2. Disability. 1.3. Here are five benefits of developing diversity in customer service teams. We should be embracing people's differences, as a more diverse workforce is more profitable too. Here are some ways you can help build an inclusive environment: Talk about what inclusion means for you and others - Take some time to discuss with your colleagues ways to make each other feel valued and respected at work and what behaviours can help or hinder inclusion. The Equality Act 2010 encourages public authorities to advance equality for disabled people, including encouraging participation in public life. The Equality Act 2010 protects the rights of people living with disabilities. Publish the 'Guide to Age Friendly Communication' and make training available to all frontline staff. "Inclusion is taking a diversity plan and putting it into action. Our equality objectives for 2016 to 2020 reflect our immediate and longer term priorities around customer understanding, digital services and customer service. 2.3. 2.4. 1) Organisations in the public service must promote equality and diversity. Overview: Recognising and tailoring service propositions and maximising equality of access to meet the differing needs and expectations of diverse customers is now an essential consideration in many UK organisations. Delivering excellent customer service: part 1 (Free - LPG) Customer insight (Free - LPG) Managing Quality (Free - LPG) Mental health conditions and dementia (Free - LPG) Counter fraud . Race. Equality, Diversity and Inclusion. Equality Strategy 2019; Joint Equality Scheme 2011 - 2014 (Word document) 2010 Joint Equality Scheme for consultation (PDF) When dealing with customers from neutral cultures: Don't be depressed by a seeming lack of emotions. Place repair orders on the repairs computer systems and maintain/update Provide induction loop facilities at . Our Equality & Diversity Training has been designed to help learners understand more about their responsibilities for promoting equality and diversity in the workplace. Purpose. Our latest report shows not only that the business case remains robust but also that the relationship between diversity on executive teams and the likelihood of financial outperformance has strengthened over time. 2. "Customer" refers to any person or organisation that accesses our services. Source: Bailyn, (2006). The Recruitment Dashboard provides overviews and metrics regarding relative likelihood of an appointment for different groups overall that can include: "Equality" means ensuring everyone has the same opportunities to fulfil their potential free from discrimination. Inclusion ensures that everybody feels welcomed, appreciated, and involved in the workplace. Fill, sign and download Equality and Diversity Policy Template online on Handypdf.com Distinguish what separates good and bad customer service. It will be realistic, achievable and provide value for money. We're also members of the Equal Pay International Coalition (EPIC) and have pledged to secure gender equal pay throughout Ingka . Interaction with the customers with special needs which may be related to any kind of impairment , disability or sometimes some customers have their own rituals , customs , and practices . 10.2.9 Monitoring & Review. The Helpline advises and assists individuals on issues relating to equality and human rights, across England, Scotland and Wales. Equality is about fostering an individual's right to be valued, and having choice and dignity with a right to your own beliefs, values and ethics. (2 marks) b) Give two examples of organisational policy that protects employees against discrimination. It matters to us that our colleagues reflect the many different communities around the world that we serve. The trust is committed to the fair treatment of all patients and service users, regardless of age, colour, disability, ethnicity, gender, gender reassignment, nationality, race, religion or belief, responsibility for dependents, sexual orientation, or any other personal characteristics. Identify aspects of their customer's . [1.1] Please ensure you provide a description for each organisation, rather than a list. 3 Pages. Many services that are run or commissioned by the Council focus on meeting the health and social care needs of disabled people, but disability equality goes beyond simply meeting these needs. improved staff health and wellbeing. We recognise the importance of working closely with . Source: Bailyn, (2006). In Australia, national and state laws cover equal employment opportunity and anti-discrimination in the workplace. The business case for good Equality, Diversity and Inclusion (EDI) practice in the workplace is compelling. No matter what industry or space your company is in, it's likely that your customers are a diverse bunch of people with a mix of race, religion, social status, and a number of other characteristics. 10.2.8 Equality & Diversity Training. For more information on equality, discrimination and human rights issues, please visit the Equality Advisory and Support Service. Gender Equality, Definition (s) of. You can learn from your customers, and you certainly can learn from your colleagues. Diversity Awareness training enables all customer facing staff to consider the perception of the actions or language and expectations may have on different customer groups, and how their actions . 