Factors of Diversity

Processes and areas in everyday operations within a service

organization that may enable or hinder positive changes resulting from
our support of a diverse workforce.
Factors that apply across geographical and political markers.
Play a role when it comes to creating a business strategy or a customer
service strategy.

Enablers (The Do List)

- Factors that support diversity. They require the involvement and
commitment of EVERYONE from every level of the organization.
Barriers (The Do Not List)
- Factors that hinder the development of nature interactions in a highly
diverse environment.

Enablers
Commitment by board and top
management
Prior experience
Needs assessment and
planning
Assigned staff member
Diversity committee
Broad involvement
Consultants
Resources
Training
Focus on cultural competence
Changes in attitude
Effective communication
Efforts to recruit and retain a
diverse workforce, volunteers,
vendors
Change in policy
Change in the community

Benefits of Diversity

Barriers
Organizational culture and
inertia
Staffing
Definition of diversity
Unsuitable consultants
Over-dependence on
consultants
Organizational complexity
Difficulty getting staff involved
Resistance
Turnover
Funding
Poorly planned training
Oppression model
Language and cultural
difference
Unions
Burnout
Success

How does knowing about diversity benefit our organizations? Diversity

allows:
1. Full utilization of the organizations human resources
2. Reduced interpersonal conflict among employees of all backgrounds as
cultural competence increases
3. Enhanced work relationships based on mutual respect and along with
increased knowledge of multicultural issue
4. Shared organizational vision and increased commitment
5. Greater innovation and flexibility as more employees participate in
decision-making and problem-solving teams
6. Better and more creative problem-solving
7. Improved productivity as less energy is spent managing interpersonal
conflict/cultural clashes
In a multicultural environment, successful interactions depend on how
mature the organization is. Pending training to help the staff get to this level
of cultural awareness, it is up to the incumbent leadership to make sure
interpersonal conflicts are addressed appropriately.

Business Culture
Definition
- It is a model or style of business operations within a company. The business
culture determines how different levels of staff communicate with one
another as well as how employees deal with clients and customers.
Business environments require an advanced level of professionalism. Often,
it takes a self-aware and self-regulated leader to understand how cultural
competency fosters an empathic business environment and vice versa.
Cultural awareness helps countries and organizations to look at perceived
cultural divides as opportunities for growth. And, where conditions appear
supportive, leveraging diversity can only work for the greater good.

Customers Relations Management (CRM)

Definition
- It is a system for managing a companys interactions with current and
future customers. It often involves using technology to organize, automate
and synchronize sales, marketing, customer service, and technical support.

CRM is a model for managing a companys interactions with the

current and future customers.

It entails all aspects of interaction that a company has with its

customers whether it is sales or service-related.
It is an information industry terms for methodologies, software, and
usually Internet capabilities that help an enterprise manage customer
relationships in an organized way.

As value creators, it is our active involvement in building lasting relationships

with our customers that allows us to individually contribute to creating value
for the company and our customers.
Indeed, it becomes apparent how our developed soft skills (personal, social,
and cultural competency) create emotionally mature individuals who, in turn,
help build a more responsive service organization.

Prepared by:
Ronio, Jeric M.