Valuing Diversity—Introduction to Culture

Chapter 5Chapter 5

Introduction

Diversity – refers to the degree of differences among members of a group or an organization

Valuing diversity – means to include all groups at all levels in an organization

Diverse people behave differently and have different human relations in organizations

Prejudice and Discrimination

Prejudice – the prejudgment of a person or situation based on attitudesPrejudice is often based on stereotyping a group

Discrimination – behavior for or against a person or situationDiscrimination is usually based on prejudice

Common Areas of Employment Discrimination (1 of 2)

Recruitment –People who hire employees fail to actively recruit

people from certain groups to apply for jobs with their organization

Selection –People who select candidates from the recruited

applicants fail to hire people from certain groups

Compensation –White males make more money than other groups

Common Areas of Employment Discrimination (2 of 2)

Upward mobility –Race and gender are significant influences on

advancement

Evaluation –When organizations do not base evaluations on

actual job performance, discrimination in compensation and upward mobility occur

Valuing Diversity

Valuing diversity, equal employment opportunity (EEO), and affirmative action (AA) are different

By valuing work force diversity, management seizes the benefits differences bring

Managing and valuing diversity build on the foundations created by EEO and AA

Pre-employment Inquiries

Every question asked should be job relatedHave a purpose for using the informationOnly ask legal questions you plan to use in your

selection processInformation should relate to bona fide occupational

qualifications

Any general question that you ask should be asked of all candidatesBona fide occupational qualification

Sexism

Sexism – refers to discrimination based on sexSexism limits the opportunities of both women

and men to choose the lifestyles and careers that best suit their abilities and interests

Men and women face discrimination when they pursue careers traditionally held by the opposite sex

Culture promotes differences in males and females

Women in the Work Force

Do men and women get the same pay?

Comparable worth

Myths about women managers

The glass ceiling

Sexist language and behavior

Minorities’ Progress in the Workplace

Minorities are making slow progress into management and professional level jobsNot rapidly enough to make a significant change in

the distribution of those jobsAfrican-Americans and Hispanics tend to be

concentrated in the lower-wage service-sector jobs

Some industries have been more receptive than others to advancing women and minorities

Overcoming Sexism and Racism

Hiring and promotion decisions should not be based on sexaffirmative action plans may be implemented

Avoid using sexist and racist languageCall people by name, rather than by sexist

and racist termsBe wary of swearing in the workplaceState displeasure if sexist or racist implying

language is used

Family Sex Roles are Changing

Marriage and family agreements

Fathers roles are changing

Mothers roles are changing

Parenting

Work and Family Balance

Employees are being asked to work longer hours and to work more days each week

Heavy overtime is straining familiesBoth genders are feeling conflict between

work and familyMen and women want a better balance

between work and family

Managing Diversity

Managing diversity emphasizes helping ALL employees:meet their work-life needs, orimproving the quality of work life

Many organizations believe that providing family-friendly benefits helps motivate employees to work harder

Organizations with more extensive work-family policies have higher levels of perceived performance

Managing Diversity: Flexible Work Arrangements (1 of 2)

TelecommutingTelecentersMobile work

Flextime

Work-life, cafeteria, benefits

ChildcareOnsite and nearby centers

Managing Diversity: Flexible Work Arrangements (2 of 2)

Work-life balance classes

Tuition reimbursementPaying all or part of educational expenses

Employee assistance programs

Global Diversity: Multinational Companies

Multinational company (MNC) – conducts a large part of its business outside the country of its headquarters

MNCs link many culturesEffective human relations vary globallyExpatriates – people who live and work in a

country other than their native countryOften experience culture shock

Global Diversity: Cross-Cultural Relations

Diversity in customs

Diversity in attitudes toward time

Diversity in work ethics

Diversity in pay

Diversity in laws and politics

Diversity in ethics

Diversity in participative management

Handling Complaints Model

Step 1. Listen to the complaint and

paraphrase it

Step 2. Have the complainer recommend a

solution

Step 3. Schedule time to get all the facts and

/ or make the decision

Step 4. Develop and implement a plan, and

follow-up

Handling Customer Complaints (1 of 2)

Step 1. Admit you made a mistake

Step 2. Agree that it should not have

happened

Step 3. Tell the customer what you are going to do about it

Or ask what the customer recommends you do about it

Handling Customer Complaints (2 of 2)

Step 4. Take the action to make it up to the

customer

Step 5. Take precautions to prevent the

mistake in the future