SITXCOM002 Show social and cultural sensitivity

Assessment 1

Question 1:How are the key principles of fairness and equity being ignored in this scenario? Explain why the employees’ treatment of Maria is harassment

The principles of justice and fairness are central to the procedure, retributive, and restorative justice. In this scenario, it is seen that all the employees are making fun of Maria because she does not understand the slang(Bećirović, et. al., 2018). This treatment of employees is shown as harassment to Maria and by this, she will be demotivated and not able to focus on their work properly.

Question 2: What is Equal Employment Opportunity legislation and how does it apply to this scenario?

EPL is the government policy that needsthat employers and managers do not discriminate against the staff members and job applicants which is based on some characteristics that include age, sex, etc. In this scenario, the supervisor of the company warns the other employees regarding not making fun of Maria otherwise they should be punishable which shows equality to Maria.

Question 3: How can the team change their behaviour to better support and respect Maria?

The team needs to change their behaviour and support Maria whichdevelops confidence among her and show would perform work in a better manner. For this, they should understand Maria and communicate with her.

Question 4: What strategies can the team employ to overcome any language barriers that exist with Maria and effectively communicate work instructions?

For support Maria to overcome with the language barrier, they can have one waitress near Mari to assist her learning vocabulary and culture in the right time and Maria should give her time to adopt language which they are used in work after her shifts(Kang, et. al., 2016). This strategy will help Maria to achieve better cooperation and provide her construction throughout the work. 

Question 5: 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

The first assistance for Maria is the waitress employee who can talk English as the local individual. The waitress staff helps their level of contact which will take with Maria and themselves. The second assistance comes from the administration sector that has the duty of introducing Maria’s situation to other team members. The last assistance is Maria herself and she should be acquainted and friendly to team culture(Kim, et. al., 2015).

Question 6: How can you explain to the young waiter why it is important to recognize diversity and offer appropriate assistance?

The case of young waiters has a lack of training for new workers in the café. There are differenttypes of approaches which can applyin such condition. Firstly, they can arrange and organize a new employee training program to not only young staff members but also recruits can learn the professional facilities for people with disabilities.

Question 7: Which aspects of anti-discrimination legislation apply to this scenario? Why is it necessary for the young waiter to have a general understanding of anti-discrimination legislation when working in the TH&E industry?

An assistance person is mainly permitted and protected by the legislation and laws in different public areas. It is required for the young waiter to have a common understanding of the registrar for not insulting the laws and analyzing how to help and support his customers.

Question 8: What advice can you give the young waiter to better assist this customer?

It is required for staff members to have another knowledgeable worker to help and support this customer. He should also learn and gain knowledge on how to assist the vision and mission decreased people later.

Question 9: Describe 3 other considerations you need to make the young waiter aware of when assisting guests with disabilities generally

  • While approaching the disabled customer, he should be courteous and introduce himself
  • Treat the customer as equal as others, follows their instructions but never guess what he can or cannot be done.
  • Be flexible, calm and patient with the disabled customers

Question 10: How can the restaurant ensure new and existing employees are informed in regards to culturally and socially inclusive work practices in the future?

For increasing culture and social comprehensiveness, training programs are required to be held for general practices and respect the culture of others. Along with this, current staff members who have experience and knowledge about the job should help in the training to assist new employees so they can easilybe adapted to the culture and familiar with the social features of the restaurant(Melbøe, 2018).

Question 11: Describe multiculturalism and the four distinct principles that makeup Australia’s national multiculturalism policy and need to be applied at the hotel.

  • Australian government value the benefits of cultural diversity for all the Australian within borders which main motive is national unity, society, and maintenance of the democratic values.
  • The Australian government is committed just to the inclusive and socially cohesivecommunity in which everyone involved in the opportunities that Australia provided.
  • Australian authority welcoming the trade, economic, and investment benefits that occur from pout successful multicultural country.
  • The government will act to promoteunderstanding and acceptance at the time of responding to express intolerance and discriminate with strength where required. 

Question 12: 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 when you have worked with him and made jokes about Fathima. What social and cultural issues might be causing this conflict?

It is analyzed that Charlie never respects Fathima and her religion. There are different religion which has various ways and methods of praying. As a Muslim, she had to pray five times a day. However, this way and custom influenced other co-workers, Charlie, and this will cause displeasure in the workplace. The conflicts factors which may create issues

Question 13: 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?

As a team member, I will suggest Charlie need to respect her and her religion and also describe him the significance of prayer five times daily as a Muslim. Also, I will instruct him to tolerate each other such as Fathima takes more time in praying and I will explain Charlie is that she will not go back on time and she might do work for 10-15 minutes to recover the time. So they can tolerate each other and ignore misunderstanding which helps in enhancing teamwork(OzumErkin Ph.D., et. al., 2017).

