Use your own word Activities 1 (Prepare a diversity review report) you can use template on Appendix 4 for the other attach files Activities 2 (Write an apology email letter and Write an email to super
Assessment Task 2 Portfolio and Role Play Manage diversity in the workplace Scenario You are working as the General Manager of International Hotel Group who is responsible for implementing diversity throughout the organisation. Read the International Hotel Group Case Study Information (Appendix 1) carefully as you will be using the case study information to complete the activities given below. In this task you will implement the diversity policy and foster respect for diversity in the work team. The following issues were discussed in a recent management review meeting: Recent survey of its customers indicated that they prefer multicultural staff Governments are encouraging business: To provide employment opportunities to disadvantaged groups To promote diversity in their workplaces Currently all senior roles are held by males There has been a recent increase in sexual harassment complaints by females No one has gone through any form of EEO or diversity training Currently there is no provision to take employees with disabilities Diversity policy needs review to include policies such as work life balance, staff training and development and equal employment opportunity. Activities Prepare a diversity review report Carefully review the International Hotel Group Case Study Information (Appendix 1) and the International Hotel Group Diversity Policy (Appendix 2). Prepare a Diversity Policy Review Report to cover the following Brief overview of the policy Potential benefits of the policy Application of the policy within International Hotel Group Actions required to promote and foster culture of diversity You can use the Diversity Policy Review Report template (Appendix 4) to guide your work. Answer: Aim for diversity in selecting and recruiting staff Rhonda has just moved from Cowra to Sydney to bring her daughter to near access of the appropriate medical care. Her daughter is struggling with Chronic Obstructive Pulmonary disease (COPD) and needs immediate hospital care. She managed to find a one-bedroom unit and applied for a position at IHG Parramatta and attended an interview. After few days you received an email from Rhonda that the supervisor interviewed her asked her questions relating to her family situation rather than the skills she can bring to the job. She also mentioned that the supervisor passed comments like “it’s very challenging to have single mother with children because they may take several leaves and it will put burden on the other staff to cover for them” She thought that this behaviour may be stemming from the top i.e., from the mangers like you (an imagine you do have these strong opinions also). She considered that this is not acceptable recruitment practice and advised you that she may take this to the anti-discrimination body if not resolved by the IHG. You have identified several issues coming out of this incident including the comment relating to the workplace culture stemming from the top. Write an apology email letter to Rhoda and an invitation to speak to you directly to resolve the issue. This email should address your own prejudices regarding this issue and must demonstrate respect for differences in people. Answer: Write an email to the supervisor who interviewed Rhonda to explain the diversity policy and a need for demonstrating respect towards people during selection and recruitment phase. Answer: Participate in a roleplay with staff members to manage tensions Roleplay scenario You observed two of your colleagues talking in Portuguese while working at the reception desk of the IHG Summer Hills. Next day, a few other colleagues remarked towards them that it is rude to speak in other language in the workplace if you are in an Englishspeaking country and workplace. As a manager, you will negotiate the differences between colleagues and demonstrate on how you can manage tensions and encourage respect between staff. Roleplay conditions Your assessor will prepare the environment for the meeting. You will act as the general manager; your assessor will act as the staff member who complained about the people talking in other language. One of your classmates will play the role of the staff member who was speaking in other language. Role description for the student who is acting as the general manager Before role-play begins, you will go through the policies and procedures given the case study to have a working knowledge and their application. During role-play, you will listen to the complaint made by the employees using active listening techniques. You will use communication and negotiation techniques to manage the differences. You will ensure that you understand the backgrounds of the people involved in the incidents so that you don’t discriminate any parties. You will use the established policies and procedures to get your point across and to assist you to resolve the issue at hand. Role description for the person who is making compliant You will read the assessment task to understand the background of the role. You will be playing the role of the person complaining. You should express your dissatisfaction and frustration with the incident. You will provide the details of the incident and respond to the questions asked by the General Manager who is resolving the complaint. You will try to listen to the General Manager to resolve. Role description for the student who is acting as the employee whom the complaint is made against You will read the assessment task to understand the background of the role. You will be playing