BHM FIFTH SEMESTER

HOSPITALITY QUALITY MGMT.

UNIT VI
Managing Diversity & Org. Change

Diversity is defined as all characteristics and experiences
that define each of us as individuals.

A common misconception about diversity is that it only
pertains to certain persons or groups, when in fact, exactly
the opposite is true.

Diversity can include Race, Ethnicity, Gender, Age, Religion,
Disability, and Sexual orientation.

A diverse workplace aims to create an inclusive culture that
values and uses the talents of all its employees.

Diversity Consciousness Defined
Recognizing,
appreciating,
valuing, and
utilizing the
unique talents and
contributions of
all individuals.
Factors that effect Diversity
Research suggests that whether or not diversity has a
positive or negative effect depends on different aspects of
the organizations strategies, culture, and human resource
practices.
This suggests that diversity may be beneficial under certain
conditions and in certain organizations (Pugh, Dietz, Brief, &
Wiley, 2008).
Size of the organization
Age of the organization
Type of organization
Diversity of the community surrounding an organization
The Challange of Workplace Diversity
The challenge lies in the continuous improvement
of the integration and social acceptance of people
from different backgrounds.
Our differing human characteristics influence
the way we think, act, interact, and make choices.
Often, these differences interfere with our
ability to support, trust, and respect each other,
and thus to effectively function together.
The Challange of Workplace Diversity
Availability Challenge
In past employers could control diversity
More people than jobs
Qualified employees have become scarce
Employers must become more flexible
Realize Different does not mean deficient
Fairness challenge
In past, typically viewed as equal treatment
Equal Employment Opportunity
Now employers must embrace new diversity
Essentially focus on differences
The Challange of Workplace Diversity
Synergy challenge
More and more group-based work
Diversity can create positive and negative
conflict
Can facilitate creative problem-solving
Can close down communication
Can derail group processes
Group leaders must minimize destructive
conflict and maximize diversity of input
Four layers of Diversity
Why is Diversity Important?
The service economy
Interactions between people are key
Customer base is more diverse
Similarities between people ease process
Globalization of business
Doing business with people from around world
The changing labor market
Company mergers and buy-outs
Consequences of Ignoring Diversity
Ignoring diversity issues costs time, money, and efficiency.
Some of the consequences can include:
unhealthy tensions;
loss of productivity because of increased conflict;
inability to attract and retain talented people of all kinds;
complaints and legal actions; and
inability to retain valuable employees, resulting in lost
investments in recruitment and training.
Diversity Bias
Assumptions of Superiority
Im better than you.
Assumptions of Correctness
This is the way it should be
Assumptions of Universality
Were all the same. Everybody is just
like me.


Why Diversity to be Managed?
Managing diversity is defined as "planning and implementing
organizational systems and practices to manage people so
that the potential advantages of diversity are maximized
while its potential disadvantages are minimized," according
to Taylor Cox.
Managing diversity well provides a distinct advantage in an
era when flexibility and creativity are keys to competitive-
ness. An organization needs to be flexible and adaptable to
meet new customer needs.
The organization will fulfill its role as a public institution by
reflecting the diversity of the state as well as meeting the
increasing demand to provide informed services to an
increasingly diverse customer base.
Why Diversity to be Managed?
Heterogeneity promotes creativity and heterogeneous
groups have been shown to produce better solutions to
problems and a higher level of critical analysis. This can be
a vital asset at a time when the organization is undergoing
tremendous change and self-examination to find new and
more effective ways to operate.
With effective management of diversity, the organization
develops a reputation as an employer of choice. Not only will
you have the ability to attract the best talent from a
shrinking labor pool, you can save time and money in
recruitment and turnover costs.
How to Manage Diversity in a
Workplace
Diversity in the workplace means
bringing together people of different
ethnic backgrounds, religions and age
groups into a cohesive and productive
unit.
Advances in communication techno-
logy, such as the Internet and cellular
phones, have made the marketplace a
more global concept.
In order to survive, a company needs
to be able to manage and utilize its
diverse workplace effectively.
Managing diversity in the workplace
should be a part of the culture of the
entire organization.
How to Manage Diversity in a
Workplace
Step 1
Confirm that all of your personnel policies from hiring to
promotions and raises are based on employee performance.
Avoid allowing tenure, ethnic background or any other kind
of category into your human resources policies.
Managing a diverse workplace begins with strong policies of
equality from the company. Once these policies are in place,
the company can begin implementing diversity measures
throughout the entire organization.
How to Manage Diversity in a
Workplace
Step 2
Rate the qualifications of the candidate based on the quality
of his experience, not age or any other category, when
hiring. When you hire a diverse but qualified workforce, you
are on the right track towards being able to manage the
diversity in your company.
Step 3
Encourage diversity when creating teams and special work
groups within the company. If a manager creates a work
group that does not utilize the skills of the most qualified
employees, then insist that the group be changed to include
all qualified staff members.
How to Manage Diversity in a
Workplace
Step 4
Treat complaints of favoritism or discrimination seriously.
Encourage employees to report all instances of
discriminatory behavior, and have a definitive process in
place for investigating and dealing with these issues.
Step 5
Hold quarterly trainings for the entire staff on the benefits
of diversity in the workplace. Encourage discussions at these
meetings on how the company can better manage workplace
diversity.
Strategies for Managing Diversity
Articulate a clear diversity mission, set objectives,
and hold managers accountable.
Spread a wide net in recruitment to find the most
diverse possible pool of qualified candidates.
Identify promising women and minorities and
provide them with mentors and other kinds of
support.
Set up diversity councils to monitor the companys
goals and progress toward them.
Benefits of Workplace Diversity
An organization's success and competitive-
ness depends upon its ability to embrace
diversity and realize the benefits. When
organizations actively assess their handling
of workplace diversity issues, develop and
implement diversity plans, multiple benefits
are reported:

