Show Social and Cultural Sensitivity

SITXCOM002
UKA (Unit Knowledge Assessment)
Read the following scenario.
Answer Questions 1 –5.
Scenario:
You are a supervisor at a small catering company. Management has recently hired a new
waitress to join your team. Maria has moved from Indonesia and although she is quite
proficient at speaking English, she regularly gets confused when other members of the wait
staff use slang such as “brekkie” and “arvo”. Some of the waiters laugh at Maria when she
mispronounces words or doesn’t understand specific instructions. This behaviour causes her
to feel excluded from the work team and humiliated.
QUESTION 1
How are key principles of fairness and equity being ignored in this scenario? Explain why the
employees’ treatment of Maria is harassment. (20 -40 words)
Laughing or making fun of Maria and not treating her equally.
When she mispronounces any words the other team mates laugh at her and she feels
humiliated and excluded from the team. That is why this treatment is considered as
harassment.
QUESTION 2
What is Equal Employment Opportunity legislation and how does it apply to this scenario?
(20 -40words)
Equal Employment Opportunity legislation:
…………………
Other staff is making fun of Maria and that is why she is feeling humiliated and excluded and
this will be considered as discrimination.
QUESTION 3
How can the team change their behaviour to better support and respect Maria? (20 -30words)
• Not laughing at her
• Help her to understand complicated words
• Be sensitive
• Communicate more frequently
QUESTION 4
What strategies can the team employ to overcome any language barriers that exist with Maria
and effectively communicate work instructions? (20 -30 words)
• Employees should avoid slang words
• Use easy English
• Give her clear written instructions
• Translate
• Use pictures or diagrams
QUESTION 5
Describe 3 sources of assistance or information that can help the team to develop their
communication with Maria and any future employees who speak English as a second
language. (20 -30 words)
1. Interpreter service
2. Providing training in English
3. Have facility for English coaching
4. Written instructions or pictures
5. Source information from government agencies
Read the following scenario.
Answer Questions 6 –10.
Scenario:
You are working at a restaurant when a customer who has a vision impairment enters the
establishment with her guide dog. A young waiter comes over to you and asks if he should
tell the customer to leave her dog outside. He is a teenager who has not been working in
hospitality for a very long time and has little experience assisting customers who have a
disability. He also has minimal knowledge in regards to anti-discrimination legislation.
QUESTION 6
How can you explain to the young waiter why it is important to recognise diversity and offer
appropriate assistance? (20 -30words)
https://www.google.com/search?client=firefox-b-
d&q=why+it+is+important+to+recognise+diversity+and+offer+appropriate+assistance
QUESTION 7
Which aspects of anti-discrimination legislation apply to this scenario? Why is it necessary
for the young waiter to have a general understanding of anti-discrimination legislation when
working in the TH&E industry? (30 -40words)
Disability Discrimination Act applies directly to this scenario. Disability Discrimination Act
1992. The Disability Discrimination Act 1992 stops partial treatment of individuals who have
a disability.
Necessary to understand:
https://www.antidiscrimination.justice.nsw.gov.au/employers-and-managers/anti-
discrimination-law-and-employers
QUESTION 8
What advice can you give the young waiter to better assist this customer? (20 -30 words)
• Guide dogs are permitted for vision impairment customers
• Not touching their personal things
• Introduce himself properly
• Give clear instructions
QUESTION 9
Describe 3 other considerations you need to make the young waiter aware of when assisting
guests with disabilities generally.
1. Customers using wheelchair needs more free space and special access
2. Customers who have hearing disability might need visual aids
3. Look straight at them
4. Keep areas clear from any obstructions
5. Consider all Workplace health and safety issues
QUESTION 10
How can the restaurant ensure new and existing employees are informed in regards to
culturally and socially inclusive work practices in the future? (20 -30 words)
• Induction programs
• Providing diversity training
• Give training to staff regarding assisting customers with disability
• Give staff information regarding EEO
• Give staff information regarding anti-discrimination law
• Monitor staff regularly and gather feedback
Read the following scenario.
Answer Questions 11 –16.
Scenario:
You work at a large hotel in a socially diverse team. The reception team is made up of
Fathima, a 20-year-old Muslim woman born in Australia who loves art; Charlie, a 33-year-
