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School report notebook kit (cover, binder spine, divider tabs) LEARNER GUIDE Version Control Unit code Document version Release date Comments/actions BSBDIV501 1.0 15.05.2017 First draft BSBDIV501 2.0 04.10.2017 Second draft Copyright Copyright © 2013-2017 by CAQA Resources. Copyright protects this material. No part of this publication may be reproduced, distributed, or transmitted in any form or by any means, including photocopying, recording, or other electronic or mechanical methods, without the prior written permission of the publisher, except in the case of brief quotations embodied in critical reviews and certain other non-commercial uses permitted by Copyright Act 1968 (Cth). For permission requests, write to the publisher, addressed “Attention: Permissions Coordinator,” at the address below. Enquiries should be addressed to: CAQA Resources 2/10 Lawn Court, Craigieburn, Victoria – 3064 Australia www.caqaresources.com.au Printed in Australia. Disclaimer Although the author and publisher have made every effort to ensure that the information in this book was correct at press time, the author and publisher do not assume and hereby disclaim any liability to any party for any direct, indirect, incidental, or consequential loss, damage, or disruption caused by errors or omissions, whether such errors or omissions result from negligence, accident, or any other cause. Data and case study examples are intended to be fictional. Any resemblance to real persons or organisations is coincidental. If you believe that information of any kind in this publication is an infringement of copyright, in material in which you either own copyright or are authorised to exercise the rights of a copyright owner, and then please advise us by contacting the Director, Product, CAQA Resources, 71 Gentles Avenue, Campbellfield, Victoria - 3061 or Email
[email protected]. Acknowledgement Original content was written by Sukh Sandhu, Ben Thakkar, Shames Joshi and developed for publication by the CAQA Resources Development team. We thank the CAQA Resources instructional designers, resource writers, formatters, staff and management who contributed their expertise, time and resources. This is a property of CAQA Resources, a Career Calling Initiative. Introduction7 Chapter 1: Implement diversity policy8 1.1Locate and review diversity policy8 Workplace diversity8 Diversity policy8 Food for thought9 Key features of relevant current Legislations9 Importance of reviewing diversity plan12 Benefit of Diversity policy12 Food for thought12 1.2Determine its application to the specific work context13 Application of diversity policy in work context13 How to make organisation “Employer of Choice”13 Food for thought14 1.3Institute actions to ensure that the diversity policy is understood and implemented by relevant parties15 Importance of ensuring understanding of diversity policy15 Relevant parties16 Actions to ensure diversity policy is understood and implemented.16 Food for thought17 1.4Provide feedback and suggestions for improvement to ensure currency and efficacy of diversity policy18 Importance of feedback and suggestions18 Importance of maintaining currency and efficacy of diversity policy18 Food for thought18 Chapter 2: Foster respect for diversity in the work team22 2.1Address own prejudices and demonstrate respect for difference in personal interactions22 Prejudices22 How to demonstrate respect22 Food for thought23 Personal interactions23 Importance of addressing own prejudices and demonstrate respect to staff23 Food for thought24 2.2Aim for diversity in selecting and recruiting staff25 Selection and recruitment of staff25 Action to perform for diversity during selection and recruitment26 Importance to aim for diversity during selection and recruitment27 Food for thought27 2.3Identify and address training needs to address issues of difference in the team28 Issues of difference in the team28 Action to address issues of difference29 Training needs30 Food for thought32 2.4Manage tensions and encourage collaboration and respect between staff who struggle to work effectively with difference33 How tension in workplace generates33 Collaboration33 Respect between staff33 How to work effectively with difference33 Steps to manage tension and encourage collaboration34 Food for thought35 2.5Assist staff to see that working effectively with difference is a strength that can improve the organisation’s products, services and customer relations36 Working effectively with difference36 Organisation’s products and service36 Customer relation36 Benefit of working effectively with differences36 Assist employees to understand strength of diversity37 Food for thought37 2.6Manage allegations of harassment and address complaints according to established organisational procedures38 Allegation of harassment38 Example of workplace harassment38 How to manage allegation of harassment and address complaints38 Complaints procedure39 Food for thought40 Chapter 3: Promote the benefits of diversity44 3.1Promote the organisation’s workforce diversity in internal and external forums to enhance the company’s image and reputation44 Promotion of organisation’s workforce diversity44 Internal and External forum45 Image and reputation of company46 Benefit of promotion of workforce diversity in various forums46 Food for thought47 3.2Capture ideas and information from the diversity in the workforce to enhance products and services and contribute to competitive advantage48 Ideas and information48 Competitive advantage48 Way to capture ideas and information from diverse workforce48 Food for thought50 3.3Support organisational efforts to value diversity51 How can staff support organisation efforts to value diversity51 Food for thought52 Bibliography55 Introduction This workbook is about the skills required for: · Implementing diversity policy. · Fostering respect for diversity in the work team. · Promoting the benefits of diversity. This learner guide will help students to learn about locating and reviewing diversity policy to determine its application in a specific work context. It also helps to institute actions required to ensure understanding