STUDENT

GUIDE-ASIA

BSBTWK501
LEAD DIVERSITY AND
INCLUSION
BSBTWK501 Lead diversity and inclusion |2
 Contents
Overview 3
Topic 1: Reviewing the diversity policy 4
Topic 2: Fostering respect for diversity 15
Topic 3: The benefits of diversity! 22

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 Overview
The Student Guide should be used in conjunction with the recommended reading and any further
course notes or activities given by the trainer/assessor.

Application of the unit

This unit describes the skills and knowledge required to lead diversity for a work area. It covers
implementing the organisation’s diversity policy, fostering diversity within the work team and
promoting the benefits of a diverse workplace.
The unit applies to individuals who direct the work of others in teams of variable sizes. They may
work with staff from different cultures, races, religions, generations, or other forms of difference in
any industry context.
No licensing, legislative or certification requirements apply to this unit at the time of publication.

Learning goals
Learning goals include:

 You are able to review an organisational diversity policy.

 You are able to foster respect for diversity in work teams.

 You are able to promote the benefits of diversity.

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 Topic 1: Reviewing the diversity policy

For this topic, we will look at reviewing the diversity policy including the identification of its
application in the workplace, assessing the currency and efficacy of the policy, providing feedback
for improvements, and revising accordingly.

Diversity in the workplace

Workplace diversity means creating an inclusive environment that accepts each individual's
differences, embraces their strengths and provides opportunities for all staff to achieve their full
potential.
Valuing difference allows each person to contribute their unique experiences to the workplace and
can impact positively on not only internal activities and relationships, but the experiences of
customers and other stakeholders as well.
Australia has one of the most diverse workforces in the world with employees coming from a wide
range of cultural, ethnic and socio-economic backgrounds, gender identities, ages, sexual
orientations, and different family responsibilities.
However, discrimination, bullying, and
harassment in the workplace still occurs,
particularly for people from different
cultural backgrounds, people with
disabilities, mothers returning to work,
LGBTI people, and mature age
employees.
Employees experiencing discrimination,
prejudice, and exclusion at work can feel
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hurt, disengaged and dissatisfied at
work. Discrimination
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951also contribute
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to an increased risk of anxiety,
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The Diversity Council Australia suggests
workers from culturally diverse
backgrounds are up to three times less
likely to see their workplaces as being
inclusive. Diversity and inclusion are
often mentioned together when
describing a workplace.

A diverse workplace: includes people from different types of gender identity, age, language,
ethnicity, cultural background, sexual orientation, religion/belief system, family responsibilities,
education, socio-economic background, and marital status.

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 An inclusive workplace: sees a diverse range of people encouraged to provide their own
individual skills, knowledge and background to the organisation.

Workplaces need to improve both diversity and inclusiveness in order to achieve significant
improvements in performance and wellbeing.

Diversity policies
A diversity policy should provide guidelines, best practices, standards and procedures that meets
compliance requirements and promotes a workplace free from unlawful discrimination and
harassment, equal access to employment, opportunities and benefits.
If you are leading diversity for a work area then it will be your responsibility to ensure that you not
only know where it is located but also how to review its application. For this unit we will assume
that the organisation will have a diversity policy.

Legislation
Compliance to current legislation is an important aspect of an organisation’s diversity policy. Before
we look at reviewing and improving the policy, it is a good idea to understand what these
compliances are.
The following table highlights some of the relevant current legislation as of publication and how this
relates to diversity in the workplace.

Age Discrimination Act disallows discrimination in employment on the basis of age

2004

Disability unlawful to discriminate against a person including employment

Discrimination Act because of their disability.
1992
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ABN: 80 600 951unlawful
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Racial Discrimination to discriminate during the recruitment and selection process,
Act 1975 6.01/138 Queen Street,
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employment.

Sex Discrimination Act unlawful to discriminate against a person because of their sex, gender
1984 identity, intersex status, sexual orientation, marital or relationship
status, family responsibilities, because they are pregnant or might
become pregnant or because they are breastfeeding.
Sex discrimination in employment occurs when someone is treated
less favourably than a person of the opposite sex would be treated in
the same or similar circumstances.

