15 - 1. © 2008 The McGraw-Hill Companies, Inc. All rights reserved 15 - 2ChapterChapter McGraw-Hill/Irwin Valuing Diversity Globally 15.

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© 2008 The McGraw-Hill Companies, Inc. All rights reserved

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ChapterChapterChapterChapter

McGraw-Hill/Irwin

Valuing Valuing Diversity Diversity GloballyGlobally

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IntroductionIntroduction

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

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Prejudice and DiscriminationPrejudice 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

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Common Areas of Employment Common Areas of Employment Discrimination Discrimination (1 of 2)(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 groupsCompensation –

White males make more money than other groups

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Common Areas of Employment Common Areas of Employment Discrimination Discrimination (2 of 2)(2 of 2)

Upward mobility –Race and gender are significant influences on

advancementEvaluation –

When organizations do not base evaluations on actual job performance, discrimination in compensation and upward mobility occur

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Valuing DiversityValuing 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

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Laws Affecting Employment Laws Affecting Employment Opportunity Opportunity (1 of 2)(1 of 2)

Civil Rights Act of 1964 and 1991

Equal Pay Act of 1963

Age Discrimination in Employment Act of

1967

Vocational Rehabilitation Act of 1973Vietnam-Era Veterans’ Readjustment

Assistance Act of 1972 and 1974 (amended in 1980)

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Laws Affecting Employment Laws Affecting Employment Opportunity Opportunity (2 of 2)(2 of 2)

Pregnancy Discrimination Act of 1978

Americans with Disabilities Act of 1990

Family and Medical Leave Act of 1992

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Pre-employment InquiriesPre-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 qualificationsAny general question that you ask should be

asked of all candidatesBona fide occupational qualification

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EEO and Affirmative ActionEEO and Affirmative Action

Equal Employment Opportunity (EEO)

Primarily concerned with racism and prejudice

Directs attention to laws that guide recruiting, selecting, compensating, promoting, and evaluating employees

Affirmative Action (AA)

Planned special efforts to recruit, hire, and promote women and members of minority groups

Concept established for organizations by:Executive Order 11246 of

1965Executive Order 11375 of

1967

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The Legally ProtectedThe Legally Protected

Alcohol andDrug AbuseAnd Testing

AIDS and AIDSTesting

SexualOrientation

ReligiousBeliefs

People withDisabilities

Minorities

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The Legally Protected: The Legally Protected: Women and Sexual HarassmentWomen and Sexual Harassment

Women are a legally protected groupSexual harassment is one of the most

sensitive areas of discriminationThe most frequent harassment targets

Include:new employeespeople who are on probation in their jobsthe young and experienced

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The EEOC Definition of Sexual The EEOC Definition of Sexual Harassment: Harassment: (1 of 2)(1 of 2)

The Equal Employment Opportunity Commission (EEOC) defines sexual harassment as:

Unwelcome sexual advances, requests for sexual favors, and other unwanted verbal or physical conduct of a sexual nature constitute sexual harassment when:

1. submission to such conduct is made either explicitly or implicitly a term or condition of an individual’s employment

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The EEOC Definition of Sexual The EEOC Definition of Sexual Harassment:Harassment: (2 of 2)(2 of 2)

1. submission to or rejection of such conduct by an individual is used as the basis for employment decisions affecting such individual, or

2. such conduct has the purpose or effect of unreasonably interfering with an individual’s work performance or creating an intimidating, hostile, or offensive environment

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Areas Defined by the Courts as Areas Defined by the Courts as Harassment:Harassment:

IndirectHarassment

PhysicalConduct

VisualHarassment

Coercion Favoritism

UnwelcomeSexual

Advances

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SexismSexism

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

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Women in the Work ForceWomen in the Work Force

Married Couple Families with

Children Under 18

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Women in the Work Force: Women in the Work Force: Mothers in the Mothers in the Work Force by Age of ChildWork Force by Age of Child

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Women in the Work ForceWomen 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

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Minorities’ Progress in the Minorities’ Progress in the WorkplaceWorkplace

Minorities are making slow progress into management and professional level jobsNot rapidly enough to make a significant change in the distribution of those jobs

African-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

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Overcoming Sexism and RacismOvercoming 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 terms

Be wary of swearing in the workplaceState displeasure if sexist or racist implying language is used

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Family Sex Roles are ChangingFamily Sex Roles are Changing

Marriage and family agreements

Fathers roles are changing

Mothers roles are changing

Parenting

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Work and Family BalanceWork 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

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Managing DiversityManaging 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

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

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Managing Diversity: Managing Diversity: Flexible Work ArrangementsFlexible Work Arrangements (1 of 2)(1 of 2)

TelecommutingTelecentersMobile work

Flextime

Work-life, cafeteria, benefits

ChildcareOnsite and nearby centers

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Managing Diversity: Managing Diversity: Flexible Work ArrangementsFlexible Work Arrangements (2 of 2)(2 of 2)

Work-life balance classes

Tuition reimbursementPaying all or part of educational expenses

Employee assistance programs

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Global Diversity: Global Diversity: Multinational Multinational CompaniesCompanies

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

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Global Diversity: Global Diversity: Cross-Cultural Cross-Cultural RelationsRelations

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

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Handling Complaints ModelHandling 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

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Handling Handling CustomerCustomer Complaints Complaints (1 of 2)(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

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Handling Handling CustomerCustomer Complaints Complaints (2 of 2)(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