Assessment for Workplace Diversity and Customer Service

This assessment is designed to assess the student's knowledge and understanding of managing diversity in the workplace and promoting diversity in the workplace through improving the relationship internally and externally to increase cultural awareness, understand respect for each other, and communication to benefit the restaurant café’ to prevent human rights violations.

T-1.8.2
Details of Assessment
Term and Year Time allowed
Assessment No 1 Assessment Weighting 50%
Assessment Type Case Study Analysis, Written Responses, Presentation and Report
Due Date Room
Details of Subject
Qualification
Subject Name Workplace Diversity and Customer Service
Details of Unit(s) of competency
Unit Code (s) and
Names
BSBDIV501 Manage diversity in the workplace
SITXCCS008 Develop and manage quality customer service practices
Details of Student
Student Name
College Student ID
Student Declaration: I declare that the work submitted is my
own and has not been copied or plagiarised from any person
or source. I acknowledge that I understand the requirements
to complete the assessment tasks. I am also aware of my
right to appeal. The feedback session schedule and
reassessment procedure were explained to me.
Student’s
Signature: ____________________
Date: _____/_____/_________
Details of Assessor
Assessor’s Name
Assessment Outcome
Assessment
Result Competent Not Yet Competent Marks /100
Feedback to Student
Progressive feedback to students, identifying gaps in competency and comments on positive
improvements:
___________________________________________________________________________________
___________________________________________________________________________________
___________________________________________________________________________________
___________________________________________________________________________________
___________________________________________________________________________________
___________________________________________________________________________________
Assessor Declaration: I declare that I have conducted
a fair, valid, reliable and flexible assessment with this
student.
Student attended the feedback session.
Student did not attend the feedback session.
Assessor’s
Signature: ___________________
Date: _____/_____/________
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T-1.8.2
Purpose of the Assessment
The purpose of this assessment is to assess the student
in the following learning outcomes:
Competent
(C)
Not yet Competent
(NYC)
BSBDIV501 Manage diversity in the workplace
1.1 Locate and review diversity policy
1.2 Determine its application to the specific work context
1.3Institute actions to ensure that the diversity policy is
understood and implemented by relevant parties
1.4 Provide feedback and suggestions for improvement to
ensure currency and efficacy of diversity policy
2.1 Address own prejudices and demonstrate respect for
difference in personal interactions
2.2 Aim for diversity in selecting and recruiting staff
2.3 Identify and address training needs to address issues of
difference in the team
2.4 Manage tensions and encourage collaboration and respect
between staff who struggle to work effectively with difference
2.5 Assist staff to see that working effectively with difference is
a strength that can improve the organisation’s products,
services and customer relations
2.6 Manage allegations of harassment and address complaints
according to established organisational procedures
3.1Promote the organisation’s workforce diversity in internal
and external forums to enhance the company’s image and
reputation
3.2Capture ideas and information from the diversity in the
workforce to enhance products and services and contribute to
competitive advantage
3.3 Support organisational efforts to value diversity
SITXCCS008 Develop and manage quality customer
service practices
1.1. Obtain information on customer needs, expectations and
satisfaction levels using both formal and informal research.
1.2 Provide opportunities for customers and staff to give
feedback on products and services.
1.3 Review changes in internal and external environments and
integrate findings into planning for quality service.
1.4 Provide opportunities for staff to participate in development
of customer service practices.
1.5 Develop policies and procedures for quality service
provision.
2.1 Communicate policies, procedures and expectations to
staff.
2.2 Make policies readily available to customers and staff.
2.4 Initiate staff training to enhance customer service.
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2.5 Take responsibility for service outcomes and dispute
resolution.
2.6. Act as a positive role model for professional standards
expected of service industry personnel.
3.1Seek ongoing feedback from staff and customers to
improve performance.
3.3. Identify systemic customer service problems and adjust
policies and procedures to improve service quality.
3.4 Develop, document and communicate new approaches to
customer service to staff involved in service delivery.
Assessment/evidence gathering conditions
Each assessment component is recorded as either Competent (C) or Not Yet Competent (NYC). A student
can only achieve competence when all assessment components listed under “Purpose of the assessment”
section are recorded as competent. Your trainer will give you feedback after the completion of each
assessment. A student who is assessed as NYC (Not Yet Competent) is eligible for re-assessment.
Resources required for this Assessment
 Computer with relevant software applications.
 Weekly eLearning notes relevant to the tasks/questions
Instructions for Students
Please read the following instructions carefully
 This assessment has to be completed In class At home
 The assessment is to be completed according to the instructions given by your assessor.
 Feedback on each task will be provided to enable you to determine how your work could be improved.
You will be provided with feedback on your work within two weeks of the assessment due date. All other
feedback will be provided by the end of the term.
 Should you not answer the questions correctly, you will be given feedback on the results and your gaps
in knowledge. You will be given another opportunity to demonstrate your knowledge and skills to be
deemed competent for this unit of competency.
 If you are not sure about any aspect of this assessment, please ask for clarification from your assessor.
