Managing Diverse Employees: McDonald's UK Case Study Report

This report delves into the complexities of managing a diverse workforce, specifically focusing on employees from varied cultural and ethnic backgrounds with differing work attitudes. The literature review explores the benefits of cultural diversity, such as enhanced innovation and market expansion, while also acknowledging potential challenges like conflicts and communication barriers. The report examines the impact of employee diversity on operational performance, emphasizing the need for cultural awareness and sensitivity. Furthermore, it investigates how managers can effectively navigate these challenges, offering strategies for communication, team building, and conflict resolution. The report aims to provide recommendations for operation managers or supervisors, particularly within the context of McDonald's restaurants in the UK, to foster an inclusive and productive work environment, ultimately improving customer service and achieving operational objectives.

How to manage employees from
diverse cultural ethnicity with
diverse attitude towards work
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Table of Contents
Literature review .............................................................................................................................3
REFERENCES................................................................................................................................8
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Literature review
Theme 1 Benefit of working in group of diversified culture and ethics.
As per the view of ( Barry, 2016) Ethical behaviour Diversity within workplaces is
refers to the various types of the People From various Backgrounds. A multicultural workforce
provides the firm a culture edge expanded within new markets. Here within the twenty-first
century ,Individuals might had faced employment challenges due to the religious
ability,beliefs,differences and sexual orientation now consistently join their peers within the
interview pools as well as on the job. When diversity is accepted than it able to builds stronger
team accompanied by the better communication. Team members of the various team becomes
more innovative and able to solve the problems but when the diversity is not accepted ,not only it
creates a negative influence on the team but at the same time it can also become the ethical
issues. If someone feels discriminated ans harasses against from belief or background then it
came under the ethical issues. It leads to the problems with added conflict,productivity and
potential laws.
Importance of diversity in organization
As per the view of (Ntim, 2015) Workplaces diversity encourage the mutual respect
among the staff members . Whether they work within teams,groups have various co-workers
with different work styles,represents different cultures,disabilities or generations. Diversity
within an organization is crucial for the staff members as it represents a great reputation for the
firm. It lead to enhance the profitability for employees. It is vital for the inner and outer of the
organization. A firm's fair employment practices, ethics and appreciation regarding diverse
talent is wider attract a more number of peoples. It is also crucial for developing as well as
nurturing a common culture as well as climate that allows from diverse backgrounds and
cultures peacefully exist. This leads to the production of round managerial efficiency and better
human relations within the firm. Firms that have the excellent workforce management regarding
diversity also builds the goodwill within the society. As Various talented people with different
backgrounds as well as culture attracts the employees towards the appropriate employment. Such
firms never faces a problem regarding scarcity of educated,talented and skilled human capital.
As per the view (Sells. and Hagedorn, 2016) cultural diversity becomes the key features
regarding the MNC and various other firms all over the world as the management of the human
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resource are aimed to maintaining the firms that can be affected by the cultural and social issues.
They need to develop detailed study of the both internal and external environments.
Impact of employees diversified attitude towards operation performance.
As per the view of the (Morden, 2017) the process regarding the globalization
consistently to enhance so hat there is a requirement to create a workforce that is more diverse
workforce. As a diversify workforce can represent a quite challenge. People from the various
ethical and cultural backgrounds have various views that focuses on the religions,politics and
lifestyle that able to leads the conflict as well as tension that are introduced within the
environment at workplaces. Even hiring the more females within the male culture environment
can also experience an change that is known as unwelcome change also leads to the tension.
