© 2010 Jones and Bartlett Publishers, LLC

Umiker's Management Skills for the New Health

Care Supervisor, Fifth Edition

Charles McConnell

© 2010 Jones and Bartlett Publishers, LLC

Chapter 19

Cultural Diversity: Managing Cultural Diversity: Managing

the Changing Workforcethe Changing Workforce

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Diversity Management

-- refers to the ways in which

managers hire, supervise, use the

skills of, and promote or otherwise

reassign employees of varied

backgrounds.

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Cultural Core Values

Core values are those beliefs that we

hold so strongly that they affect our

goals, ethical decisions, and daily

behavior.

Cultural core beliefs and values affect on-

the-job goals and day-to-day behavior.

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Corporate Values

Corporate values serve as

guidelines for employee behavior.

Key values are often expressed in

slogans such as “The customer is

always right,” “Quality is job one,”

etc.

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Corporate Culture

A culture takes its tone and values

from its leaders.

Effective leaders hold strong values

and have the courage to accomplish

good works despite great obstacles.

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Personal Core Values

When corporate and personal

values are consistent with each

other, a team spirit is fostered and

conflicts become less frequent and

easier to resolve.

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Personal Core Values

Our primary personal values are

family, career, health, and social or

recreational activities.

Secondary values include

recognition, quality, political

affiliation, and ethical considerations

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A Source of Stress

Stress occurs when our behavior

—including behavior that is

required of us--does not support

our values.

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Values Modification

Employees who hold values that conflict

with corporate values must modify their

personal values to some extent. Failure

to make that adjustment leads to

confrontations, isolation or rejection,

and ultimately to loss of employment

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Diversity Management

The goal of a diversity program is to

create an environment that allows

employees of all backgrounds to

reach their full potential and work

well together.

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Elements of a Diversity Program

Diversity training programs for employees Monitoring, using periodic surveys and

audits Holding managers accountable for

reaching the organization’s diversity goals Establishing networks or support groups

for minority members to turn to in times of stress

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Elements of a Diversity Program

Providing equal assistance to workers

who have family problems

Maintaining communication to reinforce

the organization’s commitment to

diversity

Making mentors available for workers

who need support and advice

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Supervisor’s Responsibility

It is up to first-line supervisors,

those managers closest to the rank-

and-file workers to make diversity

programs work.

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Diversity Management Tips for Supervisors

Remain ever alert to erroneous assumptions and do not let them go unchallenged.

Help new arrivals feel more comfortable by discussing any unwritten rules and practices..

Discuss the importance of cultural diversity at orientation sessions and at staff meetings.

Make it safe for employees them to have and to express their feelings.

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Diversity Management Tips for Supervisors

Challenge stereotypes and assumptions about minority groups.

Show interest in people’s differences without prying into their personal lives.

Become more knowledgeable about the religious, family, and food customs of the people with whom you work.

Use humor carefully.

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Diversity Management Tips for Supervisors

Be familiar with your organization’s

policy on sexual harassment and

observe it to the letter.

Involve representatives of all

minority groups in the decision-

making process

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Diversity Management Tips for Supervisors

Allow minorities to wear their ethnic

clothes or hairstyles unless these

interfere with their work or offend

customers.

Encourage all employees to get to know

the people around them who are

different.

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Generational Diversity

Educate yourself in the differences that may be encountered in supervising people of various age groups.

Nothing can be said “for sure” about generational diversity, but you may see enough differences in behavior to merit a situational approach to some problems.