 Please refer to the College re-assessment and policy for more information (Student Handbook).
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ASSESSMENT TASKS
There are four (4) tasks to complete for this unit of competence:
This assessment is based on ACA Restaurant Café’ Business Plan and uses several scenarios to complete
the 4 Tasks. Certain tasks contain sub-tasks with written questionnaires, case study analysisreport and
presentation.
These tasks comprise the assessment of the application of ACA Restaurant Café’ diversity policy
knowledge and identifying and addressing the needs to improve and support organisational effort to
enhance diversity value. You will need to demonstrate your management skills in applying the diversity
policy of the restaurant café’ with fostering diversity within the work team and promoting the benefits of a
diverse workplace. The implementation of the diversity policy must reflect the business summary of ACA
Restaurant café’ and should state relevant experience/exposure with such workplace environment.
You are required to respond to all the tasks by demonstrating your skills and knowledge within the
assessment guidelines and requirements. Certain tasks have been developed with templates, tables and
sections with appropriate spaces, in which you will have to complete and/or provide information to ensure
you demonstrate the skills and knowledge of the units. Marking criteria have been provided to support the
student’s understanding of the requirement for each task.
To be deemed competent in this assessment each student must demonstrate through written reports and
provide information in given templates, the knowledge, and understanding of what actions are necessary to
obtain and keep current with the legislative requirements for their industry and specific business. You will
have to respond to all the tasks by demonstrating your skills and knowledge within the assessment
guidelines and requirements. In Task 4 there is a template (provided in Appendix 1), which you will have to
utilise to ensure you validate the required skills and knowledge.
Your responses must comprise:
 a comprehensive, detailed and integrated diversity information and management plan
 a formal communication strategy
 a reflection of current relevant legislation regarding age, disability, racial, sexual,
 formal and planned involvement with a wide range of stakeholders
 a documented risk, issues, and change-management methodology
 a quality execution plan with assurance and control processes of diversity
 a restaurant café’ team-based environment
Evidence of the following is important:
 demonstration of diversity implementation and its policy review within the workplace
 knowledge of diversity application and the promotion of its benefits, strategies to comply with
procedures for handling complaints or harassment allegations, and management plans, tools,
issues, and likely challenges
Task 1 – Policy review report, written responses,and development of a factsheet
This activity has been designed to assess your knowledge and understanding of managing diversity in the
workplace.
This task consists of questionnaires and providing information shaped in a fact sheet format which
associates with the knowledge of the diversity policy throughapplying, managing and leading the
ACARestaurant café team. The responses should include the following:
 Must be relevant to the Diversity policy of ACA Restaurant café and Business Summary plan that
you will find in e-learning unless otherwise stated. Responses should link to the theoretical and
legislative aspects of diversity followed by relevant experience/exposure within ACA Restaurant
café’ work environment. Your response to the questionnaires must relate to roles and
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responsibilities and business of the restaurant café.
 Certain tasks have been developed with templates and sections with appropriate spaces, in which
you will have to complete and/or provide information to ensure you demonstrate the skills and
knowledge of the units. Instructions are provided to which students must comply to gain the
competency level.
 Marking allocations have been stated with each task to support the comprehension of the required
information to be delivered.
 Demonstrate that you can or have applied what you have learned, regardless of whether you have
undertaken all the performance requirements ofthe workplace.
Task 2 – Written Responses
This activity has been designed to assess your knowledge and understanding of applying diversity in the
workplace.
This task consists of questionnaires which associate with the knowledge of implementing diversity policy
through human resources management practices of ACA Restaurant café team. The responses should
include the following:
 Must be relevant to the Diversity policy of ACA Restaurant café and Business Summary plan that
you will find in e-learning unless otherwise stated. Responses should link to the theoretical and
legislative aspects of diversity followed by relevant experience/exposure within ACA Restaurant
café’ work environment. Your response to the questionnaires must relate to roles and
responsibilities and business of the restaurant café.
 Questionnaires have been developed with templates and sections with appropriate spaces, in which
you will have to complete and/or provide information to ensure you demonstrate the skills and
knowledge of the units. Instructions are provided to which students must comply to gain the
competency level.
 theory answers without reference to ACA Restaurant Café’ business will not be assessed as
satisfactory
 Marking allocations have been stated with each task to support the comprehension of the required
information to be delivered.
 Demonstrate that you can or have applied what you have learned, regardless of whether you have
undertaken all the performance requirements ofthe workplace.
Task 3 – Program development, written response and presentation
This activity has been designed to assess your knowledge and understanding of promoting diversity in the
workplace through improving the relationship internally and externally to increase cultural awareness,
understand respect for each other, and communication to benefit the restaurant café’ to prevent human
rights violations.
This task consists of information delivering in a program format, questionnaires and presentation delivery
which associates with the demonstration of generating an exceedingly positive work environment through
recognition and accepting differences. The responses should include the following:
 Must be relevant to the Diversity policy of ACA Restaurant café and Business Summary plan that
you will find in e-learning unless otherwise stated. Responses should link to the theoretical and
legislative aspects of diversity followed by relevant experience/exposure within ACA Restaurant
café’ work environment. The information provided must relate to roles and responsibilities and
business of the restaurant café.
