Question:
The assessment for this unit of competency consists of 2 parts, Part A and Part B.
Part Aincludes 4 scenarios, each followed by a series of questions.
Part B includes 2 general questions which relate to dealing with social and cultural sensitivity
You are required to address all questions to achieve competence.
Part A
Task 1
Scenario 1:
You are the Manager at ACA Restaurant Caf. Management has recently hired a new wait staff 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 wait staffs laugh at Maria when she mispronounces words or doesnt understand specific instructions. This behaviour causes her to feel excluded from the work team and humiliated.
How are key principles of fairness and equity being ignored in this scenario? Explain why the employees treatment of Maria is harassment.
What is Equal Employment Opportunity legislation and how does it apply to this scenario?
What strategies can the team employ to overcome any language barriers that exist with Maria and effectively communicate work instructions?
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.
Task 2
Scenario 2
You are working as a Team Leader at ACA Restaurant Caf when a customer who has a vision impairment enters the establishment with her guide dog. A young wait staff (Imogen) comes over to you and asks if she should tell the customer to leave her dog outside. She 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. She also has minimal knowledge in regard to anti-discrimination legislation.
How can you explain to the young wait staff why it is important to recognise diversity and offer appropriate assistance?
Which aspects of anti-discrimination legislation apply to this scenario? Why is it necessary for the young wait staff to have a general understanding of anti-discrimination legislation when working in the TH&E industry?
What advice can you give the young wait staff Imogen to better assist this customer?
Describe 3 other considerations you need to make the young wait staff aware of when assisting guests with disabilities generally.
How can the restaurant ensure new and existing employees are informed in regard to culturally and socially inclusive work practices in the future?
Task 3
Scenario 3
You work at ACA Restaurant Caf in the socially diverse team. Assume, 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 you are Sam, a 20-year-old Indigenous Australian from Queensland, is one of the waiters. 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.
In order for your team to work together productively, it is necessary to embrace multiculturalism. Describe multiculturalism and the 4 distinct principles that make up Australias national multiculturalism policy and need to be applied at the hotel.
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 (Sam the waiter) when you have worked with him and made jokes about Fathima. What social and cultural issues might be causing this conflict?
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?
Describe the steps that can be taken by ACA Caf management to ensure that this cross-cultural misunderstanding between Charlie and Fathima is managed before it escalates.
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 Sams cultural background as an Indigenous Australian? What would be the possible cultural requirements and provisions for Sam at work?
Youre helping to organise the cafs end-of-year party. What religious dietary considerations do you need to take into account for each of your colleagues identified in this scenario?
Task 4
Scenario 4
You are at ACA Restaurant Caf and you host large groups and business groups from overseas. Your Restaurant Caf has a diverse customer base, all with different needs. You notice a young Japanese man looking stressed at the front of the Restaurant Caf. He has been separated from his colleagues. You know that his colleagues are in the private dining room, but you cannot speak Japanese. You know that an interpreter is travelling with the group and is also in the private dining room. You approach the man to offer assistance.
What protocols should you follow when greeting and communicating with the young man?
The gentleman speaks minimal English. How can you effectively communicate the location of his colleagues to the young man without causing confusion?
If you are unable to assist the gentleman, who can you contact for help?
How can you better prepare yourself to assist tour groups from a diverse range of backgrounds in the future?
Part B
Task 1
What are some of the potential benefits of a socially diverse workplace?
Task 2
Reading and understanding basic legislation:
Go to the following website at the Human Rights Commission relating to discrimination acts, and answer the question below:
Read the information about each of the following acts below and briefly explain the purpose of each act:
Age Discrimination Act 2004
Disability Discrimination Act 1992
Racial Discrimination Act 1975
Sex Discrimination Act 1984
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