Cert III - Business Management 2021 PDF

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BSBTWK301 - Use Inclusive Work Practices Diversity in Australia What is diversity? → it refers to having a range of people with various racial, ethnic, socioeconomic and cultural backgrounds and various lifestyles, experiences and interests. ~ This diversity can add value to an organisation, create an inclusive environment, strengthen positive relationships with the local community, bring new perspectives and encourage people from different backgrounds to engage the services or use the products of a business ~ To be respectful of diversity and the individual differences of others can help to develop social awareness - this refers to being sensitive to others and being able to put yourself in their shoes and understand their situation by educating yourself. Key areas of diversity and their characteristics may include: ➔ Culture - the customs, attitudes and beliefs of individuals in society ➔ Race - The physical differences and traits that exist from one person to another ( skin colour, face/eye shape or hair texture ) ➔ Ethnicity - a person’s nationality ( where they originate from ) ➔ Disability - a mental or physical condition ➔ Religious or spiritual - the belief and cultural system that a person dedicates their life to ➔ Gender - whether a person is male or female, based on their feelings, beliefs and attitudes ➔ Age - age diversity is important as younger people can learn a lot from people with experience ➔ Generational - people born in a range of generations ➔ Sexual orientation and sexual identity - the emotional feelings and attractions that a person feels for another in a romantic and/or sexual way. Good communication - Treat people with courtesy, politeness and kindness - Encourage people to express their ideas, opinions and concerns with no interruptions - Speak to people as you would want to be spoken to - Be positive - Use positive, open and encouraging body language - Take the time to praise people for their work and efforts. Be encouraging and recognise the hard work of others Cultural differences ~ Particular words and phrases that may not have meaning in other parts of the world. This includes: - Touching - Words - Numbers - Gestures

Equal opportunity and anti-discrimination legislation Equal opportunity and anti-discrimination laws ensure that all individuals are treated equally and fairly regarding employment opportunities, promotion, participation and access to services. ( Equal Opportunity Act 2010 ) -

Australian Human Rights Commission Act 1986 Age Discrimination Act 2004 Disability Discrimination Act 1992 Racial Discrimination Act 1975 Sex Discrimination Act 1984

Types of unlawful discrimination - Age, sex, race, colour and ethnicity - marital status and employment activity - personal association - political beliefs and religious beliefs - Disability - pregnancy/breastfeeding - physical appearance - sexual orientation and activity - family circumstances (e.g. family/parental roles/responsibilities) While it is generally illegal to discriminate against someone there are exemptions; where a facility, service, job or organisation is designed for a particular group in the community Legal Discrimination - Unsuitable accommodation - An organisation to benefit or service a minority group - upholding standards ( eg. school uniform policies and dress codes ) - Special facilities for disabled and handicapped - Age-based admission and scholarships - Types of employment restricted to a sex - Protecting, helping and reducing risk - Unsuitable candidate ( eg. bank loans, life insurance, credit cards. ) Discrimination is illegal in the following areas: » Accommodation – refuse to sell or rent out a property, evict tenants without process, denial of hotel/ camping ground accommodation. » Clubs (sporting, community, recreational etc.) – e.g. denied membership, unfair processing of membership, termination of membership, unfair treatment. » Education – e.g. expulsion of a student, denying an application, unfair treatment. » Employment – e.g. termination of employment, unfair interview, unfair advertisement, denying opportunities for promotion, further training and employment elsewhere

Workplace policies and procedures → Policy - Set of guidelines that outline how a business responds to an issue and communicates its vision and values and day to day operations. → Procedure - provides an explanation of how to comply with the policy Policies that relate to equal opportunity and anti-discrimination include: - Code of conduct - outline how employees must behave and treat others - Recruitment - advice on candidate selection, employee diversity and equal opportunity - Anti-discrimination - details how discrimination and harassment is not tolerated in the workplace - Working from home - beneficial for employees with mental or physical health issues or responsibilities with children - Leave - Social media - Performance and discipline - details of annual reviews, recognitions received promotions and disciplinary actions such as verbal or written warnings. Processes should also be put in place to ensure that the procedures are followed. These may include: » How to respond to complaints from employees and customers » Providing staff training to become aware of their responsibilities » Ensuring managers’ behaviours are consistent with a diverse and fair workplace » Identifying potential problems of discrimination or harassment Treating others in a non-discriminatory way: - Use generic and gender-natural language - Avoid stereotyping - Avoid labelling Accommodating diversity ~ This can be done by overcoming language barriers. Language barriers can make communication difficult but it is important to be respectful, patient and professional and take the time to do all you call to help them understand ( eg. those who do not speak English ) Strategies for overcoming language barriers include: - Using plain language - Using visual communication - Using repetition - Being respectful - speaking slowly and clearly without raising your voice. - Avoid slang and colloquialisms - Avoid acronyms and abbreviations - Provide assistance - Use interpreters.