[next 2 slides]
Benefits of Workplace Diversity
Increased adaptability
Organizations employing a diverse workforce can supply a
greater variety of solutions to problems in service,
sourcing, and allocation of resources. Employees from
diverse backgrounds bring individual talents and
experiences in suggesting ideas that are flexible in
adapting to fluctuating markets and customer demands.
Broader service range
A diverse collection of skills and experiences (e.g.
languages, cultural understanding) allows a company to
provide service to customers on a global basis.
Benefits of Workplace Diversity
Variety of viewpoints
A diverse workforce that feels comfortable communicating
varying points of view provides a larger pool of ideas and
experiences. The organization can draw from that pool to
meet business strategy needs and the needs of customers
more effectively.
More effective execution
Companies that encourage diversity in the workplace
inspire all of their employees to perform to their highest
ability. Company-wide strategies can then be executed;
resulting in higher productivity, profit, and return on
investment.
Negative Effects of Workplace Diversity
Communication
Perceptual, cultural and language barriers need to be overcome for
diversity programs to succeed. Ineffective communication of key
objectives results in confusion, lack of teamwork, and low morale.
Resistance to change
There are always employees who will refuse to accept the fact that
the social and cultural makeup of their workplace is changing. The
"we've always done it this way" mentality silences new ideas and
inhibits progress.
Implementation of diversity in the workplace policies
This can be the overriding challenge to all diversity advocates. Armed
with the results of employee assessments and research data, they
must build and implement a customized strategy to maximize the
effects of diversity in the workplace for their particular organization.
The
Changing
Workforce
The Changing Workforce
A frequently asked question in modern day
organizations what will future employees
look like, how will they require us to change
our approach to business, and what will they
expect from their professional and personal
lives.
You dont need a crystal ball to predict what
the workforce of tomorrow will look like.
Shifting global demographics, changing
consumer habits, and the globalization of
our business markets gives us a pretty good
indicator of what the workforce will look
like in 2020 and beyond .
The Changing Workforce
By 2030, 75% of the global workforce will be
made up of Generation Y, Millenials.
20% more of todays global workforce
populations will have obtained a post-
secondary accredited degree than the
previous generation. Even greater numbers
are expected to leverage Open Courseware
programs for free in the future.
By 2050, more than 16% of the worlds
population will be over 65 compared to 7% in
2000. As science continues to extend life-
spans, workers will stay employed and active
much longer.

The Changing Workforce
The workforce of the future
They are older and younger at the
same time.
They are mobile and connected.
They are more social but less
trusting.
They are more educated but likely
less skilled.
They are both great content
creators and content consumers.
They are more diverse and yet
share more global cultural norms.

