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WORK WITH Diverse People

certificate iii in individual care (Melbourne City College Australia )

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WORK WITH DIVERSE PEOPLE (CHCDIV001)

Student Name Sadikshya Humagain

Student ID No. MEL000019J

I declare that the work submitted is my own and has not been copied or plagiarized from any
person or source.

Student signature Date 11/05/2020

Answers

1.

a.

The social and cultural perspective are that in my culture we visit temple we do not eat beef
as we respect them as god and respect our parents and usually obey what they tell us. So,
for me I still do not eat beef and get shocked when people in foreign country leave their
parent home when they are 16 and work on their own, which is new to me. Therefore, due to
my Asian background and the way I was brought up there is a thought process that makes
me feel like my culture is the best. Due to being brought up in such society and background I
had biases like this but now I get to interact with people here and slowly my biases are
fading away and I am equally receptive to culture here in Australia.

b.

The main limitations to self and social awareness are majorly due to illusion and lack of
proper information. If someone is misinformed and they don't have easy access the kind of
information that guides them in right direction. Then, they are likely to have a limitation to
self-awareness. Likewise, not keeping yourself updated about the changes that occurs in a
society are also like to cause limitation.

c.

I will improve self and social awareness by are recognizing the circumstances in which I'm
likely to limit my self and social awareness. So, I would also pay attention to various scenario
around me and get myself updated with the scenarios that are around me and try to obtain
more information from reliable source. Likewise, if I have any confusion regarding it I will

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ask the related person to clarify me and I will also try to develop my understanding and keep
my mind open to changes.

2.

a.

I will value and respect diversity and inclusiveness across all areas of my work by:

 Trying to understand their culture give respect to them.

 Respecting the diversity that we have and treating them equally without any biases.

 Diversity means many people from different culture, background, ethnicity which will
provide different dimension to the problem solving with different minds.

 Inclusion allows people to feel equally important boosting their confidence and
morale.

 It will also provide an opportunity to learn various things from each person and
develop our skill and attributes.

b.

I would contribute to the development of work place and professional relationship based on
appreciation of diversity and inclusiveness by:

 By being aware of unconscious bias that I could commit in my workplace.

 By attending diversity and inclusion training because it will help me understand how
cultural difference can impact how people in my work.

 Acknowledging festivals and cultural practices of all cultures and respect them.

 Making it easy for people to participate in employee resource groups.

 Giving equal importance to all colleagues regardless of their ethnicity, background,

gender and culture and not judging them.

c.

 Wearing proper PPE as and when required to ensure safety.

 Communicate the emergency plan and make sure exists routes are properly

 Practice safety rules and general working practices.

 Promote health codes and standards by arranging and attending workshops on the

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 importance of health a safety and cleanliness.

 Promote mental healthiness and practice proper manual handling.

3.

a.

We can show respect for diversity in communication with all the people by:

 talking and communicating in common language English

 by avoiding the use of offensive language

 by avoiding stereotyping

 becoming a good listener

b.

Verbal communication

 maintaining voice tone

 maintaining voice is speed

 maintaining voice and volume

 speaking language that is common

 using popular vocabulary and grammar

 using simple and clear language and speaking slowly

Nonverbal communication

 Gentle gesture and body language

 showing nice facial expression

 maintaining proper eye contact

 maintaining distance and respect their personal

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c.

They strategies employed when a language barrier exist are as follows

 speaking slowly and clearly

 maintaining a normal volume

 using clear and simple language

 employing the use of communication aid

 responding appropriately to emotions and repeating yourself

d.

We would seek assistance from interpreters or another person by

 consulting with supervisor

 referring to the policy of a company for using interpreter services

 by contacting other service team for further support if further assistant required.

The issues the issues that may cause communication misunderstandings or other difficulties
are as follows;

a. Cultural ignorance and insensitivity: The lack of cross-cultural experience or cultural

sensitivity may either over if synthesized or underestimate the influence of culture
when working with cultural communities.

b. Lack of awareness of different societal lifestyle practices: The lifestyle that we live in
and some information that we need to know if in case if we are not able to
understand may cause communication misunderstanding.

c. Differences in cultural practices: Some is misunderstanding might be caused due to

cultural practices for example like Temple and church for prayers etc.

d. Differences in perspective of illness and treatment: Cross cultural misunderstanding

happens when client visits doctor or dentists during assessment diagnosis and
treatment process.

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e. Miscommunication and misinterpretation: Miscommunication and misinterpretation is

the other factor for cross cultural misunderstanding and conflict where language
barriers exist.

4.

b.

Difficulties can occur because of poor communication, a lack of patience or because people
make judgements based on their own cultural values. English translation or the use of slang
and colloquialisms can be stressful to people from other cultures. So, can speaking too
quickly or too low or too high a volume, not listening actively, not asking questions, using
offensive body language and gestures and or inappropriate humor. Therefore, because of
this conflict and cause misunderstanding between people from different cultural
backgrounds, which impact on the working environment resulting poor outcome in the
organization.

