Course Title: Work with diverse people

Part B: Course Detail

Teaching Period: Term1 2019

Course Code: GEDU6077C

Course Title: Work with diverse people

School: 365T Global, Urban and Social Studies

Campus: City Campus

Program: C4363 - Certificate IV in Community Services

Course Contact: Bronwyn Tanti

Course Contact Phone: 9925 9079

Course Contact Email:

Name and Contact Details of All Other Relevant Staff

Nominal Hours: 40

Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Pre-requisites and Co-requisites


Course Description

This course describes the skills and knowledge required to work respectfully with people from diverse social and cultural groups and situations, including Aboriginal and/or Torres Strait Islander people.

This course applies to all workers.

This course is delivered and assessed in a cluster with:

CHCCOM002 - Use communication to build relationships


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CHCDIV001 Work with diverse people


1. Reflect on own perspectives

Performance Criteria:

1.1 Identify and reflect on own social and cultural perspectives and biases

1.2 Work with awareness of own limitations in self and social awareness

1.3 Use reflection to support own ability to work inclusively and with understanding of others

1.4 Identify and act on ways to improve own self and social awareness



2. Appreciate diversity and inclusiveness, and their benefits

Performance Criteria:

2.1 Value and respect diversity and inclusiveness across all areas of work

2.2 Contribute to the development of work place and professional relationships based on appreciation of diversity and inclusiveness

2.3 Use work practices that make environments safe for all


3. Communicate with people from diverse backgrounds and situations

Performance Criteria:

3.1 Show respect for diversity in communication with all people

3.2 Use verbal and non-verbal communication constructively to establish, develop and maintain effective relationships, mutual trust and confidence

3.3 Where a language barrier exists, use effective strategies to communicate in the most efficient way possible

3.4 Seek assistance from interpreters or other persons according to communication needs


4. Promote understanding across diverse groups

Performance Criteria:

4.1 Identify issues that may cause communication misunderstandings or other difficulties

4.2 Where difficulties or misunderstandings occur, consider the impact of social and cultural diversity

4.3 Make an effort to sensitively resolve differences, taking account of diversity considerations

4.4 Address any difficulties with appropriate people and seek assistance when required

Learning Outcomes

On successful completion of this course you will have developed and applied the skills and knowledge required to demonstrate competency in the above elements.

Details of Learning Activities

This course involves classes where information is shared through talks and discussions, and workshops where exercises are conducted to apply learning. Time is spent during classes for students to work on group and individual assessment tasks.

Teaching Schedule

Week 1

Identifying and meeting legal requirements

  • The communication process, communication channels and methods
  • Understanding barriers to communication
  • Communication and diversity organisational policies and procedures
  • Developing active listening skills

Week 2

Building relationships

  • Developing rapport and building trust
  • Motivational interviewing
  • Communicating with groups
  • Dealing with conflict and negotiating outcomes

Week 3

Communicating with diverse people

  • Cultural awareness, competency and safety
  • Identifying and addressing the communication needs of with people who have disabilities
  • Using interpreters and translators
  • Seeking and responding to feedback on the effectiveness of communication

Week 4

Preparing written communications

  • Understanding organisational correspondence protocols and style guides
  • Maintaining privacy and confidentiality, and protecting copyright and intellectual property

Week 5


Week 6

Facilitating workplace meetings

  • Developing agendas and inviting participants to meetings
  • Chairing meetings, including dealing with conflict and encouraging participation
  • Presenting information
  • Seeking feedback from participants

Week 7

Facilitating meetings workshop (group 1)

  • Implementing and practising facilitation techniques
  • Role plays to chair meetings

Week 8

Facilitating meetings workshop (group 2)

  • Implementing and practising facilitation techniques
  • Role plays to chair meetings

Learning Resources

Prescribed Texts


Other Resources

Overview of Assessment

This course is delivered and assessed in a cluster with Use communication to build relationships (CHCCOM002).

Assessment task 1: Individual assessment

Assessment task 2: Individual assessment

Assessment task 3: Online quiz

Assessment Tasks

Assessment task 1: Reflect on perspectives when working with others. (Individual task)

Assessment task 2: Facilitate a meeting and evaluate own performance. (Individual task)

Assessment task 3: Complete one online, self-paced quiz on the key issues and concepts relating to communications and diversity in community services work.

Assessment Matrix

The assessment matrix is located in canvas at the end of each assessment task

Other Information

Please refer to the RMIT student page for extensive information about study support, assessment, extensions, appeals and a range of other matters:

Course Overview: Access Course Overview