HLTHIR403C Work effectively with culturally diverse clients and co-workers

Assessor is to use this cover sheet to record the results of all the assessments in this unit.

Assessment Tasks Outcome

Unit:	HLTHIR403C Work effectively with culturally diverse clients and co-workers
Student ID:
Student’s Name:

Assessor’s Feedback

Assessors: Please return this cover sheet to the student, along with the assessment results and feedback. A copy must be supplied to the office and kept in the student’s file with the evidence. Please complete the table above.

Tasks included in this assessment:

Assessment Tasks	Title	Student Initials	Satisfactory/ Not yet satisfactory	Signature	Date	Re-submission Satisfactory/ Not yet satisfactory
Short questions Multiple choice questions	Assessment 1
Case Study 1	Assessment 2
Case Study 2	Assessment 2
Research Activity	Assessment 3
Assessor’s feedback

Assessor’s name & signature: ……………………………………………………………………………………………..

HLTHIR403C Work effectively with culturally diverse clients and co-workers

Assessments

To achieve a competent result for this unit, you must satisfactorily complete all the assessment requirements listed below. Your trainer/assessor will give you the timelines when these assessments need to be submitted.

Assessments for this unit are as follows:

Assessment Number	Type of Assessment	Description and location
Assessment 1	Short questions Multiple choice True-False questions	There are a variety of questions found in this booklet.
Assessment 2	Case studies	There are two case studies in this booklet. You are required to answer the questions that follow each case study.
Assessment 3	Research activity	There is a research activity that has to be undertaken by all students.
Assessment 4	Personal journal	Each student is to keep a journal of their daily activities while on clinical placements.
Assessment 5	Third-party observation	Each student will be expected to cover some aspects of this course at the workplace. Your assessor will give you more details.
Assessment 6	Work placement	There is a work placement element to this unit that must be undertaken.

Assessment 1 – Short questions

Instructions to the student:

Please read all the information given to you before answering. If you do not understand any of the questions, please ask your trainer/assessor for assistance.

You must answer ALL the questions in your own words.

1. Australia is referred to as a ‘multicultural society’. What does this mean?

2. How do migrants legally enter Australia at present?

3. What is meant by ‘CALD clients’?

4. Identify three possible cultural differences between yourself and a work colleague from Iran.

5. Outline three ways you could try to make a CALD client feel culturally safe in residential care.

6. Outline three ways you could show respect to a client from a culturally diverse background.

7. Briefly describe three different beliefs about the possible causes of illness other than the biomedical model.

8. Outline the six possible stages in developing cultural competence.

9. Name three procedures a residential care home could introduce to improve the appropriateness of service delivery to culturally diverse clients.

10. Outline a communication issue you should be aware of when speaking with an Aboriginal client.

11. What ethnic media could be provided for clients in residential care?

12. Name two possible difficulties for CALD families in accepting a relative with dementia.

13. Outline two things that would be important to a Muslim client as he nears death and after death.

14. What is a language barrier?

15. How might a mediator be used to resolve a conflict between a staff member and client?

16. From your experience, give your best tips for communicating with a person who speaks little English.

17. If someone asked you ‘what does normal mean to you’, what would you say?

18. Culture does not just mean ‘which country’ you are from or what religion you follow. Name six other factors to cultural diversity.

19. A woman complained that she was told not to breastfeed her baby while visiting a government-run institution. When the relevant department was contacted, they said that this was contrary to their policy and they would tell the relevant staff member that he or she had been wrong. They also undertook to provide further training to ensure that staff would implement their policy correctly.

What did the company do to ensure this type of discrimination did not happen again?

20. Tina, originally from Malaysia, has worked with a number of Fijians and sometimes she would touch their curly hair and tell them how nice and soft it feels. Then one day, she found out that in their culture, one is not supposed to touch people on the head—and that only the chief can do that.

What is the impact of the potential conflict in this situation and how could it be resolved?

Multiple Choice: Choose the correct answer. (For online students: delete the wrong choices.)

1. Which of the following aspects of a culturally diverse workplace may influence staff-client relationships?

a. Ways of communicating

b. Gender issues

c. Fluency in English

d. All of the above

2. Aboriginal clients in residential aged care:

a. may find it hard to settle into mainstream care

b. can easily adapt to mainstream care

c. can only be catered for in special Aboriginal care homes

d. should never enter residential care as it is against custom

3. Culturally diverse staff benefits the workplace because:

a. they bring different cultural knowledge

b. they may speak another language

c. they can identify with CALD clients

d. all of the above

4. Cultural awareness is:

a. a belief that our own culture is best

b. awareness of the fact that many different cultures live in Australia

c. awareness of differences in values, beliefs and traditions between different cultures

d. all of the above

5. Cultural stereotyping is:

a. believing that all cultures are the same

b. applying the same traits to everyone from a certain culture

c. believing that all cultures are worthwhile

d. all of the above

6. Ethnocentrism means:

a. believing your culture is the best culture

b. believing your culture is the same as other cultures

c. believing all Australians should adopt a single culture

d. all of the above

7. Following culturally appropriate work practices will:

a. improve your relationship with a CALD client

b. help a CALD client settle into care

c. show you care about them

d. all of the above

8. Cultural safety in aged care means:

a. ensuring the environment is free of hazards for CALD clients

b. providing care that accepts and reinforces the CALD client’s culture

c. making sure clients from different cultures are not sharing a room

d. all of the above

9. When working in a cross-cultural health team, it is important to:

a. be aware of different methods of communication between cultures

b. not talk with members from other cultures if they are shy

c. try to share work with someone from your own culture as they understand better

