Further information on this service can be found at:
Promote understanding across diverse groups 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
Causes of communication misunderstandings or other difficulties Discrimination Stereotypes Language barriers Personal issues Different perspectives Personal opinions Past experiences.
Case study – Parent at work
Barriers to effective relationships Include: Knowledge Attitudes Experience Cultural dominance
Promote understanding across diverse groups 4.3 Make an effort to sensitively resolve differences, taking account of diversity considerations
Conflict resolution tools They include: Identify the presenting problem(s) Discover the key stakeholders Understand legal compliance obligations Consider the depth of feeling around the issues Decide on an informal or formal approach Determine who will lead the resolution process Gain the agreement of the parties to participate in problem-solving Etc.
Promote understanding across diverse groups 4.4 Address any difficulties with appropriate people and seek assistance when required
Dealing with difficulties Closed or unreceptive attitudes Mistrust or misunderstanding of people, organisations, systems and/or processes Emotional states, such as fear, anger and frustration Mistrust and conflict Support Interpersonal conflict Intragroup conflict
Skills and Knowledge Activity
Major Activity This activity should take anywhere between an 1-2 hours to complete and can be found at the end of your workbook. Your instructor will let you know whether they wish for you to complete it in session time or your own time.
Summary and Feedback Did we meet our objectives? How did you find this session? Any questions?
Congratulations! You have now finished the unit… ‘Work with diverse people’