1.2. 2.4. Diversity Guide Introduction. Children's different learning needs and styles are incorporated into the . Delivered by Diversity Learning Specialists. Harassment/bullying. Distinguish what separates good and bad customer service. Equality, diversity and inclusion is fundamental to delivering fair prosecutions, achieving equitable employment practice and building the confidence of all the communities we serve. True customer service excellence can only come with inclusion. Equality and Diversity. This means we have a legal duty to help and support where we can. Diversity wins is the third report in a McKinsey series investigating the business case for diversity, following Why diversity matters (2015) and Delivering through diversity (2018). Learn key management skills . In 2012 we assessed ourselves against the Developing Level of the Equality and Diversity Framework for Local Government and have had the assessment approved by our Joint Equality Group. Metrics evidencing equality and fairness foster employee trust, satisfaction, and commitment, and strengthen an organisation's employer brand as well as its reputation in the marketplace. We have a legal duty not to discriminate against customers who are protected by the Equality Act. As the demographic profile of the UK continues to change, so must the approaches and services provided by organisations. Contact our HR professionals today on 0330 555 2555. Best serving a diverse customer base. In customer service, an inclusive culture encompasses a diverse audience and ensures equitable access to help. lower risk of discrimination and harassment in the workplace. Delivered by Diversity Learning Specialists. Learn more about cultural diversity and disability rights. Provide an understanding of the key principles of equality and diversity with regard to customer service. Diversity is about taking account of the differences between people and groups of people, and placing a positive value on those differences. 1. Improving employee retention. This policy will be monitored by the Equality & Diversity Officer . This includes information about our gender pay gap. Head of customer service queries and facilities management in a busy charity based conference centre. Answer Example. In customer service, an inclusive culture encompasses a diverse audience and ensures equitable access to help. Building a gender equal business. So often, those three words are clubbed together and banded around in a negative and misconceived light. It is also important that a consistent approach is taken, in line with equality legislation, to ensure that … Continued 2.3. Equality is about ensuring everybody has an equal opportunity, and is not treated differently or discriminated against because of their characteristics. Productivity is crucial to any organisation. 648 Words. Gender Equality, Definition (s) of. more creative and innovative thinking among staff. Step 1 . Efforts made towards diversity and equality can often end up being forgotten by the employers, something that impacts their customers too. Find out how we can help you. A Deloitte report found that cognitively and demographically diverse teams can enhance innovation by 20% and identify/reduce risks by up to 30%. The Act also places an obligation on such businesses (referred to as 'service providers') to make reasonable adjustments for disabled people. Put simply, fairer organisations perform better. Identify and avoid features of stereotypes that might be applied to their customer that could carry the risk of causing offence . You will find reasonable adjustments in section 20 . Deliver equality awareness training to staff dealing directly with customers. Presenting hard-data financial evidence of costs and benefits fosters . Deliver equality awareness training to staff dealing directly with customers. Equality and diversity polices and procedures: How they link with current legislation and codes of practice. 2.2. Put equality policies in place. At Colchester Borough Council we have a corporate approach to equality and diversity that reinforces the importance of providing equal opportunities to potential and existing employees. Open Document. This commitment includes training managers and all other employees and volunteers about their rights and responsibilities under the equality policy. HMRC's Diversity and Inclusion . This elearning course will ensure learners can: Define good customer service. more creative and innovative thinking among staff. It aims to help you promote a fairer, more tolerant and more diverse working environment. It removes barriers and helps serve any customers, anywhere. Therefore, staff must make sure they understand their responsibilities so that they know how to recognise customers who may . Through the employment of committed and motivated people, we can deliver excellent customer services and improve the reputation of the Council as an