Workplace Diversity and Customer Service: Question and Answers
Verified
Added on 2023/06/10
|11
|2882
|93
AI Summary
This article discusses workplace diversity and customer service through a Q&A format. It covers topics such as implementing diversity policy, fostering respect for diversity, promoting the benefits of diversity, and valuing diversity in the workplace.
Contribute Materials
Your contribution can guide someone’s learning journey. Share your
documents today.
Running head: WORKPLACE DIVERSITY AND CUSTOMER SERVICE Question and answers on workplace diversity Name of the student: Name of the university: Author note:
Secure Best Marks with AI Grader
Need help grading? Try our AI Grader for instant feedback on your assignments.
2 WORKPLACE DIVERSITY AND CUSTOMER SERVICE Implement diversity policy Review of diversity policy Diversity policy aims to preserve the workplace diversity. This includes commitment of the employees towards maintaining the organizational culture. Typical component of this policy includes measurable objectives, annual disclosure for the shareholders, Remuneration and Nomination Committee. One of the essential components is the consequencesof breaching the policy (Huong, Zheng and Fujimoto, Y., 2016). Diversity policy can be found atonlinelinks,companypoliciesandprocedures,inductionprocess,contractsfor employment and standards and protocols outlined by the Australian law. 2. Foster respect for diversity in the work team Self prejudices and personal interactions The employeesemployedin theorganizationbelongto differentsocio-cultural background. They differ in their thoughts, customs and traditions. This reflects the true essence of the workplace diversity. The managers need to make the employees aware of the importance of respecting each other’s culture, which enhances the collaborative output and adjusting skills (Sakdiyakorn and Wattanacharoensil 2018). I personally feel that respecting the other cultures creates a positive image in the minds of my colleagues, which is crucial for maintaining the workplace culture. However, when I see others differing from my personal opinions, I become frustrated. I think this is my weakness, degrading my personality. Sometimes, I forgot the lessons, which I got from my seniors regarding respecting the other cultures. This is my incapability towards fulfilling my duties diligently.
3 WORKPLACE DIVERSITY AND CUSTOMER SERVICE We are instructed to wear formals on Mondays in the workplace. One day, one of my colleagues wore a dress, which seemed funny and strange to me. I asked him, however, he become furious and complained to the HR. I told him that it was just a joke, which made him more furious and there was difference of opinion between us. I think that it was not my fault as I jokingly asked him about the dress. However, my tone might have been unacceptable, but my intention was not to harm his culture and custom. Assistance to the staffs The staffs entrusted with the responsibility of assisting the employees with difference encounter severe difficulties. The managers need to be conscious of extending their full support towards these staffs. Strategic planning is beneficial in terms of getting positive results. Within this, effective utilization of the organizational resources attains the top priority (Hajro, Gibson and Pudelko 2017). The team leaders need to be made aware of the advantages of making judicious use of the resources. If they grasp the lessons, they would be able to pass on the knowledge to the team members. This process aligns with the knowledge transfer, which is crucial in terms of enhancing the preconceived skills, expertise and knowledge. Judicious use of the resources leads to the production of quality products, which satisfies the needs, demands and requirements of the clients. Taking suggestions from the clients helps in gaining awareness about their specific tastes and preferences. Adopting social media marketing helps in increasing the trafficking of the audience towards the services of the organization. Maintaining rationality and consciousness in this direction enhances the parameter of “customer relationship management” (Manoharan and Singal 2017). Maintaining stability in the relationship with the customers is important in terms of bringing innovation within the services. This is in terms of expanding the scope and arena of business in terms of achieving large scale customer satisfaction. An important aspect
4 WORKPLACE DIVERSITY AND CUSTOMER SERVICE here is adhering to the Data Protection Act (1998), Equality Act (2010) and guidelines of the Human Rights Commission. This is vital in terms of respecting the individual sentiments of the clients and the customers. Promote the benefits of diversity Promotion of organization’s workforce diversity Promotingworkplacediversityhelpsinenhancingthebrandimageofthe organization. This promotion needs to be done rationally and tactfully. Non-compliance with the legislationsproves detrimentalin termsof securing the respect of thepersonnel. Moreover, it also aggravates the complexities of the personnel towards preventing the instances of discriminations, harassments and conflicts (Leslie 2017). This aggravation bestows taunts and mocking on the organization, which contradicts the aspect of enhancing the brand image and reputation. Internally, employee resource groups can be created for the promotion of the diversity. This group is an open platform, which enhances the diverse thinking of the employees. Here, the main aim is engaging the employees in the mainstream business activities for gaining an insight into their mindset towards the allocated duties and responsibilities. Online forum is also one of the platforms, which helps in approaching to the employees for getting responses on enriching the diversity. This forum witnesses the interaction between the panels, employees and their family members, which itself expand the diversification of the workplace (Sherbin and Rashid 2017). Typical example of this is the communication mediums, which improves the communication skills of the employees. One of the striking facts is that the experts can be brought into the discussion for creating video conferencing. This activity would make the employees feel that their viewpoints are valued
Paraphrase This Document