and implementation of diversity policy by relevant parties. It helps to provide feedback and suggestion to improve and ensure currency and efficacy of diversity policy. The guide will help the student to address their own prejudices and to show respect for differences in their personal interactions. Discuss the importance of aiming for diversity while selecting and recruiting staff and identifying and addressing training needs to address any issues due to the differences in teams. We will discuss how to manage tensions, encourage collaboration and respect between staff members struggling to work effectively. The guide will also include information why promoting an organisation’s workforce diversity in internal and external forums will often enhance the company’s image and reputation and how collecting ideas and information from a diverse workforce can contribute to a competitive advantage. What will I learn The learning materials will provide opportunities to harness skills and knowledge to manage workplace diversity by implementing the organisational diversity policies, promoting diversity and highlighting benefits of a diverse workplace in the team. Chapter 1: Implement diversity policy This chapter will help you learn how to: · Locate, review and determine diversity policy and its application in the workplace. · Perform actions to ensure understanding and implementation of diversity policies and collect feedback and suggestions for improving them. It is of great importance to any workplace that all staff members including managers, supervisors and employees understand what diversity is and how to promote and manage the many challenges that it can bring to the workplace. Diversity covers a very wide range of human attributes and qualities, all of which contribute to an organisation’s success. As a hospitality worker, you will encounter a diverse range of colleagues and clients and it is important that you are able to understand that each individual is unique and that you recognise, accept and respect those differences. Some differences are as follows: · Ethnicity · Race · Gender · Age · sexual orientation, · socio-economic status · physical abilities · religious beliefs · political beliefs and other ideologies · cultural background · educational level · expertise · learning / thinking styles · physical capability · working style · personality · languages · interpersonal approaches · life experiences In addition, is it important to remember the following: · four in ten Australians are migrants or children of migrants · people from over 160 different countries live in Australia · one in four Australians were born overseas · 13.7% of Australians were born overseas in non-English speaking countries · 18% of the Australian population has a disability · One in five people seek mental health services in their lifetime In order to work effectively with the diversity you will encounter in your workplace, whether colleague or client, you will need additional knowledge and skills. You will need to: · Be aware of your own; cultural background, attitudes, values, experiences and biases which might influence your own work practices and abilities; · Understand the need to educate yourself so you can best understand and address the needs of the clients with whom you are working. This might involve learning more about the social, cultural, psychological, political, historical and economic backgrounds of your clients and colleagues; · Recognise that ethnicity, culture, educational level, sexuality, age, life experiences and physical abilities may have an impact on behaviour; · Respect your colleagues and clients religious and spiritual beliefs and values; · Assist clients and colleagues to eliminate biases, prejudice and practices that are discriminatory; · Provide information in a language that everyone can easily understand. This may mean providing written, visual and/or oral explanation; · Consult others who know or follow the same religious practices to gain a deeper understanding; · Consider the specific needs of children, young people and elderly people; · Understand that some cultural groups have very definite views on the opposite sex providing services to individuals, for example only female workers may be able to assist female clients. You may have to adapt your work practices to allow for this; and · Consider cultural and religious views of homosexuality, transgender and non-traditional partnerships. As a hospitality worker, you are not expected to know the cultural and religious practices of every cultural and ethnic group with whom you work. Acknowledging that you are aware of possible differences and seeking clarification about what to do before taking action is the key to overcoming potential problems. Figure1.1 Diversity Appreciation Some potential areas of difference may include the following: Potential areas of difference Inclusive and appropriate practice Eye contact In some cultures, not making direct eye contact is a sign of respect, so for some clients it may not be appropriate for them to do so. Physical contact It may not be appropriate in some instances, such as a male worker touching a female client. Which part of the body can be touched? In some cultural groups it may be inappropriate to touch their head. Forms of address – for example greetings Can you address colleagues/clients informally? Or should you address them formally, for example as Mr or Mrs if they are older than you? What is the correct way to pronounce their name? Emotional expression In some cultures people may smile to cover their feelings of sadness, anger or just to be polite. They may not be feeling happy at all. Some people may express their emotions overtly or covertly, for example grief and loss which may cause confusion as their response might be misinterpreted. Personal appearance Appearance is a personal thing and who can deem what is appropriate or not appropriate? What are the definitions of clean/tidy? Personal belongings How should a client or worker’s personal belongings be handled? Making assumptions Don’t make assumptions of a person’s behaviour based on your own culture/belief system/religion/values. 1.1 Locate