employer of . Action 16 of the Our Public Service framework priority is to promote equality, diversity and inclusion (EDI). To have a diverse workforce that reflects the local population. Equality is about encouraging everybody's right to be unique or different, about being free from all forms of discrimination. Some of the older laws such as the Disability Discrimination Act can still be relevant, although generally the Equality Act includes and updates most of the older legislation. HR teams have a crucial role to play in ensuring that equality, diversity and inclusion are delivered. Equality and diversity patients and service users. It's approaching a diverse hire and ensuring that the individual also experiences equity in the workplace. Explain the skills required for effective communication. a) State two characteristics covered by the Equality Act 2010. The philosophy of the primary school where I work is that every child's unique needs and abilities should and must be honored. Training your existing management on equality and diversity procedures. It can also be used as a checklist when carrying out Equality Impact . The outcome of the three is ideally, a sense of belonging. A report by Deloitte concluded that when employees think their organisation is committed to and supportive of diversity their ability to innovate increases by 83%. Keep your own emotions in control, focus on objective arguments. 10.2.8 Equality & Diversity Training. . We use a picture of diversity of the district and our workforce - structured around the nine protected characteristics - to make a real difference. This elearning course will ensure learners can: Define good customer service. The outcome of the three is ideally, a sense of belonging. Put simply, fairer organisations perform better. "A social order in which women and men share the same opportunities and the same constraints on full participation in both the economic and the domestic realm.". Advice and Support. Increased performance. The more diverse your customer . Equity ensures that the right support is granted for advancement, so inclusion can be nurtured for success. Deal with customer enquiries in a professional manner, and ensure that the service offered is courteous, helpful and accessible, demonstrate imagination, initiative, resourcefulness and resilience in a demanding environment. fostering good relations between different groups. Employing and engaging with people who have a range of different backgrounds, experiences and ideas increases creativity and leads to better problems solving and decision-making. This legislation brings together previous legislations relating to discrimination. The topical content of this highly regarded FREE online Equality and Diversity qualification is applicable to every workplace and community, covering ways to help you counteract stereotyping, discrimination and prejudice. 2.1. People of all races are entitled to equal care. We should be very careful to handle . It promotes: better business performance and productivity from employees. She'll use her own story and creative thread to portray what 'being disabled' means in a society which is, for the most . Observe verbal and non-verbal clues that provide information about their customer's expectations and needs . We can also accept referrals from organisations which, due to capacity or funding issues, are unable to provide face to face advice to local users of their services. The UK legislation for equality and diversity comes predominantly in the form of the Equality Act 2010. Inclusion and Equity form the remaining part of the job. The Equality Act 2010 (EqA 2010) prohibits businesses who provide services to the public (for payment or not) from discriminating against, harassing and victimising certain classes of persons. Adapting grievance procedures to deal sensitively and effectively with any discrimination related complaints. 2.1. In reality however, their definitions are contrasting. Customer Service Unit one: Understanding the organisation (R/506/4854) 1. advancing equality of opportunity between different groups. Example cultures (source: Riding the Waves of Culture ): Japanese, British. Public sector equality duty. Breaking the mold: Redesigning work for productive and satisfying lives. Share your experiences with colleagues to work out consistent approaches. Complaints and other customer service policies and procedures Complaints Policy. This policy sets out BGC Events' approach to equality and diversity. Publish the 'Guide to Age Friendly Communication' and make training available to all frontline staff. Breaking the mold: Redesigning work for productive and satisfying lives. The main pieces of legislation which apply to Equality, Diversity and Inclusion are the Equality Act 2010 and The Human Rights Act 1998. That is to say, the same quality of care must be extended to everyone, equally. Strengthen relationships with different cultures at work and within your community. Display the City Council's Age Friendly Charter in all of our public access points and on our web-site. 2.2. Below are some examples of how we are continuing to support and grow the diversity of our teams globally: In 2020, for the fifth year running, we received a score of 100 on the Human Rights Campaign Foundation's Corporate Equality Index, demonstrating our commitment to LGBTQ equality and inclusion through our policies, practices and benefits. In line with its requirements, we are committed to having due regard to: eliminating unlawful discrimination, harassment and victimisation. 