Need a fresh take? Get an instant paraphrase of this document with our AI Paraphraser
5 WORKPLACE DIVERSITY AND CUSTOMER SERVICE and respected. This would generate within them an urge to carry out the tasks efficiently and effectively. Organizing talk shows can also be an effective example of the promoting diversity. Here, getting sponsorships adds an extra feather to the aspect of promotion. Moreover, sponsors provide financial support to the organizations for spreading awareness regarding the maintenance of diversity. Involving external experts in these talks results in the broadening the scope and arena of the organization in terms of maintaining the workplace culture (Lu et al. 2015). Trainings are recommended by the external agents for upgrading the internal infrastructure. These trainings are unbiased, as the employees from different socio-cultural background are provided the access to enrich their knowledge. External experts can be hired for providing training to the employees on diversity and its effects on the business. Group work is the agent, which helps in gaining an insight into the capability of the employees towards exposing collaborative output. The scores of the group work is essential in terms of appraising the performance of the employees. Equality is important in the appraisal also. This is in terms of inculcating the feeling within the employees that their individual sentiments would be taken care (Schilpzand et al. 2016). Capturing ideas from workplace diversity for achieving competitive advantage Employee records are the evidence, from where data on diversity can be collected. Theserecordsreflectthediversifiedworkforce,whichtheorganizationpossessesfor executing the business processes and activities. Herein, performance of the employees is a crucialaspect,whichdeterminestheapproachtowardsdiversitymanagementand preservation. Based on the performance of the employees, the managers can make estimates about the time, which is needed for completing the activities. This is possible only through the exposure of collaborative output, which enhances the diversity among the teams (Urciuoli
6 WORKPLACE DIVERSITY AND CUSTOMER SERVICE 2016). This enhancement upgrades the internal environment of the organizations, paving way for expanding the business into the international markets. Research is needed for studying the proposed market entry. This is in terms of attracting large number of customers, which indicates the achievement of competitive advantage over the contemporary brands. Without this research, the organizations are bound to achieve negative outcomes. Typical example of this is vulnerability in the market position, which declines the market position of the organization. This decline is a serious challenge in the competitive phase, as it results in utter losses. Adding to the workforce can be one of the effective solutions. However, rational approach needs to be exposed in this direction. Adhering to Equality Act (2010) would help in the achievement of positive results. Along with this, Data Protection Act (1998) is also beneficial in terms of securing the respect and privacy of the employees (Humanrights.gov.au 2018). Market survey would reflect the steps taken by the contemporary brands for managing the workplace diversity. Copying those steps would not help the organizations to reach to large number of customers. Instead, if the personnel take feedback from the employees, then they can produce services, which would lure the clients towards the services. Preserving the rights of the employees is essential in terms of inculcating respect within the employees for the services of the organization. If the clients feel that they are being valued, they would feel the urge to avail the services of the organizations. This results in the expansion of the scope and arena of business. Consciousness towards serving the customers makes the organizations popular among the clients (Barak 2016). Organizational efforts to value diversity Most of the organizations adopt “top down” strategy for valuing the workplace diversity. Active participation of the team leaders, managers, CEO and the employees result
7 WORKPLACE DIVERSITY AND CUSTOMER SERVICE in the introduction of effective planning for the enriching the diversity. Communication is the main agent, through which the managers engage the personnel into the mainstream business activities. Hesitations and dilemmas is the common expression, which obstructs the path of the employees towards achieving voicing out their opinions. This is because they fear taunts and mocking. This is mainly due to the lack of confidence (Guillaume et al. 2017). If the employees are aware of the diversity goals and objectives, they would be able to deal with the task of diversity management in an efficient and effective manner. The employees can be engaged in the process of surveys. Privacy cookies are followed for maintaining secrecy of the organizational data. Non-compliance with the cookies is a gradual progression towards deviating from the objectives and the requirements. Cultural competence is one of the other aspects, which the personnel need to cater. This competence is directly related to the business expansion, as it makes the personnel acquainted with the different cultures (Lam and Mayer 2014). Cultural issues are discussed in the form of presentations, which helps the managers to test the knowledge of the team members towards diversity and its preservation. Mention can be made of Employee Resource Group, which acts as a platform for the employees to speak out their minds towards the enhancement of cultural diversity. Mentors are selected for guiding the employees, when they go on a wrong way. Planning is made for altering the workplace scenario. This is in terms of bringing positivity into the services and attracting large number of clients and customers (Bal and Boehm 2017). Continuous improvement can be adopted for upgrading the standards and quality of the services. Herein lays the appropriateness of the surveys and feedbacks, which results in theassemblageofclientsfromdifferentsocio-culturalbackgrounds.Willingnessand eagerness towards enriching the diversity is crucial in terms of achieving loyalty, trust and
Secure Best Marks with AI Grader
Need help grading? Try our AI Grader for instant feedback on your assignments.
