in the workplace 2.3 Contribute to the development of work place and professional relationships based on acceptance of cultural diversity
3.	Communicate effectively with culturally diverse persons		3.1 Show respect for cultural diversity in all communication with clients, families, staff and others 3.2 Use communication constructively to develop and maintain effective relationships, mutual trust and confidence 3.3 Where language barriers exist, make efforts to communicate in the most effective way possible 3.4 Seek assistance from interpreters or other persons as required
4.	Resolve cross-cultural misunderstandings		4.1 Identify issues that may cause conflict 4.2 If difficulties or misunderstandings occur, consider the impact of cultural differences 4.3 Make an effort to sensitively resolve differences, taking account of cultural considerations 4.4 Address any difficulties with appropriate people and seek assistance when required

Required Skills and Knowledge

Essential knowledge:
• Recognition of cultural diversity in Australian society with many individuals living in many cultures
• Recognition of cultural influences and changing cultural practices in Australia and its impact on diverse communities that make up Australian society
• Knowledge of own cultural conceptions and pre-conceptions and perspective of diverse cultures
• Recognition of impact of cultural practices and experiences on personal behaviour, interpersonal relationships, perception and social expectations of others
• Recognition of culture as a dynamic social phenomenon
• Recognition of culture as a range of social practices and beliefs evolving over time
• Recognition that the word ‘normal’ is a value-laden, excluding concept that often precludes acknowledgment of the diversity of people, their life experiences and situations
• Recognition of the unique way individuals may experience a culture and respond to past experiences
• Knowledge of the principles of equal employment opportunity, sex, race, disability, anti-discrimination and similar legislation and the implications for work and social practices
• Knowledge of availability of resources and assistance within and external to the organisation in relation to cultural diversity issues
• Knowledge of the role and use of language and cultural interpreters

Essential skills:
Ability to:
• Apply culturally respectful practices in the workplace and to demonstrate respect and inclusiveness of culturally diverse people in all work practices
• Sensitively and respectfully communicate with persons of diverse backgrounds and cultures
• Respond respectfully and sensitively to cultural beliefs and practices that may cause harm
• Form effective workplace relationships with co-workers and colleagues of diverse backgrounds and cultures
• Participate in identifying and implementing culturally safe work practices
• Use effective strategies to address and eliminate discrimination and bias in the workplace
• Use basic conflict resolution and negotiation skills

Range Statement

Work practices may relate to:		Dealing with persons of diverse gender, sexuality and age Compliance with duty of care policies of the organisation Collection and provision of information Communication Provision of assistance Contact with families and carers Physical contact Care of deceased persons Handling personal belongings Provision of food services Work practices that are culturally appropriate would be non-discriminatory and free of bias, stereotyping, racism and prejudice.
Cultural diversity may include:		Ethnicity Race Language Cultural norms and values Religion Beliefs and customs Kinship and family structure and relationships Personal history and experience, which may have been traumatic Gender and gender relationships Age Disability Sexuality Special needs
Communication may be:		Verbal Appropriate gestures and facial and physical expressions Posture Written Signage Through an interpreter or other person
Strategies to eliminate bias and discrimination may include:		Cross cultural work teams Cross cultural employee representation on committees Workplace free of culturally insensitive literature, posters, signage Inclusion in decision-making

Evidence Guide

Critical aspects for assessment and evidence required to demonstrate this competency unit:		This unit is most appropriately assessed in the workplace or a simulated workplace environment under the normal range of work conditions Assessment should be conducted on more than one occasion to cover a variety of circumstances to establish consistency Holistic assessment of this competency unit is encouraged, to ensure application of these skills in conjunction with specific work functions. However, the unit may be delivered and assessed independently
Access and equity considerations:		All workers in the health industry should be aware of access and equity issues in relation to their own area of work All workers should develop their ability to work in a culturally diverse environment In recognition of particular health issues facing Aboriginal and Torres Strait Islander communities, workers should be aware of cultural, historical and current issues impacting on health of Aboriginal and Torres Strait Islander people Assessors and trainers must take into account relevant access and equity issues, in particular relating to factors impacting on health of Aboriginal and/or Torres Strait Islander clients and communities