 Certain tasks have been developed with templates and sections with appropriate spaces, in which
you will have to complete and/or provide information to ensure you demonstrate the skills and
knowledge of the units. Instructions are provided to which students must comply to gain the
competency level.
 The program developed must reflect Scenario 1 which states the diverse range of staff listed
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including Age, Sex, Nationality, Disability and Carer responsibilities
 theory answers without reference to ACA Restaurant Café’ business will not be assessed as
satisfactory
 The presentation has been developed based on staged real-life workplace environment as will be
generated by your Assessor, andmust comprise of the requirements to accommodate the
performance requirements as stated in the task instructions and to complete this task, the student
must submit the printed copy of the presentation.
 Marking allocations have been stated with each task to support the comprehension of the required
information to be delivered. Presentation marking criteria has been given in details in Appendix 2.
 Demonstrate that you can or have applied what you have learned, regardless of whether you have
undertaken all the performance requirements ofthe workplace.
Task 4 –Resolution report
This activity has been designed to assess your knowledge and understanding of managing diversity through
promoting a work environment which is inclusive and characterised by respect and which is free from
discrimination and harassment.
This task consists of creating a report that supports the internal procedure of ACA Restaurant Café’ for
dealing with issues and complaints of discrimination and harassment which may arise.Delivering in a report
format, questionnaires and presentation delivery which associates with the demonstration of generatingan
exceedingly positive work environment through recognition and accepting differences. The responses
should include the following:
 Must be relevant to the Diversity policy of ACA Restaurant café and Business Summary plan that
you will find in e-learning unless otherwise stated. Responses should link to the theoretical and
legislative aspects of diversity followed by relevant experience/exposure within ACA Restaurant
café’ work environment. The information provided must relate to roles and responsibilities and
business of the restaurant café.
 To generate the report, you must refer to the effective complaint handling table given in Appendix 1
to ensure demonstrating the skills and knowledge of the units. Instructions are provided to which
students must comply to gain the competency level.
 The report developed must reflect Scenario 2, using thediverse range of staff listed including Age,
Sex, Nationality, Disability and Carer responsibilities as stated in Scenario 1.
 The information given must comply with the appropriate legislative framework of the policy/
procedure
 Theory answers without reference to ACA Restaurant Café’ business will not be assessed as
satisfactory
 Marking allocations have been stated with each task to support the comprehension of the required
information to be delivered.
 Demonstrate that you can or have applied what you have learned, regardless of whether you have
undertaken all the performance requirements ofthe workplace.
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TABLE OF CONTENT
CONTENT PAGES MARKS MARKS
ACHIEVED
TASK 1 – Case Study – Diversity Policy Research Analysis (Total of 13 Marks)
A. Diversity policy location, identification and documentation 1
B. Written Responses (Total of 12 marks)
Q1. Critical Review of Diversity Policy and report 3
Q2. Recommendation to update the policy 3
Q3. Promoting the benefits and communicating the diversity 2
C. Develop Diversity Fact Sheet 4
TASK 2 – Application of Diversity Policy (Total of 13 marks)
Written Responses (Total of 13 marks)
Q1.Instrument Workplace Diversity internally and externally to
business
3
Q2.Support Diversity information and contribution 2
Q3.The legal requirement of Diversity 4
Q4.Potential Workplace issues 3
Q5. OrganisationalExertion valuing Diversity 1
TASK 3 – Development of a Diversity Training Program and Presentation(Total of 20 marks)
A. Development of Diversity Training Program 5
Written Responses (Total of 5 marks)
Q1. Communication Techniques 2
Q2. Action Improvements 2
Q3. Identify formal and informal complaint procedures 1
B. Diversity Information Session Presentation 10
TASK 4 –Diversity Management(Total of 4 marks)
Effective Complaint Handling resolution report 4
TOTAL MARKS 50
The learner is required to update and adjust the page numbers and topics based on the amount of their content and the responses
made to each task
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Diversity Policy in the Workplace
Background
As stated in the Business details above, ACA Restaurant Cafe’ is owned and managed by partners
Emma Supreme and Rufus Clarendon. It is located within Hotel Aurora.
The Restaurant Café’ is currently open:
Monday – Friday: 6:00am – 9:30pm
Saturday: 8:00am – 4:00 pm
Sunday 8:00am – 12:00 pm
ACA Restaurant Cafe’ has been experiencing consistent growth in sales and numbers of customers
over the last two years.
The Owners of ACA Restaurant Cafe’, have identified that diversity is being considered as an asset to
the company and linked to better economic performance. Considering its many benefits including
increased innovation, improved understanding of, and service to, clients, and attraction of talent from
the widest possible pool of potential staff, they have identified the need and how it can be an integral
part of how they conduct business and to strengthen the commercial success as well. Within the
Restaurant Cafe’s established work operations and undertaken code of work practices, it appreciates
the differences in every employee and encourages diversity in backgrounds, skills, talents, and views to
enrich the working environment.