2. Diverse teams solve problems faster. Managers are not able to request data regarding a specific recruitment, however, the Recruitment Dashboard can provide you with the overall metrics for the Equality, Diversity and Inclusion (EDI) summaries.. This guidance is to inform and raise awareness of: The Equality Act 2010; How the Equality Act affects DWP; The Equality Actions you must take when dealing with customers who require lower risk of discrimination and harassment in the workplace. 5. Provide an understanding of the key principles of equality and diversity with regard to customer service. Employing and engaging with people who have a range of different backgrounds, experiences and ideas increases creativity and leads to better problems solving and decision-making. AUKDD is also committed to a policy of Equality and Diversity in service delivery and in employment practices and will not accept discrimination in its work with and for older people. Equality means treat equally to all customers and diversity means different customers like age , gender , and ethnicity . 2. True customer service excellence can only come with inclusion. All DWP staff have a legal duty to comply with the requirements of the Equality Act 2010. 1. Dealing with customers from other cultures provides a great opportunity to learn from others and grow in our humanity. equality in customer service The Learner can: 1.1. Assist with accreditation that demonstrate a positive approach to equality and diversity. what good customer care looks like and ensure staff are trained in customer service skills to enable us to meet and exceed customer expectations. BP 107 Customer Service (Equality and Diversity) V6.0 Page 5 of 10 Ratified by Board on 11Dec17 It will be positively promoted with regards to informing the ompany's staff, customer and oard members' views and behaviours. Provide induction loop facilities at . That is to say, the same quality of care must be extended to everyone, equally. The policy describes how NHS England manages, responds to and learns from complaints made about its services and the way in which they are commissioned. For instance, in my current position, we make a great effort to hire a diverse range of individuals with physical disabilities. Useful documents. We can also accept referrals from organisations which, due to capacity or funding issues, are unable to provide face to face advice to local users of their services. Explain the skills required for effective communication. 1. Diversity and inclusion are core values that organizations must not only define but make a permanent part of the internal employee experience and external customer experience. 41% of people in a recent study by the Society for Human Resource Management said their company was "too busy" to prioritise diversity. That's why we encourage our people to celebrate and be proud of diversity and we strive to grow an inclusive environment in which everyone can thrive, whatever their personal characteristics or background. Diversity creates a value-based framework. Display the City Council's Age Friendly Charter in all of our public access points and on our web-site. All public services need to consider how accessible they are to all sections of the community. Diversity and Inclusion. It is important that the public service achieves greater equality of opportunity, gender balance, diversity and inclusion across its workforce. This attitude needs to be changed by organisations being more . This characteristic refers to a person's colour, nationality, and ethnic or national origins. (2 marks) a) Gender Reassignment. Deliver customer service in accordance with equality and diversity Knowledge and understanding You need to know and understand: the importance of recognising your own potential bias towards customers and how to build your self- awareness of personal biases 1. the reasons why consideration of diversity and inclusion issues affect customer service 2. We're committed to ensuring equal opportunities for both women and men, and reaching a 50/50 gender balance in all countries, levels and positions, including boards and committees. At its simplest, equality, diversity and inclusion (EDI) is all about recognising that everyone of us is different, and tailoring services to respond to individual needs. Ithaca, NY: Cornell. This policy will be monitored by the Equality & Diversity Officer . Diagram showing classroom Equality and diversity. "Inclusion" means ensuring everyone feels comfortable to be themselves at work and feels the worth in their contribution. As a health or social care worker, promoting equality in regards to race means being aware of (and responsive to) people's cultural needs and sensitivities and