This document discusses the importance of reflecting cultural awareness in work practices. It emphasizes that culture influences people's behaviors, needs, and expectations. To provide quality service, community service workers must be aware of cultural influences and ensure clients feel comfortable. Diversity in the workplace should be valued, as different skills and perspectives enhance performance. Stereotyping removes individuality and can lead to discrimination. Instead, culturally appropriate practices respect each person's cultural background and needs.

1. HLTHIR403C
Work effectively with culturally
diverse clients and co-workers

2. ELEMENT 1: Reflect cultural awareness in work practice
This element addresses the following performance criteria:
• 1.1: Demonstrate awareness of culture as a factor in all human behaviour by using culturally appropriate
work practices
• 1.2: Use work practices that create a culturally and psychologically safe environment for all persons
• 1.3: Review and modify work practices in consultation with persons from diverse cultural backgrounds

3. 1.1, 1.2 - Demonstrate awareness of culture as a factor in all
human behaviour by using culturally appropriate work
practices and use work practices that create a culturally and
psychologically safe environment for all persons
1. 18% of the population with a disability
2. One in 5 people seeking mental health services in their life
Australia is often referred to as a multicultural nation because
In addition to diversity related to race or nationality, our society has
This means that within our society there are numerous cultural groups and sub-cultures that will impact on your work and your
work relationships. You will need to work cooperatively and responsibly with representatives from these diverse groups of people.
To do so you need to understand a little about what culture is and how it affects you and the people with whom you will interact at
work
. People from numerous cultures live together in Australia and share their knowledge, interests and customs. Without this
multiculturalism we would not have access to the wonderful range of ethnic foods, art works, retail products and customs that we
can currently incorporate into our lives. These things help to make our lives fuller, richer and more interesting. We must,
therefore, realise that this diversity contributes positively to our lives.
1. Four in 10 Australians are migrants or the children of migrants
2. One in 4 Australians were born overseas
3. 13.7% of Australians were born overseas in non-English speaking countries .
AND People from 160 different countries live in Australia

4. As such, culture has a great influence on people - on their needs, wants, expectations and preferences. In order to provide quality service and to
ensure that the quality of life of your clients/ customers is constantly improving, you must be aware of the ways in which culture influences people.
Your goal, as a community service worker, is to ensure that your clients or customers are satisfied with the product or service provided. Thus the
comfort levels of clients -both physical and physiological- must be managed in ways that ensure that services are culturally appropriate.
You will also need to develop suitably cooperative work relationships with colleagues, workmates and the organisation's management. Again, you
must ensure that your dealings with these people are based on awareness of difference and that the relationships are culturally appropriate.
Cultural values are so ingrained in us that we automatically behave in a certain way. This is part of the reason we find it difficult to understand
behaviour that is not the same as ours. If you are a Muslim it is hard to imagine the year without Ramadan. If you are a Christian you are unlikely to
have a year without Christmas. If you are brought up in a society where it is polite to avert your eyes when talking to other people, you will probably
be quite uncomfortable when people look straight at you during a conversation.
Cultural Influences:
1. How you act when you meet people for the first time
2. Who made your breakfast
3. Whether you live at home with your parents or not
4. Whether and how you prayed this morning - and to whom
5. How you ask to speak to someone on the telephone
6. What you think about men and women
7. What sort of social functions you attend
8. How you relate to co-workers who are younger or older than you
9. How you apologise and the things you feel you should apologise for
10. What you believe is polite behaviour
11. The way you express anger
12. What you think will happen to you when you die
13. Who or whether you will marry
14. What you chat about with people
15. How you greeted your partner or family members this morning

5. Diversity is the quality of being different and might stem from cultural differences related to gender, age, language, ethnicity,
background, sexual orientation, religious belief, family relationships and roles, social differences, educational level, life experience, work
experience, socio-economic background, personality geographic location and marital status.
Respect for diversity in the workplace is the recognition and exercising of acceptance of the different qualities, skills, qualifications,
experiences and attitudes of people. Valuing and seeing the advantages in diversity can improve the workplace for staff and their
customers or clients, in addition to enhancing the overall performance of the organisation. That is, your work colleagues will be a group
of diverse individuals with ideas, skills and attributes that are unique to themselves, and as such, each will make valuable contributions
to the workplace and to relationships with colleagues and with clients and customers. In recognising the value of these differences you
understand that such differences are necessary. If everyone were the same then they would all have the same skills and would all want to
do the same things. This would create massive skill gaps and would not make for workable service organisations.
Different groups of people have distinctive world views, behaviour and belief patterns, languages and ways of existing and
interacting with their environments. They might be diametrically opposed to your own world views. Yet they have as much right to
hold those views as you do to hold your views. It is, therefore imperative that you deal with people on the basis of their
individuality, rather than on the basis of perceived group affiliations. Respect the right of other people to be different and to hold
views which differ from your own.
Cultural difference can manifest itself in a wide variety of behaviours such as:
1. language (verbal and non-verbal),
2. social behaviour,
3. relationship expectations,
4. concepts of morality,
5. ethics,
6. time,
7. familiarity,
8. formality,
9. values,
10. good practice,
11. attitudes,
12. responsibility etc.