Culture regarding the way through which an individual see the world as there are variety of the
viewpoints that can ranges to the professional and wide-ranging personal experience regarding a
team which can offers various new context prospectives that boosts new colleagues to see within
the world and workplace with differently. A thought of the diversity also shown the breed
creativity as well as drive the innovation that aids to solve problems and fulfilled the needs of the
consumers with more exciting and new ways. Multiple perspectives,voices as well as
personalties offers one another to think out of the box. Through offering a platform regarding
the exchange of the ideas that are more innovative can grow within the challenges that are more
diverse within the workforce. Also, the employees are becomes more loyal as well as feel
respected as well as valued for their contribution that is unique. Diverse workforce involves
religion,ethnicity ,diversity of gender must improves the retention. Here employees become
more skilled as well as potential that offers the services and products that can assist the
environment of the global business. Also, the adaptability more effective as well as diverse
development planning as well as execution. A firm which has more diverse culture can be
quicker to adopt the spot gap within the gap within the market. The diverse brain power is not
considered as alone enough, it is more crucial and critical to create a workplace so that all the
staff members are feeling more empowered to contribute.
As per the view of (Sunstein, 2016) Workforces provides an enhances within productivity
as well as competitive advantages. Workers offers more solutions to the consumers as due to new
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process and ideas that can be brought within the firm. This also enhances the morale of the
employee as well as causes staff members to desire to work more effectively and efficiently. It
also provide enhances the creativity as various groups are cross with each other in the firm.
Workers from different backgrounds brought a variety of the outcomes as well as how to
accomplish a goal. As If there are more diverse ideas are suggested within a firm that there are
chances to find a answer that is improved and diversified.
As per the view (Morden, 2017) Diversity within workforce means that the workers have the
opportunity to find the best one regarding the purpose of the job as they are not considered as
the limited to the particular groups of the people as this is known as the advantage as more
number of the women working within society as well as promotes the minority group's hiring. It
is also implied within all the levels regarding the employment as from all the social business to
the MNC's firms. When various groups of people working and everyone gets the chance to work
than the secondary benefit of the advantages is that it can diversifies the productivity and wages
regarding the economy.
As per the view of (Sells. and Hagedorn, 2016) organization that plans to enlarge their
markets within global markets also befits form languages diversity within the firm such as a firm
with staff members fluent in Germany as well as understand German culture is considered an
easier to becomes representatives from the Germany. Various bilingual employees experiences
benefits when applying for jobs as they are able to understands the benefits regarding language
diversity.
As per the (Bond, 2015) negative impact regarding cultural diversity within the
workplace is enhanced tendency of the firm's employees to involve in conflicts. Culturally
diverse workers also have various opinions, beliefs, thoughts, values,traditions,customs,norms.
Negative impacts involves creation of barriers,miscommunication,dysfunctional adaptation
behaviour. Greater differences within the workforce produces conflict among the employees as
people came from various backgrounds and have various perspective to handle issues that may
arise while working within the organization. An incapacity to see the perspective of other person
can prohibit the to see the effective solution regarding conflicts. If the workers of the staff
members from various other nations with different languages, communication is difficult. Thus
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a various number of the barriers can prohibit to the meaningful communication among the staff
members.
As per the view (Morden, 2017) It is crucial that the firms train the staff members on the
cultural awareness as well as tolerance of differences to boosts them to discuss their various
viewpoints to the things that are opposed to avoid the communication to get into the conflict.
From the business point of view, Diversity is also results to the immediate decrease of the trust
that can be presented within workplace. Different background of the people have unique
approaches and opinions to the life that able to create disagreements within workplace. Having
the diverse culture every person within the organization feels that their point of view is correct as
also share their information with others if some people are disagreed and creates the personal
against their integrity,character. For the small businesses they have to face the very difficulty
while acquiring the diversity training. They need additional expenses regarding the training
programs as well as lost the productivity when the staff members are training. It can also result
into the reduction within the consumer service's quality as well as resulting within the unhappy
consumers. Conflict can be caused when the people of the various backgrounds have the
different opinions as well as different priorities as they have the personal demands as well as
requirement. Any type of the conflict within the firm can effect negatively affect the
performance of the team which is not beneficial for the productivity of the firm as well.
