Your Role in Workplace Diversity

To understand and appreciate diversity in the workplace, you must develop a deep understanding of yourself, as
well as any unconscious bias you may have. Your ability to use a variety of strategies to effectively deal with
diverse situations is very important. Equally important is the ability to share these effective strategies openly and
leverage the diversity that exists within an inclusive organization.

In this course, you'll explore how to become aware of your attitudes toward diversity, understand the source of
any cultural bias you may have, and increase your acceptance of diverse cultures, people, and ideas. You’ll also
discover how to become an advocate for diversity and inclusion within the workplace.

Table of Contents
1. Your Role in Workplace Diversity
2. Examining Your Core Values and Beliefs
3. Adjusting Self-talk to Manage Reactions to Diversity
4. Guidelines for Incorporating Diversity
5. Supporting Diversity Through Your Actions
6. Using Flexible Communication Styles to Aid Diversity
7. Improving Active Listening to Encourage Diversity
8. Using Inclusive Language to Promote Diversity

Your Role in Workplace Diversity

[Course: Your Role in Workplace Diversity.] HOST: In most organizations, you'll interact with people from
diverse backgrounds. When people of differing talents, ideas, and cultures work together, it can boost creativity
and lead to better problem solving. But diversity sometimes comes with problems too. Communication can be
complicated with a coworker from another country or culture, or even a different educational background. In this
course, you'll learn how to embrace diversity in your thoughts and actions, and how to communicate in ways that
support and promote diversity.

Examining Your Core Values and Beliefs

[Topic: Examining Your Core Values and Beliefs.] HOST: Imagine the people you work with. Chances are,
wherever you are employed, you see a broad range of types of people. Different ethnic backgrounds. Different
genders. People of all ages and abilities.

HOST: From a business point of view, you all have to get along and to avoid negative attitudes toward people
who are different.

HOST: So how can you contribute to a positive, respectful environment? Your ability to deal with diversity
depends as much on what you know and believe as on what you do. So start by examining your own core values
and beliefs. One way of doing that is to ask yourself what gives you joy and fulfillment.

SOFIA: I'm Latina. And proud of it. I'm also a professional woman and a mother. My family is my life, but my
career is also very important to me. So is honesty, and displaying a good work ethic. I make sure I demonstrate
those values by spending quality time with my family every day. In work… I'm very up-front with people. They
know what they get with me. (LAUGHING) But I'm not perfect. Sometimes I give extra work to my assistant
because I have to get home to my kids. And he ends up working overtime…
HOST: Sofia is self-aware – she knows her core values, and that will help her determine how to change her
actions or behaviors.

HOST: As well as your values, your core beliefs are also important. Positive core beliefs help smooth
interactions with other people. Negative core beliefs result in divisiveness, depression, and poor social
interactions.

HOST: Core beliefs often have roots in childhood experiences. So go to the source and analyze your cultural
and social background – your family, cultural context, peers, and educational experiences.

SOFIA: I come from a family and culture that have some very strong opinions. I suppose it makes sense that
some of that rubbed off on me. But while my early life was rooted deeply in my own culture, I grew up a lot
when I went to college. I met new people and learned more about the world.

HOST: Examine your own early experiences. What opinions did your peers have about you? Or about people
who may have been different from you? Did your education prepare you to reject stereotypes and think
independently?

HOST: Think about who your role models have been in your life. What characteristics made you hold them in
such high regard?

SOFIA: Role model? Definitely my mother. She was a single mom who had to juggle taking care of us and
earning an income. She had a drive and determination that kept her going through tough times.

HOST: By striving to be self-aware like Sofia, you can identify your core values and beliefs more effectively.
And that can help you work more positively with people who may be very different from you.

Adjusting Self-talk to Manage Reactions to Diversity

[Topic: Adjusting Self-talk to Manage Reactions to Diversity.] HOST: It can be challenging to work with other
people, especially when they have different backgrounds...different ways of looking at things. As a professional,
though, you have to manage your reactions. The way to start doing this? First, take control of your self-talk.

HOST: Self-talk is the little voice in your head that you hear as you experience things and interact with people.
Your inner monologue. Take Sulyn, who's busy getting ready for an important meeting. Let's examine her self-
talk...