Australian Human states the Australian Human Rights Commission role and
Rights Commission

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 Act 1986 responsibilities.
It gives effect to Australia’s obligations with regard to:
International Covenant on Civil and Political Rights (ICCPR)

 Convention Concerning Discrimination in Respect of Employment

and Occupation (ILO 111)

 Convention on the Rights of Persons with Disabilities 

 Convention on the Rights of the Child

 Declaration of the Rights of the Child

 Declaration on the Rights of Disabled Persons

 Declaration on the Rights of Mentally Retarded Persons, and

 Declaration on the Elimination of All Forms of Intolerance and of

Discrimination Based on Religion or Belief.

Equal opportunity Act Equal opportunity law aims to promote everyone's right to equal
1984 opportunities; eliminate, as far as possible, discrimination and sexual
harassment; and provide redress for people whose rights have been
breached.
It is unlawful for employees or jobseekers to be disadvantaged as a
result of any of the following:

 race

 colour

 gender

 sexual preference
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 age
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 physical or
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 family or carer’s responsibilities

 pregnancy

 religion

 political opinion

 national extraction

 social origin.

Each state and territory have different laws that relate to anti-discrimination or equal employment

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ABN: 80 600 951 264 AUSTRALIA
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 opportunity:

 Northern Territory – Anti-Discrimination Act 1996

 New South Wales – Anti-Discrimination Act 1977

 Queensland – Anti-Discrimination Act 1991

 South Australia – Equal Opportunity Act 1984

 Victoria – Equal Opportunity Act 2010

 Australian Capital Territory – Discrimination Act 1991

 Western Australia – Equal Opportunity Act 1984

 Tasmania – Anti-Discrimination Act 1998

Activity: Read

Read more on Australia’s discrimination and equal opportunity law.

Equal opportunity law:
https://gradaustralia.com.au/diversity/what-does-equal-opportunity-in-the-
workplace-mean
Discrimination law:
https://www.ag.gov.au/rights-and-protections/human-rights-and-anti-discrimination/
australias-anti-discrimination-law
Take any notes to summarise what you have read.

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Reviewing a diversity
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One of the main barriers to increasing workplace diversity is lacking an official diversity recruitment
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policy or system. Another is the lack of promotion of the benefits of diversity and ensuring that it is
reviewed so that it is current and compliant.
Policy and procedures ensure that:

 The same values, goals and objectives are implemented across the organisation, for example,
through codes of conduct or anti-discrimination.

 Best practice in the organisation is understood and implemented, for example, confidentiality.

 There is a shared understanding of particular terms or issues.

 There is consistency of approach for work being performed.

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 Where would a diversity policy be located? This will depend upon your organisation but generally
there would be a hard copy most probably given to you at your induction or as part of an employee
pack, and one that can be accessed digitally, for example on the organisation’s intranet or shared
drive. Human resources, personnel or key decision makers should be able to provide you with this
information.
Once you have located the diversity policy you need to look through it, reviewing how well it meets
the organisation’s needs, requirements, compliances and assessing if it needs improving.
Undertake the activity below to gain an understanding of what a diversity policy would contain and
how it is structured.
Some of the things that can be reviewed include:

 Checking legislation and if the policy is still compliant

 If it addresses all aspects of operations

 Whether it reflects the culture, value and objectives of the organisation

 If it is easy to understand and follow

A policy document has a standard structure so you can work through each section when reviewing.
For example:

Policy Purpose The purpose of the policy should be clearly stated. For example, if the policy
is in relation to diversity, the purpose of the policy and procedure could be
‘The purpose of this policy and procedure is to outline our approach to
ensuring diversity within our organisation.

Definitions A policy and procedure document should include definitions partially to

explain acronyms such as government bodies but also to explain terms that a
user may need guidance on.

Scope The policy and procedure document could also include the scope of the
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policy i.e. to whom it applies.
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Policy content
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Queenmain policy section
Street, +000should express an organisation’s
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or direct decision-making. It can include reference to other supporting
documents such as an anti-discrimination policy, recruitment and selection
policy or workplace health and safety policy.

Procedures The procedures included in the policy will be the specific actions that are to
be taken to achieve the purpose of the policy. The procedures should clearly
indicate who is responsible for carrying out actions.

Compliance A list of applicable legislation, regulations and standards that must be

adhered to.