Question 14: Describe the steps that can be taken by management to ensure that this cross-cultural misunderstanding between Charlie and Fathima is managed before it escalates.

  • Identify major issues and problem which may cause conflicts
  • Consider the cultural differences if complexities or misinterpretationarise
  • Make an effort to sensitivity resolve gap which are taken account of the cultural considerations 

Question 15: 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 Sam’s cultural background as an Indigenous Australian? What would be the possible cultural requirements and provisions for Sam at work?

Each employee indeed needs to respect other colleague cultures and Sam’s cultureis indigenous Australian which teachesthat inspire and motivate each other. This is important forSam is to work hard and develop contact with others to perform better functions(Park, et. al., 2016).

Question 16: What areYou’re helping to organize the hotel’s end-of-year party. What religious dietary considerations do you need to take into account for each of your colleagues identified in this scenario?

  • Recognize the dietary and cultural requirements of customers
  • Measure and evaluate the menus and meals
  • Develop menus and meal plans to reach dietary and cultural necessities and requirements in a proper manner.

Question 17: What protocols should you follow when greeting and communicating with the young man?

  • Speaking slowly and clearly and use only simple English
  • Avoid idioms
  • Should interact with a young man
  • Frequently checking for understanding
  • Giving simple instructions and guidance
  • Use gestures and signs 

Question 18: The gentleman speaks minimal English. How can you effectively communicate the location of his colleagues to the young man without confusing?

It is important for a person is to write down the direction in the paper so that he understands in which they are. For this, use body language like straight, turn right by the gesturing body, turn left accordingly, and hands.

Question 19: If you are unable to assist the gentleman, who can you contact for help?

In this situation, I will contact one of my employees who speak Japanese language and similar so that he can evaluate easily. For this, use technology as Google translator(Singh, et. al., 2017).

Question 20: How can you better prepare yourself to assist tour groups from a diverse range of backgrounds in the future?

There are different effective cross-cultural communication abilities. Some of the following characteristicsbeing identified as general to effective cross-culture interaction are as under:

  • Be open to new learning
  • Sense of humor
  • Approaches others who desire to learn new thing
  • Have respect for people from other cultures
  • Being flexible
  • Use effective technology such as Google Voice and Google translator for support

Question 21: What are some of the potential benefits of a socially diverse workplace?

Increased Productivity: Inclusion and diversity carry out diverse talents together working to common goals and objectives using different sets of abilities which ignites their commitment and enhances retention and profitability(Soley, et. al., 2016).

Enhanced creativity and problem solving: In this, there are so many different minds which are come together and make solutions that will occur as each individual brings their way of thinking, resolving issues, and decision making.

Assist to build synergy in teams and increase communication abilities carries new processes and attitudes which increase income and profit level.

Enhance market share and develop satisfying diverse customer base by associating to individuals from different backgrounds. It does propel the US and their status to claim their location and gain growth in the international business(Wright, et. al., 2015).

Question 22: Describe 5 differences in employee backgrounds that may give rise to conflicts or misunderstandings in the workplace.

  • Respect and acceptance
  • Accommodation of beliefs
  • Gender equality
  • Ethics and cultural differences
  • Language and communication

Question 23: Provide 5 examples of harassing behaviour which is not acceptable in any workplace.

  • Occupational violence
  • Aggressive behaviour
  • Bullying other employees
  • Unreasonable demand and undue persistence
  • Harassment and discrimination

Question 24: Provide 5 examples of issues that you may need to assist international tourists while working in the TH&E industry

Economic instability:It is the main issue thatshows that company needs to analyze the economic condition and stability to operate the business(Wu, et. al., 2015).

Managing risks: In this industry, there are different challenges and issues arise that need to be analyzed effectively.

Lower wages and retention: It will create a risk to the industry which has a high level of employee turnover. This makes training complex, leads towards a lack of skilled personnel.

Political instability: It is the major concern in the current time for the industries as it will create major risks for the company(Marsiglia, et. al., 2015).

Tourism infrastructure: In all over the world, the tourism industry faces poor infrastructure which can create issues and problems.

Question 25: Provide 5 examples of factors that are the basis for discrimination.

  • Age
  • Disability
  • The race includes nationality, religion, color and immigrants status
  • Marital status, or
  • Sexual orientation, gender identity, and intersexual status

Question 26: Briefly explain the purpose of each of the following acts:

Age Discrimination Act 2004:It is that act that protects against age discrimination of company employees includes full time, part-time, agents, contractors and so more.

Disability Discrimination Act 1992:This act makes it illegal to discriminateagainst the individual in different areas of public life which includes education, getting services, and buying houses(Yilmaz, et. al., 2017).

Racial Discrimination Act 1975: It promotes equality before the law for entire people regarding color, nationality, race, or ethnic origin.

Sex Discrimination Act 1984:It is that act that protects men and women from any discrimination on the grounds of sex or marital status.