old Buddhist from India who loves to play soccer on the weekend; and yourself. Sam, a 20-
year-old Indigenous Australian from Queensland, is one of the porters. Cheryl, the accounts
manager, is Jewish and has three young grandchildren who she often helps to babysit. Each
team member has their own background and customs.
QUESTION 11
In order for your team to work together productively, it is necessary to embrace
multiculturalism. Describe multiculturalism and the four distinct principles that make up
Australia’s national multiculturalism policy and need to be applied at the hotel. (30 -50words)
Multiculturalism:
https://www.google.com/search?client=firefox-b-
d&ei=91M3XuSiJbWQmgeBpozoDg&q=multiculturalism&oq=Multiculturalism&gs_l=psy-
ab.1.0.0i67l2j0l8.753844.753844..755437...0.2..0.138.138.0j1......0....2j1..gws-
wiz.......0i71.GtsEkmDgb98
The four principles of Australia’s national multiculturalism policy are:
1. Individual responsibility –Each Australian has a civic duty to support
multiculturalism.
2. Respect –Each Australian has a right to retain their own cultural identity and in return,
respect others.
3. Fairness –Each Australian is entitled to a life free from discrimination.
4. Shared benefits –Each Australian should be benefitted socially, culturally and
economically from a diverse society
QUESTION 12
Charlie has been getting frustrated at work, as Fathima prays 5 times daily as part of her
religious practices and this sometimes leaves Charlie at reception by himself during peak
times. Charlie knows little about Islam. He has complained to you when you have worked
with him, and made jokes about Fathima. What social and cultural issues might be causing
this conflict? (20 -30 words).
• Lack of knowledge about Islam
• Charlie does not understand the prayer practices of Fathima
• Charlie did not ask Fathima about her break times
• Charlie made joke about Fathima
QUESTION 13
You feel unsure as to what to do about the conflict between Charlie and Fathima. What are
your responsibilities as a fellow team member in this situation? (30 -40words).
• To follow company policy and procedures
• To follow anti-discrimination policy of the company
• Tell Charlie not to make joke
• Respect Fathima’s prayer practices
• Talk to supervisor regarding this
QUESTION 14
Describe the steps that can be taken by management to ensure that this cross-cultural
misunderstanding between Charlie and Fathima is managed before it escalates.
• Resolve this issue as soon as possible
• Give them training about cultural sensitivity
• Talk to Charlie and tell him about Islam and the prayer practices
• Discuss about break time with Charlie
• Give Charlie a clear understanding about the prayer practice of Fathima
• Make sure that this situation does not arise again
QUESTION 15
It is important to respect and understand your colleagues’ varying cultural backgrounds in
order to work well as a team. What beliefs may be part of Sam’s cultural background as an
Indigenous Australian? What would be the possible cultural requirements and provisions for
Sam at work?
The beliefs:
https://en.wikipedia.org/wiki/Australian_Aboriginal_culture
Cultural requirements:
• Sam may need time off or day off to attend rituals and ceremonies
• His roster might be needed to be adjusted
• His cultural beliefs must be respected by others at work
QUESTION 16
What is you’re helping to organise the hotel’s end-of-year party. What religious dietary
considerations do you need to take into account for each of your colleagues identified in this
scenario? (30 –40 words)
Fathima: (Muslim)
Muslims eat halal food. They do not eat pork and drink alcohol.
Charlie: (Vegetarian)
Charlie is a vegetarian. He only eats vegetarian food.
Cheryl: (Jewish)
Jewish have kosher meat. They do not eat meat and dairy together on special occasion.
Sam: (Indigenous Australian)
They have healthy plant and animal food. They use indigenous ingredients. They like
seasonal fruits.
Read the following scenario.
Answer Questions 17 –20.
Scenario:
You have recently been employed at a hotel that regularly hosts large tour and business
groups from overseas. Your hotel has a diverse customer base, all with different needs. You
notice a young Japanese man looking stressed in the foyer of the hotel. He has been separated
from his colleagues. You know that his colleagues are in the conference room, but cannot
speak Japanese. You know that an interpreter is travelling with the group, and is also in the
conference room. You approach the man to offer assistance.
QUESTION 17
What protocols should you follow when greeting and communicating with the young man?
(20 -30 words)
• Go to the customer and maintain a safe distance
• Smile at the customer
• Using positive body language
• Talk to him gently by using simple English
QUESTION 18
The gentleman speaks minimal English. How can you effectively communicate the location