Working effectively with individual differences ~To work effectively with others in the workplace, it is important to recognise these individual differences and give everyone the best opportunity to showcase their abilities. ~ Acknowledging a person’s skills helps them to feel valued as part of the team and organisation as a whole. ~ To perform at the optimum level, it is very important to allocate tasks according to people’s skills and abilities. To ensure employees specific skills are used to the best advantage the business could: - Keep copies of resumes and qualifications - Develop a skills and training matrix - Provide professional development opportunities - Encourage internal promotions Valuing diversity with customers and clients When adopting diversity and cultural differences, you need to: - Challenge and strip away stereotypes - Build significant relationships with people who are different from yourself - Avoid making assumptions about people - Look for commonalities and build a sense of shared purpose - Value inclusive behaviour and language - Provide opportunities at work for others to lead and learn - Encourage others to accept the collective mix of people - Set an example - Challenge others when you hear discriminatory remarks - Look for similarities and differences at the same time Cross-cultural misunderstanding → Refers to doing something incorrectly as a result of someone being either given the wrong information or have interpreted the information incorrectly -

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Diversity amongst co-workers can bring new ideas, opinions and ways of doing things into the workplace, which can add value to an organisation and can also provide better quality service for customers. Be aware of them when choosing how and what methods to use when communicating with people from diverse backgrounds Has the potential for serious consequences Take time to identify social and cultural issues

Communication styles - Words and phrases are used in different ways from one culture to another - non-verbal communication elements can also cause misunderstandings ( eye contact and body language ) - Bear in mind that people behave differently in different situations

An inability to listen - Ineffective listening is considered one of the top causes of misunderstandings - Listen without interrupting until the person speaking to you has finished speaking - Ask any clarifying questions that you may have - Pay attention and do not get distracted - Take notes if given a lot of information. Cultural behaviours Examples of everyday behaviours that may be considered offensive and rude to other cultures may include: - Blowing your nose - Open mouth laughing - Using your left hand - Spitting Completing work tasks - People from diverse backgrounds will approach work tasks in different ways - In Asian cultures, it is more important to create a relationship tackling work tasks - Australians and many Europeans place more emphasis on the task at hand and complete it immediately Dealing with misunderstandings When difficulties or misunderstandings occur, it’s important to consider the social and/or cultural differences which may have caused them. Once aware of possible misunderstanding, must approach the person and try to sensitively resolve the differences, accounting does any diversity considerations. Some ways you can resolve differences sensitively include: - Not judging people - consider how they might be feeling and why. - Not issuing blame - Offering support - Showing empathy - by listening to them and providing open, honest and supportive feedback. - Seek the assistance of others Accommodating people with disabilities Employers have a duty to make reasonable adjustments to a working environment to accommodate an employee with a disability. Adjustments in the workplace can include: - Work premises, equipment or facilities - Work-related communication - Work methods - Working arrangements ( eg. working hours, leave entitlements) - Methods used for testing, assessment, selection, including recruitment - Work-related rules

Adjustments for mobility impairment - Ramps - Stairlifts - Automated doors - Height adjustable workstations - Handrails - Adapted furniture or equipment Adjustments for low vision or blindness - Contrasting work surfaces - Braille or tactile maps - Screen magnification - Video magnifiers Adjustments for deafness - Hearing loops - Vibrating or visual alarms - Auslan interpreter - Videophones - Subtitles Adjustments for learning disabilities - Electronic devices to assist with memory and planning - Screen reading software - Speech to text dictation software - Verbal instructions Adjustments for mental health issues - Flexible working arrangements - Longer or more frequent breaks - Partitioned area or private offside to reduce noise distractions - Regular meeting with supervisor The benefits of a diverse workplace - Wide talent pool - Different perspectives - Better employee performance - Increased profits - Improved cultural awareness Promotion your business as an inclusive workplace There are steps a business can take to promote themselves as inclusive to both employees. Client and their competitors. This include: - Regular staff training on discrimination, diversity and the business policies and procedures - Use images of culturally diverse people in their marketing - Advertise on employment websites targeted at diverse candidates - Offer internships and scholarships to under-represented groups

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Include diverse people in interview panels Create cultural awareness programs and opportunities such as volunteer days Allowing employees to take time off work for religious holidays that may not be officially observed by the company Address any gender pay equality Build a multi-generational workforce - people of different ages often have quite discrete skills Consider multi-cultural needs at social events - this might include celebrating different cultural holidays or providing for specific dietary needs.

