Diversity: A Business Imperative

Chapter Objectives  Define diversity and explain its importance in the emerging economy.  Understand what internal factors contribute to conflict in diverse environments.  Recognize linguistic styles and how they affect interactions in a diverse workplace.  Know how to thrive in a diverse environment.

Definition of Diversity  Diversity refers to differences. The sum of our individual differences affects how we view others and how others view us.

Dimensions of Diversity Race  Ethnicity  Sex  Sexual Orientation Personal Experiences  Religious Beliefs  Education  Physical  Abilities  Age  Upbringing Parental Status  Income  Occupation  Marital Status  Geographic Location  Military Experience

Benefits of Diversity A diverse workforce  Is a competitive necessity.  Helps a business create new and more innovative products.  Better meets the needs of diverse customers and clients.  Will be an increasingly important source of labor.

Changing Makeup of the Workforce  Women  Older Workers  Race and Ethnicity  Workers with Disabilities  Gays and Lesbians

Women  Women now make up approximately half of the workforce and more than half of college enrollments.  More women than men hold professional and managerial positions.  Approximately 60% of all married women with children under the age of 6 are working.  Women are having an impact on the types of benefits and working conditions offered by employers.

Older Workers  By 2010, 17% of the nation’s workforce will be comprised of adults ages 55 and older.  An AARP survey found that 85% of Americans surveyed between the ages of 50 and 70 had never retired; while 15% had retired but remained in or returned to work.  Most of those surveyed envisioned themselves working into their 70s and beyond.  Older workers are staying in the workforce longer for money, enjoyment, and activity.

Race and Ethnicity  The workforce is becoming increasingly diverse racially and ethnically.  By 2012, Hispanic or Latino people will be the largest minority population in the workforce, with 23.8 million.  The U.S. can expect one million immigrants annually in the next decade.  Immigrant groups bring cultural values, ways of communication, and behavior patterns that affect communication in the workplace.

Workers with Disabilities  There are approximately 16 million Americans of working age who have disabilities.  Of those 16 million, 60-70% of them are unemployed or underemployed.  Experts believe workers with disabilities will increasingly be able to fill the labor shortage that is expected in 2010.

Gays and Lesbians  The gay and lesbian population in the U.S. is between 1 and 10% of the total population.  Many companies are including gays and lesbians in their diversity initiatives.  92 of the Fortune 100 companies ban discrimination based on sexual orientation, and nearly 2/3 of them offer health benefits to same-sex partners.

Internal Factors that Lead to Conflict  Bias—a preference for or against an individual or group that interferes with impartial judgment  Prejudice—making a decision about a person or group of people without sufficient knowledge  Stereotype—a fixed or distorted generalization about members of a particular group

Internal Factors that Lead to Conflict  Values—things that are important to use that evolve from influences of family, society, religion, and personal experiences  Value Systems—a road map for our behavior in a variety of situations

Linguistic Styles that Affect Interactions  Characteristic speaking styles  Directness or indirectness  Pacing and pausing  Word choice  Use of jokes, figures of speech, stories, questions, and apologies

Communication Styles  Direct communication style—reflects a goal orientation and a desire to get down to business and get to the point  Indirect communication style—reflects a focus on the relationship and is used to develop a rapport before getting down to business

Communication Styles  To prevent communication styles from being a source of conflict Concentrate on the message and clarifying understanding rather than the way it is delivered. Concentrate on the message and clarifying understanding rather than the way it is delivered. Adapt your style to match others if needed. Adapt your style to match others if needed.

Low Context Mode  Low Context Groups Value the written or spoken word. Value the written or spoken word. Are task oriented and results driven. Are task oriented and results driven. Generally use a direct linguistic style. Generally use a direct linguistic style.  In low context situations, knowledge is more transferable and available to the public.

High Context Mode  High Context Groups Are difficult to penetrate. Are difficult to penetrate. Value long-term relationships and use less verbally explicit communication. Value long-term relationships and use less verbally explicit communication. Have strong boundaries defining who is accepted and who is considered an outsider. Have strong boundaries defining who is accepted and who is considered an outsider.  Decisions and activities focus on face-to-face relationships and often around one person or small group who has authority.

Conversational Rituals  Conversational rituals are things we say without considering the literal meaning of our words.  Problems can occur if others do not understand conversational rituals and take them literally.

Thriving in a Diverse Environment  Develop empathy and sensitivity to the needs of others.  Use positive self-talk and avoid negativity.  Practice the Pygmalion effect (you get what you expect).  Communicate dignity and respect.  Expect ambiguity; be flexible and understanding.  Be inclusive in your language and actions.  Understand work style differences.

Work Style Differences  Monochronic work style—do one thing at a time and follow plans closely  Polychronic work style—do many things at once, change plans easily, and tolerate interruptions  Respect work style differences. Concentrate on meeting goals rather than on how tasks are completed.

Key Terms  Value systems  Linguistic styles  Direct communication style  Indirect communication style  Diversity  Baby boomers  Bias  Prejudice  Stereotypes  Values

Key Terms  Pygmalion effect  Monochronic work style  Polychronic work style  Low context group  High context group  Conversational rituals  Empathy