4.

c.

I could make an effort to sensitively resolve difference, taking account of diversity

considerations by:

 By identifying issues that may cause conflict and try to resolve it by talking to each party
in conflict.

 By considering cultural differences if difficulties or misunderstandings occur and maintain

calm and patience throughout.

 By addressing difficulties with appropriate people and make them clear about their fault
abd help them understand their differences.

5.

It was the time when I had gone for my placement recently for completion of my certificate
in Individual Support. During that time, I had to interact with different resident from various
religion, country and culture. At that time, I was unable to understand some of them as they
were speaking in their native language. It took a lot of time to understand some of them and
with some research and learning few words of their language from online and with the
guidance seniors, workers there I was finally able to understand what they actually meant. It
was really quite challenging to learn the words but with the help of everyone in their I had a

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very good experience in learning new language, and they were respective of their language
and culture and had very good working environment.

6.

It is really important to provide a culturally safe environment, where staff must acknowledge
and respect the diversity of clients and co-workers and adopt work practices so that cultural
needs of co-workers and clients are met. The co-worker and client will be comfortable in
expressing their cultural identity and through this only worker will feel respected and valued
that will ultimately build healthy work relationship.

7.

Diversity means more than just acknowledging or tolerating difference. Diversity is a set of
conscious practices that involves understanding and appreciating interdependence of
humanity cultures and natural environment. In addition, it is practicing mutual respect for
qualities and experience that are different from our own. There is also need to understand
that diversity includes not only ways of being but also ways of knowing or recognizing
personal cultural and institutional discrimination.

8.

Different cultures and community attitudes may impact on people the way of person
conducts their work, their thought process as well as the way they handle the problems and
conflicts that comes in their way. Community and culture play a very vital role in shaping the
attitudes and influence the person’s views, behavior and beliefs. For example, any activity or
act may be normal for one culture but in other culture it might be illegal to do so. Words and
gestures used can impact the way people view things. Being socially aware using
appropriate terminology and avoiding stereotyping will creates cross cultural relationships.
The workplace policies can also influence the way someone conducts themselves in the
workplace, how the organization aims to reach the vision and mission, valuing diversity staff,
and how to work culturally diverse staff, clients and the client’s families.

9.

The four features of diversity in Australia are:

 Political

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 Social

 Economic

 Cultural

Due to various cultural, socio-economic, and life-style backgrounds. When people come
from different background, they have different ways of speaking, different habits and different
methods of doing things. When this is embraced in the work environment it will induce new
ideas and creativity that will result in synergic outcome. Likewise, it will create great impact
in economy and boost the economy where people will generate work and development.

10.

It is against the law for anyone to discriminate a person based on their color, race, gender,
age, background and ethnicity. Under the FW ACT, there are a number of remedies and
penalties for adverse action on discriminatory grounds. The maximum penalty for
contravention of the unlawful discrimination protections is $63000 per contravention for a
corporation and $12600 per contravention for an individual. Therefore, it is duty of an
employer to maintain harassment and discrimination free working environment and failure to
do so can result in fines and penalties as per the legislation.

11.

Human rights are those that are based on the principles of dignity, equality and mutual
respect regardless of religion culture. It is usually about being treated fairly and equally. The
Universal Declaration of Human Rights sets out the basic right and freedom that implies to
everyone. All human beings are born free and equal in dignity and rights. The Human rights
includes right to education, right to life, right to work, freedom of expression of interest and
others as well. In relation to workplace and community sector it declares that

1. Everyone has the right to work and favorable conditions of work and to protection against
unemployment.

2. Everyone has the right to equal pay for equal work without discrimination.

3.Rights and responsibilities of workers, employers and clients, including appropriate action
when rights are being infringed or responsibilities not being carried out.
4. Ensure an existence worthy of human dignity and provide by other means of social
protection.

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12.

If there are any human rights are infringed then we can follow following measures:

 Make a complaint under the AHRC Act, if there is any human rights infringed.

 Make a complaint to the Ministry of health and long-term care also make the organization
manager aware about the situation.

 Take the matter seriously enough to address your concerns with or without the support of

your trade union or professional association.

Likewise, we can also make complaint in writing or by speaking to any staff of the home. The
law says that the long-term care home must respond to your complaint within 10 business
days from the date they receive it. The home must let you know what they have done it. It is
important to keep notes about your complaint. In addition, we also need to seek professional
help of a lawyer, who can give proper advice about the further process.

13.

a.

Culture, Race, Ethnicity: Culture has to do with the language, religion and customs that
characterized a particular groups way of life. For example, European and Asian culture have
their own differences in term of language religion and many more.