The Owners also recognises that in order to reflectthe customers and local communities, a diversity
policy for the restaurant café’ mustbe updated and be available to both internal and external customers
and the public. The policy must be adopted under the Corporations Act 2001 (Cth).
Being aware of diverse strategies and organisational and market opportunities and to utilise range of
tactics to achieve ACA Restaurant Cafe’s goals and objectives, you, as the Manager, have been given
the responsibility to review and update the diversity policy to ensure it is legally compliant and supports
all the employees and customersto be working and serving respectively in an open, fair and diverse
environment.
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Task 1 – Case Study – Diversity Policy Research Analysis
As an initial plan, you, as the Manager of ACA Restaurant Cafe’ have researchedanother major
competing business’s established diversity policy and thus conducted an analysis to compare the
approach underpinned by a comprehensive diversity strategy and identified factors aggregated that
may impact on creating a healthy relationships and hinder the Restaurant Cafe’s commitment to
shaping on the strengths of the people and communities. You are aware that it is imperative to increase
the local resources to meet community needs.
Your Task is to:
A. Locate the established ACA Restaurant Café’s Diversity policy from e-learning and identify this
policy. Provide a snapshot/copy of the front page of the diversity policy below as evidence of your
acknowledgment and reviewing the document.(BSBDIV501 1.1) 1 Mark
B. Written Responses
Respond to the following queries in the appropriate spaces below:
All responses must:
 be relevant to the diversity policy of ACA Restaurant Café’, unless otherwise stated.
 demonstrate that you can or have applied what you have learned from acknowledging the policy
 theory answers without reference to ACA Restaurant Café’ business will not be assessed as
satisfactory
<50% marks of the allocated marks for the questions and answers in Task 1B, will be given for providing theoretical aspect and
remaining 50% marks for providing the relevancy on how the information fits in with business operations of ACA Restaurant
Café’. Only theoretical responses will not be accepted, and 50% marks will be allocated, should that be the case. However,
Assessor to assess if relevant theory has been provided by the student as per the requirement of the tasks. Non-relevant
answers will be considered not satisfactory>
Question 1: In 300- 400 words, you are to critically review this policy and write a report in detail of at
least two areas of weakness that affect the application of this policy for the employees of ACA
Restaurant Café (BSBDIV501 1.2).
Consider the following to support your analysis:
 What areas were neglected, or not adequately addressed? 3 Marks
 You may search the internetto research and analyse other similar business or any other
hospitality industry’s diversity policy practicesfor benchmarking.
(e.g. the diversity brochure of the Hilton Hotel can be achieved from the following link:
https://newsroom.hilton.com/assets/HWW/docs/
2018/2018_Internal_Diversity_and_Inclusion_Brochure%5B2%5D.pdf)
<2 marks allocated for each weakness provided and 1 mark for the explanation of the effect>
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ACA Restaurant Cafe has all the intentions to develop and promote a workforce based on
inclusion. The inclusion makes it sure that all the employees are respected and supported.
The individuals are developed in their own indigenous way so that they can find their full
potential on the basis of their gender, ethnicity, and age and so on. As one’s individuality
is respected, all the members are expected to be more responsible to the organization’s
business thus adding up to the intangible asset of the business. This has been expected to
develop a more responsible employee community inside the organization. In applying the
diversity policy, the ACA Restaurant and Cafe abides by all the important legislations like
Fare Work Act.

T-1.8.2
In the process of reviewing the diversity policy of the ACA Restaurant Cafe, the first thing
has been intended to be performed is a thorough examination of the policy undertaken by the
cafe. This is performed in order to find out the positive aspects and at the same time the gap
in the policy. The gap is to be found by kept the policy of the organization side by side with
the diversity policy of Hilton Hotel.
Areas properly addressed The diversity policy of the policy of the ACA Restaurant Cafe puts emphasis on the
inclusion- inclusion of different viewpoints, age, gender, race, origin, culture and so
on.
 The commercial intentions are observed as catering to the workplace diversity results
in better responsibility and better performance on the part of the employees as they
earn a sense of self respect.
 The policy implemented by the ACA Restaurant Cafe has observed the legislative
frameworks like the Fair Work Act in order to include not only the full time worker,
but the part timers too.
 The duty of the managers and the4 employees in the implementation of the policy has
been clearly stated.
 The diversity strategy has been thoroughly integrated in the recruitment and career
development programme of the employees. The employees are recruited from a
diverse range of background and they are all given opportunity for the personal
development based on their talent.
 The reword process is uniform and strictly based on the merit.
Areas which can be improved
However, in order to make comparison the diversity policy of the ACA Restaurant and Cafe
has been compared to the diversity policy of Hilton Newsroom. However, there is a marked
gap in the diversity policy of the ACA Restaurant Cafe.
 There is no specific reference and special rules on the workers belonging to
immigrant and expat background. A large number of hospitality workers in Australia
are from immigrant and expat background and often become soft targets in the
workplace. Therefore a special section has to dedicate to the people from the above
said background.