the role of the employee for whom the compliant is made against. You will assist the General Manager in answering the questions and listen carefully as to what action you need to undertake. The General Manager may request you to go through the policy statements and may also ask you to apologise to the complainant. During the meeting, you are required to: Demonstrate respect towards others Play impartial role and listen to both parties Use the established policy and procedure to get your point across Participate in discussion using listening and questioning to elicit the views of others Present information and opinions using appropriate language and non-verbal features. This meeting should take no more than 15 minutes Answer: Participate in role play to manage allegations of harassment Roleplay Scenario One of your team members is complaining since last few days that she was being racially harassed and threatened by a colleague. She was worried because she lives very close to the place where the other colleague lives. Roleplay conditions Your assessor will prepare the environment for the meeting. You will act as the general manager; your assessor will act as the staff member who complained. One of your classmates will play the role of the staff member who was harassing the staff member. Role description for the student who is acting as the general manager Before role-play begins, you will go through the policies and procedures given the case study to have a working knowledge and their application. During role-play, you will listen to the complaint made by the employee using active listening techniques. You will use communication and negotiation techniques to manage the differences. You will ensure that you understand the backgrounds of the people involved in the incidents so that you don’t discriminate any parties. You will use the established policies and procedures to get your point across and to assist you to resolve the issue at hand. Role description for the person who is making compliant You will read the assessment task to understand the background of the role. You will be playing the role of the person complaining. You should express your dissatisfaction and frustration with the incident. You will provide the details of the incident and respond to the questions asked by the General Manager who is resolving the complaint. You will try to listen to the General Manager to resolve. Role description for the student who is acting as the employee whom the complaint is made against You will read the assessment task to understand the background of the role. You will be playing the role of the employee who is harassing the staff member. You will assist the General Manager in answering the questions and listen carefully as to what action you need to undertake. The General Manager may request you to go through the policy statements and may also ask you to apologise to the complainant. During the meeting, you are required to: Demonstrate respect towards others Play impartial role and listen to both parties Use the established policy and procedure to get your point across Explain the formal complaints process as per the policy and procedure Participate in discussion using listening and questioning to elicit the views of others Present information and opinions using appropriate language and non-verbal features This meeting should take no more than 15 minutes Answer: Notes: For the roleplay question, you need write 3-4 paragraph according to “each point on During the meeting”
Use your own word Activities 1 (Prepare a diversity review report) you can use template on Appendix 4 for the other attach files Activities 2 (Write an apology email letter and Write an email to super
Appendix 1 – International Hotel Group Case Study Information The International Hotel Group started business with two small boutique style hotels in Melbourne, Australia. The group is owned and financed by a large consortium of international business experts and several large investment companies. It is in a strong financial position for expansion. Over a period of 15 years, it has grown to now comprise a chain of 20 hotels across 5 different countries in the Australasian region. This growth was a result of an acquisition of a small hotel chain and establishment of some new properties, mainly in Australia. The group employs cultural specialists and prides itself on its multicultural expertise that assists with its success in welcoming guests from all regions of the World. The Group now employs 1000 staff in full time, part time and casual positions. The Head Office, located in Melbourne, houses the management team for the group. The group is owned and financed by a large consortium of international businesspeople and several large investment companies. It is in a strong financial position for expansion. The Head Office, located in Melbourne, houses the management team for the group. The vision for the Group is to expand geographically to provide a quality boutique alternative in key locations across the Australasian region, whilst maintaining its reputation for exceptional personalised service. Brief Description of Organisation Structure The Head Office of The International Hotel Group houses the Chief Operating Officer and the Strategic Management Team, the Chief Financial Officer and the Finance Department (finance officers are allocated a number of hotels to service), The Human Resources Manager and Assistant (the system is devolved with HR representatives in each hotel), The Development Team who manage building contracts and maintenance and The Marketing and Sales Team (a team of 15 culturally capable managers and staff) and the frontline management team that form the main