Ethnicity refers to the national background with which a person is identified.

Race is a social construct that’s often associated with skin color and other physical features,
which can be white or dark and height and so on.

b.

A disability is any continuing condition that restricts everyday activities. Disability can be
related to various aspects such as an intellectual, psychiatric, cognitive, neurological,
sensory or physical impairment or a combination of those impairments. which is permanent
or likely to be permanent.

c.

Religious belief related to mythology, supernatural or spiritual aspects of a religion. Religious

belief is distinct from religious practices or religious behaviors such as people believing in
Hindu and Christian religion has different religious practices.

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Spiritual belief includes the relationship to a superior being and are related to an existential
perspective on life, death, and the nature of reality. Spiritual belief is more of an individual
practice and to do with having a sense of peace and purpose.

d.

Transgender is a person whose sense of personal identity or gender doesn’t correspond to

the sex they were assigned at birth.

Gay is a term that is used to describe a person’s sexuality especially of a men who are
attracted to men in a romantic or emotional sense.

Lesbian is a term that is used for women who prefers a woman to have a romantic and or
sexual orientation.

Intersex is a term that describes people born with any characteristics including
chromosomes, sex hormones, or genitals. For example, a person might be born appearing
to be a female on the outside but have male parts of inside.

e.

Generational refers to the group of individuals that belong to a particular generation. In other
words, it refers to relation or characteristic of all the people born and living at about the same
time collectively. For example: baby boomers generation, millennials and generation z have
same thought process and behavior among them but different if compared with other
generation.

14.

a.

The potential needs of marginalized groups including the protective factors are:

 Positive attitude, values and beliefs.

 Good physical, mental, spiritual and emotional health.

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 Positive self-esteem and good parenting skills

 Parental supervision.

 Strong and social supports and conflict resolution ability.

b.

The potential needs of marginalized groups including the physical, mental and emotional
health issues/care needs are:

 Try to avoid conflict and understand them

 Seek out marginalized voices and perspectives.

 Educate the community and listen to them carefully.

 Provide support to them as and when required.

15.

The discrimination, trauma negative attitude impacts in people, negative attitudes can have
a detrimental effect on people. They will be sad, depressed, and demotivated to perform
their everyday duties or work. Likewise, discrimination make people feel judged, mistreated
against, it’s hard not to feel hurt and angry, which affect their emotional ability. They won’t
put their opinions with fear of receiving further discrimination. In some cases, it can also lead
to suicide.

16.

The workplace that includes diverse racial, religious, and ethnic backgrounds and genders
with varied lifestyles and approaches to life instead of trying to make everyone make
everyone same always prospers. Diversity acknowledges, peoples difference into the way
people communicate and interact. Therefore, in order to support an organization, we can do
it by respecting the differences and makes them work for the organization. In addition, by
allowing and encouraging new ideas and opinion and prepare inclusive environment to work
and also organize various workshop and participating in it to promote organizational
diversity. Other activities include: cross cultural work teams and training, Inclusion policy in
decision making, use of interpreters if required.

17.

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The influences and changing practices in Australia that impact on the diverse communities
that make up Australian society are:

Difficulties in adjusting to the new society such as problem in socializing

 Unemployment and low income

 Poor health outcomes

 Communication and language barriers

 Family break down and stereotyping

18.

 Dispossession of land and Family break down

 Mental health issues along with social and emotional wellbeing issues

 Grief and loss issues

 Poverty, racism, unemployment and Poor health outcomes

 Poor housing standards, Below standard literacy

 Alcohol and substance abuse/Misuse

19.

 Some of the Aboriginal and Torres Strait Islander groups wish to retain their unique
culture but due to current society condition they are losing their identity.

 Many Aboriginal and Torres Strait Islander young people has lost their interest in their
culture resulting discontent and conflict.

 Many Aboriginal and Torres Strait Islander people were moved to missions or reserves,
where they were forbidden to speak their own language or maintain their cultural practices in
past days resulting stolen generation and culture.

 Many lost their language and cultural identity as they were expected to adopt European
dress, language, religion, lifestyle and cultural values.

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20.

The impact of diversity practices and experiences on others are:

o It helps to find about peoples different backgrounds and skills.

o Enhanced working relation with people.

o An increased ability to be flexible and creative

o Ability to deal effectively within an organization as general community is diverse.

21.

The thoughts of human needs and rights are firmly associated human rights that apply for
each individual. Human needs including the need to have food, cloth, shelter, in an any
environment of satisfactory mental and physical wellbeing; to have security and assurance
from physical harm; to share with friends and family in common respect. Human rights were
made up front with the widespread affirmation of human rights with focused the world's
consideration on moral standards reflected in characteristic rights and in universal law. They
are viewed as rights innate to every single person, and transient religion, ethnic source or
geological area.