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ABN: 80 600 951 264 AUSTRALIA
RTO: 41322 CRICOS: 03858C

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 Activity: Read

Review the following examples to see the type of information that a policy would
contain:
Department of Education NSW:
https://education.nsw.gov.au/policy-library/policies/workforce-diversity-policy
Wesley Mission:
https://www.wesleymission.org.au/about-us/governance/privacy-and-policies/social-
inclusion-and-workplace-diversity-policy/
The following is an example of a diversity, inclusion and equality policy:
https://www.ms.org.au/attachments/volunteer-induction-diversity-inclusion-equality-
p.aspx
Find another diversity policy and examine its contents.
Keep the policies for future reference.
Take any notes to summarise important information.

Activity: Watch

Watch the following video about writing good policy and procedures.
Video: https://www.youtube.com/watch?v=BjrpvUOeHqI (07:07)
Write down your key takeaways.

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Application
ABN: 80of
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Level-6,Suite
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organisation mayQueen
haveStreet, +000and
a diversity policy 12345 6789
procedures, [email protected]
but how do you know if it is being Version 1.0
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applied in practice? You need to analyse existing practices andwww.astralskillsinstitute.com
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actual application within work areas, to determine if the diversity is understood and being
implemented effectively.
This could include looking at:

 demographic information on employees to assess the current diversity of the business

 existing human resources policies and procedures and their effectiveness in relation to the
implementation of diversity within the workforce

 effectiveness of existing policies and procedures

 current objectives and targets for diversity are being met

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  data analysis of key statistics (for example complaints received about harassment or
discrimination, employee selection and exit data or equal opportunity data)

 work practices such as flexible work hours, overtime figures or productivity results.

An implementation plan is a common document used to guide the effective successful

implementation of a policy. It can include an action plan with clear activities, roles and
responsibilities, timings and measures for success. You can use this document to work through all
the activities to determine if they have been implemented.
Another method to identify the application of diversity within the workplace would from personal
observation and feedback from workers and team leaders.
Gaining feedback may be either formal or informal; for example, holding an informal meeting to
gain insights on how people are feeling about diversity and inclusion or sending a compulsory,
formal questionnaire to workers seeking specific information on how they apply diversity in their
work role.

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ABN: 80 600 951 264 AUSTRALIA
RTO: 41322 CRICOS: 03858C

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Application of the diversity policy can be through the programs, procedures and practices being
implemented, for example:

Level-6,Suite
Activity: Watch

Defining diversity and understanding how to navigate through a diverse workforce

are two very different things. It is one thing to understand what diversity is, but it's
another to hire and manage the human complexities of a diverse workforce.
Video: https://www.youtube.com/watch?v=HGvvI86N8lY (07:00)

ASTRAL SKILLS INSTITUTE OF AUSTRALIA

ABN: 80 600 951 264RTO: 41322CRICOS:
6.01/138 Queen
an organisation
Campbelltown,NSW
Street,their performance
to monitor
2560.
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recruiting a [email protected]
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diverse workforce, they need to Version 1.0
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know the backgrounds of their employees. Many companies ask new employees to complete an
EEO questionnaire related to gender, disability, language and culture. Not all employees wish to
provide this information and it isn’t compulsory. The statistics collected can be used to support
diversity in the workplace.

Currency and efficacy of diversity policy

As noted above, the diversity policy should be up-to-date and current with organisational
requirements and compliances. Change is inevitable, both internal to an organisation (for example
employee turnover) and external (for example changes in legislation).
Therefore, diversity policies should be reviewed for currency and efficacy on a regular basis so that
it can be updated and improved as these changes occur.

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ABN: 80 600 951 264

Level-6,Suite 6.01/138 Queen

Street,Campbelltown,NSW 2560
AUSTRALIA
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(02) 4608 9972

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 Some things you can check:

 Does the current policy reflect current legislation?

 Is the policy achieving its purpose, objectives and attaining any benchmarks or performance
measures?

 Does the policy reflect current trends?

 Does the policy include access and support for current government programs?

 Are diversity practices and procedures being followed?

You may also need to check the language being used in the policy to align with current diversity
and inclusion. For example, using pronouns for gender identity preferences.
The efficacy of a diversity policy will be the success of the intended result. For example, the
intended result of a diversity policy may be to improve the balance of gender and so you would
therefore need to review key data or speak with recruitment and selection personnel to see if this
has been achieved.
Consultation plays a key part to indicate how effective a policy is being implemented and can
provide a forum to gain feedback on improvements. Some strategies to gain feedback include:

 Use of social media forums to gain input and debate, exchange of ideas and views on current
diversity and inclusion practices.