 The ACA Restaurant diversity policy so doubt shows goodwill of the management
and the leaders. However, there is no clear reference to the accountability. Without
accountability no policy can be completely workable. Therefore there should be
necessary emphasis on the accountability.
Question 2: Outline effective recommendations on those identified areas that would entail being
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improved and updated within the policy. Also, state how the recommendations would be
communicated with the Owners of ACA Restaurant Café’ for their approval. <2 marks for providing the
recommendations and 1mark allocated for stating the communication process>3 Marks
The above discussion shows that there are significant gaps in the diversity policy of ACA
Restaurant Cafe in spite of the demonstrated goodwill on the part of the management of the
organization. The gaps have opened the space for the recommendation for the
implementation of the diversity policy.
Recommendations
1. As there is huge number of employees working in the Australian hospitality industry
from the emigrant and expat background. Actually such diverse employment is
necessitated also due to the inherent nature of the business apart from the legislations.
As the immigrants and expats find themselves in completely different circumstances
and more prone to mistreatment, there must be a different clause and a different
department regarding the people belonging to this sector. Otherwise diversity may
produce disharmony rather than profit.
2. The effectiveness of any policy is measured by its outcome. The outcome is ensured
by the accountability rather than goodwill. Therefore an aspect of accountability has
to be included in the total procedure rather than just stating the intention.
Question 3: How would you promote the benefits of diversity and communicate the updates of
diversity policy to all staff members of the ACA Restaurant Café’? Explain.<1 mark allocated for stating the
benefit and 1 mark allocated for explanation>2 Marks
The diversity in the workforce in an organization does not go without the material profit of
the organization. The diversity in the ACA Restaurant Cafe helps the restaurant to gather
talent from different backgrounds which is in fact an imperative for any business in the
hospitality industry. This policy makes the working of the organization very smooth. It
optimizes the customer’s experience. Diversity policy increases the individual responsibility
inside the organization. Therefore it creates working space for all the employees.
The benefits of the diversity have to be promoted by effective diversity management that
gives space for individual respect, personal growth, effective grievance communication and
management system.
An update in the diversity policy has to be communicated to the staff members in the
organization of the ACA Restaurant by formal announcement. However, the formal
announcement may not be the most effective tool therefore brochures can be circulated
regarding the benefits of the diversity in the organization and the information about its recent
changes. Workshops and public gathering and banquet can be arranged after the office hour
in order to promote better acceptance of diversity. Such intensive steps not only commutate
what is to be done, but also inspire the employees to do what is desired.
C. As a reflection of the above information gathered, to secure the benefits of a diverse workforce and
to have an inclusive environment where everyone feels able to participate and achieve their
potential, you are required to develop a 1-2-page Fact Sheet. Theinformation of the fact sheet
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must be available for all employees of ACA Restaurant Café’ to
ensure they understand and value diversity within the business.
Your developed fact sheet must comprise of the following: 4 Marks
 The factsheet must be designed to support ACA Restaurant Cafe’s ongoing commitment to
recognising, promoting and supporting diversity within the work environment.
 It must be designed in a way that it can be used during the induction process for newly
recruited employees.
 The factsheet must be printed in colours
 Creativity and visuals are to be used along with key terms and details of the policy.
 Include what Diversity is, what methods employees can use to provide feedback, privacy, work
practices, selecting and recruiting staff, training, file a report of breach of the Diversity policy,
staff involvement in the development quality customer service practices, prejudices and respect
for difference in personal interactions, communication to new methodologies, any cautions,
managing allegations and follow up on complaints and finally foster diversity by all in the
workplace. (BSBDIV501 1.3-1.4)
 To assist you with designing a fact sheet, you may use the following link as an example to
develop an understanding of fact sheet may consist of:
Example of a Diversity Fact Sheet in the following site:
http://fecca.org.au/wp-content/uploads/2015/06/factsheet-3-what-is-diversity-in-the-
workplace1.pdf
 Please refer to the marking guide as given below
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ERSITY, a mission and vision of Diversity in
LLY IS?
ual employees as a person
has his/her own cultural identity
ore the concern of all
e in the modern day organizations
t step to progress and perform
is our Goal, as exclusion shall increase the
he organizational performance.
successful organization is accepting
t creates a positive working environment
e leaders
ultural diversity and its management by
ction and informal conversation
kept on- Age, Ethnicity and linguistic
nd expats, gender, cultural
faction level and personal opinion
MATION
nd the managers can
understanding of
ssues in the
by the data gathered
s always useful in
ersity in the
he cultural
f an individual
t he
sl a t ion
ct ing a nd
CULTURAL DIVERSITY IN THE WORKPLACE
There are specific cultural needs among the individuals in the
workforce. Allowing the space to those specific needs creates
harmony in the working environment and motivation among the
employees. Some of these practices are
Clothing: Dressing according to one’s own culture and religion
can be allowed barring any potential safety hazard.
Practicing Religion: Some people may need a off time for prayer
or to practice other religious rituals
Social Values and Customs: These include customs related to
some religions, sexual orientations and so on.
