1. EQUALITY & DIVERSITY UP DATING TRAINING Jan Tothill September 2015

2. EQUALITY & DIVERSITY OUTLINE  Understanding Key terms  Providing an Inclusive Service  Equality in Action

3. UNDERSTANDING KEY TERMS Learning Objectives  Understand the meaning of ‘equality’ and ‘diversity’  Understand the meanings of ‘prejudice’, ‘direct discrimination’ and ‘indirect discrimination’  Identify the 9 protected characteristics

4. UNDERSTANDING KEY TERMS Which of the following describes ‘equality’?  Equality is about treating everyone the same regardless of the differences between them  Equality is about positive discrimination, choosing people for jobs or promotion, because they are from a particular group for example black or female  Equality is about treating people according to their needs and goals Equality is about treating everyone fairly and with equal levels of respect.. Sometimes by treating people the same we can actually treat them unfairly because of their different needs 

5. UNDERSTANDING KEY TERMS Which of the following describes ‘diversity’?  Diversity is about making sure that you treat everyone the same regardless of their difference  Diversity means equality  Diversity is about recognising that everyone is different and valuing that difference  Diversity is about positive discrimination 

6. UNDERSTANDING KEY TERMS Equality Law says it is illegal to discriminate against certain groups of people. Which groups of people would be protected in the workplace?  Someone who is overweight  A Christian  A person with ginger hair  An individual with learning difficulties  A gay man  An 18 year old who has just left school    

7. UNDERSTANDING KEY TERMS PROTECTED CHARACTERISTICS  Age  Gender reassignment  Marriage (including same sex marriage) and civil partnership  Pregnancy and maternity  Race  Religion or belief  Gender  Sexual orientation

8. UNDERSTANDING KEY TERMS  Prejudice occurs when we have a negative attitude towards an individual or group that is based solely on their membership or perceived membership of that group  Discrimination refers to an unfavourable action or behaviour that occurs based on that person’s (perceived) membership of a particular group

9. UNDERSTANDING KEY TERMS DIRECT DISCRIMINATION  When someone is treated less favourably than another person because of a protected characteristic they are thought to have or because they have associated wit someone who has a protected characteristic  E.g. refusing a woman a job on grounds of her gender even though best qualified or considering someone for promotion because they care for someone who is disabled

10. UNDERSTANDING KEY TERMS INDIRECT DISCRIMINATION  Occurs when a provision, criterion or practice does not appear to be discriminatory but which in reality, disadvantages people because of a protected characteristic  E.g. advertising for a role that requires 10 years experience would indirectly discriminate against people in their 20’s who may well have the skills to do the job.

11. UNDERSTANDING KEY TERMS  A local cinema requires all employees to wear uniform that includes short sleeve t-shirts and a baseball cap  When looking at a CV, the employer looks at the person’s Facebook page and sees they are disabled. They remove them from the short list although they have had a successful career, as they believe and non- disabled person would be a better all- round person. Indirect Direct

12. Providing an Inclusive Service Learning objectives  Appreciate the importance of accurately identifying a customer’s need  Identify the different types of barriers that customers may face to access your service  Understand your role in helping customers overcome barriers they may face  Describe how equalities fit with the 3 stages of providing an effective customer service

13. Providing an Inclusive Service  Customer can include people from other businesses and organisations, your colleagues and partners  We offer a fair and inclusive service

14. Providing an Inclusive Service If you have a deaf customer, what arrangements would you be expected to make for an interview?  Speak your questions clearly  Providing a hearing loop for their hearing aid  Arrange for a sign language interpreter  Communicate in writing  Make sure you do not sit with your back to the light     

15. Providing an Inclusive Service How do you treat customers?  Treat them as you would want to be treated  Treat them all the same  Treat according to their needs  Treat as customers want to be treated  

16. Providing an Inclusive Service Barriers to providing an inclusive service  Environmental  Organisational  Behavioural Removing Barriers  Remove it – change a way a service is operated  Reduce it – such that it doesn’t pose a significant problem  Help a customer overcome it – by providing assistance or alternatives

17. Providing an Inclusive Service You ask a customer to complete a form, but they become difficult and don’t seem to want to fill it in  Say ‘ next’ loudly and serve the next customer  Tell them you are going to cancel their application  Ask them why they won’t fill it in  Give them other options, such as taking the form away with them or receiving it in alternative formats 

18. Providing an Inclusive Service Three stages of effective customer service  Identify customer need  Check how the customer wants their need met  Take action to meet the customer’s request

19. Equality in Action  Previous sections of this presentation have shown the benefits that practicing equality can bring  One approach is do the bear minimum to avoid breaking the law  However many organisations realise that taking equality a step further has a significant number of benefits for both staff and customers

20. Equality in Action  Increasingly our customers and staff base is diverse. Equality is a key factor in determining efficiency, productivity and overall success, through welcoming all members of the community and recognising that everyone has diverse needs.

21. Equality in Action What are the benefits of making equality a key part of an organisation’s practice?  Increased customer retention  Improvement to the organisation’s reputation  Increase in staff wages  Increased productivity and team achievement  A widening of the pool of talent/skills your organisation can draw from  Increased union bargaining powers  More satisfied customers     

22. Equality in Action  What next?