liaison team of the company. Marketing and sales staff are constantly travelling to visit the Hotel Groups and may be seconded to a hotel or country for 6 months in the period leading up to acquisition or commissioning of a new hotel. The majority of staff employed by the Hotel Group are located in the hotels. This includes Manager and Deputy Manager, Hotel Coordinator and Administrator/Events manager, Restaurant Manager and all the staff who cook, clean and wait in the hotel. Organisational Values Statements Team work is the key to success. Customer service is what we do best! We endeavour to show respect to all people, be supportive of our co- workers and work towards achieving the organisational goals. We are all in this together and focussed on being the best chain of boutique hotels in the world! We value clear communication and the right to express our opinions in a polite and pleasant manner and we extend this right to others. We endeavour to support others by observing all appropriate legislation and guidelines and ensure that our hotels are safe environments. Plans for Immediate Future The Hotel Group is investigating expansion into new regions, possibly Pacific Island Region, New Zealand and Indonesia/Malaysia. Preliminary evaluation of marketing opportunities has identified the Pacific and New Zealand regions as promising areas for further expansion in the next 12 months. The Hotel Group is also planning to value add to its Hotel experience by establishing expertise for events management, in particular conference facilities for small- medium size conferences. Demographic information Male population: 49.3% Female population: 50.7% Indigenous population: 1% Migrant and non-English speaking background population: 33% Teenager population: 10% Working males: 60% Working females: 25% People with some form of disability: 5% The following benefits identified of having diverse workforce Recognition as an employer of choice Recruiting and retaining the best candidates from a broader talent pool Reduced turnover Better knowledge and understanding of the community we are in Provision of equal employment opportunity and respectful workplaces Increased employee job satisfaction, recognition and productivity Being recognized as responsive to ‘diverse communities’ Improved reputation Appendix 2 – International Hotel Group Diversity Policy Vision The International Hotel Group (IHG) is committed to creating an organisational culture in which diversity and equality of opportunity are promoted actively and in which unlawful discrimination is not tolerated. The IHG recognises the real business benefits of having a diverse community of staff and to this end, is working towards building and maintaining an environment which values diversity. Policy Statement The IHG believes in the principles of social justice, acknowledges that discrimination affects people in complex ways and is committed to challenge all forms of inequality. To this end, we aim to ensure that: Individuals are treated fairly, with dignity and respect regardless of their age, marital status, disability, race, faith, gender, language, social/ economical background or LGBT status. It affords all individuals, and employees the opportunity to fulfil their potential. It promotes an inclusive and supportive environment for staff, associates and visitors; It recognises the varied contributions to the achievement of the company’s mission made by individuals from diverse backgrounds and with a wide range of experiences Scope of the Policy This policy applies to all staff, associates and visitors to the company, together with those contracted to work for the IHG on short term assignments. Aims of the Policy and Underpinning Principles The aim of this policy is to ensure that in carrying out its activities The IHG will have due regard to: promoting equality of opportunity, across all our activities promoting good relations between people of a diverse background eliminating unlawful discrimination This policy is guided by the following principles, that: All staff, associates and visitors should enjoy a safe working environment free from discrimination and harassment/bullying All employees should have equal access to quality services that are made available by the IHG All staff should have equal access to opportunities for personal, and professional development and career, progression, and promotion opportunities The IHG staff and associates should reflect the diversity of talent, experience and skills from the local, and national pool from which it draws its workforce All relevant stakeholders, including staff, have the right to be consulted about The IHG policy, procedures and practices and are encouraged to contribute to the decision-making processes of the company. Implementation of the Policy The successful implementation of all strands of this policy relies on the mainstreaming of equality and diversity issues within the strategic planning process. This will be achieved through continual consultation with staff and stakeholders. Responsibilities The CEO and Directors are responsible for ensuring: The effective implementation of the Diversity policy That the IHG meets its legal obligations in respect of legislation relating to equal opportunities. The strategic development, implementation and review of the Diversity Policy That appropriate action is taken against individuals who do not act in accordance with the policy Managers are responsible for: Fostering a culture in which compliance with this policy is regarded as integral to the work of the area and in which equality and diversity issues are actively promoted Ensuring staff are encouraged, supported and enabled to reach their full potential