Chcdiv001 pdf

CHCDIV001

WORK WITH DIVERSE PEOPLE

LEARNER RESOURCE

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T A B L E O F C O N T E N T S

TABLE OF CONTENTS ........................................................................................................................................ 1

UNIT INTRODUCTION ....................................................................................................................................... 4

ABOUT THIS RESOURCE ...................................................................................................................................... 4 ABOUT ASSESSMENT .......................................................................................................................................... 5

ELEMENTS AND PERFORMANCE CRITERIA ....................................................................................................... 7

PERFORMANCE EVIDENCE AND KNOWLEDGE EVIDENCE ................................................................................. 9

PERFORMANCE EVIDENCE ........................................................................................................................................ 9 KNOWLEDGE EVIDENCE ........................................................................................................................................... 9

ASSESSMENT CONDITIONS ............................................................................................................................ 12

PRE-REQUISITES ............................................................................................................................................. 12

TOPIC 1 – REFLECT ON OWN PERSPECTIVES ................................................................................................... 13

WHAT IS WORKPLACE DIVERSITY?............................................................................................................................. 13 WHAT IS DISCRIMINATION? .................................................................................................................................... 14 WHAT IS HARASSMENT? ......................................................................................................................................... 14 WORKPLACE DIVERSITY OBJECTIVES ......................................................................................................................... 15 ACCEPT OTHERS OPENLY ........................................................................................................................................ 16 BE PREPARED TO LISTEN TO OTHERS ......................................................................................................................... 16 MUTUAL UNDERSTANDING ..................................................................................................................................... 17 DEFINING CULTURAL AWARENESS ............................................................................................................................. 17 RITUALS, CELEBRATIONS AND SPIRITUALITY ................................................................................................................. 17

IDENTIFY AND REFLECT ON OWN SOCIAL AND CULTURAL PERSPECTIVES AND BIASES .................................. 19

HOW BELIEFS ARE FORMED ..................................................................................................................................... 19 THE SEED ............................................................................................................................................................ 19 WATERING THE SEEDS UNTIL THEY BECOME SOLID BELIEFS ............................................................................................. 19 HOW TO PREVENT THE FORMATION OF FALSE BELIEFS ................................................................................................... 20

WORK WITH AWARENESS OF OWN LIMITATIONS IN SELF AND SOCIAL AWARENESS .................................... 22

WHAT HVE BEEN THE BIGGEST INFLUENCES IN YOUR SOCIALISATION? .............................................................................. 22 IDENTITY ............................................................................................................................................................. 22

USE REFLECTION TO SUPPORT OWN ABILITY TO WORK INCLUSIVELY AND WITH UNDERSTANDING OF

OTHERS .......................................................................................................................................................... 24

IDENTIFY AND ACT ON WAYS TO IMPROVE OWN SELF AND SOCIAL AWARENESS ......................................... 26

TOPIC 2 – APPRECIATE DIVERSITY AND INCLUSIVENESS, AND THEIR BENEFITS .............................................. 28

VALUE AND RESPECT DIVERSITY AND INCLUSIVENESS ACROSS ALL AREAS OF WORK .................................... 28

Responding to diversity: culture .................................................................................................................. 29 Responding to diversity: age ....................................................................................................................... 29 Responding to diversity: belief and value systems ...................................................................................... 30

CONTRIBUTE TO THE DEVELOPMENT OF WORK PLACE AND PROFESSIONAL RELATIONSHIPS BASED ON

APPRECIATION OF DIVERSITY AND INCLUSIVENESS ....................................................................................... 31

USE WORK PRACTICES THAT MAKE ENVIRONMENTS SAFE FOR ALL .............................................................. 33

NON-DISCRIMINATORY ATTITUDES............................................................................................................................ 33

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LEGISLATION ........................................................................................................................................................ 35 HUMAN RIGHTS COMPLAINTS .................................................................................................................................. 35

The Australian Human Rights Commission ................................................................................................. 35 STATE AND TERRITORY HUMAN RIGHTS AGENCIES ........................................................................................................ 36 INTERNATIONAL BODIES ......................................................................................................................................... 37

TOPIC 3 – COMMUNICATE WITH PEOPLE FROM DIVERSE BACKGROUNDS AND SITUATIONS......................... 38

SHOW RESPECT FOR DIVERSITY IN COMMUNICATION WITH ALL PEOPLE AND USE VERBAL AND NON-VERBAL

COMMUNICATION CONSTRUCTIVELY TO ESTABLISH, DEVELOP AND MAINTAIN EFFECTIVE RELATIONSHIPS,

MUTUAL TRUST AND CONFIDENCE ................................................................................................................ 38

NON-DISCRIMINATORY LANGUAGE ........................................................................................................................... 38 TRIVIALISING LANGUAGE ........................................................................................................................................ 39 STEREOTYPES ....................................................................................................................................................... 39 OFFENSIVE LANGUAGE ........................................................................................................................................... 40 WHAT IS NONVERBAL COMMUNICATION AND BODY LANGUAGE? .................................................................................... 40