SULYN: OK, there's a lot riding on this. Don't give off that "young, flighty, and inexperienced" vibe again.
Remember last time? Sofia just cutting me off. So embarrassing!

HOST: No wonder Sulyn has trouble with public speaking when she gets into a meeting – her inner voice has
been setting her up for failure. Now let's examine Sofia's self-talk before the same meeting...

SOFIA: I'm looking forward to hearing what everyone else thinks. I just hope Sulyn is more focused today. Last
time, she went off on tangents that didn't have anything to do with our project, and I could tell the rest of the
team was losing patience. I don't want to have to step in again.

HOST: When your self-talk is positive, your attitude is positive too. And when you feel good about yourself,
your self-confidence is boosted and you're more at ease with others. You can follow some simple steps to
overcome negative self-talk. First, identify your internal messages.

JASON: We just got a new department manager. She's really tough. She always makes sure to mention my
mistakes, but she ignores the times I do well. Sometimes I think she's just a horrible person. Most of the time,
though, I just feel really frustrated with myself for making stupid mistakes that draw her attention.
HOST: You need to be alert to your inner voice. To what you're thinking. Not just about yourself, but about
others too. Really examine those thoughts – are there any negative messages in your self-talk?

JASON: When I'm angry, I think negatively. I know that. I need to stop and catch myself before I go down that
route.

HOST: Jason found a good place to start. Once you're alert to what you're thinking, the next step is to challenge
any negative self-talk. Challenge messages you're telling yourself that aren't accurate, that are exaggerated, or
that are defeating.

JASON: Is she really just a bad person? I mean, I guess I haven't known her very long. And I've never made
much of an effort to get to know her. Maybe that's just how it works in the Munich office.

HOST: After you've challenged the way you're thinking, it's time to rewrite your self-talk. That's the third step –
to replace the negative messages with positive, rational ones.

JASON: As much as I don't like to give her credit, things have been running smoother around here. She seems
to know what she's doing and how to manage people effectively. If she knows what she's doing, there's probably
a reason she's calling me out. I admit I haven't been trying very hard recently.

HOST: Rewriting your negative self-talk can create a world of difference in how you feel, behave towards
others, and perform at work. So get inside your head and where you need to, challenge that little voice!

Guidelines for Incorporating Diversity

[Topic: Guidelines for Incorporating Diversity.] HOST: At work, embracing people's social and cultural
differences can have real, positive results. When people from different backgrounds collaborate, it brings new
ideas and approaches to the table. But it's not always easy to accept people's differences...or to go beyond just
accepting them and truly value them.

HOST: One method for embracing diversity is to develop a nuanced world view. Avoid extreme thinking.
Everything isn't always black and white. Your perspectives are relative – not universal. Not everybody thinks
like you. Accepting this will give you a truer picture of people and events.

SOFIA: Sometimes people in my team have totally different takes on things. But I tell myself that I have to be
open...

HOST: Having a nuanced view of the world means you don't judge other people's behaviors and ideas solely
according to your own standards. Instead you recognize that everyone has their own approach, their own
background. Their own way of thinking.

SOFIA: I work with Sulyn, who's not long out of college. At first she seemed reluctant to offer her opinions, but
then she started suggesting process changes for stuff that works fine. I got annoyed at first and started cutting her
off so she wouldn't get herself in trouble. But then I realized that her fresh perspective makes her able to see
another way of doing things that might actually be better. Now I understand how really smart she is.

HOST: Learning more about why people act the way they do can help you avoid misunderstandings. If you're
unsure why someone's behaving the way they are, acknowledge that the behavior makes sense to the other
person. Then ask yourself what the behavior could mean. And third, you can ask the person, or someone from
the same background, what the behavior actually means. If you can understand the rationale behind behaviors
you see as strange, you're in a good position to handle uncomfortable situations more successfully.

SOFIA: Once when I was on an overseas business trip, I held out my hand to an important client. He didn't
shake it! It was kind of embarrassing. Later a friend over there explained that by custom, men and women who
don't know each other don't make physical contact. So then it made sense.
HOST: Improving your general knowledge about other cultures can also help you embrace diversity. Watch
films, read books, have conversations about how other people live...Study human behavior just by looking at the
world around you.

SOFIA: Then I visited one of our Japanese branches. Wow. People were so polite. But soon I noticed that in
meetings, nobody contradicted me – even when I said things that were wrong! I had to find less public ways of
getting people's real opinions.