22.

Discrimination is defined as distinguishing differences between things or treating someone

as inferior based on ethnicity, sex, nationality, age, or other characteristics. In other words,
discrimination is the prejudicial and/or distinguishing treatment of an individual based on
their actual or perceived membership in a certain group or category, in a way that is more
awful than the manner in which individuals are typically treated.

23.

The three things are mentioned below:

 Sustaining awareness of diversity: Provide information on workplace diversity to all

staff and customers who are working in that place, which can be done through formal
training with staff and informative flyers and posters.

 Demonstrating commitment to diversity: This can be done by treating others with

respect, courtesy and consideration, demonstrate workplace diversity, support

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flexible working arrangements and recruiting staff based on processes and fair
selection decisions based on merit.

 Maintaining a safe and secure work environment: For this organization can give
required support for employees by providing information, teamwork to build an
environment in which everyone can fully participate, be open minded, respond and
listen to the views of others.and also treat others with respect, courtesy and not
tolerating any kind of harassment or discrimination .

24.

The few steps that can be helpful to become culturally competent are as follows:

 Personal recognition and acceptance that all types of cultures have equal influence
on our lives.

 Personal awareness that oppression is pervasive in our society. It is part of our

history and, as much as we may want to escape that fact, it colours our relationships

 The acceptance that there are cultural differences, and we need to learn to respect
what we may not always understand.

 Have the humility to accept that we do not know everything about other cultures, and
ever will but we need to ascertain we know about the specific groups with whom we
are working .

 A willingness to pursue that information in all of the ways available to us and having
the courage to identify and confront our personal resistance, anger, and especially,
our fears.

25.

Four tips that can be helpful for responding to diversity in work place are as follows:

 Developing non-discriminatory attitude

 Acknowledging diversity and respect every diverse people and culture

 Avoid racial jokes with workers

 Try not to offend their cultural practices

26.

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The four key valuing behaviors diversity are listed below:

Finding out about peoples' different backgrounds and skills

Active listening to different viewpoints and perspectives

Treating people as individuals, not as representatives of a group

Creating opportunities to interact with people who are different

27.

The four commonwealth acts which cover discrimination in the workplace are:

o The Racial Discrimination Act 1976

o The Sex Discrimination Act 1984

o The Disability Discrimination Act 1992

o The Human Rights and Equal Opportunity Commission Act 1987

28.

Discrimination in language means that the language is not respectful or accurate in its
references to particular individuals or groups of people. Therefore, when communicating at
work, everyone is obliged to use inclusive language, and avoid stereotypes. The use of
languages such as changing the words to eliminate the generic he by using both male and
female pronounce (that is he/she) or using plurals that is (they) is appropriate in workplace.

29.

Non-verbal communication is the transmission of messages or signals through facial

expressions, gestures and touch. Body language is a type of a non-verbal communication in
which physical behaviors, as opposed to words, are used to express or convey the
information. Such behavior includes facial expressions, body posture, gesture, eye-
movement, touch and the use of space.

30.

The four ways to help overcome the communication difficulties across cultural and

linguistic bond are:

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 Maintaining normal volume

 Paraphrasing

 Using clear and simple language

 Responding to emotions appropriately.

31.

Usually in the situation where one has to make decisions regarding their life might use a
professional interpreter when there exists a language barrier, such as:

 Care planning

 Legal advice

 For Medical consultation, in context of changes in medicine or dosage to be taken

 For Discussing test to be done and the outcomes.

32.

The four of the issues that may cause conflict in a culturally diverse environment are as

follows:

 Derogatory comments

 Put-downs and use of Offensive language

 Commenting on a person's physical appearance

 Ignoring or isolating behaviour

33.

The step that can be respond to cross-cultural conflict in workplace are:

i. Remain calm and try not to be influenced by emotions

ii. Inform the instigator that their behaviours are inappropriate or offensive, but make it
clear that it is their behaviours that you find offensive and not them

iii. If the person involved offers you an apology, accept it If they don’t offer an apology,
let it go once.

iv. However, if same behaviour continues, then proceed to take action.

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v. The parties involved may determine the course of action to be taken as per
organization policy.

34.

Few steps can be followed to deal with complaining clients are:

 Listen carefully to what the customer has to say and let them finish as active listening
helps to open up and avoid misunderstandings

Establish nature of complaint by trying to find out the involved person and obtain as much
as information and detail of the complaint.

Take action to resolve complaint to clients satisfaction and you should always offer them a
solution to the problem, and if you cannot directly fix the problem, offer them something else
to try and keep them satisfied, which can be a genuine apology.

 Refer the unresolved complaints to supervisor or someone who can solve, such as senior
staff or manager and make sure to inform the person how long the wait will be, or what to
expect and always remember that, it is the little things that make the difference.

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