Learning Checkpoint 1 1. Diversity is having a range of people with various racial, ethnic, socioeconomic and cultural backgrounds and various lifestyles, experiences and interests. 2. The difference between race and ethnicity is about a person’s nationality and where they originally come from. Whereas race is about the physical differences and traits that exist from one person to another such as their skin colour or the shape of their eyes. 3. Diversity can help in a business as it gives the business the opportunity to bring different skills and knowledge together and enhance the quality of the service or the product. Having an inclusive and diverse environment, allows wider perspectives to be integrated when brainstorming, problem-solving and developing new ideas in business. 4. If interested in learning about a person’s cultural diversity, we should understand that not everyone may feel comfortable sharing this information with you, especially if you have not known them for very long. You should always ask first if they mind sharing information or if it’s okay to ask some questions. Learning Activity 1 1. Illegal Discrimination 2. Illegal Discrimination 3. Illegal Discrimination 4. Legal Discrimination 5. Illegal Discrimination 6. Legal Discrimination 7. Legal Discrimination 8. Legal Discrimination Learning Checkpoint 2 1) When communicating with people from other cultures, we should be mindful of language and gestures because they may not have the same meaning in other parts of the world 2) The purpose of disability discrimination legislation is to eliminate discrimination against people with disabilities, both physical and mental. 3) Discrimination is legal when: ● Unsuitable accommodation ● An organisation to benefit or service a minority group ● upholding standards ( eg. school uniform policies and dress codes )

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Special facilities for disabled and handicapped Age-based admission and scholarships Types of employment restricted to a sex Protecting, helping and reducing risk Unsuitable candidate ( eg. bank loans, life insurance, credit cards. )

4) Discriminatory behaviours can: - Decrease self-esteem - Feelings of isolation and depression - A loss of self-work and motivation - A person feeling that they aren’t respected 5) A. Mankind = humankind B. Air stewardess = fight attendance C. Chairman = Director D. Saleswoman = Salesperson

Learning Checkpoint 3 1. When talking to someone who doesn’t have English as their first language, you must: - Use plain language - Using visual communication - Using reputation - Being respectful - Avoiding slang, acronyms and abbreviations - Providing assistance 2. It’s important to allocate work tasks according to people’s skills and knowledge as it gives employees the best opportunity to showcase their abilities to produce the best results. 3. Three possible causes of cross-cultural misunderstandings: - Communication styles - An ability to listen - Cultural behaviours 4. Non-verbal communication can cause misunderstandings as some gestures or actions can be interpreted differently in other cultures; such as eye contact or physical touch. 5. In Asian cultures, it is more important to create a relationship tackling work tasks. However, Australians and many Europeans place more emphasis on the task at hand and complete it immediately. Learning Checkpoint 4 1. Three ways to resolve social or cultural differences in the workplace: - Not judging people - Not issuing blame - Offering support

2. A business might not have to make adjustments for persons with disabilities if they can prove that an adjustment would be too expensive, difficult or time-consuming or cause other hardships to the business. 3. Three changes that could be made in a workplace to accommodate someone with learning disabilities: - Using electronic devices to assist with memory and planning - Screen reading software - Speech to text dictation software 4. Three ways a business could demonstrate cultural diversity to external clients: - Regular staff training on discrimination, diversity and the business policies and procedures - Include diverse people in interview panels - Consider multi-cultural needs at social events – this might include celebrating different cultural holidays or providing for specific dietary needs. Learning Checkpoint 4 The miscommunication made Thierry very angry and frustrated as the Indian Call Centre did not understand his accent. The miscommunication led to the customer hating the product and the service. By increasing both the productivity levels of employee performances and innovations, will eventually lead to increasing the profitability of the business as the most important stakeholders of the business ( employees ) who sells the product and service to the customers, have been satisfied and feel valued at the workplace. Also, as customers see that the business is being ethical and not discriminative towards their employees, they will be willing to invest in the business and become long-term customers....