As per the (Ntim, 2015) dissatisfied staff members feels like that the environment is
unsafe for them, and they leave. Continuously replacing staff members will also cost the firm as
they have to hire and train the new employees. There is also risk of losing the top talent of the
firm, if the firm is not safe as well as motivating culture. Diversity within the culture also
impacted the satisfaction of the individual as well as inspires the creativity within the team. The
reason why the people are not satisfied to the working with the diverse environment as due to the
employees are not comfortable when working with the dissimilar people. On the opposite,
diverse people is also good for the creativities that can be recognized as a source regarding team
performance.
As per the view (Shi-Xu, 2016) the influences within the cultural diversity can be both
non favourable and favourable as some are the negative and positive benefits that involves the
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lost productivity,dysfunctional conflicts as well as difficulty to achieving harmony within
setting of the group. As the positive effects involves different culture experiences enhance the
strong knowledge base, great tendency to expand their business within the abroad cultures. Most
of the part of the study it focuses on the cultural diversity within the organization that knows
how the firms can be managed through the leaders of the organization. Through the help of the
proper planning regarding strategic planning ,the top-level management can increase the
positive impacts and also reduces the negative impacts regarding cultural diversity within the
company.
As per the view Luo, (2017)) Effective interaction is considered as the important criterion
while managing a good team, needed individual for common language as well as having the
shared cultural diversity and beliefs can reduces the effectiveness regarding communication as
due to the value differences and languages.
Theme 2 How manager deal with diversified work force
As said by (Luo, 2017) it is important for manager to deal with diversified work force so
that diversity is maintained. This is useful in creating a positive work culture and achieving goals
and objectives. Alongside, manager is responsible for working with staff and ensuring that
policies and procedure are followed. There are many ways through which manager deal with
diversified work force. By regularly communicating with them they provide crucial information
to staff regarding policies and procedures. In this way, language and cultural barriers are solved.
Moreover, by developing strong relation with them, manager listen to their problems. Along with
it, manager always view each employee as individual. They do not judge them on basis of any
factor. Besides that, by working in team manager share info about policies and ask staff not to
discriminate anyone.
As elucidated by (Sunstein, 2016) manager motivate employees to work with each other.
They form teams of different types and assign tasks to them. Manager identify strength of staff
and encourage to integrate with others efforts. They set an example by working in team and
appreciate on basis of their performance. With help of it, staff is allowed to engage with others.
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Other than this, issues and cultural barriers are identified and immediate action is taken by
manager. Here, both personal and professional issue are sorted out. The manager assign role on
basis of staff experience and skills. In the view of (Sells. and Hagedorn, 2016) manager remain
open minded with employees. No discrimination or any kind of act is done which result in
discrimination. Each staff perceptive and views are taken into consideration. Apart from it, in
decision making all employees are allowed to participate in it. Hence, it is also a way to deal
with diversified work force. But there are some other ways as well that manager adopt to deal
with staff. They punish staff in case of any discrimination done by them. Alongside, by dealing
strictly with them manager maintain diversity. Manager treat and respect both men and women
in equal and fair way. Both are allocated equal opportunities for growth.
(Sunstein, 2016) said that there are different ways to deal with diversified work force. It
depends on organisation policies and procedures. Also, it depends on manager ability that how
he or she maintain diversity. In this, through leadership style as well diversity can be maintained.
Here, manager also act as leader and follow democratic leadership style. The staff take decision
by engaging with others. This enables in increasing interaction among employees. They share
ideas and opinions and work together. However, by recruiting diverse workforce demonstrate the
commitment to equality and diversity within the enterprise. It requires recognition that assist
individual from different background that can bring fresh ideas and perspective that makes the
enterprise more effective and efficient.