The Changing Workforce
The Changing Workforce
The Changing Workforce
Organizational Change Management
Organizational change management (OCM) is a framework
for managing the effect of new business processes,
changes in organizational structure or cultural changes
within an enterprise. Simply put, OCM addresses the
people side of change management.
A systematic approach to OCM is beneficial when change
requires people throughout an organization to learn new
behaviors and skills.
By formally setting expectations, employing tools to
improve communication and proactively seeking ways to
reduce misinformation, stakeholders are more likely to buy
into a change initially and remain committed to the change
throughout any discomfort associated with it.
Organizational Change Management
Successful OCM strategies include:
Agreement on a common vision for change -- no competing
initiatives.
Strong executive leadership to communicate the vision and
sell the business case for change.
A strategy for educating employees about how their day-to-
day work will change.
A concrete plan for how to measure whether or not the
change is a success -- and follow-up plans for both
successful and unsuccessful results.
Rewards, both monetary and social, that encourage
individuals and groups to take ownership for their new roles
and responsibilities.
Organizational Change Management
Implement
Workplace
Diversity in
5 easy steps
5 steps Process for Fostering Diversity
There are more and varied types of individuals in the
workplace today than ever before. Along with various
social and cultural challenges this diversity brings, the
psychology of understanding people from various back-
grounds and experiences can spell the difference
between an advancing company and one stuck doing things
the way they have always been done.
The following five easy to implement steps should provide
a quality working outline for any human resources
personnel or a department head who must consider
making their workplace acceptable by a variety of people
with different backgrounds, work experiences, etc.

5 steps Process for Fostering Diversity
1.Top Down Attitude:

Stuff tends to flow down hill. Whether that stuff is
physical mass, like water flowing down a mountain stream,
or the attitudes of the top brass in an organization, the
thoughts and actions of those in charge are highly likely
to be reflected by managers and workers down the chain
of command. For this reason, it is important that all are
on board when it comes to embracing the need for
diversity and how the organization plans to implement
changes.
5 steps Process for Fostering Diversity
2. Understanding the Challenges:

When considering diversity, having a real feel for the
challenges which are associated is an important factor.
There are many encompassing issues to take into account,
like gender, race, ethnic group, personality type, age,
educational background, tenure in the organization,
function within the organization and others as well.
Having a clear picture of the challenges one is likely to
face in their organization is important to the successful
implementation of a diversity plan.
5 steps Process for Fostering Diversity
3. Managing the Diversity Plan:

As the plan to diversify the workplace evolves, it
becomes important to monitor the progress and
implement changes to courses of action observed to not
be working effectively. Integral to this step is
broadcasting the culture of acceptance across the entire
organization. When management shows interest and
dedication by managing the plan, the workforce tends to
be more accepting and interested in the success of the
diversity plan and the organizations overall ability to
operate profitably.
5 steps Process for Fostering Diversity
4.Assess the Progress:

This step must be a conscious effort on the part of the
organization. Effective assessment includes collecting
data, such as employee attitudes, effects of diversity on
productivity, cost associated with the actual plan
implementation, etc. Once the information is available
making sound choices around the information at hand can
keep a plan on track and moving towards its stated goals.
5 steps Process for Fostering Diversity
5.Promote Diversity:

Often the subject of much controversy within industries
and individual businesses is the concept of promoting
individuals of diverse backgrounds up the chain of
command. If the acceptance of the diversity program is
embraced by the directors and executives of the company,
then merit based, internal promotions should be easy to
instill in company operations. When others, both internal
to the business as well as those looking in from the
outside, see the companys dedication to advancing those
who deserve the opportunity, regardless of their race,
sex, or creed, the precepts of an acceptable and
successful workplace diversity program is considered to be
in place and working well.
Characteristics
and Roles of
Change
Characteristics of Change
Characteristics of Change
It is worth noting that learning how to learn,
learning how to innovate, and learning how to
change are all closely related.
The notion of change is arguably the most
powerful because it focuses on results and implies
proactive movement from one place to another.
While being a change leader may not be easy, the
first step is knowing what it requires. People who
are effective leaders of change have the
following six characteristics. As a supervisor and
leader, knowing these six characteristics helps in
several ways.
First, you want to cultivate these qualities in
yourself. Second, you can factor these charac-
teristics into your hiring decisions. Third, you will
want to cultivate these characteristics in your
team culture by taking steps to reinforce them
and avoiding steps that contradict them.
Characteristics of Change
1) Low Level of Anxiety
Anxieties are emotions and beliefs that prevent us from coping
effectively with our current circumstances. Anxieties stem mostly
from past negative experiences that continue to generate strong
negative emotions.
Anxieties wield enormous influence on our behavior, usually resulting
in one of two responses. People usually either a) erect strong
defenses, figuratively digging fox holes to protect themselves, or b)
go on the attack, making sure to harm and disable the perceived
threat, before it can hurt them.
These are destructive behaviors that not only prevent people from
responding effectively to change, but can also harm others around
them.
Management must hire people with low levels of anxiety and create
an environment where people feel secure, rather than threatened.