WHERE A LANGUAGE BARRIER EXISTS, USE EFFECTIVE STRATEGIES TO COMMUNICATE IN THE MOST

EFFICIENT WAY POSSIBLE............................................................................................................................... 42

SEEK ASSISTANCE FROM INTERPRETERS OR OTHER PERSONS ACCORDING TO COMMUNICATION NEEDS..... 44

COMMUNICATING WITH ASSISTANCE FROM A BILINGUAL PERSON ................................................................................... 44 WHY DO WE NEED INTERPRETERS? ........................................................................................................................... 44

TOPIC 4 – PROMOTE UNDERSTANDING ACROSS DIVERSE GROUPS ............................................................... 46

IDENTIFY ISSUES THAT MAY CAUSE COMMUNICATION MISUNDERSTANDINGS OR OTHER DIFFICULTIES AND

WHERE DIFFICULTIES OR MISUNDERSTANDINGS OCCUR, CONSIDER THE IMPACT OF SOCIAL AND CULTURAL

DIVERSITY ...................................................................................................................................................... 46

MAKE AN EFFORT TO SENSITIVELY RESOLVE DIFFERENCES, TAKING ACCOUNT OF DIVERSITY

CONSIDERATIONS .......................................................................................................................................... 48

NEGOTIATING CROSS-CULTURAL CONFLICT ................................................................................................................. 48 DIFFERENT INTERACTIONS REQUIRE DIFFERENT RESPONSES ............................................................................................ 49 RESPONDING TO CROSS-CULTURAL CONFLICT .............................................................................................................. 49

ADDRESS ANY DIFFICULTIES WITH APPROPRIATE PEOPLE AND SEEK ASSISTANCE WHEN REQUIRED ............ 51

PROBLEM AREAS ASSOCIATED WITH COMMUNICATION .................................................................................................. 51 HOW TO OVERCOME COMMUNICATION BARRIERS ........................................................................................................ 52 THE NEEDS AND EXPECTATIONS OF DIFFERENT CLIENTS .................................................................................................. 52 HANDLE COMPLAINTS SENSITIVELY, COURTEOUSLY AND WITH DISCRETION ........................................................................ 53 COMMUNICATING WITH A COMPLAINING CLIENT ......................................................................................................... 53 USE ACTIVE LISTENING AND QUESTIONING TO ESTABLISH NATURE OF COMPLAINT ............................................................... 55 LISTEN TO YOUR CLIENT .......................................................................................................................................... 56 ESTABLISH NATURE OF COMPLAINT ........................................................................................................................... 56 TAKE ACTION TO RESOLVE COMPLAINT TO CLIENT’S SATISFACTION ................................................................................... 57 REFER UNRESOLVED COMPLAINTS TO SUPERVISOR ....................................................................................................... 57

REMEMBER, IT IS THE LITTLE THINGS THAT MAKE THE DIFFERENCE. ............................................................. 59

TOPIC 5 - FURTHER INFORMATION ................................................................................................................ 60

WESTERN SYSTEMS AND STRUCTURES THAT IMPACT ABORIGINAL AND/OR TORRES STRAIT ISLANDER

PEOPLE AND THEIR ENGAGEMENT WITH SERVICES ....................................................................................... 60

SENSITIVE ISSUES .................................................................................................................................................. 61 IMPACT ON TRADITIONAL AUTHORITY ....................................................................................................................... 63 STOLEN GENERATIONS ........................................................................................................................................... 64 BRINGING THEM HOME .......................................................................................................................................... 65

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THE APOLOGY ...................................................................................................................................................... 66 MARALINGA ........................................................................................................................................................ 66 NATIVE TITLE ........................................................................................................................................................ 67 DEATHS IN CUSTODY .............................................................................................................................................. 68 RIGHTS ............................................................................................................................................................... 68

STRATEGIES TO EFFECTIVELY ACCOMMODATE CULTURAL DIFFERENCES IN THE WORKPLACE ....................... 70

SUMMARY ..................................................................................................................................................... 73

REFERENCES ................................................................................................................................................... 74

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U N I T I N T R O D U C T I O N

This resource covers the unit CHCDIV001 Work with diverse people

This unit describes the skills and knowledge required to work respectfully with people from diverse social and cultural groups and situations, including Aboriginal and/or Torres Strait Islander people.

This unit applies to all workers.

The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.

ABOUT THIS RESOURCE

This resource brings together information to develop your knowledge about this unit. The information is designed to reflect the requirements of the unit and uses headings to makes it easier to follow.

Read through this resource to develop your knowledge in preparation for your assessment. You will be required to complete the assessment tools that are included in your program. At the back of the resource are a list of references you may find useful to review.

As a student it is important to extend your learning and to search out text books, internet sites, talk to people at work and read newspaper articles and journals which can provide additional learning material.

Your trainer may include additional information and provide activities. Slide presentations and assessments in class to support your learning.

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ABOUT ASSESSMENT

Throughout your training we are committed to your learning by providing a training and assessment framework that ensures the knowledge gained through training is translated into practical on the job improvements.

You are going to be assessed for: