Building Diversity Skills in the Transit Workplace Curriculum - Instructors Guide

Building Diversity Skills in the

Transit Workplace

Instructor’s Guide

A Destination Management Series

Palm Tran Training & Organizational Development Section

Building Diversity Skills

Palm Tran Training & Organizational Development |

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This course was developed by the National Transit Institute at Rutgers, The State University of New Jersey, in

cooperation with the U.S. Department of Transportation, Federal Transit Administration, Office of Safety and Security.

Several transit agencies have also contributed to this program. These materials are provided for informational purposes

only and are solely intended for the use of the transit industry. Use of the materials in this program has been reviewed

for compliance with local procedures and applicable State, Federal, and local laws and regulation, Palm Tran policies,

practices, procedures and collective bargaining agreements.

US Department of Transportation

Federal Transit Administration



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Introduction

Rapidly changing demographics make diversity awareness increasingly important in today’s

work environment. In order for your transit organization to continue to provide a safe,

reliable means of transportation and high-quality service to a diverse customer base, as well

as offer a first-rate work environment to its employees, it is essential to develop an

appreciation of the many differences and similarities in people.

Course Goal

The goal of this course is to strengthen communication and reduce conflict between

employees, and between employees and customers, by helping employees develop an

understanding of, and appreciation for, diversity in the transit workplace.

Course Objectives

After successfully completing this course, participants will be able to do the following:

Discuss the business case for valuing diversity in the transit workplace

Identify barriers to respecting and valuing diversity

Practice skills for recognizing, respecting and dealing with differences

Review strategies for valuing diversity in the transit workplace

Course Outline

The following three modules will be covered in this course:

The Business Case for Valuing Diversity

Defining Diversity Issues

A Diverse Nation The training session will begin with a 10 item pre-test and an overview of strategies for proactively valuing diversity in the transit workplace, and conclude with a 10 item post-test. All participants will be issued a certificate of completion. *EACH PARTICIPANT CHOOSES A “SALAD” INGREDIENT



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Building Diversity Skills in the Transit Workplace Pre-Test ANSWER KEY

1. Diversity is a legal compliance issue:

A. True B. False

2. The dimensions of diversity that make us different or similar to other include:

A. Race, gender, and religious beliefs

B. Education and job classification

C. Beliefs, thoughts and opinions

D. All of the Above

3. A barrier to your ability to value diversity can include:

A. Stereotyping others based on your experiences

B. Acknowledging different points of view although you may not agree

C. Cultural differences that make it difficult to communicate with others

D. Changing population demographics in the transit workplace

4. The most effective way to look beyond stereotypes in interacting with people is to:

A. Listen to what other people tell you about a person

B. Be more aware of your own biases

C. Judge a person based on your past experiences with others like him/her

D. All of the above

5. When interacting with a person with a disability you should

A. Ignore the person

B. Wait until an offer of assistance is accepted before acting

C. Not attempting to speak directly to a person who is hearing impaired

D. Always try to assist the person even if he/she is reluctant to accept your help

6. A person’s culture may influence his/her:

A. Communication style

B. Ability to perform certain job tasks

C. Need to feel comfortable with others in the workplace

D. All of the above



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7. Tips for overcoming language barriers include:

A. Use symbol, visuals, or other graphics to communicate

B. Interpret silence and long pauses as the other person’s reluctance to communicate

C. Disregard non-verbal clues

D. Use simple “yes” or “no” questions

8. A person’s position, title, role and/or job function should dictate how you treat him/her:

A. True B. False

9. Conflict and miscommunications among co-workers and customers can be caused by:

A. Recognizing people’s differences

B. Asking people questions about their culture

C. Stereotyping and labeling people

D. All of the above

10. An effective strategy for valuing diversity in the transit workplace is:

A. Always try to teach people about your own culture

B. Talk with people who are different from you

C. Treat everyone the same

D. Base your opinions about people on your past experiences with them



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The Business Case for Valuing Diversity

ANSWER KEY

Put an “X” in the box if you believe the statement is a fact (i.e., “true”) or fiction (i.e., “false”).

FACT or FICTION? Statement Fact Fiction

Diversity is a legal compliance issue. X

Diversity is about affirmative action and the hiring of

women and minorities.

