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Work effectively with culturally diverse clients and co-workers (Module 5)

- - - - Value Diversity
      - Cultural self-assessment
      - Be aware of cultural interactions
      - Organisational culture knowledge
      - Delivering service with your knowledge of cultural
  - - - insults or taunts of a sexual nature, suggestive comments or jokes, unnecessary familiarity, such as deliberately brushing up against you or unwelcome touching
- - - - Polite forms of language.
      - Idioms.
      - Questions.
      - Compliments.
      - Dress.
      - Social customs.
      - Responding to good and bad news.
      - Personal space.
      - Time.
      - Eye contact
  - - - speed: how fast a person speaks may indicate their overall emotional state, and may identify anger, anxiety and even excitement. Speed is also common in a lot of cultures and therefore my not be indicators of their emotional state;
      - tone: often another indicator of emotional state. It provides important signals about how the person is feeling. Through tone, you may detect anger, sadness, joy, disappointment and so on. Some cultures are very dramatic with their tone, even when they are having a normal conversation;
      - pitch: part of the ‘tune’ or intonation of speech, it generally tends to be described as high or low. Some cultures have a high pitch at all times, and again this is not emotionally based;
      - formality: how you speak while you are at work, may greatly differ from how you speak to your friends, partner, spouse or superiors; and
      - loudness: quiet speech ‘may’ indicate a lack of confidence, doubt, fear and even greater reluctance with the other party. On the other hand loud speech ‘may’ indicate anger or disapproval, aggression, domineering attitude, lack of sensitivity and even fear. You may have noticed that some cultures do speak loudly, over the top of people across distances and even use other parts of their bodies, such as hands, legs and facial expressions.
- - - - Ensuring timely responses.
      - Ensuring sensitivity by respecting feelings.
      - Fairness and impartiality.
      - Confidentiality.
      - Allow for appeals.
      - Make it clear that victimisation is not tolerated.
  - - - Schedule a meeting.
      - Clarify the case from each person.
      - Do not allow any conflict to take place.
      - Ask both parties what outcome would make them happy.
      - Take notes.
      - Ask both parties what they are prepared to change.
      - Encourage an environment for open dialogue.
      - Clearly define what you expect from both parties.
      - Schedule a follow up meeting.
- - - - Anti-Discrimination Act 1977 (NSW).
      - Age Discrimination Act 2004 (Commonwealth).
      - Disability Discrimination Act 1992 (Commonwealth).
      - Racial Discrimination Act 1975 (Commonwealth).
      - Sex Discrimination Act 1984 (Commonwealth).
      - Australian Human Rights Commission Act 1986 (Commonwealth).