Question 10: How can you manage staff tensions and assist staff in working effectively with

each other?
By offering some basic training in cultural awareness, language barriers, social customs and
religious beliefs,
You may help staff to work with each other more effectively.
This type of training can help to create understanding and ease tensions.
Managers who have not managed a multicultural workforce before may need extra training in
communication techniques
And how to identify areas of tension and encourage collaboration between staff.

Question 11: Who should ideally be in charge when investigating complaints relating to
bullying, racial vilification, sexual harassment or violence?
By appoint someone who has dealt successfully with a similar situation to take charge of the
investigation and The person investigating should have a senior role in the business.

Question 12: An employer can be held liable for any unlawful workplace behaviour unless they
can prove what?
That all reasonable steps have been implemented to avert unlawful behaviour. That is why
record-keeping is necessary.

Question 13: What are some ways businesses can promote diversity?
It is often reassuring for customers to deal with someone who speaks their language and
understands their cultural nuances.
During business negotiations it helps if a member of staff with the same cultural background is
involved.
Hiring staffs from different background.

Question 14: Give an example of how you can use the skills from a cultural diverse workforce
to improve products or services in your industry.
Improved Customer Service
Service delivery is enhanced when staff can understand and communicate skilfully with
customers from diverse backgrounds.
it has a Reduction in Skills Shortages
it Increased Productivity
Staff who feel that they are in an inclusive environment and that their cultural identities are
valued are happier, more motivated,
less likely to leave an organisation and can work freely to achieve their full potential
More Interesting Place to Work
Life would be boring if we were all the same! Diverse work environments mean that staff are
exposed to new ways of doing things,
a variety of opinions and beliefs, different technical skills and different ways of life.
It promote International Trade Opportunities
TH&E businesses can use diversity as a way of tapping into overseas markets by utilising the
language,
international experience and cultural understanding of staff to develop export opportunities

Question 15: Match the following pieces of legislation with their corresponding description.
Age Discrimination Act 2004 –
Disability Discrimination Act 1992 –
Racial Discrimination Act 1975 –Sex
Discrimination Act 1984 –Australian Human
Rights Commission Act 1986 –
protects younger and older people from
unlawful treatment on the basis of their age
protects against discrimination on the basis of
a disability
protects against discrimination on the basis of
sex, marital status or pregnancy
established the Australian Human Rights
Commission, gives it powers and defines
discrimination
protects against discrimination on the basis of
ethnic extraction, skin colour, descent,
national origin, etc.

Question 16: List the 2 main ways which can be used to lodge and handle a complaint:
1. Within the workplace, following the guidelines and procedures in place

2. Involving a government agency such as an Anti-discrimination Board.

Question 17: List 4 types of complaints which must be investigated formally:

1 bullying
2 racial vilification
3 sexual harassment
4 violence or other forms of discrimination
Question 18: The HR manager asks you to investigate a sexual harassment claim which has
occurred yesterday in the catering department. In brief, outline the steps you
should take to address this complaint in a professional manner.
Your first step should be to removing the possibility of the actions occurring again in the future.
You should ask the complainant if any assistance is required and then provide it. Ask for the
complaint to be put into writing and familiarise yourself with the relevant policies, procedures,
personal records and legislation governing the type of complaint and how to deal with it.

Interview the complainant in a private area where eavesdropping cannot occur, to help ensure
confidentiality of the whole process. Ask for any witnesses of the alleged incident and what
outcome is desired. Next, you will need to interview the defendant and ask the same questions.
If witnesses are provided then you should interview them and ask for their version of events.
You will need to review the facts and make a recommendation for further action.