Professional Documents
Culture Documents
Contents
Timing of shifts Rotating shifts Roster pattern and length of cycle Standby and on-call duties Exchange of shifts Communication 3 3 3 4 4 4
What is cultural awareness and why do you need it?......................................................................................................5 How Important Is Our Culture To The Way We Live Our Lives?.......................................................................................6 Do Cultures Stay the Same Forever? Cultural Differences 8 8
The Way People Communicate with Each Other .............................................................................................................9 The Dangers of Stereotyping 10
Key Points About Cultural Awareness and Understanding............................................................................................11 Anti-Discrimination Different Types of Customers International Customers Dealing with Misunderstandings 11 12 13 13
What are employer expectations and employee rights in the workplace?....................................................................15 TRAINING AND ASSESSMENT ACTIVITIES AND QUESTIONS........................................................................................16 Assessment task 17
ASSESSMENT MODE A - Oral questioning 18 ASSESSMENT MODE B - Skills observation checklist....................................................................................................19 Off-the-Job Training Log Participant survey of materials Suggested Answers 21 22 23
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Element of competency: 1. Act responsibly 2. Act in a non-discriminatory manner 3. Develop retail industry knowledge 4. Maintain personal presentation 5. Follow routine instructions
Timing of shifts
For the best OHS outcomes, it is recommended that shifts do not start between midnight and 6 am. This is to ensure an opportunity for adequate night rest.
Rotating shifts
If a rotating three shift system is in operation (day, afternoon and night) the rotation should be in the order of day then afternoon then night. This is a forward rotation (as in forward on the clock face). If shift start times vary throughout a sequence of shifts, they should commence with an early start and move progressively later. Changes from a late start to an early start reduce the number of rest hours between shifts.
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Exchange of shifts
Exchange of shifts for special reasons should be allowed, provided the change does not result in excessive daily or weekly hours for any employee. A supervisor should be responsible for monitoring the effect on individual roster patterns. Exchange of shifts should not occur if it results in 2 or more continuous shifts being worked (i.e. no break between), or if recommended maximum hours are exceeded.
Communication
Shift workers should be kept informed about important matters concerning the workplace. Paid-time meetings should be organised during their shift. If workers are required to attend any meeting outside their shift, likely effects on sleep, etc. must be considered, and rosters should be adjusted accordingly.
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The way we live, the way we behave, our beliefs, values and customs In essence, culture is the way any group defines itself - this could be within your family, at work or within a whole country. The really important point to remember is that we dont all define ourselves in the same way. So what is your culture? Could you belong to more than one culture? Look at the chart, answer some of the questions it poses and have a discussion with your Trainer about the different layers of culture we all experience.
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Every culture has its own ways of doing things, its own set of rules. If we are honest, most of us experience feelings of confusion, fear or even anger when we are faced with behaviour we dont understand, especially if the behaviour doesnt follow the rules of our own culture. We tend to automatically believe that our way is the right way - and this is when misunderstandings and conflicts can occur. This is especially true when someone elses behaviour offends our own values. In reality there is no right and wrong in cross-cultural situations. Remember that what seems automatic and correct to you can be quite alien to a person from a different culture.
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Take a few moments to read the following descriptions of tribal rituals. Do you know what the rituals are and which tribes they belong to? When you think you know, check answers at the end of this topic. Depending on which culture you belong to these rituals may mean nothing to you.
Ritual 1
This ritual can occur at any time of the year; there is no particular fixed date for it. It usually starts during the daytime and often extends late into the night. Participation in the ritual is not open to everyone; only some members of the tribe are permitted to take part in one of these rituals. These participants do unusual things to enhance their appearance. Some wear paint on their faces and some put an oily substance in their hair. Some participants artificially increase their height by the use of specially made devices under their feet: this is considered by most people in the tribe to look attractive. Cowskin and cloth are worn by most of the participants, although small amounts of metal can also be seen. The key ceremony during the ritual revolves around a small group of participants who repeat sacred words assisted by a holy man. During this part of the ritual, the other participants are expected to listen quietly, but upon its completion, they are encouraged to throw a special kind of food at the small group, especially at the man and the woman who appear to be the main focus of the ritual. The significance of this food throwing has not been determined, but some researchers believe that it is connected with fertility. The remainder of the ritual, which can last for many hours, is conducted in a separate location. The main focus of this part of the ritual appears to be the drinking of fermented liquids, although a number of other activities also take place. Researchers are not in agreement as to the purpose and meaning of these activities.
