Customer Service Level 2
Principles of equality and diversity in the workplace
What is equality and diversity?
Equality
Equality can best be described as giving equal treatment to all regardless of their:
•Age
•Disability
•Gender reassignment
•Marriage and civil partnerships
•Pregnancy and maternity
•Race
•Religion or beliefs
•Sex
•Sexual orientation.
Equality
•Equality in the workplace is about ensuring individuals, or groups of individuals, are treated fairly and equally at all times.
•There should be no favouritism, but you must consider their individual needs, with regard to the protected characteristics.
•Promoting equality in the workplace will support the removal of discrimination within the protected characteristics areas.
Diversity
Diversity is about embracing the richness of society and accepting the differences between individuals and how to create an environment where all can thrive.
Diversity is also about valuing:
•The unique skills of individuals
•People’s experiences
•The individual’s perspective.
Summary
•Equality and diversity are not about treating everyone in the same manner.
•It is about allowing equal opportunity for all and recognising the diversity within our society and respecting the differences between individuals.
Equality Act 2010
Equality and diversity
Definitions:
•Equality
•Diversity.
Equality Act 2010
•The Equality Act 2010 legally protects people from discrimination in the workplace and in wider society.
•The act became law on 1 October 2010.
•It replaced various other discrimination laws such as:
•Sex Discrimination Act 1975
•Equality Act 2006.
•It also replaced the Equality Act of 2006 and various employment equality laws.
Forms of discrimination
The Equality Act protects individuals from the following forms of discrimination:
•Direct discrimination
•Associative discrimination
•Perceptive discrimination
•Indirect discrimination
•Harassment
•Victimisation.
Protected characteristics
The following are called protected characteristics:
•Age
•Disability
•Gender reassignment
•Marriage and civil partnerships
•Pregnancy and maternity
•Race
•Religion or beliefs
•Sex
•Sexual orientation.
Where are you protected?
•In the workplace
•Whilst in education
•As a consumer
•When using public services
•When buying or renting property
•As a member or a guest of a private club or association.
Where are you protected?
You’re also protected from discrimination if you:
•are associated with someone who has one of the protected characteristics
•have complained about discrimination or supported someone else’s claim.
Summary
•The Equality Act 2010 affords protection from discrimination in the workplace.
•There are nine protected characteristics.
•Protection is afforded within many circumstances of life.
Equality and Human Rights Commission
The Equality Act 2010
•Nine protected characteristics.
•Where are we protected?
Equality and Human Rights Commission (EHRC)
•The EHRC was created in 2006 to:
•challenge discrimination
•protect human rights
•promote human rights.
•The EHRC is the public body, for equality and human rights in England, Scotland and Wales.
•Within Northern Ireland these responsibilities fall under the jurisdiction of the Northern Ireland Human Rights Commission (NIHRC).
Legal enforcement powers
The Equality and Human Rights Commission have the following six enforcement powers:
•Inquiries
•Assessments
•Investigations
•Unlawful Act Notice
•Agreements
•Compliance Notice.
Legal Enforcement Powers
•Inquiries
The EHRC have conducted inquiries into the top 350 listed companies to ensure compliance The Equality Act. The aim is to ensure fair, transparent and merit-based recruitment that leads to an improved representation of women on the boards of major companies.
•Public Sector Duty Assessments
An assessment took place on a school with regards to ethnic minority sport participation. During the assessment parents and local communities were engaged to understand the issues.
Following some action points an increase of 16 per cent in participation was seen, which promoted cohesion and improved the health of the pupils.
•Unlawful Act Notice
Unlawful Act Notices are generally not required, as after an investigation an organisation has an opportunity to correct any polices/practices beforehand.
•Agreement
Sports Direct entered into an agreement with the EHRC to improve its service to disabled customer: staff are to be trained better to understand the needs of disabled shoppers.
Compliance Notice
•Compliance Notices were issued to three local authorities warning them that they need to take steps to address gender inequality in their community or face action.
•A person who receives a compliance notice must comply with it. Failure to comply can result in the Commission applying to the relevant court for an order requiring compliance. Failure to comply with the court order is a criminal offence.
Summary
•Equality and Human Rights Commission mandated to:
•challenge discrimination
•protect and promote human rights.
•Six enforcement powers.
•Court orders.
•Criminal act.