 Using surveys and questionnaires to gain feedback on specific information such as how
people feel about discrimination and harassment in the workplace for example.

 Using an anonymous suggestion box to gain insight into employees understanding and
opinions or suggestions for diversity

 Open and informal consultation meetings or online forums to determine current trends,
feelings and beliefs that workers feel need addressing.
For medium to large organisations, you may find that there will be a formal and structured process
ASTRAL SKILLS
used for consultation INSTITUTE
and feedback. For example, OF AUSTRALIA
for recruitment and selection it could be an exit
interview that ABN: 80 600 951
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questions relating to diversity in the workplace. If you are wanting
to find out the
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Making improvements
After reviewing the diversity policy, information from consultation, feedback from workers and
analysing any research undertaken; you will need to provide feedback to key stakeholders as well
as any suggestions for improvement you may have identified.
You may have a range of improvements that relate to:

 how adequate diversity is catered for within the workplace

 the diversity culture of the organisation

 recruitment and selection procedures

THE EARLY CHILDHOOD LEARNING COMPANY PTY. LTD. T/A ASTRAL SKILLS INSTITUTE OF
ABN: 80 600 951 264 AUSTRALIA
RTO: 41322 CRICOS: 03858C

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  the promotion of the policy

 new compliances to legislation and or regulations

 new updated information relating to diversity that needs to be included

 changes to business processes, staffing, environment or attitudes that need addressing.

It will depend upon the feedback that you receive as to what the suggestions for improvements
would be. The first step would be to make recommendation for changes. For example, this could
be through a formal report outlining the rationale for changes and suggested changes.
Any recommendations would need to be made to the relevant stakeholders (for example this could
be a human resource manager or key decision maker) and presented with all the information
gathered to provide evidence and back up for the suggested improvements.
This should be presented clearly and succinctly in the right format using the most appropriate
method. For example, you might need to organise a meeting with relevant stakeholders, present
the information in a slideshow with key facts and then distribute key documents and information.
The purpose will be to gain approval to make any revisions so that these can be incorporated into
the policy in a timely manner.
Once revisions are made, then these will need to go through any approvals processes that are in
place and of course, it will be of the utmost importance to communicate such changes to all
stakeholders, describing the revisions that have occurred and the impact and the updated
procedures that must be followed.

Activity: Project

Complete the following activity in small groups. You will be working in the same
groups for further project work. During group work, divide the work equally and
participate in group discussions using active questioning to elicit the views of others
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and to clarify or confirm your understanding. Collaborate with your team to complete
the activities effectively and within the timeframes allocated. Use your inclusive
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approach for the diverse group that you will be working with.
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+000 12345 diversity policy to refer to. Assume that it is
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currently being used in the workplace.

 List the main points covered in the policy.

 You need to discuss and review the following to identify if the application of the
diversity policy is being effectively implemented:
o A female worker is now identifying as non-binary.

 How current is this diversity policy?

You must undertake research on legislation and current trends to see what
improvements are needed for this policy.
You need to provide feedback and suggestions for improvement based on this new

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ABN: 80 600 951 264 AUSTRALIA
RTO: 41322 CRICOS: 03858C

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 information. Send an email to your supervisor to gain feedback on your suggestions
and then revise the diversity policy by making inclusions for any improvements.
You must use inclusive language and clearly collate your ideas into one document.
Include links to sources of information.
Record and present your responses in a professionally typed and structured
document that suits the purpose and audience for this activity. Include a link to the
policy you are revising.
Your trainer/assessor will facilitate a discussion once the activity is completed and
provide your group with feedback.
Submit your document for further feedback.

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RTO: 41322 CRICOS: 03858C

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 Topic 2: Fostering respect for diversity

In this topic we look at ways to foster respect for diversity in work teams; this includes training
needs to promote respect for differences, identifying staff finding it difficult to work with diversity
and implementing measures to support them. We also look at developing processes to
demonstrate the benefits of working with diverse groups and finally how to address workplace
diversity complaints.

