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SITXCOM002 Show social and cultural sensitivity

Assessment workbook

Assessment Workbook

Table of ContentsSITXCOM002 Show social and cultural sensitivity..........................................1

Assessment workbook................................................................................................1

Table of Contents...................................................................................................................2

Student Assessment Cover Sheet........................................................................................3

Instructions.............................................................................................................................4

The Unit of Competency........................................................................................................4

The Context for Assessment................................................................................................5

Assessment Methods............................................................................................................5

Resources Required for Assessment..................................................................................5

Assessment 1. Knowledge Assessment..............................................................................6

Assessment 2. Short Answer Assessment........................................................................27

2SITXCOM002 Show Social and Cultural SensitivityVersion 2.0 Produced 03 October 2019

Assessment Workbook

InstructionsThe assessments in this workbook is divided into two (2) categories: Knowledge Assessment and Practical Assessment.

The questions under Knowledge Assessment are all in a short answer format. The assessment tasks requiring practical demonstration of skills are covered in the Practical Assessment. You must answer all questions using your own words. However, you may reference your Learner Guide and other relevant resources and learning materials to complete this assessment.

Some questions cover processes you would likely encounter in a workplace. Ideally, you should be able to answer these questions based on the processes that are currently in place in your workplace. However, if you do not currently have access to a workplace, then answer the questions based on processes that should be implemented in a typical workplace setting.

The Unit of CompetencyThe units of competency specify the standards of performance required in the workplace.

This assessment addresses the following unit of competency:

SITXCOM002 Show Social and Cultural Sensitivity

1. Communicate with customers and colleagues from diverse backgrounds.

2. Address cross-cultural misunderstandings.

A complete copy of the above unit of competency can be downloaded from the TGA website:

https://training.gov.au/Training/Details/SITXCOM002

SITXCOM002 Show Social and Cultural SensitivityVersion 2.0 03 October 2019

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Assessment Workbook

The Context for AssessmentTo complete the assessments in this workbook, students need to have access to their learning materials and the Internet. The Knowledge Assessment may be completed wholly at the learner’s home or chosen place of study. The Practical Assessment must be completed in a workplace or in a simulated environment.

Assessment MethodsThis workbook uses the following assessment method(s):

Knowledge Assessment – A set of generic and workplace questions testing the learner’s general knowledge and understanding of the general theory behind the unit.

Short Answer Assessment – A set of tasks or activities completed according to set instructions and guidelines to meet the requirements of the relevant unit. These tasks and activities require you to have access to a workplace.

Resources Required for AssessmentThe learner will need access to:

Computer with Internet and email access and a working web browser

Installed software: MS Word, Adobe Acrobat Reader

A workplace that will allow you access to:

o A workplace supervisor

o Workplace resources and equipment needed to complete the Practical Assessment


Assessment Workbook

Student Assessment Cover SheetTo the learner: Print this cover sheet and complete it by filling in all the required information and signing on the space provided. Your signature must be handwritten. Scan the completed cover sheet and submit it along with your evidence submissions. Use the filename: SITXCOM002 Cover Sheet

Student NameStudent Number

Student Phone number Email

Course Code SIT20316Course Name

Certificate II in Hospitality

Unit Code SITXCOM002

Unit Name

Show Social and Cultural Sensitivity

Assessment Number/Types

1 Knowledge Assessment2 Short Answer Assessment

I confirm that the attached work is entirely my own, except where other writers have been referenced. I confirm that this assignment has not been submitted before at ACOHR or other institutions. I understand that plagiarism and other forms of cheating will result in academic penalty.By submitting this assessment, I agree that:

I have and read and understood the details of the assessment I understand the rules and consequences of plagiarism and that the attached assessment is my own work. I have one week in which to resubmit this assessment if I am deemed unsuccessful.

Student’s Signature

Date

Trainer/Assessor to completeAssessment 1: Knowledge

AssessmentAssessment 2: Short Answer

Assessment

DateSatisfactory (S)

Not Yet Satisfactory (NYS)

Resubmission required

(Y/N)Date

Satisfactory (S)Not Yet

Satisfactory (NYS)

Resubmission required

(Y/N)

comments/observations/feedback comments/observations/feedback


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Overall Result for this Workbook C/NYCTrainer/Assessor’s NameTrainer/Assessor’s Signature Date


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Assessment 1. Knowledge Assessment

1. Indicate whether the following statements regarding respect and sensitivity with colleagues and customers are true or false.

True False

i. You only need to show respect through your verbal communication.

☐ ☐

ii. All staff are entitled to their own point of view which should be respected.