HOST: In the age of Internet communication and global teams, diversity is a given. So don't get left behind!
Understanding and embracing diversity involves effort, but no matter where you are, it can dramatically improve
your ability to work with different people.

Supporting Diversity Through Your Actions

[Topic: Supporting Diversity Through Your Actions.] HOST: To really benefit from diversity in the workplace,
you have to go beyond just accepting differences. It starts with being open to behaviors and opinions that may
seem strange to you at first. But then you need to take it a step further by setting aside your own standards and
becoming a cheerleader for diversity.

HOST: Bypassing your standards doesn't mean giving up your beliefs. But it does mean replacing judgmental
attitudes with genuine curiosity, and working on your empathy. That's your ability to identify with others. To
walk in their shoes and understand why they're thinking or acting the way they are.

JASON: Empathy is important in my job because I interact with different kinds of people every day. If I'm
going to get through to someone, I have to know where that person is coming from. What's important to them,
and what they really want. Not get in their heads exactly...but yeah, I have to know their perspectives.

HOST: This skill doesn't come naturally to everybody. But if you don't have it, you can learn it. The more you
practice being open to differences and understanding others, the easier it becomes.

HOST: So how do you to set aside your standards? First you need to suspend your judgment. Wait until you
understand things better. Then try to put yourself in the other person's position, to better understand their point of
view. And make sure you let the other person know that you understand, or that you want to understand, their
position.

HOST: So you've set aside your standards. Now the goal is to become a diversity advocate. That's someone who
can confidently handle situations involving diversity. You become a cultural interpreter for others. You help
people come together...to understand each others' behaviors and ways of thinking. That might sound a bit scary.
It can be awkward to step in sometimes. But it's worth it. Once people can relate to each together better,
everyone benefits.

JASON: Once in the break room during lunch, I heard someone make a disparaging comment about a colleague.
At first, I didn't want to get involved. But I decided to speak to them privately later. I explained where Sulyn
comes from. A bit about her culture, about the problems she could be facing as someone new here.

HOST: As a diversity advocate, you bridge differences and build understanding. You help others become more
comfortable with diversity, and you get people talking about the cultural norms behind different behaviors. Set
the example where you work, and you'll help everyone by contributing to a better, happier, more efficient work
environment.

Using Flexible Communication Styles to Aid Diversity

[Topic: Using Flexible Communication Styles to Aid Diversity.] HOST: Office life is centered around personal
interactions. Around communication. But that can be a tricky thing to get right when people from different
backgrounds work together. Is communication a big part of your job, Jason?

JASON: Definitely. I have to brief everyone about changes in our campaign strategies. But with people from
different backgrounds on my team, I'm not always sure how to pitch what I say. Will everyone understand me?
How much detail should I give? And should I be formal or informal?

HOST: Some guidelines can help. With style, for instance, it's important to be flexible. Adjust your style to the
people you're speaking with. The same style doesn't work for everyone. A direct style can alienate people who
prefer an indirect approach. Too many sports references will put off people who aren't interested in sports. And if
you like to tell jokes, tread carefully! Humor can be highly subjective.

JASON: My old boss always used to try to be funny. Sometimes he joked about off-color topics... Made jokes
that were insensitive. It made people uncomfortable.

HOST: Adjusting your style isn't easy. But you can learn to do it. You can follow a set of steps to help you.

HOST: To start, make a list of people at work you deal with the most. You can't accommodate everyone, but you
can adapt your style to people you work with every day.

JASON: There are a lot of people at my organization. Most often, though, I work with three specific people.
They're going on my list.

HOST: Next, you analyze their communication styles. Go down the list and decide how to communicate with
each person. Does the list include anyone who may require a different style?

JASON: The first person on my list is pretty quiet. She comes from a culture where people don't like to draw
attention to themselves in front of others.

HOST (VO): Then you need to think about how to improve your compatibility with them. How can you
communicate better with each person on the list?

JASON: I need to think of a way for her to ask questions when she doesn't understand, without making her feel
embarrassed in front of the rest of the team.

HOST: The final step is to implement changes. Put what you've determined will work best for each person into
action. If you know a person well, you may even want to ask for feedback.