What is respect?
Feeling welcomed and included has a huge
positive effect on whether a person feels good
whenthey are at work, their ability to perform in
their role, and their overall wellbeing. As a worker
or leader, it is important to foster respect for
diversity and inclusion in the workplace for all
people.
This is having due regard for the feelings, wishes
or rights of others; understanding that everyone is
unique with their own individual differences.
Respect for diversity can include:

 Having empathy for others

 Being accepting

 Recognising differences

 Valuing diversity
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 Effective communication
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Image by Tiago Felipe Ferreira on Unsplash

If you are leading diversity for a work area then it will be part of your responsibility to foster respect
within your team, this could include being a role model and implementing strategies and measures
to support the team to demonstrate inclusivity for diversity. We will look at some of these strategies
in the following topics.

Training needs

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 Recruiting a diverse team of workers is relatively easy. Finding people with the right attitude who
are open-minded and represent different ways of thinking is the key. It is much easier to teach
someone new skills than to change his or her attitude.

Activity: Watch

This video from Accenture shows the many dimensions to inclusivity in the workplace
with regard to diversity.
Video: https://www.youtube.com/watch?time_continue=99&v=2g88Ju6nkcg (03:27)
Write down your key takeaways.

Diversity training is an essential part of building awareness and a cohesive work environment.
Increasing awareness of diversity and teaching employees to embrace workplace diversity are the
keys to preventing conflict; it can challenge ingrained biases and is the primary driver of change in
organisational culture.
A workplace benefits from diversity training by supportingworkers to build healthy business
relationships, as well as decreasing bullying and discrimination.
When an organisation decides to implement diversity training into its workplace culture, it must take
steps to ensure that diversity initiatives are seen as opportunities to improve the overall productivity
of the company and its employees in a bias-free, diverse workplace.
Essential to the success of diversity training is the inclusion and participation of all the team in the
diversity-training process. It is important to recognise that certain individuals or groups within an
organisation may be resistant to change because they perceive a diversity initiative as a direct
threat to their status and power.
The following four steps can be incorporated into the initial discussion when diversity training is first
presented:
ASTRAL SKILLS INSTITUTE OF AUSTRALIA
 Employers must communicate clearly to their employees the expectations about appropriate
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workplace conduct that supports policies and values statements.
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in dismantling stereotypes and assumptions.

 Commitment to diversity must be clearly demonstrated at the highest levels of the company.

Managing diversity requires the use of several sets of skills: communication, cross-cultural
competency, critical thinking, conflict management and problem solving. Cultural diversity training
also includes developing the capacity to identify and empathise with the beliefs, values and
customs of others.
Although diversity training cannot altogether alter a person’s beliefs, it can increase awareness,
impart knowledge and educate employees further on how to accept differences among fellow
employees. The primary purpose of a diversity training program is to assist with facilitating a
positive work environment by helping employees recognise, be tolerant of, and accept differences
among their co-workers.

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 For diversity programs to work, they need:

 The drive to create a diversity program to come from inside the organisation, rather than from
external party imposing the program.

 To be tailored to the organisational structure or corporate culture of the company.

 The enthusiastic support and involvement of top management, who must clearly state the
importance of diversity as a business value and goal.
Diversity training is often provided during new-employee orientation and to employees promoted to
leadership roles.
The purpose of training is not only to promote and increase awareness of workplace diversity, but
also to develop and enhance skills among a team to help them communicate better.
Therefore, you need to identify the training needs so that you can determine what needs to be
included in the learning development.
This may include:

 Verbal and non-verbal communication strategies

 Cultural awareness

 Understanding legislation and compliance to law

 Understanding the benefits of having a diverse workforce

 Disciplinary actions that can be imposed

 Workplace policies and procedures (such as a diversity policy, discrimination policy or equal
opportunity policy).
Training can range from several different methods and models. For example:

 In-house online module training such as Diversity Awareness or Anti-discrimination in the

workplace
ASTRAL
 SKILLS
Videos, podcasts INSTITUTE
or webcasts explaining howOF AUSTRALIA
workers should interact in the workplace
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 Undertaking role plays to demonstrate different personal interactions
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 Workshops

 Short inductions or courses

 Industry specific training such as for human rights or ethics.

Barriers
During training, on evaluation of training outcomes, or in feedback given, you may find that there
are some staff who are struggling to work with diversity. This could be due to unconscious bias, the
lack of empathy or from stereotyping and based on life experiences. You may also identify workers
through complaints, observation or feedback from other colleagues.