(Sells. and Hagedorn, 2016) stated that an enterprise that offers incentives and rewards to
the employees helps to accomplish the long term goals within the enterprise. An enterprise that
values the equality and diversity that teaches employees to feel empowered. Manager provides
equal benefits and rewards to staff. So, having diversified workforce that reflects the better
understanding organisation culture can assist to facilitate awareness of the needs and wants of
staff that helps in maintaining effective diversity practices and procedures. Within the rapidly
changing world, the organisation that values and encourages the diversity among employees will
have competitive advancement over others.
Performance appraisals is also an important criterion that can be helpful to increase the
organizational and managerial performance as with the motivation of the employees. Equality
can be accomplished when the firm conducts a management system and cultural system audit.
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According to (Smith, Gilmer and Stockdale, 2019) cultural diversity shows existence of different
types of culture and group in society. Values, tradition, beliefs of employees affect how people
behave at workplace. Globalization play an important role in cultural diversity. Diversity
increase workplace issues, conflict between employees. Some employers take diversity of
employees as an opportunity and help them towards success of organization. Every individual
have unique point of view at workplace it becomes a problem while decision making. Cultural
diversity at workplace is benefit as well as a challenge for organization. Hiring new people with
different views and opinion help companies to get better solution for problems and increase
productivity of business. Help to get different type of talent to bring innovation in their product
and services. Employees share their skills and abilities with each other to improve their overall
performance. Organizations are able to stand strong and effective in market with different type of
employees. Diversity also bring some challenges for business like employees are uncomfortable
to work with each other it takes time to adjust in new environment. Employees are unable to
implement task successfully.
As per the view (Bendl, Hainzl and Mensi-Klarbach, 2019), Supervisor and operation
managers play an important role in managing diversity of employees at work and maintain
effectiveness of organization. Different diversity of employees on basis of their education,
ethnicity, Generations, Gender, Religion need to managed collaboratively by managers. Large
number of business like hotels, restaurants are affected by cultural diversity of their employees
and unable to work according to requirement. Managers need to bring communication to provide
accurate information to their employees when an immediate action require. Communication help
to make employees from different culture to understand overall working of organization and
work according to requirement. Managers understand beliefs and values of every employees and
prepare a team to make them work together and understand each other. Development of cross
cultural team improve organizations efforts as well employees abilities. Negative impact of
culture and religion on work affect business. Managers take time to develop positive relation
with their employees it help them to gain trust of employees and work effectively in business.
Managers spend time to build relationship and understand their workers. Learn differences
between employees on basis of age, gender, culture that help them to develop creativity and
innovation in organizations working and lead them to get quality work and improve team
performance. Clarify in expectations from manager make them work effectively towards success
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of organization and improve their abilities to achieve goals and objectives. Each and every
employee have their own expectation due to their diverse culture and clarity make it easy for
organization to get desired outcome from employees. Supervisors provide diverse opportunity to
employees to increase their engagement for organization success. Arrange work as well as
external activities to engage employees make them visit other location or cities. Participation in
external activities improve employee experience and opportunity to understand each other better.
Supervisors create mentor ship program to make their employees understand new things and its a
great way to promote workplace diversity. Managers provide flexibility to employees to make it
easy for them adjust in an organization.
Managers are not always trained or understand importance of diversity they also need to
understand how to hire and manage different group of employees. Manager need to support
employees to foster a diverse workforce
As per the view(Carrim, 2019), large number of managers who are operating in
restaurants manage their diverse culture employees in different ways to make them an important
tool for their success and to bring innovation in organization. Cultural diversity is become an
important skill for effective performance at workplace. Managers of Restaurants require skills
and techniques to manage cultural diversity and they prepare strategies to train employees
effectively. Cultural awareness help managers to understand employees reaction's to each other,
and its affect of working and relationship between employees, focus on individual behavior to
solve problems easily and improve their efforts effectively. Manager know attitude of their
employees to know reason for cultural differences their aim is to manage cultural diversity at
workplace and to develop positive working relations between employees. Proper knowledge
about organizations working and culture followed at workplace help in success, provide
information about other culture are important for smooth working. Manager respect every
employee and listen to their needs to understand different culture of every employee and it also
help them to provide sense of belonging to an individual. Overall training provided to
employees from different culture and tradition help them to get respect fro each others tradition
and help to improve flexibility at workplace, employees are able to understand each other
culture. Help to improve engagement of employees with team and improve their efforts for
development of organization effectively. Employees are able to understand each others cultural
difference and help managers for better management of work.
