Module 1CS - Cultural Competency & Customer Service

Online Face to face Remote face to face

The aim of the course is to increase awareness of your own cultural values and cultural values different from your own; to help you recognise cultural differences and evaluate how the differences can affect cross-cultural interactions and communication; and develop skills to apply the principles of cultural competence in your interaction with CALD clients.

This course is intended for the health workforce working in primary care, secondary care or NGO services in customer service roles or non-clinical roles (eg receptionist).


  • This course has no prerequisites

This course is a pre-requisite for other CALD courses for Culturally Diverse Workplaces. The content of this course is similar to the Module 1 Culture & Cultural Competency course. It is suitable for the health workforce working in customer service or admin roles (eg GP/ward receptionists, pharmacists, triage nurses, volunteers) to gain cultural awareness, sensitivity, knowledge, and skills that are applicable in cross-cultural interactions.

Learning outcomes

At the end of the course, participants will:

  • Understand the need for cultural competency.
  • Be more aware of your own cultural values.
  • Understand and learn how to apply the four elements of cultural competency (cultural awareness, sensitivity, knowledge and skills) when working with clients from cultures different from one’s own.
  • Understand cultural sensitivity in practice.
  • Gain knowledge and skills to develop cultural competency in cross-cultural interactions.

On completing this course you will have developed new skills in cultural competency; and become aware of different cultural values and how assumptions, interpretations and judgements can impact on how we communicate with and understand our CALD clients or colleagues during interactions.


  • 4-hour for face-to-face in-person (facilitated by an educator)
  • 1.5-hour remote face-to-face training via video conferencing (an abridged version facilitated by an educator via zoom)
  • 3-hour online self-paced, self-reflective, and interactive learning (e-learning)

Related courses and resources

Online course

This module is available as a self guided 3 hour online course.


Face to face course

This module is available as a 4 hour trainer facilated face to face course.

Next course

Thursday 25th November, 2021, 0830-1230

Sir Brian Barrett Boyes Room, Greenlane Clinical Centre


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Remote face to face course

No courses currently scheduled.

Contact us to enquire

This course has certainly made me think about how I interact with people from other cultures

Although not relevant in my current position, this course has certainly made me think about how I interact with people from other cultures which I was not really aware of previously.

eCALD Learner

Very well written and engaging.

Very well written and engaging.

eCALD Learner

I am currently in O&G in CMDHB

I am currently in O&G in CMDHB, so a lot of patients don't have English as a first language and have other cultures - this will be important when considering birth and gynaecology problems as there can be different values and beliefs.

eCALD Learner

I enjoyed the use of videos and audios

I enjoyed the use of videos and audios to complement the text and what is being learnt. Very good quality!

eCALD Learner