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 It is extremely important to implement measures to support staff struggling with diversity as this
could lead to conflict in the workplace, legal implications, affect the diversity culture of the
organisation, poor organisational reputation and highly skilled and valuable staff leaving or wanting
to transfer to another part of the organisation.

ASTRAL SKILLS INSTITUTE OF AUSTRALIA

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ABN: 80 600 951 264 AUSTRALIA
RTO: 41322 CRICOS: 03858C

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 A
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Some measures could include:

Any measures implemented must be monitored and reviewed to evaluate staff progress and
determine if they require any further support. This can be through feedback, observation and the
outcomes of measures put in place. For example, a staff member may have a mentor who reports
back that their attitude is changing to a more positive outcome.

Processes to demonstrate benefits

Firstly, let’s look at some of the benefits of working with various diverse groups:


Workforce diversity can increase productivity and competitive advantages. Because of new
ideas and processes brought into the organisation, employers can offer more solutions to
customers.

Workforce diversity increases creativity within a company because employees from different
backgrounds bring in a variety of solutions on how to achieve a common goal. In workplace
cultures when brainstorming is necessary, more ideas are generated because team members
are culturally diverse. For example, employees from Japan working in Australian companies
may approach a problem differently than do Australian-born workers. Sometimes, innovative
processes can be created by taking ideas from several employees.
ASTRAL SKILLS
Companies
ABN:
diversity 80 600
in the
INSTITUTE
that plan to expand
workplace. 
Level-6,Suite 6.01/138 Queen Street,
Campbelltown,NSW 2560.

benefits of language diversity.

OF AUSTRALIA
into global markets
951 264RTO: 41322CRICOS:
benefit from a staffing team with language

+000 12345 6789

+000 12345 6789
[email protected]
For example, a company with employees fluent in Chinese and who understand Chinese culture
www.astralskillsinstitute.com

As a leader you can develop processes to demonstrate the benefits of working with various diverse
groups.


Recruitment and selection processes that are inclusive and promote diversity in the workforce.

Providing clear conflict resolution procedures and steps to support the resolution of differences
or conflict and disagreements.

Providing accessibility, equipment, materials, devices and support to enable diverse people to
undertake their role.

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ABN: 80 600 951 264

Level-6,Suite 6.01/138 Queen

Street,Campbelltown,NSW 2560
AUSTRALIA
RTO: 41322 CRICOS: 03858C

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  Effectively communicate the way in which diversity is integrated into the organisational culture
and operations through implementing diversity procedures and practices.

Addressing complaints
Organisations that address employee complaints about discrimination and harassment quickly and
fairly are undertaking good business practice because they can:

 identify ways to improve workplace practices and policies

 improve staff morale, productivity and retention

 help avoid complaints to external agencies and/or legal action.

Under federal anti-discrimination laws, if an employer is facing legal procedures for discrimination
or harassment by one of its employees, the employer will need to demonstrate that the
organisation took ‘reasonable precautions and exercised due diligence’ or took ‘all reasonable
steps’ to prevent the discrimination or harassment. An important factor that is likely to be
considered is whether the organisation has an effective complaint handling procedure.
Employers must also ensure that people who make a complaint, or are involved in a complaint in
any way, are not victimised or treated less favourably as a result. For an employer to avoid liability
for workplace harassment, discrimination or other unlawful behaviour, they need to be able to
demonstrate they took ‘all reasonable steps’.‘Reasonable steps’ will vary based on the size of the
organisation. It may include putting in place policies and procedures to create a discrimination-free
environment. It could also include procedures to deal with allegations of discrimination and
harassment made by employees or customers.
It is important to note that external agencies, such as the Australian Human Rights Commission,
may be involved when discrimination and harassment complaints are made. It is vital, therefore,
that those responsible for dealing with internal complaints have the appropriate skills and
knowledge and receive relevant training.
The contact person shouldbe available to listen to an employee’s concerns about discrimination or
ASTRAL
harassment andSKILLS INSTITUTE
deal with them OF AUSTRALIA
according to organisational policies and procedures. For example,
this may be ABN:
using80complaints
600 951 264RTO: 41322CRICOS:
handling procedure.
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procedures. It may also be requested that it is not made formal if it is an initial complaint – just
making a point or acknowledging that it could be dealt with informally.
A formal compliant might go through a complaints handling process, where the complaint is
recorded and followed up by organisational procedures.

