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Work effectively with culturally diverse clients and co-workers

Content

• Section 1: Cultural awareness
  • Defining culture
  • Factors in development of culture
  • Cultural diversity in Australia
  • Acculturation
  • Culturally appropriate work practices
  • The needs of culturally diverse clients
  • Legislation and cultural diversity
  • Modifying work practice
  • Cultural consultation
  • Interactive self check
  • Summary
  • Section 1 Bibliography
• Section 2: Development of culturally diverse relationships
  • Cross-cultural relationships
  • Building relationships
  • Ethnocentrism
  • Cultural bias
  • Best practice in service delivery
  • Interactive Self check
  • Summary
  • Section 2 Bibliography
• Section 3: Creative cultural communication
  • Diversity and communication
  • Cultural expectations
  • Meeting specific client needs
  • Organisational strategies
  • Advantages of a socially diverse environment
  • Elements of intercultural communication
  • Creative communication
  • Communicating with NESB people
  • Getting the message across
  • Strategies for effective communication
  • Interpreting services
  • Working with interpreters
  • Self check
  • Summary
  • Section 3 Bibliography
• Section 4: Dealing with misunderstandings and conflict
  • Misunderstanding and cultural bias
  • Culturally-sensitive print communication
  • Prevention of conflict situations
  • Causes of cross-cultural conflict
  • Issues that cause conflict
  • Cultural misunderstandings
  • Taking cultural considerations into account
  • Use of cultural checklists
  • Cross-cultural conflict resolution
  • Guidelines for multicultural collaboration
  • Dealing with multicultural issues
  • Self check
  • Summary
  • Section 4 Bibliography

Activities

Section 1

Section 1 discussion activities (Word Document 52KB)

Section 1 logbook activities (Word Document 60KB)

Section 1 activities (Word Document 68KB)

Interactive activities

Cultural concepts: Common terms and definitions

Cultural concepts

Section 1 Self check

Section 1 self check

Cultural concepts crossword

Section 2

Discussion activity
Examine workplace practices: Discuss how specific practices in your workplace have changed, or could change, to better support diversity.

Examine workplace practices (Word Document 48KB)

Section 2 reflective journal activities (Word Document 49KB)

Interactive case studies

Interview questions

Cultural needs of client

Cultural needs of co-worker

Consequences of ineffective working interactions: Examine the consequences of ineffective working interactions.

Cultural assumption relating to co-worker

Cultural bias relating to client

Section 2 Self check

Section 2 self check

Section 3

Section 3 activities (Word Document 59KB)

Section 3 logbook activities (Word Document 29KB)

Interactive activities

Selecting appropriate interpreters

Interactive case studies

Individuals

Communicating with a CALD client

Communicating with a CALD co-worker

Which interpreter?

Section 3 Self check

Section 3 self check

Matching exercise

Section 4

Culturally sensitive print material: Do some research in your work area to find a range of print material for cross-cultural communication. Make notes on whether each item is culturally sensitive and appropriate and any suggestions you have for improving the material.

Section 4 activities (Word Document 41KB)

Section 4 logbook activities (Word Document 41KB)

Section 4 reflective journal activities (Word Document 49KB)

Cross-cultural checklists: Prepare your own checklists and keep a copy of this information for your Logbook. Label the information with the activity name.

Checklist for culturally diverse clients (Word Document 51KB)

Communication checklist (Word Document 52KB)

Interactive activities

Causes of cross-cultural conflict

Interactive case studies

German kept waiting

Day respite care

Section 4 Self check

Section 4 self check

Matching exercise

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