Identifying appropriate staff development for themselves and their staff to meet the needs of their respective areas Individual members of staff are responsible for: Supporting and implementing the aims of this policy Promoting equality of opportunity Contributing to an environment free of fear or intimidation and which celebrates diversity Ensuring that their behaviour and actions do not amount to discrimination, harassment, bullying or victimisation in any way. Diversity practices All employees undergo diversity training. Diversity training encompasses raising awareness about issues surrounding diversity and developing diversity management skills. IHG provides a safe and pleasant environment for our employees. We offer: Flexible working time arrangements Employee education assistance Employee network and support groups Open communications Mentor programmes Breach of the Policy The IHG will take seriously any instances of non-adherence to the Diversity policy by staff, associates or visitors. Any instances of non-adherence will be investigated and where appropriate will be considered under the relevant disciplinary policy. With regard to any breach of the policy by visitors, the directors will take appropriate action in relation to the nature of the incident. Monitoring and Review The IHG will seek to access the impact of its policies on staff to ensure that real improvements are being made in tackling discrimination and promoting diversity. The policy will be reviewed every two years. Relevant Legislation The IHG will implement its Diversity Policy in accordance with current legislation and codes of practice including: Australian Human Rights Commission Act 1986 Age Discrimination Act 2004 Disability Discrimination Act 1992 Racial Discrimination Act 1975 Sex Discrimination Act 1984 Appendix 3 – IHG Complaints and Appeals Resolution Procedures IHG review of allegations of harassment/discrimination are divided into two major parts: an informal resolution process and a formal resolution process. Informal Resolution Process Any IHG employee who believes he or she is being subjected to any kind of discrimination/harassment should not ignore it, as ignoring it may be seen as unspoken consent from the alleged harasser’s point of view. Any incident or situation that an employee believes involves discrimination by a colleague, supervisor, manager or other individual must be brought to the immediate attention of those who are involved in the resolution of the case. If an employee alleges discrimination by a supervisor, another senior manager should seek to resolve the issue. If the manager receives an allegation of discrimination he or she is bound to investigate and, if appropriate, take remedial action. Generally, these issues can be resolved without the need for formal intervention. The options available to you are: Talk to the person who is making you feel uncomfortable or whom you may have offended (if you feel able); Talk to your supervisor; Talk to your manager; or Contact Human Resources at the head office In many instances, such simplistic measures are a success as: It allows the matter to be addressed quietly and without labels being attached to anyone. This is particularly important where the behaviour was unintentional or misguided. It allows for positive action to be taken to correct or alter behaviour. It allows management to develop preventative measures throughout a work area without attributing blame to one person or another. This can be important when the discrimination is the result of group behaviour or when what has been regarded as ‘normal’ behaviour in the work area is perceived as discrimination by someone new to the area. It focuses effort on putting future working relationships onto a proper basis by clarifying what is regarded as acceptable behaviour and what is not. Leaving employees with no option other than to accept continuing offensive behaviour is not an acceptable solution. Supervisors should ensure that the situation is resolved to the satisfaction of the affected parties. At the same time, the supervisor should ensure that the person alleging discrimination is acting in good faith and not out of malice. It is important that should any investigation be conducted that it complies with principles of procedural fairness, which include informing the alleged discriminator of the substance of the allegations made and giving them an opportunity to put their case forward. It should be noted that procedural fairness may require the identification of the person alleging discrimination. If the employee who has complained of discrimination is satisfied with the outcome of the informal process, he or she should inform their supervisor so that normal working relationships can resume. Formal Process If you are not satisfied with the outcome of the informal discussions, or you feel that you are unable to raise the issue through informal means you should contact the General Manager, Human Resources and Facilities. In some cases, it may be appropriate for the General Manager, Human Resources and Facilities to appoint an independent person to investigate an allegation of harassment to determine whether any further action may be required. If the matter is so serious or sensitive that it is inappropriate for it to be investigated within the IHG, staff may refer the matter to the appropriate government agencies. Appendix 4 – Diversity Policy Review Report Brief overview of the policy  Potential benefits of the policy Application of the policy Actions required to promote the policy and foster diversity culture Key Result Area  Objectives  Actions  Responsibility  BSBDIV501 Appendices and Templates Version 1.0, July 2021 Page 10 of 10