Communicating With CALD Clients And Meeting Their Cultural And Spiritual Needs

Instructions

Please write your answers clearly in the space provided.  All questions must be answered, please ask your assessor if you don’t understand any of the questions.  If you require more space attach a page clearly marked with your name, the name of the unit of competency (which can be obtained from the front of this Assessment booklet and the question you are responding to.  Some questions may require you to reference the learning materials provided by Queensford College. Your assessor will ensure that you have been provided with all relevant documentation.

Agreed deadline for submission on or before:                               .

1.) Education

2.) Ethnicity

3.) Personal background

Assessor Use Only:

 Correct Written Response

 Correct Verbal Response (please provide notes)

Greeting the CALD client with their title (MR. or MRS.) and their last names and pronounce the same correctly

Speak in a clear way and pronounce the words properly

Rather than correcting, keep the manner encouraging,

Do not cover the mouth while speaking as it will make it more difficult for them to understand. Allowing them to see your mouth while pronouncing words will help them understand better

Instead of ‘Uh-uh’ or ‘Uh-huh’, say ‘No’, ‘Yes’

Rather than correcting, keep the manner encouraging

Remain patient

Assessor Use Only:

 Correct Written Response

 Correct Verbal Response (please provide notes)

Interpretation is way more than just translaton. The ethnicity of an interpreter is important

for a person because some of the clients do not want to have interpreters from a particular

community, for various different reasons, which can be in terms of political reason, social

reason or  due to confidentiality fears in the small communities, for example, for a

Bosman Muslim, it is inappropriate to provide them with Serbian interpreter.

Assessor Use Only:

 Correct Written Response

 Correct Verbal Response (please provide notes)

The term ‘culture’ refers to the characteristics and the knowledge of a specific group of

people encompassing a large range of phenomena including language, cuisine, religion,

music, social habits and arts. It is a social norms and behaviour prevailing in the human

societies. It is important to recognise and understand the differences between people

and their cultures because the world is becoming diverse increasingly in the recent years.

Hence, in order to build a community that is successful in improving condition and solving

problems and fights, understanding and appreciating the cultural difference is very important. This is because every cultural groups have their unique strengths and

perspectives that makes each of them different from the rest others and this can benefit the

larger community. With the same, understanding the cultures will also help in overcoming

and preventing the racial and ethnic decisions in the society.

Assessor Use Only:

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 Correct Verbal Response (please provide notes)

1.) Everyone need to be treated with due respect and understanding.

2.) Speak sensitively withut hurting annyone’s personal value and ethics.

Cultural needs of the clients could be met by learning about the basic information, which will

Make the clients feel special and comfortable. This may include access to strollers, prams or

wheels chairs, youth facilities, availability of other facilities for the disable people, passes for

families and senior concessions, babysitting or child minding, availability of supervised and safe

activities and facilities for the children of the clients.

1. By omitting the unwanted and illogical cultural beliefs of their

cultural that could make the client difficult to survive in the work place.

2. By promoting the beliefs which is necessary for the betterment of

the people

3. By respecting the cultures of other people as well

Assessor Use Only:

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 Correct Verbal Response (please provide notes)

Assessor Use Only:

 Correct Written Response

 Correct Verbal Response (please provide notes)

This is one of the major problems that almost every large company faces n their business

process. Language barrier is not a very big issue. In recent days, there are several ways by

which this can be handles easily. One can make use of translators or the interpreters in the

office in order to understand what client from different cultural background and language wants

to convey to the listeners. The company can also conduct trainings and provide language

classes to the employees so that they can acquire basic knowledge about the other languages

that could be used in the business. With the same, visual methods of communication is highly

beneficial for such type of problems.

Assessor Use Only:

 Correct Written Response

 Correct Verbal Response (please provide notes)

One of the major cons of family interpreter is that family and friend interpreters are not always neutral parties. They have emotional and personal attachments and they normally

do not want to upset their near and dear ones and also they do not want to be a bearers of any bad news. Using family interpreter may risk to compromising the accuracy,

confidentiality and neutrality. Instead of taking a neutrality role, family interpreters plays an advocacy role. On the other hand, professional interpreters makes informed interpreting

and translating decisions, which is based on their years of experience and study. With the

same, they are always bound by ethical obligations, which are relevant to the company.

Assessor Use Only:

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1.)  Employment of bilingual employees

2.) Using interpreters in order to ensure understanding

3.) Learning about the cultures and beliefs of the clients

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1. Promote mutual respect in the work place

2. Implement anti-discrimination policy

3. Create an environment that allows exchange among the participants

4. Set up cultural representatives and advisory boards

5. Encourage and establish an appropriate and positive relaionship with the people

6. Challenge the abusive and derogatory terms

Assessor Use Only:

 Correct Written Response

 Correct Verbal Response (please provide notes)

1.) Criticizing people on the basis of their differences

2.) Prejudices towards other people

3.) Harassing, putting down, laughing at and showing disrespect to the other employees in the workplace

4.) Judging on their languages, looks and dressing sense

These issues could be resolved by discussion, self assessing, seek assistance from the

colleagues and field officer, celebrating diversity in the workplace, respecting other people’s

culture, possessing an open-mind. Encouraging clients to share & participate, Not talking bad

behind their back, and allowing the clients to practice their values and beliefs in the workplace.

1. Education

2. Making use of the media and toys of other cultures

3. Sharing information

4. Learning some of the very simply and frequently used terms for communication

5. Obtaining relevant trainings

Assessor Use Only:

 Correct Written Response

 Correct Verbal Response (please provide notes)

Further Comments

Assessor Declaration: By signing below, I declare that all of the above activities have been satisfactorily completed and that I have verbally authenticated these if required.

Assessor Name

Assessor Signature:

Date

Language barriers are very common in the workplace. Mr. Palombo is facing a communication

problem, as he cannot speak English and most of the carers around him, speaks in English,

rather than Italian. Though there are few Italian speaking friends of Mr. Palombo but still, there

are days, when they are not around. At those days, Palombo feels agitated. However, one of

the English speaking carer has provided him a pen and paper to draw the things he wants and it

has worked great but this is not a solution for this problem. Hence, Palombo must try to learn

basic English at first, so that he could at least communicate with every carer. Researchers have

shown that the key factor in building up integrated and powerful teams is proximity. People

make assumptions about the characteristics of a particular member of a social and cultural

group and they act accordingly on them. Language sometimes serves as a barrier in

communication. Some of the ways by which people can improve the cross-cultural

communication includes education, clarity, open-mindedness, and respect. Also, proper training interventions can help a lot in overcoming the communication barrier.

Further Comments

Assessor Declaration: By signing below, I declare that all of the above activities have been satisfactorily completed and that I have verbally authenticated these if required.

Assessor Name1

Assessor Signature:

Date