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PERFORMANCE CRITERIA REQUIRED
ELEMENT Italicized terms are elaborated KNOWLEDGE REQUIRED SKILLS
in the Range of Variables
shared vision and workplace and
understanding of community as defined
and commitment to by divergent culture,
team, departmental, religion, traditions and
and organizational practices
goals and 2.8. Teamwork and
objectives collaboration skills
2.7. Strategies for 2.9. Intercultural relations
customer service and mutual
excellence acceptance
2.10. Customer service
excellence
3. Identify 3.1. Diversity-related conflicts 3.1. Understanding, 3.1. Cross-cultural
common within the workplace are valuing, and communication skills
issues in a effectively addressed and leveraging cultural 3.2. Communication skills
multicultural resolved. diversity – reading, writing,
and diverse 3.2. Discriminatory behavior 3.2. Promoting conversational skills
environment towards customers/ inclusivity and 3.3. Affective skills –
stakeholders are conflict resolution establishing rapport
minimized and addressed 3.3. Addressing and empathy,
accordingly. workplace understanding, etc.
3.3. Change management harassment 3.4. Active Listening
policies are in place 3.4. Managing change 3.5. Openness and
within the organization. and overcoming flexibility in
resistance to communication
change 3.6. Giving/receiving
3.5. Advanced feedback
strategies for 3.7. Teamwork and
customer service collaboration skills
excellence 3.8. Intercultural relations
3.6. Enterprise policies and mutual
on workplace acceptance
diversity 3.9. Advanced customer
(Workplace service excellence
Diversity Policy) skills
3.10. Conflict
management and
resolution skills
3.11. Assertiveness and
Negotiation

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TR - Visual Graphic Design NC III (Version 01) Amended February 27, 2018