Activity: Read

Read the following good practice guidelines for an internal complaints process:
https://www.humanrights.gov.au/our-work/employers/good-practice-guidelines-internal-

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ABN: 80 600 951 264 AUSTRALIA
RTO: 41322 CRICOS: 03858C

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 complaint-processes
Take any notes to summarise what you have read and keep for future reference.

Activity: Research and discuss

Search the Internet to source a policy or procedure for handling complaints or

harassment allegations.
Consider the following:
Imagine you are working in the HR department of a company. An employee, Tracy,
comes to see you. She is very upset and tells you that her supervisor is spreading
malicious rumours about her. Although Tracy has only been in the job for 2 months,
her supervisor had wanted his friend to get the position. He never gives Tracy credit
for her own projects and he hides key information. He plays tricks to make Tracy look
responsible for failures and he is making her life a misery. One day, Tracy reported
that she was so upset she started crying and then she realised her supervisor was
laughing at her for crying.
Refer to the policy you have sourced. What is the procedure for handling Tracy’s
complaint?
Does your policy provide sufficient details for managing the scenario described
above? If not, what needs to be changed to improve the policy/procedure? How
would your suggestions improve work practices and processes?
Write down your response and then contribute to a discussion facilitated by your
trainer/assessor at the end of the activity.

ASTRAL SKILLS INSTITUTE OF AUSTRALIA

ABN: 80 600Project
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Divide back into your group for the next part of yourwww.astralskillsinstitute.com
2560. +000 12345 6789 project work. Refer to the Page No:
feedback received from your trainer/assessor and review the diversity policy to reflect
on the feedback and revisions made.
Review the following:
The work team is having problems coming to terms with the female worker now
identifying as non-binary. They often have problems remembering their pronouns
and feel uncomfortable when they use the male toilet.
Conversely, there have been complaints that the worker is being harassed and
bullied in the workplace because of their choices and feel like they are being treated
differently.
With your group, discuss these two issues. You are to develop two strategies to

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RTO: 41322 CRICOS: 03858C

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 improve awareness of the challenges experienced by this worker for the work team.
Using one of the complaints procedures that you sourced earlier, follow the
procedure that would be required for handling the complaint and allegation of
harassment (for example, if you had to contact a higher level manager then draft an
email).
What measures could you implement to support the team and the worker who has
changed identity?
Make a note of your responses.
Your trainer/assessor will facilitate a discussion once the activity is completed and
provide your group with feedback.

ASTRAL SKILLS INSTITUTE OF AUSTRALIA

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 Topic 3: The benefits of diversity!

Promoting the benefits of diversity are covered in this topic, where we look at promoting workforce
diversity in external forums, identify the role of diversity in competitive advantage and supporting
the efforts to champion diversity for an organisation.

Promoting diversity
Diversity may be promoted and encouraged upon induction or on a yearly training program,
however, for it to be successful it needs to be actively promoted within the organisation and by
people leading diversity.
Organisations often promote their workforce diversity in internal and external forums to enhance
the company image and reputation.
Internally, the benefits of having a diverse
workforce can be promoted via all important
documents produced by an organisation
such as the annual report, the organisation’s
policies, guidelines, mission statement, etc.
These documents need to be easily
accessible to all staff and clients.
Benefits can also be promoted through
training, workshops, newsletters, memos,
the company’s Intranet as well as forums
and staff meeting discussions.
Image by Christina @ wocintechchat.com on Unsplash

External communication channels enable an organisation to promote their workforce diversity to

ASTRAL SKILLS
customers, potential INSTITUTE
customers, OFshareholders,
suppliers, investors, AUSTRALIA potential applicants and society
at large. ABN: 80 600 951 264RTO: 41322CRICOS:
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magazines, fliers and newsletters), broadcast media (radio and television) and electronic Page No:

communication (websites, social media such as Facebook, Instagram and Twitter and email).
Some examples are:

 Promoting events that the organisation takes part in to celebrate diversity such as
celebrations and ceremonies (for example Gay Pride or Ramadan)

 Through advertising or promotional material that represents the organisation’s diverse

workforce.