d. all of the above

10. Beliefs about the causes of illness may include:

a. medical/biological causes

b. religious causes

c. magical/supernatural causes

d. all of the above

11. A closed question is:

a. a question you already know the answer to

b. a question that can only be answered by yes or no

c. a question that can only be answered by yes

d. a question that can only be answered by no

12. Active listening means:

a. moving around to assist the client, but still listening

b. listening while you are doing your work

c. showing you are paying attention to the client when they are talking

d. all of the above

13. The largest percentage of our communication consists of:

a. spoken language

b. body language

c. written language

d. Signs and drawings

14. If you are constructing a health plan for a client who says yes to everything, what would you do?

a. Ask a family member to interpret

b. Book a professional interpreter

c. Ask a colleague to interpret

d. Any of the above would be correct

True/False Questions

1. Cultures are constantly changing.

a. True

b. False

2. In residential aged care, sexual preferences, such as wanting to share a room with a same-sex partner, cannot be catered for.

a. True

b. False

3. Residential care cannot ensure clients are looked after by the same gender worker, even if their culture demands this.

a. True

b. False

4. Religious and spiritual practices will vary between clients of different cultures.

a. True

b. False

5. A care home should not have to support cultural celebration days for all cultures in their care.

a. True

b. False

6. The care plan should have information on social/cultural issues for the client.

a. True

b. False

7. You are working with another carer and the client does not speak English, so it is okay to talk amongst yourselves.

a. True

b. False

8. If a client does not understand, you might try a language tool.

a. True

b. False

9. In an emergency when you do not understand the client, you can get a telephone interpreter.

a. True

b. False

10. Cultural differences can cause misunderstandings in the workplace.

a. True

b. False

11. Work ethics are similar in all cultures.

a. True

b. False

12. Using a mediator in conflict resolution can often be an appropriate way of dealing with the situation.

a. True

b. False

13. Pointing to something you like or need is normal for every culture.

a. True

b. False

14. If you don’t like Indian people, you can refuse to care for them.

a. True

b. False

15. An outside ethnic community can be asked to assist in providing culturally appropriate social entertainment for clients in residential aged care.

a. True

b. False

Assessment 2 – Case studies

Consider the following scenarios and answer the questions that follow each.

Case Study 1

Sang is a 26-year-old woman from Korea with an intellectual disability. Ten years after arriving, Sang now accesses a Disability Employment Support Service. Sang loves going to the service because the workers there understand that her English is ‘not so good’ and they realise that being Korean is very important to her and her family. They even invite people from the Korean community to come and talk about their culture. When Sang first got to the service, she was scared of using a telephone interpreter, but workers encouraged her and now she uses one all the time. She has been learning English and enjoys practicing with the workers and teaching them some words in her language, Han-gul. People at the service always ask her how she and her family feel about the support and activities they provide.

How does the service show respect for Sang and her family’s culture?

How does the service maintain an effective, trusting relationship with Sang?

What communication barriers existed and how were they resolved?

Case Study 2

Achmed is 26 years old and has cerebral palsy. His parents migrated from Lebanon just before he was born. He was diagnosed with cerebral palsy early in life. Achmed is Muslim. He lives independently and receives support services in his own home.

Achmed feels like he has never been in control of his life and is at the mercy of insensitive service providers. Ten years ago, he was playing some Arabic music and a worker told him to turn it off because she didn’t like ‘that wog s*^t’. When he complained, the manager told him that his music was offensive to some people and he should consider their feelings. Recently, he was watching the news on TV and he heard his personal carers saying that ‘all those bloody tea towel heads are criminals and terrorists’. He feels nothing has changed in 10 years but is too scared to complain because he thinks the service will be taken away.

Were the carers showing sensitivity to Achmed? Why or why not?

Why didn’t Achmed want to complain this time?

What could the service have done to demonstrate cultural appropriateness? What kind of strategies could they put in place to eliminate bias and discrimination?

Assessment 3 – Research Activity

Diversity in Australian society

You may have to refer to the following websites for information:

• The Australian Bureau of Statistics website www.abs.gov.au for the 2011 Census Quickstats and Census of Population and Housing

• The Australian Government Department of Immigration: Immigration and Citizenship fact sheets www.immi.gov.au/media/fact-sheets

• Type ‘overseas population statistics’ into Google for Australia and by state

If needed, reference your answers.

1. What percentage of the population of Australia is born overseas?

2. What percentage of the households in Australia speaks two or more languages in the home? What are the most common languages, other than English, spoken in Australian households?

3. What percentage of Australia’s population is in the over-65 age group?

4. What percentage of Australia’s population is of Aboriginal and Torres Strait Island heritage?

5. When were the Aboriginal and Torres Strait Islanders given equal rights?

6. What health problems are experienced by Aboriginal and Torres Strait Islanders that are different from the rest of the Australian population?

7. Why do Indigenous people find it hard to live in mainstream residential aged care homes? What is being done about this?

8. What benefits can you identify that have resulted from the cultural diversity of Australia?

9. What can you identify in Australian culture that has changed over the last 30 years?

10. How can aged care homes try to accommodate people from different cultures and who speak languages other than English?