of his colleagues to the young man without causing confusion? (20 -30words)
• Using simple English
• Give clear and simple directions and instructions
 • Show him any sign to find the place
• Try to show him the place personally if possible
QUESTION 19
If you are unable to assist the gentleman, who can you contact for help? (20 -30words)
• Manager, supervisor or team leader
• Another staff member
• The group’s interpreter
QUESTION 20
How can you better prepare yourself to assist tour groups from a diverse range of
backgrounds in the future? (20 -30words)
• Attend multicultural training
• Watch videos about different cultures in YouTube
• Doing online research
• Talk to other staff from same cultural background if present at workplace
QUESTION 21
What are some of the potential benefits of a socially diverse workplace? (30 -50words)
https://www.wonolo.com/blog/6-benefits-of-having-a-diverse-workforce/
QUESTION 22
Describe 5 differences in employee backgrounds that may give rise to conflicts or
misunderstandings in the workplace.
1. Language barrier
2. Religious beliefs and practices
3. Forms of address
4. Dietary requirements
5. Work ethics
6. Non-verbal gestures
7. Social and family structure
QUESTION 23
Provide 5 examples of harassing behaviour which is not acceptable in any workplace.
1. Physical abuse
2. Passing bad comments
3. Making fun and jokes
4. Not giving priority to anyone
5. Avoiding anyone directly/purposely
6. Showing indecent videos
QUESTION 24
Provide 5 examples of issues that you may need to assist international tourists with while
working in the TH&E industry.
1. Communication
2. Meal preference and places
3. Road rules
4. Transportation
5. Local currency
6. Safety procedures
7. Proper dressing standard
8. Shopping centres
QUESTION 25
Provide 5 examples of factors that are the basis for discrimination.
1. Age
2. Gender
3. Culture
4. Disability
5. Religion
6. Sexual preference
QUESTION 26
Your Task
Go to the following website at “the human rights commission” relating to discrimination acts:
https://www.humanrights.gov.au/our-work/legal/legislation
Answer the following question.
Go to the website and explain each of the Acts
Briefly explain the purpose of each of the following acts: (10 -20 words each)
• Age Discrimination Act 2004: ……………………..
• Disability Discrimination Act 1992: ………
• Racial Discrimination Act 1975: …………….
• Sex Discrimination Act 1984: …….
USA (Unit Skills Assessment)
SCENARIO 1:
THE PARTY POOPER
A document (250 -300 words)
Outlining:
The Key Issue/s:
Write the main issue.
Example:
One employee named Philip said that he will not be able to attend the celebration tomorrow
which is organised for celebrating the hard work of whole team.
The Implication/s:
Write what happened due to the issue occurred.
Example:
Miscommunication and misunderstanding among staff.
The manager sent an invitation to all staff on Thursday. She mentioned that the celebration
will be held on Friday the following day. She did not inform staff ahead and did not allow
enough time before the celebration. This is her negligence. She did not think about
availability of all staff after working hours and did not consider other option.
Philip might have other personal commitment and will not be able to join as the invitation
was sent too late. He might have religious issue as well.
Other staff also do not understand the reason why Philip will not attend the celebration. This
creates confusion among them. They might have wrong impression about Philip without
knowing the actual reason.
What should have been done to avoid the situation:
Write what you could do to avoid this situation.
Example:
• Check the availability of all staff after working hours
• Plan the celebration ahead
• The manager should inform staff few days ahead
• Staff could ask Philip about the reason for not coming
• Philip could clarify the reason to other staff
SCENARIO 2:
THE BEARDED EMPLOYEE
A document (250 -300 words)
Outlining:
The Key Issue/s:
Write the main issue.
The Implication/s:
Write what happened due to the issue occurred.
What should have been done to avoid the situation:
Write what you could do to avoid this situation.
(Check Appendix 4: 33, 34, 35, 36, 37, 38 of your LAP for NGC Workplace Discrimination
and Harassment Policy and you can write some information from this)
SCENARIO 3:
PIZZA PLEASE!
Write an e-mail:
Date: 04.04.2022
To
The Head Office of The Naja Group of Colleges
Dear Sir/ Madam,
1. The situation that occurred:

Write the situation.

2. The Key Issue/s:

The key issue.

3. The Implication/s:

The implication.

4. What should have been done to avoid the situation? (Speak slower, no jargon,
remain respectful, seek help from someone else, etc.):

What you could do to avoid the situation.

5. Seek help as this situation is likely to occur again:

What you will do if it will happen again.

6. Recommend/suggest solutions:

Write your suggestions to avoid this situation.