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Researchers investigated that Workplace diversity is important and provide benefits to
both company and employees(Du, 2018). Managers able to bring innovation with help of getting
new employees with new plans and ideas to remain competitive in market. Able to get unique
qualities in employees help to solve problems of business. Diverse workforce help to work in a
team as every employee respect each other and understand their culture and develop positive
environment in organization and contribute towards success. Managers get best employees for
job irrespective of their culture and values help company to gain reputation in market. Diversity
in companies working help them to increase productivity of business easily as they are able to
get different skills and abilities of workers to work effectively in an organization to achieve their
goals and objectives. Different employees provide different strategies to gain an advantage in
market for business and help companies to grow at large scale.
Managers create written policies in relation to diversity of employees. Policies help to
know clear rules and regulations to work in an organization with different culture. Policies help
employees to understand non discrimination laws at workplace and respect each other culture
and maintain working of organization. Supervisors make employees understand that
inappropriate behavior is not tolerated in organization.
In opinion of (Anita and Swamy, 2018), Customers satisfaction is one of the most
important factor that help business to maintain effectiveness in market and require to develop
business at large scale. Cultural diversity of employees help organization to analyze customers
from different sector and provide product according to requirement. Organization able to
innovation and creativity in their services and help them to develop products effectively and
according to requirement. Employees with different culture able to work in a team and improve
decision making which help them to satisfy their customers easily. Customer satisfaction play an
important role in success of organization and improve efforts and maintain abilities. Proper
communication between employees from Different culture help organization to provide quality
products to their customers easily and help them to implement efforts towards success of
organization at a large scale.
Theme 3 Strategies to maintain diversity within organisation
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Diversity provides benefits the workers within many ways as it assures he employees
that there will be wide range of backgrounds ,skills sets and many more to helps the firm to have
more innovates ideas
As per the view of (Luo, 2017) Training and educating is considered as a vital for
diversity as when it comes about the recruitment as purpose regarding diversity training is to
enhance the participants about the culture awareness ,communication and knowledge. It assist a
firm to prevent the violations regarding civil rights, enhancing inclusion of various groups as
well as promoting the better team work. It can educate staff members about the diversity
although training unable to change the belief's of the individual. It have the capacity to enhance
the awareness ,educate the staff members that how to accept the various fellow employees of
different background. Firm uses the diversity to bring best within their workers. Companies
also break down the barriers output the different types of the staff members For example
social ,ethical and political barriers as they can work together as a more productive team. This
training brings a positive work environment among the staff members and organization.
As per the view of (Luo, 2017) communication can also be an effective strategy that
being followed by mangers it will useful in engaging with employees and developing the strong
relationship with them,also it will be helpful in communicating about policies that are follower in
an organization. So, staff interact with each other and work together to attain goals. Beside that,
communication allow in solving personal issues.
According to (Amico, 2017) Workplace diversity is a mix of differences and similarities on basis
of organizational characteristics, values, beliefs, experiences. Managers guide employees to work
effectively for success of organization and to fulfill customers satisfaction. Supervisors develop
English as a second language for employees. Language is one of the major barrier that make it
tough to communicate with each other. Manager analyze communication skills in employees and
hire candidate with better skills and abilities. Strategy help managers to establish effective
communication between employees. Manager need to make cultural awareness training as a part
of corporate curriculum. Training program of organization to employees with different culture
help company to make them aware about working environment. It work as a good business
practice to innovate abilities of employees. Cultural training help employees to become
successful as well as help them to grow in business. Special training and coaching is also
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