HLTHIR403B: Work effectively with culturally diverse clients and co-workers

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

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 settings
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

Element	Performance Criteria
Elements define the essential outcomes of a unit of competency.	The Performance Criteria specify the level of performance required to demonstrate achievement of the Element. Terms in italics are elaborated in the Range Statement.
1. Reflect cultural awareness in *work practice*	1.1 Demonstrate awareness of culture as a factor in all human behaviour by using informed 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

This describes the essential skills and knowledge and their level required for this unit.

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
Special needs related to people seeking political asylum (experiencing trauma etc.)

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 negotiation and conflict resolution skills if and when conflict arises

Range Statement

The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.

*Work practices* may relate to:	Dealing with persons of different 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 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

The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package.

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: