7791 Display cultural awareness in dealing with customers and colleagues NQF 4 Credits 4

PURPOSE OF THE UNIT STANDARD Each learner should be able to communicate effectively with tourists of different cultures. Learners should also be able to take steps to resolve differences that arise as a result of cultural diversity.

SPECIFIC OUTCOME 4 Identify South Africa's main international tourist groups 1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes 2. Evaluate the learner's ability to meet the outcomes consistently 3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes 4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes 5. Counsel the learner on future assessments, necessary learning and further qualifications SPECIFIC OUTCOME 5 Interact with tourists using appropriate verbal and non-verbal communication at all times 1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes 2. Evaluate the learner's ability to meet the outcomes consistently 3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes 5. Counsel the learner on future assessments, necessary learning and further qualifications SPECIFIC OUTCOME 6 Identify the main population groups 1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes 2. Evaluate the learner's ability to meet the outcomes consistently 3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes 4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes 5. Counsel the learner on future assessments, necessary learning and further qualifications SPECIFIC OUTCOME 7 Show consideration for cultural norms and differences of main population groups 1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 2. Evaluate the learner's ability to meet the outcomes consistently 3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes 4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes 5. Counsel the learner on future assessments, necessary learning and further qualifications

UNIT STANDARD RANGE Range statements are included with specific outcomes as necessary.

SPECIFIC OUTCOME 1 Explain the importance of being knowledgeable about the culture of overseas visitors 1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 2. Evaluate the learner's ability to meet the outcomes consistently 3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcome 4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes 5. Counsel the learner on future assessments, necessary learning and further qualifications SPECIFIC OUTCOME 2 Explain the importance of awareness of communication 1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 2. Evaluate the learner's ability to meet the outcomes consistently 3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes 4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes 5. Counsel the learner on future assessments, necessary learning and further qualifications SPECIFIC OUTCOME 3 Describe steps to prevent or resolve misunderstandings between visitors and staff 1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 2. Evaluate the learner's ability to meet the outcomes consistently 3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes 5. Counsel the learner on future assessments, necessary learning and further qualifications

SPECIFIC OUTCOME 8 Anticipate and deal with customer's needs within the context of their culture 1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 2. Evaluate the learner's ability to meet the outcomes consistently 3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes 4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes 5. Counsel the learner on future assessments, necessary learning and further qualifications SPECIFIC OUTCOME 9 Take appropriate action to resolve problems arising from cultural differences 1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 2. Evaluate the learner's ability to meet the outcomes consistently 3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes 4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes 5. Counsel the learner on future assessments, necessary learning and further qualifications SPECIFIC OUTCOME 10 Make suggestions to assist colleagues to deal with cultural differences 1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 2. Evaluate the learner's ability to meet the outcomes consistently 3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes 4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes 5. Counsel the learner on future assessments, necessary learning and further qualifications

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE Essential embedded knowledge is dealt with under the specific outcomes section where "demonstrated knowledge and understanding" is required