X

Diversity is just about another person’s culture. X

Diversity does not include White men. X

Changing population demographics is a reason to

value diversity. X

Respecting differences can improve the quality of

our transit workplace. X

Valuing differences can help us to increase

ridership. X

Understanding diversity issues can help us to

communicate better and manage conflict effectively. X



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Defining Diversity Issues

What is “Diversity”?

The Term “diversity” is defined as:

*ACTIVITY – HAVE PARTICIPANTS PLACE “POST-IT-NOTES” ON FLIP CHART

There are many dimensions of diversity. These dimensions comprise who we are and extend

far beyond the EEO protections of race, sex/gender, age, color, ethnicity, national origin,

sexual orientation, religious beliefs, disability, military experience, and cultural background.

Diversity also includes other dimensions, such as physical attributes, income level, mobility

needs, education, occupation, and job classification. It also can consist of differences in

family status or situation, speech, language skills, communication style, hierarchy and

status, income and socioeconomic status, work experiences, beliefs, thoughts, opinions, and

ideas.

Diversity is not only about how we are different from one another. The multi-dimensions of

diversity also illustrate how we are similar to each other.

Barriers to Valuing Diversity

The following are barriers to valuing diversity that may impact our ability to effectively

respond to the needs of co-workers and customers:

Inaccurate perceptions you have of others and/or others have about you

Stereotyping others based on generalizations

Treating other based on the negative “label” you have given them

Excluding others through non-inclusive behavior

Key Points to Remember

There are many dimensions of diversity that make us similar and

different.

Stereotyping, labeling and excluding others are barriers to valuing

diversity.



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Defining Diversity Issues cont’d

What is a “Stereotype”?

*ASK PARTICIPANTS TO DESCRIBE STEREOTYPES

Getting Beyond Stereotypes

Awareness of stereotyping is the first step towards eliminating it. Self-awareness is self-

improvement; therefore start by examining your own beliefs. It is possible to move beyond

stereotypes by:

Recognizing your own stereotypical perceptions and biases

Making a conscious effort not to act upon these perceptions and biases

Seeking out factual information to objectively assess the person or situation

The Impact of Labeling on Others

Labeling sometimes occurs when we have a difficult time dealing with another person’s

differences. However, letting negative labels affect the way we treat others will have a

negative impact on our communications. It may increase the likelihood of workplace

conflict. Employees and customers who are labeled may feel disregarded, excluded, and

unimportant to our transit organization.

Working Together Productively

When interacting with Persons with Disabilities:

Avoid using negative terms when describing a person with a disability

Don’t lean on a wheelchair or other assistive device

If you offer assistance wait until the offer is accepted before acting

Never touch or distract a service dog without first asking the owner

Always verbally identify yourself when meeting or greeting someone with a visual

impairment

Make eye contact and speak directly to a person who is hearing impaired


To limit stereotyping, it is important to keep an open mind, be

aware of your own biases and seek out the facts before passing

judgment

Verbally identify yourself when greeting a person with a visual

impairment

Stereotyping and labeling can cause conflict and

miscommunications among coworkers and customers



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Defining Diversity Issues cont’d

Dealing with Cultural Differences:

Recognize that a person’s culture may influence his or her interpersonal relations and

communication styles

Food and eating habits may be different and unfamiliar to you

Use of space and body language may be different

Attitudes toward conflict may vary based on cultural backgrounds

Build trust across boundaries by acknowledging and respecting cultural differences

Effective Cross-Cultural Communications:

Be more aware of how a person’s culture may impact his or her communication style

(differences may vary regarding interpretation of eye contact, personal space,

handshakes, use of hand gestures, words and phrases)

Get to know people as individuals

Overcoming Language Barriers:

Be patient and don’t get frustrated, Speak clearly and slowly, not loudly

Use simple words and phrases, and avoid the use of slang words

Use symbols, visuals, charts, maps, or other graphics to communicate when available

and/or appropriate

Pay attention to non-verbal cues that signal a lack of understanding

Generational Issues:

Be aware of stereotypes about older/younger persons and don’t act upon them

Value the contributions of all employees regardless of age

Be careful of ageist comments and behavior

Hierarchy and Status Issues:

Don’t make snap judgments based on hierarchal/status labels

Get to know the other person’s point of view

An employee’s job position or title should not influence whether or not you treat them

respectfully


Understanding diversity issues in the transit workplace can

strengthen employee communication and reduce workplace

conflict

When speaking to someone with limited English speak clearly and

use simple words and phrases

Culture influences how people interact with others



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A Diverse Nation

According to the U.S. Census Bureau, by the middle of this century, the population of the

United States will be larger and more racially and ethnically diverse.