Equality and diversity policy
Equality and Human Rights Commission
•Equality and Human Rights Commission mandated to:
•challenge discrimination
•protect and promote human rights.
•Six enforcement powers.
•Court orders.
•Criminal act.
What is a policy?
Policy can best be described as a set of rules, written by the top management, on how that organisation will do business.
A policy should have the following features:
•specific
•clear
•relevant
•simple
•comprehensive
•stable.
What should an equality and diversity policy do?
•Protect the workforce from discrimination.
•Promote the diversity of the workforce.
•Respond to the ever-changing demographics and working patterns of the workforce.
The contents of an equality and diversity policy
An equality and diversity policy should contain the following:
•A commitment to treat everyone equally and fairly.
•A statement stating the organisations aims to encourage and value diversity.
•A commitment to creating an environment where people’s contributions and differences are valued.
•The provision of an environment free from bullying or harassment.
•Opportunities for training and promotion are open to all staff.
•Senior management’s commitment to equality and diversity.
•Procedures to deal with any employee who contravenes the policy.
•A commitment to monitor and review on an annual basis.
Procedures covered by an equality policy
Equality and diversity policies will cover many procedures some examples are:
•Recruiting
•Training
•Promotion
•Discipline
•Grievances
•Equal pay
•Bullying and harassment
•Flexible working patterns
•Adapting the workplace and practices.
Employees’ responsibilities
Organisations may include the following employee responsibilities:
•The standard of behaviour that is expected in the organisation.
•Duties for certain employees, such as managers and supervisors.
•The requirement for employees to adhere to the organisation’s equality and diversity policy.
•Reporting procedures for employees to notify the organisation of any discriminatory behaviours.
Behaviours of an inclusive organisation
The promotion of equality, diversity and inclusion in the workplace requires organisations to adopt certain behaviours and promote certain human rights. These include:
•Inclusive strategies supported by the senior management
•A welcoming workplace to all
•A comprehensive equality, diversity and inclusion policy
•All employees are aware of these policies and are consulted
•Progression for all
•Anticipate and address any workplace tensions
•Remove any segregation of employees
•Have, or promote, a workforce that is representative of their community.
Personal behaviours
In order for any organisation to have, and maintain, an inclusive environment employees must display certain behaviours:
•Support the organisation by following their policies
•Do not tolerate discriminatory practices
•Be welcoming to new employees
•Provide support to co-workers.
Summary
•Policy
•Contents of an equality and diversity policy
•Procedures
•Responsibilities
•Organisational behaviours
•Personal behaviours
Benefits of equality, diversity and inclusion in the workplace
Equality and diversity policy
•Policy
•Contents of an equality and diversity policy
•Procedures
•Responsibilities
•Organisational behaviours
•Personal behaviours
An inclusive organisation
An inclusive organisation creates an environment where all employees are treated with dignity and respect.
This is achieved through having well written policies that include:
•Equality and diversity
•Inclusion
•Training
•Health and safety
•Pay and rewards
•Recruitment
•Retention.
How to achieve an inclusive organisation
•To create an inclusive organisation you must first create an action plan to set out the key changes after first reviewing your organisation.
•When creating the action plan ensure all employees are involved in the process.
Benefits to the organisation
•Organisations that promote equality, diversity and inclusion show a significant impact on their reputation and therefore makes good business sense to employ these policies.
•Other benefits of these policies are:
•retain productive and committed staff
•attraction of high calibre individuals
•wider customer appeal
•culture change in the community.
Retain productive and committed staff
Having, in place, policies, facilities and procedures that creates an inclusive environment allows employees to balance work with other aspects of their lives. This in turn has a positive impact is on their job satisfaction, productivity and commitment.
Attraction of high calibre individuals
Organisations that openly communicate their values in respect of equality, diversity and inclusion are often able to attract future employees form a wider pool. This in turn allows them more choice to select new employees with the skillset and values that they want.
Wider customer appeal
If your employees come from a diverse background and your organisation bases it values on inclusion and fairness, then there is much more potential for the organisation to reach into more diverse areas of the community, thereby appealing to a much wider customer base.
Culture change in the community
In having equality, diversity and inclusion policies in the workplace this can have a positive impact on the local community. As work colleagues understand more of each other, they pass this knowledge on to others, having a positive impact outside of the organisation's own walls.
Summary
•Well-written policies
•Inclusive environment
•Action plan
•Benefits