6. Each culture has its own ways of doing things, its own set of rules. If we are honest, most of us experience feelings of confusion, fear or
even anger where we are faced with behaviour we are not familiar with.
This is especially true if the behaviour does not follow the rules of our own culture. We tend to automatically believe that our way is the
right way and to fear or denigrate difference because we do not understand it. In some cases another person's behaviour might offend our
own values and we often forget that others have the right to hold values that differ from our own. This is when misunderstandings,
conflicts and prejudicial responses can occur.
Yet even though much behaviour is based on group affiliations, it is essential that individual difference be recognised and acknowledged.
Recognition of cultural difference must not become an excuse for generalisation and stereotypical expectations of conformity to cultural
values. Within apparent cultural groups are individuals who do not, or do choose to, share values, beliefs and characteristics with the
same intensity. These people form separate cultural groups or sub-groups. Classifying and making assumptions about the expected
behaviours of workmates or customers, based on culture, ethnicity or national identity etc., leads to stereotyping which is often incorrect
and confusing for the individuals involved. Additionally, it negates the worth of individual choice and individual difference. Not all the
people of a specific nationality or cultural affiliation will conform to behavioural expectations, assume the same outcomes, or be able to
participate at the same levels.
Stereotyping
Stereotyping can lead to discrimination, as it removes a person's individuality and over simplifies qualities that might have a passing
acquaintance with the truth. It places people into particular groups and attributes characteristics to them that might not necessarily be
attributable to them as individuals. For instance, the portrayal of people with a disability as helpless, mindless or suffering beings,
deserving of pity and sympathy is one stereotype that can lead to discriminatory treatment. Such people are attributed characteristics
pertaining to a largely erroneous perception of the group, and their individuality is not recognised.
Positive portrayal of people with a disability involves presenting them as individuals with variety of qualities. It does not mean that the
disability or learning difficulty should be hidden, ignored or deemed irrelevant, but it should not be the focus of description, except when
the person is being assessed or diagnosed so that further help can be provided.
[Which one is the “real” Aussie?]

7. Many stereotypes are based on misinformation and prejudice. They should not influence any of your working relationships. When dealing with
workmates, clients, customers and colleagues, be sensitive to each person's sense of self-esteem. Avoid derogatory labelling which can demean and
dehumanise people.
Culturally appropriate work practices
We like to know that our unique characteristics, qualities, cultural practices and needs are recognised and respected. Being aware and respecting the
person's cultural background and cultural practices in turn means you can provide services that are most beneficial. A person's cultural affiliations will
influence their needs and goals and the ways in which they would like to have these met. Recognising the individual and cultural differences of people
you are supporting is the first step in being able to tailor support and setting up a culturally and psychologically safe environment.
Find out what suits the person’s individual requirements by involving clients and their families (or an advocate or guardian) in the process of
identifying the needs and rights of the individual concerned - in a consultative and collaborative process.
By asking appropriate questions and involving clients in the design and development of their own care plans, you ensure that the client understands
they are the focus of the plan, that their needs are important and that their preferences, cultural needs and choices will be recognised and
accommodated as a priority. Consultative and cooperative procedures will result in the building of effective relationships between clients and carers or
children and their guardians. If communication and consultation continue at levels that identify and meet personal needs, then the client will be
assured of a culturally and psychologically safe environment. This will positively contribute to quality of life and to the general health and well-being
of clients and suit the real needs of the individual.

8. Review notes:
Here’s a quick quiz to review what you’ve learnt so far…..
CIRCLE THE CORRECT ANSWER:
1. How many Australians are of migrant origin? 4/10 6/10 3/10
2. How many Australians were born overseas? 1/3 1/ 4 1/5
3. How much of the population has a disability? 15% 16.5% 18%
4. Multiculturalism makes our lives richer True False
5. Some examples of differences in cultural lifestyles are:
_____________________________________________________________________________________
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6. Unscramble these important words and phrases: - espcrte rof veidtyrsi ------- --- --------- ,
7. - uelav fercnesefid ----- -----------
8. - qluae ghtris ----- ------
9. - dinitulayvidi -------------
10. How many culturally different behaviours can you list ?
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[Don’t worry if you couldn’t answer all these, you’ll learn more in the next session!  ]