As of 2013, individuals who identify themselves as Hispanic, African American, Asian,

American Indian, Native Hawaiian, Pacific Islander, or mixed race comprised

approximately 39 percent of our population.

By 2050, minorities will make up more than 50% of the U.S. population. Source:

https://www.census.gov/population/projections/data/national/2014.html

EEO, Affirmative Employment and Diversity: Know the Difference

EEO laws help to ensure that race, sex, national origin, and other legally protected

characteristics are not considered in employment decisions. EEO is derived from Federal,

State, and local laws that govern all employment-related actions.

Affirmative employment regulations help identify and remove barriers to the hiring and the

advancement of minorities, women, individuals with disabilities, and veterans.

7% of the message pertaining to feelings and attitudes is in the words that are spoken

38% of the message pertaining to feelings and attitudes is paralinguistic (the way that

the words are spoken)

55% of the message pertaining to feelings and attitudes is in the body language

Mehrabain, A. (1981). Silent messages: Implicit communication of emotions and attitudes. Belmont, CA:

Wadsworth

According

to Albert

Mehrabain

’s Rule


Treat others respectfully regardless of their position, title, role or

job function

Listening to other without judging, being respectful of different

points of view and acting as a role model by learning about

different people are all strategies for valuing diversity

https://www.census.gov/population/projections/data/national/2014.html



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Building Diversity Skills in the Transit Workplace Post-Test ANSWER KEY

Name______________________________ Date____________________ Division____________________

1. Creating an understanding of diversity issues in the transit workplace will help to:

A. Strengthen employee communication and reduce workplace conflict

B. Hire more women and minorities

C. Identify legal compliance issues

D. None of the above

2. We all have many dimensions of diversity that make us similar and different from

others:

A. True B. False

3. Barriers to valuing diversity include:

A. Stereotyping based on our past experiences

B. Labeling others

C. Excluding others

D. All of the above

4. The following are ways we can limit the use of stereotypes:

A. Keep an open mind

B. Be more aware of our own biases

C. Seek out factual information to objectively assess a person or situation

D. All of the above

5. When interacting with a person with a disability you should:

A. Always assist the person even if he or she is reluctant to accept your help

B. Verbally identify yourself when greeting a person with a visual impairment

C. Pet a service dog so he or she knows you are friendly

D. Bend over and lean on a person’s wheelchair when you are talking to them

6. When speaking with someone with limited English skills you should:

A. Finish the person’s sentences for them to show that you understand what they

are trying to say to you

B. Speak very loudly and slowly to help the person understand

C. Speak clearly and use simple words and phrases

D. Use slang words to make the personal feel like he or she “fits” in at the

workplace



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7. A person’s culture may influence how that person interacts with others:

A. True B. False

8. Treat other employees:

A. Based on whether you like them or not

B. Respectfully regardless of their position, title, role and /or job function

C. The same way they treat you

D. Based on how comfortable you feel with them

9. Stereotyping and labeling others can cause conflict and miscommunications among

co-workers and customers:

A. True B. False

10. Which of the following are strategies for valuing diversity in the transit workplace:

A. Listening to others without judging

B. Being respectful of different points of view

C. Acting as a role model by learning about people who are different from you

D. All of the above

*ASK EACH PARTICIPANT TO PUT THEIR “SALAD INGREDIENT” INTO THE

SALAD BOWL AND EXPLAIN HOW EACH ONE HAS VALUE AND DIFFERENCES,

AND ADDS TO THE SALAD TO MAKE IT ONE BIG MIXED SALAD!

Documents

Building Diversity Skills in the Transit Workplace Curriculum - Instructors Guide