Non verbal communication: Interpretation of gestures can be
varied across the cultures
Caution: NO STYRIOTYPIFICATION
Diversity Policy: ACA RESTAURENT CAFE
OUR VISIION IS TO CREATE A WORKFOCE FARELY TRATEED AND
RESPECTED BY Inclusion
We observe
 Legislation in the Fare Act Law
We believe in
 Selecting our workforce from diverse backgrounds and give
them a chance of personal development
 Acceptance of Grievance
 Constant employee Education
 Promoting the communication of Intercultural values
 Endorsing ethical standards in the management of workplace
diversity
We value your support and privacy and
culture
Diversity is an imperative. Let it
be welcome
ACA
RESTAURENT CAFE

T-1.8.2
Marking guide for Task 1C: the marking allocation for this task will be catered in the following way:
Mark allocation contents Marks Allocated Marks received
Detailed information within the fact sheet covering contents as stated in
bullet point no. 5 ( please see for information above) 2
Contents of diversity fact sheet reflects ACA Restaurant Cafe’s ongoing
commitment to support diversity 1
Details of ACA Restaurant Café’ (e.g. logo, ABN) 0.5
Printed in colour 0.5
Total 4
Task 2 – Application of Diversity Policy
Workplace diversity involves recognising the value of individual differences and managing them in the
workplace and developing people management strategies that accommodate differences in the
background, perspectives and family responsibilities of employees.
ACA Restaurant Cafe has adopted a rigid human resources management practices for the selection of
diverse talent, HR policies and practices to identify barriers, opportunities for improvement and working
towards increased and enhanced workplace diversity. It fosters the national and state laws cover equal
employment opportunity and anti-discrimination to create a workplace free from discrimination and
harassment.
As the Manager of ACA Restaurant Cafe’, you understand their rights and responsibilities under human
rights and anti-discrimination law. You foster training the newly recruited employees by setting effective
anti-discrimination and anti-harassment procedures in place to assist them to feel valued in their new
work environment and to improve and their productivity and increase efficiency.
Your Task is to respond to the following questions in the appropriate spaces below:
All responses must:
 be relevant to the diversity policy of ACA Restaurant Café’, unless otherwise stated.
 demonstrate that you can or have applied what you have learned from acknowledging the policy
 theory answers without reference to ACA Restaurant Café’ business will not be assessed as
satisfactory
<50% marks of the allocated marks for the questions and answers in Task 2, will be given for providing theoretical aspect and
remaining 50% marks for providing the relevancy on how the information fits in with business operations of ACA Restaurant
Café’. Only theoretical responses will not be accepted, and 50% marks will be allocated, should that be the case. However,
Assessor to assess if relevant theory has been provided by the student as per the requirement of the tasks. Non-relevant
answers will be considered not satisfactory>
Question 1:Discuss in 100 words how you as the Manager, during the induction process of ACA
Restaurant Cafe’, can use and instrument workplace diversity to enhance the company’s image,
internally and externally. You may include any internal and external forums that could be used to
promote ACA Restaurant Café’s diversity success and further enhance the benefits of diversity in
the workplace to the broader society. (Here, internal forum refers to within the restaurant such as
policies and procedures and external refers to the outside of the restaurant such as an interpreter)
(BSBDIV501 3.1) 3 Marks
<2 marks allocated for detailed information of using diversity to enhance company image, 1 mark allocated to cover internal
and external aspects. Total of 3 marks>
When the new employees are recruited to the company, they are gone through a process of
induction before they start working for ACA Restaurant Cafe. However, in the very
induction process they are introduced to the company’s culture of respecting diversity. In
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fact they are begun to be treated with due diversity related work culture of the organization.
The practice and management of diversity actually enhances the company’s image both
internally and externally (Manoharan et al. 2019).
Innovation
Diversity may boost innovation in an organization. Acceptance of diversity actually creates
an inflow of diverse perspectives and points of views in the organization. These can be the
basic raw materials in the innovative problem solving. Therefore diversity creates a culture
of innovation in an organization. On the other hand this gives the recognition to the
company as creative one in from of the world. This may attract investment from different
stakeholders.
Fair Process of Recruitment
Allowing diversity in an organization the management and the leadership spread the
message that the recruitment procedure of the organization is fare and it does not follow
any bias. Such a perspective boosts confidence in the existing employees and on the other
hand it attracts the potential employees as they find the recruitment procedure to be fare.
Internal and External Forums
The internal forums that can be used to promote the company’s culture of diversity is the
announcement, seminars, meetings and so on. On the other hand the external instruments
may be a press visit during the working hour or during the training of the new employees.
Press visit can spread the news of the internal diversity management of the organization to
the external stakeholders.
Question 2: How would the new employee ensure that the information on workplace diversity can
support them to enrich the various products and services and thus contribute to gain a competitive
advantage for ACA Restaurant Cafe’ (BSBDIV501 3.2) 2Marks<1 mark allocated to state ways for
assurance and 1 mark allocated for stating the contribution. Total of 2 marks>
A culture of diversity ensures that a new employee will be able to add up to the service and
product of the ACA Restaurant Cafe. The two among the many ways are mentioned
(Elkhwesky et al. 2019).