Assessment 2

Role Play 1:

Manager: Hello guys

Co-worker: Hello sir

Philip: Hello sir

Manager: I need to discuss with you regarding the celebration planning of the get-together in the Naja Group of Colleges. You all require participating in this function.

Philip and Co-worker: Yes sir…

Manager: I also inform you that this celebration is important for the college and in this large number of people gather. In this function, the different background of new students comes and all the college students need to communicate with them.

Philip and Co-worker: Yes, we know

Manager: I also want to give information about that cafeteria which has booked for the Christmas celebration for the last weeks. It is Thursday evening, and tonight is the last function for the year. You guys need to arrange all the important activities.

Manager: Also I know, this is the place where all the people and guests are enjoying together. I hope you both have participated in the get together functions. But some of the issues arise which need to resolve.

Philip or co-worker: What issues sir? We are tried to solve such problems, please tell us.

Manager: Some students do not come and I find out that Philip is also not come for the celebration. Why?

Philip: Sir, Actually I have some urgent work at home, that’s why I cannot come to the function. Please don’t mind.

Co-worker: I am coming sir….

Manager: That’s great. But you both need to arrange all the preparation related to the celebration which requires to be completed within time. It is clear!

Philip: of course sir.

Co-worker: Ok sir

Manager: Okay… Thank you

Philip or co-worker: Thank you, sir…

Role Play 2:

Manager: Hello guys

Charanjeet Singh: Hello sir

Co-worker: Hello sir

Manager: I am here to discuss regarding the organization’s policy on personal grooming which is important for the company image. In this, company employees need to properly groom themselves as they present organization in front of clients.

Charanjeet Singh and Co-worker:Yes sir… We think it is a great policy which helps in increasing company goodwill and reputation in the large market place.

Manager: You all know that this policy is developed to make sure that all employees understand the importance of grooming in the workplace.

CharanjeetSinghandCoworker: Yes sir

Manager: I need to tell you that personal grooming is essential for each employee in an organization as it shows the image of the company in the market place. You understand it.

Charanjeet Singh and Co-worker: Of course… We know grooming presents the company status in front of customers and by this, they are attracted to services and facilities.

Manager:I expect that all employees should be well-groomed and professional in appearance when come to the office and engaged in work associated tasks with customers, colleagues, and clients.

Charanjeet Singh: Of course. We will fulfill your instruction from tomorrow onwards.

Manager: That’s great. I hope you all will follow my guidance and instructions regarding the new organization’s policy of personal grooming.

Charanjeet Singh and Co-worker: Yes sir.

Manager: The grooming includes perfect hair, hygiene, makeup, nails, fragrances, jewelry, tattoos (no visible tattoos allowed)

Charanjeet Singh and Co-worker: Okay sir. We will follow your guidance properly.

Manager: Ok, Thank you guys

Charanjeet Singh and Co-worker: Welcome sir and Thank you.

Role Play 3:

Waiter: Pepsi, Pizza. How can I help you, sir?

Dae-Jung (student):Hi, I’d like to order a pizza, please.

Waiter: Sorry. I don’t understand your language. Please speak in English

Dae-Jung (student):But I don’t know the other language.

Waiter: I am informing my senior customer service representative toanalyze what you are saying.

Customer service Representative: How can I help you, sir? Please tell me.

Waiter: Sir, this student does not know the English language or any other. I think he is come from overseas. What we can do for knowing what he wants?

CustomerserviceRepresentative: I think, we need to give him a piece of paper in which he can draw a picture which he wants and requires.

Waiter: That’s a great idea

Dae-Jung (student):I can draw apicture of which food I want.

Waiter: Sir, please draw what you want.

Dae-Jung (student): okay

Waiter: This is the pizza shape, so you want pizza

Dae-Jung (student): yes, please.

Waiter: Of course sir. Give me one moment.

Dae-Jung (student): Okay

Waiter: Sir, this will take 30 minutes, you can wait

Dae-Jung (student): OK… no worry. I will wait

Waiter: That’s good

Dae-Jung (after 30 minutes): Is my pizza ready?

Waiter: Yes sir. Please take it and enjoy it.

DaeJung (student): Thank you. How much will it cost?

Waiter: It’s $2

Dae-Jung (student):okay and take it

Waiter: Thank you for your support sir

Dae-Jung (student): Welcome

All the above role play is based on a different scenario which helps understand both members’conversation. In this, the first scenario based on the manager talks about to get together a celebration in which all the employees need to participate and it is conducted in the cafeteria where Christmas functions have been organized every week. The second scenario discusses the grooming policy which isdeveloped by the company. This manager discusses with their staff members regarding the importance of personal grooming for the employees and it represents company image in the market area. Last one scenario discusses the student who comes from overseas and does not know the English language which makes difficult for him while ordering a pizza. The role play described how the student conversed with the waiter and buy a pizza from the cafeteria.


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