Ritual 2
When we arrive, we will go around to every person in the room and shake hands with them. We will smile and say our names and then move on to the next person. When we have done the rounds, we can relax and chat with whomever we want to. After we eat (and the host will make sure this happens at the appropriate time), one or more of the guests - usually people with more senior status - will tell the host that they have to leave (generally by saying its already late). The host will urge them to stay. We will then immediately follow suit, thanking the host as we leave (who will, again, urge us all to stay).
Ritual 1 Ritual 2
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Cultural Differences
Language Spoken
Australians speak many different languages at home. English is not always a persons first language.
Religious beliefs fundamentally affect how we behave, what we eat, how we dress.
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Attitudes to Family
Relationships between family members vary between cultures.
We all have different attitudes to the young, to the old, to parents, brothers and sisters.
Attitudes to Work
The importance of work and family varies between cultures. Attitudes to The Boss change between cultures.
Men, women, young people, old people, sick people or children are treated differently within different cultural groups.
Food
Different cultures have different food preferences. People eat at different times and in different ways. Some foods have special significance in certain cultures.
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The way we ask and answer questions will depend on our culture. The way we begin and end conversations will depend on our culture. The way we seek information will depend on our culture.
All of the above statements are possibly true about some of the people in each group. In reality, it is impossible to totally avoid the habit of stereotyping. In many situations having some knowledge about the way people from particular cultures behave is very helpful. For example, if you work in a place which caters for a lot of Japanese visitors you will be able to provide better service if you know about some of their general preferences and characteristics. The important thing to remember is that what suits some Japanese may not necessarily apply to all Japanese people, and that you still need to treat them as individuals. People of different ages, social backgrounds, economic status and so forth could all have hugely different characteristics and preferences. And remember..Just because one person from Goingtbeerudtoya is unpleasant it doesnt mean all Goingtbeerudtoyaians are unpleasant!
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Anti-Discrimination
Discrimination means the treating of one person less favourably than another due to some personal characteristic. Under current legislation, it is illegal for any establishment to discriminate against customers or staff on the basis of sex, marital status, pregnancy, sexual preference, race and nationality and physical and mental impairment. There is anti-discrimination legislation at
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both State and Federal levels. All establishments should make staff aware of this legislation and what it means for day-to-day work practices.
What are the different needs of your customers - limited time, foreign language interpretation, special individual or group facilities? Do you have industry customers, i.e. those people that book your services such as travel agents or tour operators? All of your customers expect you to be sensitive to and respectful of their needs. These needs could be based on: age family status culture country of origin Type of group they are travelling with, etc.
As a person providing customer service your role is to meet the needs of the many different customers you serve
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International Customers
One of the major recent changes in Australias Tourism and Hospitality Industry has been the enormous increase in international visitors. International tourism is Australias fastest growing and largest export industry. Foreign exchange earnings from tourism and hospitality rose 17% to $10.7 billion (12% of Australias total export earnings) in the year ending June 1994. In the same period, the number of international arrivals increased by 14% to an all-time high of 3.2 million (Australian Tourist Commission Annual Report, 1994, p.3). The overall number of visitors from overseas is forecast to nearly double to 6.3 million by the year 2000 (Tourism Council of Australia, International Visitor Arrival Forecasts, December 1994). This growth is not based on the main traditional foreign markets of Japan and Europe, but on the newly emerging Asian markets of China, Korea, Indonesia, Malaysia and Thailand.
In the Philippines it is perfectly good manners to close a conversation by saying, You go now, and that See you later can sometimes be misinterpreted literally by people from other cultures
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You might serve quite a few meals to Chinese people before you realise that they thank restaurant waiters by unobtrusively tapping the table with their fingers. How easy it would be to jump to the conclusion that Chinese restaurant goers never acknowledge good service and therefore to think the Chinese are rude people In most Asian countries it is considered polite and respectful not to look a person in the eye during conversation; such a mannerism in Australia usually implies a guilty conscience In Eastern Europe and Middle Eastern countries, hugging and kissing on the cheeks among men is a common occurrence; this may be totally inappropriate in Australia in some cultures You may come into contact with customers or colleagues from non-English speaking backgrounds. They may not speak English at all or not speak it very well. In cases where language barriers exist, attempt to communicate through the use of gestures or simple words in the other persons language. Some areas to which this would apply include: greeting and farewelling customers giving simple directions giving simple instructions answering simple enquiries preparing for service serving customers describing products and services
Ask your Trainer to help you identify the gestures and language skills you need to effectively assist people from non-English speaking backgrounds. Your customers and colleagues will appreciate your goodwill and assistance, and your effort to avoid misunderstandings and problems. Gender is another issue which may affect relationships between Aboriginal people, Torres Strait Islanders and people from other cultures. Most Aboriginal people and Torres Strait Islanders still have womens business and mens business, from which the opposite sex is excluded. This is particularly relevant when discussing personal issues, such as personal presentation and hygiene.