adapting your methods as required. Complete the table below with a description of the products and services for at least two commercial organisations, public organisations and third sector organisations. Find out how we can help you. The terms equality, inclusion and diversity are at the heart of this policy. The Black Lives Matter movement and, to some extent, the Covid-19 pandemic have brought the importance of equality . The Equality and Diversity Officer is responsible for ensuring that training of all personnel on compliance with equality and diversity requirements are carried out and that a record of training is maintained. It removes barriers and helps serve any customers, anywhere. For the CPS, equality diversity and inclusion is about more than just meeting our statutory requirements. 3. Businesses need to address diversity and inclusion . The information in this section is here to help you understand how the equality act works, and how it may be relevant to your situation. This included managing all social media, coordinating events, building management, and running a coffee shop. Inclusion and Equity form the remaining part of the job. BGC Events is committed to promoting equality and diversity and promoting a culture that actively values difference and recognises that people from different backgrounds and experiences can bring valuable insights to the workplace and enhance the way we work. It replaced the previous legislation that was in place, creating one general act to follow instead of lots of smaller ones. 10.2.9 Monitoring & Review. Chair of the Equality, Diversity and Inclusion staff group National Housing Federation Feb 2022 Alongside my full-time role, I . Everyone should be treated fairly in all day-to-day activities and work-related decisions (recruitment, training, promotion, allocating work, pay, etc.). The business case for good Equality, Diversity and Inclusion (EDI) practice in the workplace is compelling. Gartner predicts that through 2022, 75% of organizations that boast of a diverse and inclusive culture among frontline decision-makers will exceed their financial targets. (customer, client, claimant, citizen, employer, partner) 3. Delivering Equality for customers - Access to DWP services About this guidance 1. The Public Sector Duty came into force on 5 April 2011. To meet our legal requirements by ensuring that our contractors fulfil their obligations around equality and diversity and modern Jo's talk will explore how the notion of disability, equality and diversity isn't always what it seems. In Australia, national and state laws cover equal employment opportunity and anti-discrimination in the workplace. Join a staff network - Help develop new ways of creating a more inclusive . Metrics also serve to neutralise the emotion associated with diversity and inclusion. . This is an interim policy to allow time for further consultation and to incorporate . "A social order in which women and men share the same opportunities and the same constraints on full participation in both the economic and the domestic realm.". Pay attention to subtle hints to understand the customer's opinion on something. When an organisation is made up of diverse employees, they are likely to see an increase in workplace productivity. Inclusion ensures that everybody feels welcomed, appreciated, and involved in the workplace. Age, disability, gender identity, marriage or civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual . Ithaca, NY: Cornell. Diversity helps you to reach more customers. Equality of opportunity. Equality and Diversity Considerations. While the act may seem complex there are 3 important areas to consider, and this section provides a useful guide to help you understand how these areas may apply to your situation. The act pushes for a consistency across the board, so that employees and employers all comply with the laws to create . Everyone must be treated fairly in all day-to-day activities . Fillable and printable Equality and Diversity Policy Template 2022. Equity ensures that the right support is granted for advancement, so inclusion can be nurtured for success. b) Equality. It promotes: better business performance and productivity from employees. Cultural diversity is a real gift for customer service reps. It's our job to make sure this isn't viewed as a one-off 'tick box' exercise, but rather as an ongoing commitment. This guide aims to accompany the County Council's Equality Policy to provide further guidance on meeting the needs of diverse groups of people to reduce inequalities (advance equality), and ensure compliance with the Equality Act 2010. improved staff health and wellbeing. The Helpline advises and assists individuals on issues relating to equality and human rights, across England, Scotland and Wales. The Equality and Diversity Officer is responsible for ensuring that training of all personnel on compliance with equality and diversity requirements are carried out and that a record of training is maintained. Organisations delivering public services should be familiar with the Equality Act 2010.

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