☐ ☐

iii. Employers must not allow workers to be discriminated against, sexually harassed or subjected to vilification by other workers, clients or management. If they do, they can be held legally liable.

☐ ☐

iv. Failure to communicate effectively is the fault of the non-English speaking person.

☐ ☐

v. Social differences can include: Age, gender and marital status.

☐ ☐

vi. You should take into consideration the individual’s social and cultural protocols as their speech may convey a different meaning.

☐ ☐

vii. Diversity is about recognising, understanding, respecting and celebrating the differences among people.

☐ ☐

S ☐ NYS ☐

Trainer comments: (only comment if NYS)


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3. You must consider social and cultural differences when communicating with colleagues and customers. Indicate whether the following statements are true or false.

True False

i. ii. When communicating in person we help convey our message through our body language.

☐ ☐

iii. iv. Mirroring another person’s body language, such as their posture or gestures can appear intimidating and rude.

☐ ☐

v. vi. When assessing the body language of a person, it is essential that you consider their culture, age and gender as all these factors can impact on their communication and as a result, their non-verbal communication can have different meanings.

☐ ☐

vii.viii. Various cultures use eye contact in different ways so it is important to consider this when interacting with different cultures.

☐ ☐

ix. x. If an introduction doesn't go according to plan, one reason may be cultural differences. Every culture has its own way of meeting people in business situations for the first time.

☐ ☐

S ☐ NYS ☐



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4. How can you communicate with colleagues and customers in a non-discriminatory way? Select the two (2) correct answers.

☐ i. Ensure communication is free from any racial, religious or gender-based comments

☐ ii. Identify people by their disability

☐ iii. Never make statements that are based on race, colour, descent or national or ethnic origin which has the purpose or effect of nullifying or impairing the recognition

☐ iv. You can make whatever comments you want, as long as it isn’t communicated verbally

S ☐ NYS ☐


5. There are several ways you can attempt to overcome language barriers in the workplace. Match the following examples with the correct explanation.

a. Pictures and diagrams

b. Simple English Words

c. Other person’s language

d. Signs and gestures

e. Instructions and directions

Example Explanation

Can include smiling, waving and pointing.

Use simple words and short sentences when providing instructions and directions. Have information in signs printed in a different language.


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Avoiding the use of ‘slang’ and sayings associated with Australia. E.g. ‘hang on a sec’.

The use of maps, pictures or simple drawings outlining street directions.

Can be small phrases or simply a greeting or farewell.

S ☐ NYS ☐


6. If you are unable to overcome language barriers, who can you seek help from? Select the four (4) correct answers.

☐ i. Colleagues

ii. Legal aid

☐ iii. Supervisor / manager

☐ iv. Refer them to another business

☐ v. Interpret services

☐ vi. Local cultural organisations

S ☐ NYS ☐


7. Explain how each of the following groups/organisation can assist you when dealing with diverse social and cultural groups.

Example Explanations


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Disability advocacy groups

Interpreter services

Government agencies

Local cultural organisations

Educational institutions

Diplomatic services

S ☐ NYS ☐


10.Social and cultural issues / protocols can be causes of potential workplace conflict or misunderstandings. Indicate whether the following statements are correct or incorrect.

Correct Incorrect

i.ii. iii. Religious beliefs influence particular dietary requirements, attitudes to the opposite sex,

☐ ☐


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dress standards and what is deemed appropriate behaviour.

iv.v. vi. All cultures demonstrate the same body language cues so you can rely on that to communicate effectively.

☐ ☐

vii.viii. ix. Common business practices such as handshakes and the exchanging of business cards vary in different cultures.

☐ ☐

x.xi. xii. Some cultures do not prohibit alcohol and as such, requests may be made to restrict its presence at functions.

☐ ☐

xiii.xiv. xv. Some of your team members will wish to take time off at particular times of the year to attend festivals associated with their religious practices.

☐ ☐

xvi.xvii. Attitudinal barriers, biases and stereotyping by co-workers, supervisors and managers does not contribute to workplace conflict or misunderstandings.

☐ ☐

xviii.xix. While English is the dominant language, many people speak a language other than English as their first language within their families and communities. Over two hundred languages other than English are spoken in Australia today.

☐ ☐

xx.xxi. Single parent families can often be a struggle for the parent involved, juggling school timetables, supervising and caring for children and this can have an impact on their abilities to work.

☐ ☐

S ☐ NYS ☐SITXCOM002 Show Social and Cultural Sensitivity

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11.Why should you address cross-cultural misunderstandings and seek support when such problems occur? Select the four (4) correct answers.