Improved Customer Service
As the diversity creates opportunity of a diverse range of cross cultural communication, the
employees’ efficiency to communicate across the culture significantly increases. This helps
them serve better a diverse customer base on the basis of custom or linguistic varieties. A
workforce that reflects the workplace in a microcosm is of course performs better than the
others in the competitive market.
Improved Team Performance
Diversity ensures for the employees a better team performance as it creates a culture of
innovative problem solving. The heterogeneous workforce has all the possibility of
performing better than the homogenous workforce. This is more visible in the hospitality
industry.
Contribution to the competitive Edge
As a follower of diversity policy, the ACA Restaurant Cafe has gained a competitive
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T-1.8.2
advantage over the others who do not follow or manage diversity policy. This has been
possible because of understanding of a diverse customer base due to the presence of a
diverse range of employees inside the organization. Better team performance allows ACA
Restaurant Cafe to create better customer experience.
Question 3: Provide at least four (4) detailed information on relevant legal requirement on Diversity
that is stated in the diversity policy, where you as a Manager must emphasise with the newly
recruited staff member must be aware of and must consider that it is understood and implemented
by relevant parties of ACA Restaurant Cafe’ at all times.
 This must include all laws and regulations relating to diversity and how they apply to ACA
Restaurant Cafe’.
 As a Manager, you aim to ensure that the policy is followed by all employees. 4 Marks
<1 mark allocated for each detailed legal requirement of diversity provided. Total of 4 marks for all four (4) data provided>
The newly recruited employees in the ACA Restaurant and Cafe need to know in details
about the legislation related to the discrimination. This knowledge has been expected to
create an extra responsibility in the new employees to get them oriented within the
organizational culture of accepting diversity. However, four major anti discrimination laws
are mentioned and discussed.
Age Discrimination Act 2004
The main objective of the act is to reduce as far as possible any discrimination against a
person on the basis of age in the workplace, education access to services and so on.
Everybody has got the same right before law irrespective of the age. This law also means
that people of all the ages needs to enjoy the same fundamental rights. It aims to changing
the negative stereotypification of old age in order to make the way easy for the old people.
Disability Discrimination Act 1992
The main objective of this act is to eliminate to the best extent possible the discrimination
on the basis of disability especially areas like work, education and so on. The person has
the same fundamental rights and rights before law.
Racial Discrimination Act 1975
This act is administered by the Australian Human Rights Commission. The racial
discrimination is prohibited when an individual is seeking employment in an organization,
seeking training for skill development. Discrimination is prohibited in the promotion and
pay. They are to be given equal access to government services and public properties.
Sex Discrimination Act 1984.
The objective of the act has been to stop discrimination in all forms against women.
However, the broader aspect of the act is to cover all sort of discrimination on the ground
of sex, sexual orientation, gender identity, marital and relationship status and so on.
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T-1.8.2
Question 4: You, being the Manager, are aware that staff members can sometimes
struggle to work effectively with a difference; Describe three (3) of the potential workplace
problems and /or issues that ACA Restaurant Cafe’ could have with promoting or
supporting a diverse workforce.
3 Marks
<1 mark allocated for each potential problem and/or issue given. Total of 3 marks for all three (3) data provided>
A diverse workforce has its own problem along with its benefits. In ACA Restaurant Cafe
also a few problem has been noted by the management.
Acceptance in the Initial Stages
A lack of acceptance is noted when a new employee from an ethnically or culturally
diverse background joins the job. The problem of acceptance can be visible in both the
parties in the initial stage. The cultural gap plays a big role in these cases. A defence
mechanism works in the initial stages of the communication.
Ethnic and Cultural Differences
The problem regarding ethnic and the cultural differences exist in the workplace in a very
subtle form. Though it is not visible enough, sometimes it causes problems. However, any
kind of prejudiced discrimination is never tolerated in the workplace. The management is
always working on it to completely get rid of the problem.
Generation Gap
Employees belonging to diverse range of ages sometimes create a problem in the
management of diversity. Generation gap sometimes leads to conflicting ideas and thereby
internal conflict in the decision making.
Question 5: How can you, as a Manager provide organisational efforts to value diversity to those
staff members facing the above-mentioned workplace issues? 1 Marks
<0.5 marks allocated to state the efforts and 0.5 marks allocated for detailed information. Total of 1 mark>
However, in order to manage the above issues certain employees are addressed so that they
can value diversity.
 One to one counselling has been one of the most effective ways in tacking these
problems. The persons involved in the conflict are attended personally and told
about the importance of workplace diversity and mutual respect.
 Diversity workshops are organized
 Sometimes meetings and banquets are arranged as a part of the diversity
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T-1.8.2
assimilation programme
TASK 4–Diversity Management
ACA Restaurant Cafe’ strive to incorporate affirmative action plans into place, to deal with the
processes by which diversity can lead to different outcomes which include increasing workforce
diversity on some dimension that it facilitates the achievement of the Restaurant Cafe’s objectives. The
Owners fosters inconsistent maintenance of the implementation of practices that show respect for all
individuals and recognises their value and providing services to clients irrespective of race, religion,
politics, age, disability, gender, and sexuality.