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3.
4.
Assessment task
You will be required to demonstrate for your workplace assessor, your ability to: Act responsibly Act in a non-discriminatory manner Develop retail industry knowledge Maintain personal presentation Follow routine instructions
You may provide your assessor with letters of recommendation from your employer or customers to help you in this task. Discuss the exact requirements with your assessor.
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Instructions: In addition to written answers provided above, the trainee is required to provide verbal answers to the following questions that will be asked by the RTO Trainer. Read the questions prior to the Trainers visit, and be prepared to answer them, obtaining help where necessary. Did the trainee satisfactorily answer the following questions:
1. What should the shift order be when working rotating shifts? 2. What does being on standby or on call mean? 3. What is cultural awareness? 4. What do EBAs contain? 5. How do you know what shifts you are required to work? 6. Where would you find information on pay rates and conditions? Yes No
The trainees underpinning knowledge was: Satisfactory Notes/comments : Question 1: Question 2: Question 3: Question 4: Question 5: Question 6: RTO Trainer signature: Trainee signature: Date of assessment: Not Satisfactory
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Yes
No
N/A
Satisfactory
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Trainee signature:
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Assessment Strategies
C U R R E N T C O M P E T E N C I E S
Assessor Comments
Oral/written questions Activities Workplace project Supervisor/3rd party report Self-Assessment Other
The participant is competent has shown competence in all of the following elements:
Act responsibly Act in a non-discriminatory manner Develop retail industry knowledge Maintain personal presentation Follow routine instructions
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D A T E _ _ _ _ _ _ _ _ _
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D A T E _ _ _ _ _ _ _ _ _
D A T E
F O R
R E A S S E S S M E N T :
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Company: __________________________________________________________________
Certificate: II III IV in Civil Construction Process Manufacturing Extractive Industries Retail Operations
Date
Duration
Date
Duration
Date
Duration
Date
Duration
Activity Code
1. 3. 5. 7. 9. 11. 13. 15. 17. Read self-paced guides Met with Workplace Coach Discussion on phone Researched store policy and procedures Researched workplace policies and procedures Observed other staff member/s working effectively Other research Staff training Complete appropriate paperwork relevant to task 2. Developed knowledge of use and safety requirements 4. Worked on assessment tasks 6. Discussed assessment tasks 8. Researched legislative requirements 10. Researched industry codes of practice 12. Performance appraisal 14. Read relevant industry publications 16. Talking to the supervisor 18. Other: (specify) __________________________________________
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Q1.
Thinking in general about the material you were given for this unit, how would you rate it overall?
Circle only one answer Poor .... 1 Fair .. 2 Good ... 3 Very Good .. 4 Excellent ..... 5 Dont know ........ 6
Q2. How strongly do you agree or disagree with the following statements about the unit material?
Strongly Disagree
Disagree
a. The layout of the reading material made it easy to use/read b. The layout of the assessment material made it easy to use/read c. The font size of the material was large enough d. The reading material assisted me to complete the assessment e. The material was easy to understand f. The graphics/pictures were useful g. The graphics/pictures were sufficient in number h. The graphics/pictures were legible i. The materials was free from typing errors j. The material was relevant to my job/workplace
1 1 1 1 1 1 1 1 1 1
2 2 2 2 2 2 2 2 2 2
3 3 3 3 3 3 3 3 3 3
Comments: Please expand on the above points if you rated any of them less than 3
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Agree 4 4 4 4 4 4 4 4 4 4
1. What should the shift order be when working rotating shifts? If a rotating three shift system is in operation (day, afternoon and night) the rotation should be in the order of day then afternoon then night. 2. What does being on standby or on call mean? Being on standby or on-call means that the employee has not entirely stopped work. 3. What is cultural awareness? In simple terms, cultural awareness is about realising that not all people are the same. It is about knowing that different people have different values, different behaviours, and sometimes fundamentally different approaches to life. 4. What do EBAs contain? EBAs contain details of work conditions and benefits, such as pay and leave, that you will receive if your work is satisfactory. Employers will expect that you will try hard to do what the EBA sets out, through efficient work that will make all your customers satisfied with the standard of the service you give.
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