☐ i. To prevent implications from arising

☐ ii. So you don’t have to deal with the problem yourself

☐ iii. if the problem is outside of your ability or responsibility, to ensure the issue is resolved

☐ iv. To resolve any issues as quickly as possible

☐ v. So you can learn from the experience and consider ways to prevent it from occurring again

☐ vi. To make money for the business

S ☐ NYS ☐


12.When a social or cultural difficulty or misunderstanding occurs, what do you need to consider? Indicate which are true or false.

True False

i. Religious beliefs, practices and protocols ☐ ☐

ii. Intellectual disabilities only. ☐ ☐

iii. Language barriers ☐ ☐


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iv. Family structure and obligations. ☐ ☐

v. Work ethics ☐ ☐

vi. Varied customs, beliefs and values ☐ ☐

i. If you have enough time to deal with the issue. ☐ ☐

S ☐ NYS ☐


13. Read the following scenario and answer the question below.

Ted has recently hired a Chef (Alex) to assist him in the kitchen. Alex used to own and operate a restaurant in a small country town and decided to move to the city to expand his skills. Alex gets along well with Viktor but has been having problems relating to Mui.

About a month after Alex had been employed, problems started to surface and Ted overheard a conversation between Alex and Mui during a particularly busy service period.

Alex: “Mui, I asked you what Table 3 ordered three times already and you have not answered me yet! Are you deaf or ignoring me as usual so you don’t have to do your share of work?”

Mui: “Sorry Chef, I was preparing entree orders for T 5 and didn’t hear you.”

Alex: “Come on Mui, you are the only one working next to me, how can you say that you did not hear me? Am I talking too fast or do you expect me to learn to speak to you in your language? Sometimes I feel that I am talking to myself as I don’t get any response from you.

Mui: “Sorry Chef. “

Mui’s answer only annoyed Alex further and he started to rant and rave at her in a threatening manner.

When attempting to resolve misunderstandings in the workplace it is important to consider social and cultural factors. If you were Ted, how would you handle this situation? Select the two (2) correct answers.

☐ i. Let Alex and Mui resolve the situation themselves

☐ ii. Take prompt action to both resolve the issue and prevent escalation

☐ iii. Refer the person to a government agency, it’s not your


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responsibility to overcome cross-cultural misunderstandings

☐ iv. Address the misunderstanding and the contributing factors

S ☐ NYS ☐



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14. The following scenarios identify problems that may arise from cross cultural misunderstandings. You are to tick the appropriate columns for problems that do not need escalating and those that need to be escalated.

Don’t Escalate Escalate

i. A colleague keeps referring to you as the diabetic. You have asked them to stop as it makes you uncomfortable but they keep doing it.

☐ ☐

ii. A colleagues keeps touching your hair and you’re too embarrassed to say it makes you feel uncomfortable.

☐ ☐

iii. You overhear a team member say that he is going to try and learn some greetings in a new team members language to make them feel more comfortable.

☐ ☐

iv. Management held a team meeting about workplace diversity and encourage all staff to be aware of diversity.

☐ ☐

v. You have heard your supervisor make several comments about another supervisor’s religion, making jokes at her expense.

☐ ☐

vi. A customer has complained about offensive language she overheard between staff members talking about a female co-worker.

☐ ☐

S ☐ NYS ☐



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15. In order to create a fair and productive workplace, key principles of fairness and equity have been listed that should be followed when interacting with colleagues and customers. Select the three (3) correct answers.

☐ i. By being impartial and treating everyone fairly

☐ ii. By treating everyone equally and without any form of discrimination

☐ iii. Encourage and value individual differences

☐ iv. By giving promotion opportunities to staff who speak English as a first language

S ☐ NYS ☐


17. It is unlawful for a person to discriminate against another person on the ground of the other person’s disability. What could be the appropriate reasonable adjustments that can be made to accommodate staff and /or customers in the workplace with the following disabilities.

Disabilities Reasonable Adjustments

Wheelchair

Hearing impaired

Vision impaired

S ☐ NYS ☐


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18. What is the potential consequence for not making reasonable adjustments in the workplace to accommodate people with disabilities? Select the three (3) correct answers.

