SITXHRM007A Manage workplace diversity

SIT07 Tourism and Hospitality Training Package

SITXHRM007A Manage workplace diversity

SAMPLE Learner guide Version 1 Training and Education Support Industry Skills Unit Meadowbank

Product Code: 2709

Acknowledgments

TAFE NSW Training and Education Support Industry Skills Unit, Meadowbank would like to acknowledge the support and assistance of the following people in the production of this resource.

Project Manager: Reg Edwards Education Programs Manager TAFE NSW Training and Education Support Industry Skills Unit, Meadowbank

Project Team Johanna Visser Teacher, Travel and Tourism

E TAFE NSW L Enquiries P Enquiries about this and other publications can be made to:

TAFE NSW Training and Education Support Industry Skills Unit, Meadowbank

M Locked Bag No. 6

MEADOWBANK NSW 2114

SA Tel: 02-9942 3200 Fax: 02-9942 3257 ? The State of New South Wales, TAFE NSW Training and Education Support Industry Skills Unit, Meadowbank, 2008

Copyright of this material is reserved to TAFE NSW Training and Education Support Industry Skills Unit, Meadowbank. Reproduction or transmittal in whole or in part, other than for the purposes of private study or research, and subject to the provisions of the Copyright Act, is prohibited without the written authority of TAFE NSW Training and Education Support Industry Skills Unit, Meadowbank.

ISBN 978-1-74236-048-5

Developed by TAFE NSW Training and Education Support Industry Skills Unit, Meadowbank ? 2009

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TABLE OF CONTENTS

INTRODUCTION ............................................................................................................ 1

GENERAL INTRODUCTION.......................................................................................................... 1 UNIT OVERVIEW ..................................................................................................................... 1 UNIT OUTCOMES .................................................................................................................... 1 UNIT ORGANISATION ............................................................................................................... 1 ELEMENTS OF COMPETENCY AND PERFORMANCE CRITERIA ............................................................. 2 SUGGESTED LEARNING RESOURCES ............................................................................................. 3 ASSESSMENT FOR THIS UNIT ...................................................................................................... 4 GLOSSARY OF TERMS USED IN THIS UNIT ...................................................................................... 5

TOPIC 1 ? ENCOURAGE RESPECT FOR DIVERSITY IN THE WORKPLACE............................ 7

INTRODUCTION....................................................................................................................... 7 PROVIDE A ROLE MODEL FOR OTHERS THROUGH INDIVIDUAL BEHAVIOUR THAT DEMONSTRATES RESPECT FOR DIVERSITY ........................................................................................................................ 8 DEVELOP WORK PRACTICES AND UNDERTAKE PLANNING IN A MANNER THAT SHOWS RESPECT FOR

E WORKPLACE DIVERSITY ........................................................................................................... 10

ASSIST AND COACH COLLEAGUES IN WAYS OF ACCEPTING DIVERSITY IN RELATION TO CUSTOMERS AND

L OTHER COLLEAGUES............................................................................................................... 11

INITIATE OPEN COMMUNICATION AND DISCUSSION ABOUT DIVERSITY ISSUES AMONG COLLEAGUES AND TEAM MEMBERS ................................................................................................................... 12

P TOPIC 2 ? USE DIVERSITY AS AN ASSET ........................................................................17

INTRODUCTION..................................................................................................................... 17

M RECOGNISE AND USE THE SKILLS OF A DIVERSE WORKFORCE TO ENHANCE ORGANISATION PERFORMANCE 17

PROMOTE THE BENEFITS OF PRODUCTIVE DIVERSITY TO COLLEAGUES ............................................... 21 SEEK OUT INFORMATION ABOUT EMERGING APPROACHES TO DIVERSITY AND INTEGRATE INTO CURRENT

A WORK PRACTICE.................................................................................................................... 22 S TOPIC 3 ? DEAL WITH PROBLEMS ARISING FROM DIVERSITY ISSUES.............................27