 Being actively involved in social media forums that demonstrates an organisation’s

commitment to diversity

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ABN: 80 600 951 264 AUSTRALIA
RTO: 41322 CRICOS: 03858C

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 Activity: Watch

The following video looks at the benefits of a diverse workplace as well as diversity
training in European companies. It is an excellent recap on what has been covered
thus far. It is also a video produced by The European Commission to promote the
benefits of successful recruitment and management of diverse workplaces.
Video: https://www.youtube.com/watch?v=YGyhCC4Dj6U (09:56)

Activity: Research and discuss

Review the online article found at the following link:

https://www.shrm.org/ResourcesAndTools/hr-topics/behavioral-competencies/global-
and-cultural-effectiveness/Pages/QA-Lee-Jourdan-CDO-Chevron.aspx
The article is a conversation with the Chief Diversity Officer at an American company
called Chevron, a global energy corporation.
Take notes on some of the main points raised in the interview.
What impact can this type of published content have on the reputation of the
company?
Your trainer/assessor will facilitate a discussion about the outcomes from the
research.

Activity: Project

ASTRAL SKILLS
Divide INSTITUTE
back into your OF
group for the next partAUSTRALIA
of your project work.
ABN: 80 600 951 264RTO: 41322CRICOS:
Find two ways that you can promote organisational workforce diversity in relevant
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Explain how you would use them and outline the type of content you would include.
Submit to your trainer/assessor for feedback.

Diversity and having a competitive advantage

One thing that we have learnt from having a diverse workforce is that it can contribute to gaining a
competitive advantage. This is because diversity can:
 lead innovation  relate to different types of customers
building loyalty and a better service
 generate diverse and out of the box
ideas  bring new beliefs and ideas for a global
competitive market
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RTO: 41322 CRICOS: 03858C

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  attract and retain talent, becoming an
employee of choice.

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The role of diversity may be to realise the full potential of an organisation’s workers, the value they
can bring and the part they play in the success of an organisation.

Activity: Read

Read the following article on diversity as a competitive advantage:

https://www.barrettrose.com/diversity-competitive-advantage-2/
Take any notes to summarise what you have read and keep for future reference.

Championing diversity
As a person leading diversity, it will be part of your role to support your organisation’s efforts to
champion diversity.
You will be leading and promoting the cause, supporting your team and being a leader in diversity
and inclusion!
Review the following ways you can support your organisation and champion diversity:

 promote aspects of inclusion and equality

 encourage and support your team to embrace diversity

 provide support and training where needed

 encourage feedback and ideas

 attend events and engage your team in opportunities to promote diversity

 address issues or complaints effectively

ASTRAL
 SKILLS INSTITUTE OF AUSTRALIA
lead by example!
ABN: 80 600 951 264RTO: 41322CRICOS:
At ground level, you can use strategies to lead a team’s commitment and support them and
Level-6,Suite 6.01/138
subsequently Queen
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supporting +000 12345 6789 [email protected]
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Here are a few strategies: Page No:

 Using clear conflict resolution steps when they encounter workplace conflict.

 Making sure that employees feel valued and included in the business strategy. Employees
who feel appreciated are more likely to contribute more and care about a company's success.

 Getting to know each of the employees as an individual. Recognise each person's unique
talents and abilities.

 Communicating with each employee by giving both positive and constructive feedback on a
regular basis. Do not give people who are different from you an easier or harder time.

 Treating each employee fairly and equally. Give each person opportunities to shine and grow.

 Making sure that each person is participating equally on the team. Assess your meeting
techniques and management styles to make sure they work for everyone involved.
  Creating an open, safe work environment where each employee feels comfortable voicing
opinions and sharing ideas. Make sure no one is ridiculed or bullied by other teammates or by
you as the manager.

 Being aware of the feelings and any tension within the team and intervene quickly.

 Looking for ways to recognise and celebrate the strengths and talents of others

 Using inclusive language

Activity: Project

Divide back into your group for the next part of your project work.
Brainstorm ways that employees can support efforts to value diversity at work.
Come up with two strategies to champion the diversity of the workforce for the
organisation that you have been using for this project work. Focus on gender identity
and disability. Be innovative and use your own diversity strengths and talents!
Submit to your trainer/assessor for feedback.

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