Characteristics of Change
2) Accommodation of Growth
As a company grows and expands, it takes on more
projects, clients, production and work.
While the structure that was in place prior to this growth
may have been sufficient to keep operations going, growth
can force a company to make structural changes to
accommodate the new workload.
For example, more people may need to be hired, which
would result in a need for more managers and supervisors
to coordinate the new worker's efforts.
Without changes like these, an organization could quickly
become disorganized and overwhelmed.
Characteristics of Change
3. Address Problems

As an organization continues to operate and the environ-
ment it operates in continues to evolve, it may find out
that one of the processes it's been relying on no longer
works as effectively as it could.
For example, a company that is repeatedly facing suits for
employee leave rules may consider changing its training
protocol to encompass employee leave rules protocol.
Changes such as these can help address issues that
continually complicate operations, and save money and
effort as time goes on.
Characteristics of Change
4. Keep Up to Date

Another characteristic for change in an organization may
be the motivation and need to keep up to date on market
trends and technology.
Technology is changing at an incredibly rapid pace, and a
failure to keep up with it can have devastating effects.
For example, a company that fails to update its assembly
line may be beat out by a company that has newer techno-
logy, can produce more products at a quicker rate, and
therefore offers a lower price.
Characteristics of Change
5. Marketing

While change may seem inconvenient in an organizational
setting, the promotion of that change can not only
benefit your company via the alterations made, but by
the attention it brings to the organization.
Stores that advertise with signs that they are "under
new management" may bring in new customers.
Companies that change their pay and benefits structure
may be able to hire more people, or attract job
candidates of a higher caliber.
Characteristics of Change
6. New Income Streams

A company takes a risk every time it introduces a new
product or service to the market.
However, these changes are also some of the only ways to
develop new avenues for revenue generation.
By making changes, expanding production or adding a new
department to an office, you can diversify the sources of
income for your company, helping the bottom line.
Roles of Change in an Organization
Any business in today's fast-moving
environment that is looking for the pace
of change to slow is likely to be sorely
disappointed. In fact, businesses should
embrace change. Change is important for
any organization because, without change,
businesses would likely lose their
competitive edge and fail to meet the
needs of what most hope to be a growing
base of loyal customers.
For many people these changes are
inconvenient, as they require adaptation.
However, when it comes to the health of
companies, changes are incredibly
important for a variety of reasons,
especially if they want to keep chugging
along.
Roles of Change in an Organization
1. Technology

Without change, business leaders still would be dictating
correspondence to secretaries, editing their words and
sending them back to the drawing board, wasting time for
all involved.
Change that results from the adoption of new technology is
common in most organizations and while it can be disruptive
at first, ultimately the change tends to increase producti-
vity and service Technology also has drastically affected
and improved how we communicate.
Today's burgeoning communication technology represents
changes that allow organizations to learn more, more quickly,
than ever before.
Roles of Change in an Organization
2. Customer Needs

Customers who were satisfied with conventional ovens
many years ago are sometimes impatient with the
microwave today. As the world evolves, customer needs
change and grow, creating new demand for new types of
products and services -- and opening up new areas of
opportunity for companies to meet those needs.
Roles of Change in an Organization
3. The Economy

The economy can impact organizations in both positive
and negative ways and both can be stressful. Organiza-
tions should situationally adjust and change as per
prevailing economic trends.
A strong economy and increasing demand for products
and services will mean that companies must consider
expansion that might involve the addition of staff and
new facilities.
A weak economy can create even more problems as
companies find themselves needing to make difficult
decisions that can impact employees' salaries and
benefits and even threaten their jobs.
Roles of Change in an Organization
4. Growth Opportunities

Change is important in organizations to allow employees to
learn new skills, explore new opportunities and exercise their
creativity in ways that ultimately benefit the organization
through new ideas and increased commitment.
Preparing employees to deal with these changes involves an
analysis of the tools and training required to help them learn
new skills. Training can be provided through traditional
classroom settings or, increasingly, through online learning
opportunities.
Importantly, organizations need to do a good job of
evaluating employees' capabilities and then taking steps to
fill the gaps between current skills and the skills required to
respond to growth.
Roles of Change in an Organization
5. Challenging the Status Quo

Simply asking the question "Why?" can lead to new ideas
and new innovations that can directly impact the bottom
line.
Organizations benefit from change that results in new
ways of looking at customer needs, new ways of delivering
customer service, new ways of strengthening customer
interactions and new products that might attract new
markets.
New employees joining an organization are especially
valuable because they can often point to areas of
opportunity for improvement that those who have been
long involved in the company might have overlooked.