☐ i. Loss of diversity within the workplace

☐ ii. Breach of the Anti – discrimination Act

☐ iii. Positive business reputation

☐ iv. Law suit against the company

S ☐ NYS ☐


20. What are the basic aspects of the following laws? Give a brief description of each

Legislation Description

Disability Discrimination Act 1992

Anti – Discrimination Act 1991

Equal employment Opportunity (EEO)


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Racial Discrimination Act 1975

S ☐ NYS ☐


22. Which state, territory or commonwealth Anti – Discrimination Laws would cover the following behaviours

Disability Discrimination Act 1992, Anti – Discrimination Act 1991, Equal employment Opportunity (EEO), Racial Discrimination Act 1975

LAW

i. Using a person’s social or cultural attributes, such as a person’s race, as the basis for a means to threaten or intimidate them

ii. Making reasonable adjustments to the workplace to accommodate for an employee with disability

iii. Using a person’s social or cultural attributes, such as their manner of dress, against them to cause humiliation

iv. Showing favouritism based on a person’s social or cultural attributes, such as age or gender, and behaving in a discriminatory way towards others.

S ☐ NYS ☐



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23. According to the Planning for Inbound Success as published by Tourism Australia, International visitors account for 25% of visitors to Australia.  The following identifies cultural and religious protocols of the country of origin that makes up 25% of visitors to Australia. You are to match the country to the brief summary provided.

a. China

b. America

c. Japan

d. United Kingdom

e. New Zealand

f. India

Country Descriptions

Language spoken - English, Maori, NZ sign language. They are relaxed and friendly people with an appreciation for the outdoors and adventure. Maori are the indigenous people of New Zealand.

New Zealanders are Australia’s largest inbound tourist market with the following placed as high on their list :

Safety and security

Value for money destinations

Good food and wine tours

Australian Tourist Attractions such as The Great Barrier Reef, Rainforest and National Heritage Parks, Beaches, Theme Parks.


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Official language is Mandarin. Religions include: Buddhism, Taoism. Chinese Zodiac and Chinese New Year.

Chinese travellers are Australia’s second largest inbound tourist market with the following being on their “to-do” list:

Safety and security

Shopping tours in the Capital cities

Australian Tourist Attractions such as Great Barrier Reef, National Heritage Parks, Australian Coastlines, Theme Parks, Food and Wine Tours, Wildlife attractions such as Taronga Zoo, Australia Zoo and resorts that provide hand feeding of Australian wildlife.

Language – English. Christianity is the most practiced religion.

UK travellers hover consistently in Australia’s top 3 largest inbound tourist market with the following high on their list:

Safety and security



Australian Tourist Attractions such as The Great Barrier Reef, Rainforest and National Heritage Parks, Beaches, Theme Parks.

Language – Hindi, English. Religion – Hindu. Cuisine varies between the north and the south.

Indian holiday makers rank among Australia’s top 10 inbound tourist market with the following high on their “to-do” list:

Safety and security

Family friendly holiday destinations concentrating on Capital cities

Australian Tourist Attractions such as The Great Barrier Reef, Australian Beaches, Theme Parks, Wildlife attractions such as Taronga Zoo, Australia Zoo and Island resorts.


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Language – English. Religion – Christianity. The legal drinking age in America is 21. Tipping (referred to as gratuities) is expected in American culture.

American holiday makers rank among Australia’s top 5 inbound tourist markets with the following on their “must-do” list:

Safety and security



Australian Tourist Attractions such as Great Barrier Reef, Australian Beaches, Theme Parks, Wildlife attractions such as Taronga Zoo and Australia Zoo.

Language – Japanese. Practice Shinto.

Japanese holiday makers rank among Australia’s top 10 largest inbound tourist markets with the following on their “to-do” list:

Safety and security


Historical and National Heritage destinations

Off-the-beaten track destinations

Australian Tourist Attractions such as The Great Barrier Reef, Australian Beaches, Theme Parks, Wildlife attractions such as Taronga Zoo, Australia Zoo and resorts that provide hand feeding of wildlife.

S ☐ NYS ☐



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24. Give a brief description of the religious dietary protocols for each of the following religions.

Religion Religious Dietary Protocols

ISLAM

JUDAISM

HINDU

S ☐ NYS ☐


25. Indicate whether the following statements regarding the main cultural and religious conventions within Australian society are true or false.

True False

i. In Australia, Indigenous communities keep their cultural heritage alive by passing their knowledge, arts, rituals and performances from one generation to another, speaking and teaching languages, protecting cultural materials, sacred and significant sites, and objects. Aborigines and Torres Strait Islanders identify themselves through their land areas, their relationship to others and their language and stories.

☐ ☐

ii. Roughly 1 in 4 Australian residents were born outside of Australia. This includes people from the United Kingdom, New Zealand and China.

☐ ☐

iii. Collectively, Australians speak around 100 different languages.

☐ ☐


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iv. Christianity is Australia’s most popular religion, boasting over 13 million followers.

