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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

Audio/Visual

Audio stories

Voices of diversity: Australians from diverse backgrounds discuss their cultural experience, needs and issues.

Voices of diversity

Text version (Word Document 34KB)

Audio

You may save the audio files by right-clicking on the link and choosing 'Save Target As...'.

Engaging with an Aboriginal and Torres Strait Islander community: Listen to Colleen Wall, a Senior Kabi Woman and Director for Arts and Cultural Heritage within WANYIRAM Pty Ltd. Colleen talks about the protocols for engaging with an Aboriginal and Torres Strait Islander community.

Listen to the protocols (3.1 Mb MP3 file)

Text version (Word Document 34KB)

Audio case example

Gunter Schmidt from Munich in Germany is calling Heritage Lodge to make a booking. His English is reasonable; however, over the phone the receptionist finds it hard to understand him. She is not very tolerant and as she loses patience with him his English begins to falter.

Listen to Gunter's booking call (325 Kb MP3 file)

Text version (Word Document 34KB)

Audio

Be Realistic

Listen to Be Realistic (473 Kb MP3 file)

Text version (Word Document 34KB)

Video

You may save the video files by right-clicking on the link and choosing 'Save Target As...'.

Are we doing enough to meet our clients needs?

Watch the video on meeting our clients needs (2.3 Mb WMV file)

Text version (Word Document 34KB)

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