As the Manager of ACA Restaurant Cafe’, you must ensure appropriate workplace system and
operations are in place by planning, designing and delivering culturally responsive services that
encourage responsible risk-taking and demonstrate that ACA Restaurant Cafe’ recognise the value of
our multicultural society. It is also important to incorporate strategies to diversity management and
review diversity policy on a regular basis.
Scenario 2:
Assume that you have just recently received a written complaint from one of the staff members in your
group stated above in Scenario 1, announcing a conflict that has raised with another staff member due
to cultural differences.
Your task is to:
Outline a report of 200-250 words what you, as the Manager, can put in place to resolve the issue:
4 Marks
<1 mark allocated for identifying the staff and potential problem, 1 mark allocated to cover legal framework and 2 marks allocated
to provide details of resolution using the stated procedure in Appendix 1>
 You are required to consider the following:
 Choose any two staff members from the list in Task 3 Scenario 1
 Identify the potential challenges, own prejudices and diverse issues that may arise between the
two(e.g. cross-cultural conflicts or misunderstandings)
 Must comply withthe appropriate legislative framework of the policy/ procedure
 Ensureboth staffs receive the highest standard of care
 The resolution must be dealt with in as confidential, sensitive and expedient a manner as
conceivable
 Ensure that the prevention and resolution of complaints of discrimination and harassment become
an integral part managerial responsibility
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T-1.8.2
 Using the sample, “Effective Complaint Handling” template
below(Appendix1) or visiting the link provided below, you can
outline your responses to resolve and manage the grievance and what support you could provide
the team to ensure organisational value.
 You can generate your report in a tabular form or in anessay format.
1) Complaint The complain has been received from the Bartender, the young
American lady who is identified as lesbian in her sexual orientation
and a non believer in terms of faith. The complaint is against the 55
years’ old Assistant Manager who is strongly catholic in belief. The
complaint is that prompted by his strong catholic belief, the manager
has a tendency to taunt and refer obliquely to the lesbian orientation of
the Bartender. However, no direct confrontation has been reported.
The indirect hints and references are complained to have created
problem to this woman as she finds it humiliating and demeaning.
However, as of now the matter does not deserve any kind disclosure
in the public interest. It can be handled by the complaint process.
2) Resolution The primary resolution has been taken so as to warn the Assistant
Manager. However, some examination is necessary related to the
exact nature of supposed humiliation.
3) Investigative
Approach
As of now no formal investigation is required. No statutory backing is
immediately necessary. The investigation can be done as of now on a
personal level by asking for information in the surrounding staffs.
4) Investigation Plan The investigation is to be performed mainly through observance of the
daily incidents. Other employees may be informally asked about the
issue in order to gather the information regarding the complaint and its
magnitude.
5) Powers and Authority As the investigator is the manager himself in the case, he has got the
power to access the relevant information as far as the complaint is
concerned. The temporary punitive decision can be made by the
authority. Therefore the manager and the upper management of ACA
Restaurant Cafe have the authority to investigate.
6) Obtain Evidence As far as the evidence has been gathered from the informal
discussions, the Assistant Manager has in a habit of continuously
speaking out against whatever is non- catholic in belief. He talks
against many issues including lesbianism. However, though in a
workplace such misbehaviour is undesirable, his words are not
particularly directed against the young woman who happens to be a
lesbian. As of now no serious misconduct has been recorded and no
necessity to inform the crime commission.
7) Reconsidering the The Assistant Manager has to be given an warning regarding his
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T-1.8.2
Resolution unnecessarily outspoken nature. The Bartender has to be assured
that there is absolutely no reason to think in the way she thinks.
8) Recommendation  Promoting respect of the individuality of an individual
 Orientation programme for the selected employees
9) Final Decision and
the actions to be
taken
The final decision is to be taken by the manager as he is authorized to
do so. However, the report is referred to the higher leadership of the
organization for the reference purpose. The action is to be take first
two one- to- one meetings with both the parties, and then a orientation
discussion together with both the parties.
10) Informing the parties However, the parties are to be called for the meeting. The assistant
manager is informed about the complained and called in for a
meeting. The Bartender is also called in order to attend a resolution.
http://www.ombudsman.wa.gov.au/Publications/Documents/guidelines/Effective-handling-of-
complaints-made-to-your-organisation.pdf
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References
Manoharan, A., Sardeshmukh, S.R. and Gross, M.J., 2019. Informal diversity
management practices and their effectiveness: In the context of ethnically diverse
employees in hotels. International Journal of Hospitality Management, 82, pp.181-
190.
Elkhwesky, Z., Salem, I.E. and Barakat, M., 2019. Diversity management in hotels:
The moderating role of empowerment and capability development. Journal of
Hospitality and Tourism Insights, 2(2), pp.166-185.
END OF ASSESSMENT
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T-1.8.2
Appendix 1:
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