☐ ☐

v. Mandarin, Italian, Arabic and Greek are commonly spoken second languages within Australia.

☐ ☐

vi. Over 50% of Australians born overseas were born in non-English speaking nations.

☐ ☐

vii. Over 20% of Australians identify as having no religious beliefs

☐ ☐

S ☐ NYS ☐



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ASSESSOR MARKING CHECKLIST

Learner’s Name:

Student ID

Date

Assessment 1 – Knowledge questions

S ☐ NYS ☐

Trainer comments:

Trainer/Assessor’s NameTrainer/Assessor’s Signature Date


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Assessment 2. Short Answer Assessment

20. You are required to access the Anti-Discrimination Act 1991 that is saved in your supplementary information folder. You need to decide if the following scenarios are forms of discrimination, and if so what type of discrimination is it and why. You can use the contents pages of the Act to quickly identify the type of discrimination.

i. A hotel insists that customers can only use a driver’s licence as proof of age even though the Liquor Act allows for other forms of identification to be used, such as a passport or proof of age document.

ANSWER:

ii. A woman worked as a bar attendant at a club. She alleged that during her employment a number of club patrons continually made a number of unwelcome comments to her about the size of her breasts. She further alleged that when she complained to a director about the conduct, he also proceeded to make similar comments.

ANSWER:

iii. A new chef was hired in a Mexican restaurant. He alleged that he was making Chilli Con Carne, a recipe made with pork mince, and was asked by the head chef to taste it to make sure the seasoning was correct. Saiful refused as his religion did not allow him to eat pork. The head chef fired him saying, “if you can’t taste the food then you can’t work for me.”

ANSWER:

iv. A young male went for a job interview at his local RSL club. The Food and Beverage Manager commented to him that he had an impressive resume for such a young man, and that he will be an asset to the restaurant team. The young man then made a comment about having his 18th birthday in the Tavern at the end of the year. The Manger ended the interview, and the young man did not get the job.

ANSWER:

S ☐ NYS ☐


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21.You are working in a 5-star hotel located at Sydney International Airport. You have conducted extensive research and identified the 4 main cultural and social groups of guests that stay at the hotel. They are;

Chinese business guests Pilots, flight crew and management from Emirates Airline American families Japanese families

Your manager has asked you to design a fact sheet to assist the food and beverage team to deliver excellent service to these groups of guests. Use the following four templates for your fact sheets.

An example has been provided for you.

GERMAN GUESTS

Traditional values, beliefs, customs

German culture believes in being structured, hardworking and timely. They can seem unfriendly and abrupt as they prefer to be direct. Extremely punctual and will tip well for quick efficient service.

Special dietary requirements

Love rich, hearty cuisine and pork is the most consumed meat along with cabbage, beets and turnips. German people prefer to drink beer and sweet wine.

Approaches to overcoming language barriers, including verbal and non-verbal

Prefer to be direct and be spoken to clearly, honestly and politely. No small talk, Germans do not like to waste valuable time. Keep discussions simple.

Eye contact is expected. Germans like their personal space and generally physical contact is not acceptable. Hand gestures may assist a conversation.

Good day = Guten Tag

Mr = Herr ex: Herr Jansen

Mrs = Frau ex: Frau Jansen


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Procedure to follow when cultural misunderstands occur

If there is a translator within the hotel, I would ask for them to translate and identify the reason for the misunderstanding.

I will be patient, flexible and respectful.

If the misunderstanding is not able to be resolved I will refer the problem to my supervisor or manager.

Sources of assistance in communicating with these guests.

Local German cultural society

Interpreter

Hotel staff member that speaks German

Phone app / translator app

CHINESE BUSINESS GUESTS



Communication strategies including verbal and non-verbal



PILOTS, FLIGHT CREW AND MANAGEMENT FROM EMIRATES AIRLINE


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AMERICAN FAMILIES




Procedure to follow when


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cultural misunderstands occur


JAPANESE FAMILIES






S ☐ NYS ☐



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22.When working in the hospitality industry it is imperative that you are aware of the varying cultural and religious protocols of Australia’s main social and cultural groups. In your own words write a minimum of 50 words for each of the following, in relation to Australian Indigenous people.

Beliefs

Ethics

Languages

Religion

Family structure

Personal Presentation

Communication

S ☐ NYS ☐



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ASSESSOR MARKING CHECKLIST

Learner’s Name:

Student ID

Date

Assessment 2 – Short Answer Questions

S ☐ NYS ☐

Trainer comments:

Trainer/Assessor’s NameTrainer/Assessor’s Signature Date


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