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Chapter 3 Diversity in the Workplace

• What is Diversity?• Developing Cross-Cultural

Interaction• Increase Personal Awareness• Managing Cultural Diversity in

the Workplace• Establishing Inclusion Plans• Managing Diversity Issues

Positively

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Culture: Our values, the way we speak, behave, think, dress, religious beliefs, the music we like, our

interactions, and the food we eat.

Failure to understand these diversities can result in tension, poor performance and morale, and higher rates of turnover.

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Primary dimensions of diversity distinguishes individuals and groups:

• Culture• Ethnic Group• Race• Religion• Language• Age• Gender• Physical Abilities• Sexual Orientation

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Secondary dimensions of diversity are things that can

change:

• Occupation• Work Experience• Education• Income• Marital Status

CHAPTER 3Diversity

Leading Cultural Diversity in the Workplace

Supervisors & managers who are not able to handle diversity in the workforce are a liability.

Poor supervision can cost companies dearly in the following ways:• Discrimination lawsuits• Litigation time & money• Legal fees /settlements• High employee turnover rates• Negative community image

CHAPTER 3Diversity

How to Recognize and Practice Cross-Cultural Interaction

3 problem areas to overcome include:1. The tendency not to listen carefully or pay

attention to what others are saying.2. Speaking or addressing others in ways that

alienate them or make them feel uncomfortable.3. Using or falling back on inappropriate stereotypes

to communicate with people from other cultures.

CHAPTER 3Diversity

How to Recognize and Practice Cross-Cultural Interaction

To be an effective supervisor in a culturally diverse workforce, you must be able to:• Recognize the different ways that people

communicate.• Be sensitive to your own employees’ cultural values.• Adapt accordingly.

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Diversity

Examples of Cultural Differences

• Body Language• Personal Space• Eye Contact• Facial Expressions• Speech• Being Direct in Conversation

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DiversityLeading Cultural Diversity in the

Workplace

• Recognize, respect, & capitalize on the different backgrounds in our society in terms of race, ethnicity, gender, & sexual orientation.

• Diversity, or sensitivity, training is now commonplace in the corporate world.

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Developing Cross Cultural Interaction Skills

1. Increase personal awareness.

2. Recognize and practice cross- cultural interaction skills.

3. Maintain awareness, knowledge, and skills.

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How to Increase Personal Awareness

• Be careful about being culture bound: believing that your culture and value system are the best, the one and only.

• Learn various facts of other cultures• Take part in diversity or sensitivity training.

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Managing Cultural Diversity in the Workplace

• Recognize, respect and capitalize on the different backgrounds in our society in terms of race, ethnicity, gender, and sexual orientation.

• Create a balance of respect and understanding in the workplace.

• You AND your employees must be aware of the importance of respecting diversity when dealing with clients.

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Establish a Diversity and Inclusion Program

• Develop a mission statement that includes diversity and inclusion.

• Develop goals for diversity and inclusion for each key operating area.

• Develop objectives/strategies to show how the goals will be met.

• Develop measurements to monitor progress towards the goals.

• Monitor progress toward goal accomplishment

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Managing Diversity Issues Positively

• Listen to and get to know your employees

• Treat them equitably but not uniformly

• Watch for signs of harassment

• Foster a work climate of mutual respect

• Encourage and recognize diversity

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Gender Issues

• Make sure you do not show favoritism.

• Show the same amount of respect for both genders.

• Know the companies sexual harassment policies, and take misconduct seriously.

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Cultural Issues• Do not become culture bound (believe

that your culture is the best).• Learn some of the language used by

your employees (how to address them, phrases commonly used, avoid slang).

• Give meaningful and culture appropriate rewards.

• If employees have trouble with English speak clearly and slowly. Check to make sure they understand you.

• Avoid touching.• Be cautious about the interpretations

and use of gestures .

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Religious Issues

Be consistent in allowing time off for religious reasons.

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Age Issues

• Treat both young and older employees with respect. Make them feel like part of the team.

• Younger workers want to have fun while doing worthwhile work, listen to them and let them participate.

• Don’t have higher expectations of older adults than their peers.

• Don’t patronize.

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Differently-Abled Issues• Look at a differently abled employee as a

whole person with likes, dislikes, hobbies, etc. and encourage co-workers to do so.

• Speak directly to them.• They are good for the communities and

employers.• They may not be the most productive but they

show up for work on time and they work great with the staff and customers.

• Remember that the hospitality industry has responsibilities to provide job opportunities for all.