JASON: Now after each meeting, I always make a point to visit her desk, so she can ask me any questions she
was too shy to ask earlier. Now that she can get the information she needs, her work has really improved.

HOST: By adapting your style to others' needs, you can communicate better in a diverse environment. And
that's good for you, your colleagues, and your organization.

Improving Active Listening to Encourage Diversity

[Topic: Improving Active Listening to Encourage Diversity.] HOST: Communication isn't just about speaking.
It's about listening too. Listening is an important skill in any situation, but it's especially useful in a diverse
environment.

SULYN: I'm the youngest person on my team – maybe youngest in the whole department. Sometimes I can tell
that my more-experienced coworkers are skeptical about my contributions on the project. They barely listen to
what I have to say, and I feel like I have to rush to get my point across.

HOST: Sulyn makes a good point. Your initial reaction to differences between people can interfere with proper
listening.
HOST: The key to listening better is learning what's known as active listening. And the first guideline for that is
to suspend judgment. You can't listen well if you're busy judging the speaker or the way information is being
delivered. It's also important to listen carefully. You may be listening only for facts rather than the speaker's
underlying meaning.

SOFIA: When Sulyn comes to brief me on certain projects, I often catch myself not paying attention. She often
speaks so quickly that I can barely understand her. Sometimes it's easier just to read her notes afterwards. But
she's really bright and I think sometimes I miss her helpful observations when I'm not listening properly.

HOST: Proper listening takes effort. It's something you have to work at.

HOST: Another guideline for active listening — you should check understanding by paraphrasing what the
other person has said. Paraphrasing is a great way to let the other person know what message you actually got.
Then that person can correct any misunderstandings.

SULYN: Paraphrasing has really helped me to establish credibility with my coworkers. I know they worry about
my level of experience, so I make a point to repeat what they said to ensure I've understood them. That allows
them to jump in and tell me if I haven't got it right, and they can see that I value their guidance.

HOST: Finally, ask questions if you don't understand. Listening actively isn't about being passive. So don't just
smile and nod! Take the initiative and ask the speaker for clarification.

HOST: Active listening is key to preventing misunderstandings. It can also help the person speaking learn how
to communicate better with you. So everybody wins!

Using Inclusive Language to Promote Diversity

[Topic: Using Inclusive Language to Promote Diversity.] HOST: When you work with a mix of people, it's vital
to use inclusive language. Choose what you say carefully. For instance, it's surprising how many people assume
others will understand their slang, or their sports references. Metaphors even. These can all exclude those not in
the know.

SOFIA: I once faxed a client in Sydney asking for his "John Hancock," which is American slang for "signature."
He had no idea what I meant. John who? We managed to clear things up quickly. But it made me more conscious
about the language I use.

HOST: The point is to think before you speak. Make an effort to use language that doesn't prevent anyone from
understanding you. So what does that involve?

HOST: First, avoid assumptions about what others know. Some experiences are so overwhelming, they create a
common point of reference. But the other things you know depend on your personal background.

SOFIA: A joke about my disastrous Black Friday shopping trip got lots of blank stares during my work trip in
China last year.

HOST: Another good habit to develop is using gender-neutral language. Avoid using language that excludes
women. For example, go with "humanity," not "mankind." Use terms like "chairperson," not "chairman." Don't
use "he" and "his" when the people you're talking about could also be women.

HOST: People may resist those kinds of changes, but for a pretty common reason. They're small changes to
make, but they mean overcoming some pretty big prejudices. Language reflects the ways we think. Along that
line – avoid culturally specific metaphors. Sometimes metaphors aid understanding. But if they assume common
experience or common knowledge that's not actually shared, some people won't understand them.
SOFIA: I know I'm a big user of metaphors. I'm a huge baseball fan. But if you use language like "three strikes
and you're out" in the global workplace, some people might not know what you're talking about.

HOST: The last guideline, a general one, is to avoid slang in the workplace. Slang is widely used, but typically
it's culture-specific, so people from other cultures might not understand it. Also, new slang expressions enter
languages all the time. Even in the same culture, not everyone will have heard the latest slang terms.

SOFIA: A colleague from London once told me, "The escalator is broken; use the apple and pears." I had no
idea she was talking about the stairs!

HOST: Using inclusive language helps ensure understanding and builds an environment where everyone feels
valued. That's what really embracing diversity is about.