8 WORKPLACE DIVERSITY AND CUSTOMER SERVICE dependence from the clients. Adhering to the legislations helps in averting discriminations, harassments and conflicts. Consciousness in this direction leads to the achievement of positive outcomes. Assistance from the Human Rights Commission reflects the reliability and authenticity of the services, attracting more and more customers (Davis, Frolova and Callahan 2016).
9 WORKPLACE DIVERSITY AND CUSTOMER SERVICE References Ali, M., Metz, I. and Kulik, C.T., 2015. The impact of work–family programs on the relationshipbetweengenderdiversityandperformance.HumanResource Management,54(4), pp.553-576. Bal, P.M. and Boehm, S.A., 2017. How do i-deals influence client satisfaction? The role of exhaustion,collectivecommitment,andagediversity.JournalofManagement, p.0149206317710722. Barak, M.E.M., 2016.Managing diversity: Toward a globally inclusive workplace. Sage Publications. David, H., 2015. Why are there still so many jobs? The history and future of workplace automation.Journal of Economic Perspectives,29(3), pp.3-30. Davis, P.J., Frolova, Y. and Callahan, W., 2016. Workplace diversity management in Australia: what do managers think and what are organisations doing?.Equality, Diversity and Inclusion: An International Journal,35(2), pp.81-98. Farrell, M., 2016. Collegiality in the Workplace.Journal of Library Administration,56(2), pp.171-179. Guchait, P., Madera, J. and Dawson, M., 2016. Learning in the service environment: the influence of diversity climate.Journal of Service Theory and Practice,26(4), pp.448-470. Guillaume, Y.R., Dawson, J.F., Otaye‐Ebede, L., Woods, S.A. and West, M.A., 2017. Harnessingdemographicdifferencesinorganizations:Whatmoderatestheeffectsof workplace diversity?.Journal of Organizational Behavior,38(2), pp.276-303.
10 WORKPLACE DIVERSITY AND CUSTOMER SERVICE Hajro,A.,Gibson,C.B.andPudelko,M.,2017.Knowledgeexchangeprocessesin multiculturalteams:Linkingorganizationaldiversityclimatestoteams’ effectiveness.Academy of Management Journal,60(1), pp.345-372. Hays-Thomas, R., 2016.Managing Workplace Diversity and Inclusion: A Psychological Perspective. Taylor & Francis. Hsiao, A., Auld, C. and Ma, E., 2015. Perceived organizational diversity and employee behavior.International Journal of Hospitality Management,48, pp.102-112. Humanrights.gov.au(2018).Goodpracticesforinternalcomplaint.Availableat: https://www.humanrights.gov.au/employers/good-practice-good-business-factsheets/good- practice-guidelines-internal-complaint[Accessed on 10th July 2018] Huong, L., Zheng, C. and Fujimoto, Y., 2016. Inclusion, organisational justice and employee well-being.International Journal of Manpower,37(6), pp.945-964. Janssens,M.andZanoni,P.,2014.Alternativediversitymanagement:Organizational practices fostering ethnic equality at work.Scandinavian Journal of Management,30(3), pp.317-331. Lam, C.F. and Mayer, D.M., 2014. When do employees speak up for their customers? A model of voice in a customer service context.Personnel Psychology,67(3), pp.637-666. Leslie, L.M., 2017. A status-based multilevel model of ethnic diversity and work unit performance.Journal of Management,43(2), pp.426-454. Lu, C.M., Chen, S.J., Huang, P.C. and Chien, J.C., 2015. Effect of diversity on human resource management and organizational performance.Journal of Business Research,68(4), pp.857-861.
Paraphrase This Document
Need a fresh take? Get an instant paraphrase of this document with our AI Paraphraser
11 WORKPLACE DIVERSITY AND CUSTOMER SERVICE Manoharan, A. and Singal, M., 2017. A systematic literature review of research on diversity and diversity management in the hospitality literature.International Journal of Hospitality Management,66, pp.77-91. McKay, P.F. and Avery, D.R., 2015. Diversity climate in organizations: Current wisdom and domains of uncertainty. InResearch in personnel and human resources management(pp. 191-233). Emerald Group Publishing Limited. Meyers, J.S. and Vallas, S.P., 2016. Diversity regimes in worker cooperatives: workplace inequality under conditions of worker control.The Sociological Quarterly,57(1), pp.98-128. Roberson, Q., Holmes IV, O. and Perry, J.L., 2017. Transforming research on diversity and firmperformance:Adynamiccapabilitiesperspective.AcademyofManagement Annals,11(1), pp.189-216. Rock,D.andGrant,H.,2016.Whydiverseteamsaresmarter.HarvardBusiness Review,4(4), pp.2-5.