INTRODUCTION..................................................................................................................... 27 RECOGNISE WORKPLACE PROBLEMS THAT ARISE FROM DIVERSITY ISSUES PROMPTLY AND TAKE ACTION TO RESOLVE THE SITUATION ......................................................................................................... 27 IDENTIFY TRAINING NEEDS RELATED TO DIVERSITY ISSUES AND TAKE APPROPRIATE ACTION ................... 32 USE COACHING AND MENTORING TO ASSIST COLLEAGUES TO WORK SUCCESSFULLY IN A DIVERSE ENVIRONMENT ..................................................................................................................... 35

SUMMING UP..............................................................................................................38

RESOURCE EVALUATION FORM ...................................................................................39 DISCLAIMER:

While we have made efforts to ensure that the information contained is accurate, the tourism, hospitality and events industry is dynamic. Some businesses cease to operate while others start up, new products are developed and existing ones are modified. Refer to your trainer for current updated information.

Developed by TAFE NSW Training and Education Support Industry Skills Unit, Meadowbank ? 2009

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TOPIC 1 ? ENCOURAGE RESPECT FOR DIVERSITY IN THE WORKPLACE

At the end of this topic you should be able to:

Provide a role model for others through individual behaviour that

demonstrates respect for diversity

Develop work practices and undertake planning in a manner that

shows respect for workplace diversity

Assist and coach colleagues in ways of accepting diversity in relation to

customers and other colleagues

Initiate open communication and discussion about diversity issues

E among colleagues and team members L Introduction

Our world, society mix and social expectations have changed greatly over the last 20 to 30

P years. This change is reflected in a major change in the variety of backgrounds and

cultures in the Australian workforce, and a huge shift in their expectations of the work situation.

M This is due to a range of factors, both global and domestic, such as expansion of business,

diversification of opportunities, economic growth, new skills and knowledge,

A international and domestic competitiveness, new employment options and new ideas and

the technology revolution. The implications for tourism, hospitality and event industry

S businesses are that they have many challenges to face in managing their human

resources in an equitable and proactive manner.

This topic introduces the challenges in managing the diversity of our contemporary workplace and the remedies you can employ to ensure such diversity is not only accepted and appreciated but used productively for the benefit of the organisation. In the earlier unit SITXCOM002A ? Work in a socially diverse environment, you obtained an overview of the challenges of working in a socially diverse workplace. In this unit we build upon that knowledge.

Developed by TAFE NSW Training and Education Support Industry Skills Unit, Meadowbank ? 2009

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SITXHRM007A Manage workplace diversity

Provide a role model for others through individual behaviour that demonstrates respect for diversity

Before we discuss how you might be a role model for others, let us establish the parameters for workplace diversity as they apply to this unit. When we speak of workplace diversity we are referring to the mix of cultural groups that exist in today's workforce and the relevant factors that flow from that, including the benefits and the challenges.

Diversity may be related to such things as: race language special needs disabilities family structure

E gender

age

L sexual preference

Although we have strong legislation in place that spells out the requirements for equality

P in the workplace, we nevertheless find that discrimination and a lack of appreciation for

the benefits that diversity in the workplace can bring still exists. Many of the issues and problems that arise are not because of the malevolent behaviour or attitude of

M management or staff, but because of a lack of understanding. This can occur at all levels

of an organisation and is not limited to any one race or group of people.

A There are, in every culture, prejudices against others. One of the most frequently

observed prejudices in the workplace is against women. Gender issues cut across cultures

S and one can find many examples of problems based on these in our Australian

workplaces.

`Figures published by the International Labour Organisation indicate that Australia has the lowest percentage of women in management and one of the most gender segregated workforces in the industrialised world.' (Cole, K. 2001 (2nd edn), p.555).

Within organisations, gender diversity often occurs in job roles. This is sometimes due to the fact that certain job categories are still seen unofficially as men's or women's work. You should be able to think of a few examples.

As a manager in the tourism hospitality and events industry it is incumbent upon you to provide leadership for others and act as a positive role model in respecting and valuing diversity. This means that you actively must demonstrate your acceptance and appreciation of the diversity in your workplace.

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Developed by TAFE NSW Training and Education Support Industry Skills Unit, Meadowbank ? 2009

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