Workplace Diversity Management Tookit and Manager's Guide

MANAGING WORKPLACE DIVERSITY
A toolkit for organisations
NATIONAL INTEGRATION WORKING GROUP FOR WORKPLACES
CREATING INCLUSIVE & HARMONIOUS WORKPLACES
MANAGING WORKPLACE DIVERSITY
A toolkit for organisations
CONTENTS
i ii iii iv
Introduction 3 Why should I care about managing diversity? 4 How is my organisation managing diversity? 8 How do I build an inclusive and harmonious 10 workplace?
Establish business case Management commitment Build team of champions Reinforce employee competencies Recruitment Learning & Development Performance Management Actively facilitate inclusiveness Workplace activities Workplace design Buddy system Employee networks Awards & recognition Manage grievances Communicate effectively Evaluate effectiveness 12 14 17 18 20 21 25 26 27 28 29 32 34 35 38 42 44 46
v Additional resources vi Appendices
i. Introduction
ingapores workforce has become increasingly diverse over the last decade. Employees from different generations, gender, nationalities and cultures often work together in the same organisation.
With such workforce diversity, it becomes important for organisations to put in place policies and practices to build an inclusive and harmonious workplace. An inclusive and harmonious workplace is one that appreciates differences amongst workers and works towards maximising their potential. This toolkit aims to help organisations: Understand why managing workplace diversity is important; Assess how your organisation is managing diversity; Implement practices and policies to manage diversity and build an inclusive and harmonious workplace.
How do I use this toolkit?
1 2
Take the self-assessment on page 8 to understand how your organisation is managing diversity. The section How do I build an inclusive and harmonious workplace on page 10 outlines practices which organisations can put in place to manage diversity. Select the practices most applicable to your organisation.
3 NIWG-W - MANAGING WORKPLACE DIVERSITY
ii. Why Should I Care About Managing Diversity?
n the study on Inclusive and Harmonious Workplaces conducted by the Ministry of Manpower (MOM) in 2010, 87% of companies surveyed agreed that workplace harmony was important to business outcomes.
Research has shown that well-managed diverse teams outperform homogeneous teams as they tend to be more creative, and effective at problem solving. However, when diverse teams are not managed well, communication and trust can break down, resulting in lower performance.
A Toolkit for Organisations 4
ii. Why Should I Care About Managing Diversity?

You should care about managing diversity because: i. Organisations which create an inclusive and harmonious environment enhance their reputation with job seekers, allowing them to attract the best workers in the market. ii. Employees who feel included, valued and rewarded are more engaged and motivated. In a worldwide survey1 of 3 million employees on diversity, employee satisfaction and organisational performance, it was found that creating an inclusive and harmonious environment was a key driver in employee engagement and commitment. iii. Greater employee engagement leads to reduced turnover. A 2008 study2 by Gallup Management Group in the United States revealed that engaged employees had 51% lower turnover on average.
1:David Pollitt, Diversity is About More Than Observing the Letter of the Law: A Climate of Inclusion Benets Business Performance Human Resource Management International Digest, Volume 13, (2005) 2: Dernovsek, Darla, Engaged Employees Credit Union Magazine 74(5) p. 42, (2008)
How Hans has beneted from managing workplace diversity

Hans F&B Pte Ltd (Hans) operates a chain of bakeries, full-service restaurants and cafes. In response to labour shortages and other operational challenges, Hans started diversifying its workforce in 2006 with the following initiatives: Redesign of jobs for its of mature workers, for example, by tapping on technology to reduce the physical requirements of certain roles; Recruitment of employees from over 10 countries; Recruitment of People with Disabilities through job attachment programmes and Recruitment of ex-offenders through the Yellow Ribbon project.
Hans diversity management strategy To manage its diverse workforce, Hans takes active measures to build an inclusive culture. Hans makes a conscious effort to ensure that teams are well diversied, comprising employees across generations and nationalities. According to Hans Managing Director, employees of different proles often have different strengths and attributes. Diverse teams allowed employees of different proles to learn from each other. The company culture and work ethos are emphasised as part of the orientation programme to all new hires. An open-door policy is practised where employees are encouraged to raise concerns or challenges faced at work.
Benets of its diversity management strategy Hans diversity management strategy has brought business success. Within a span of 3 years, the productivity of Hans workers has increased by 40% and the net earnings per wage dollar have more than doubled. Hans Deputy General Manager also shared that having an inclusive workplace improves employee engagement staff absenteeism is extremely low and staff turnover has dropped vefold between 2006 and 2009.
Source: Interview with Hans F&B Pte Ltd, November 2010 January 2011
iii. How is my organisation managing diversity?
o nd out how your organisation is currently managing diversity in the workplace, take the Diversity Management Assessment. The assessment does NOT measure the effectiveness of diversity management in your workplace. Rather, it serves as a means to review your organisations existing practices and to highlight gaps and opportunities for improvement.
iii. How is my organisation managing diversity?

Who should complete the Diversity Management Assessment? Business owners, Human Resources Managers and/or Managers in charge of your organisations diversity management. What does the Diversity Management Assessment measure? The Diversity Management Assessment areas assesses whether your organisation has put in place diversity management practices in the following areas: Strategic importance of diversity management in an organisation, and the extent of leadership commitment and support Practices/policies in staff recruitment, development and performance management Practices/policies to create an inclusive and harmonious workplace Tracking and monitoring of effectiveness
You can take the Diversity Management Assessment online at <insert link>, or ofine using the hardcopy provided at Appendix I After taking the self assessment, use the results to help you identify gaps and areas of improvement in diversity management within in your organisation. Select the relevant areas in Section 4 for possible practices which you can put in place to address the areas of improvement identied.
iv. How do I build an inclusive and harmonious workplace?
his section describes the practices you can put in place to embrace diversity and build an inclusive and harmonious workplace. You should select the areas of highest priority and relevance to your organisation.
iv. How do I build an inclusive and harmonious workplace?
Establish business case Management commitment Build a team of champions Reinforce employee competencies Recruitment Learning and development Performance Management
Go to pg 12 Go to pg 14 Go to pg 17 Go to pg 18
Actively facilitate inclusiveness Workplace activities Workplace design Buddy systems and employee networks Awards and recognition Manage grieveances
Go to pg 26
Communicate effectively Evaluate effectiveness
Go to pg 38 Go to pg 43
Not sure which areas to focus on? Take the self-assessment test (page 8) rst to assess your organisations gaps and opportunities for improvement!
New to diversity management? Focus on foundational practices rst. In this section, the practices with the symbol are the 5 foundational practices which all organisations should put in place to build an inclusive and harmonious workplace.
Establish business case

It is important to start by establishing the impact managing diversity has on your organisations business goals. This involves a 3-step process.
1 2 3
Identify your organisations need for an inclusive and harmonious workplace. Some aspects which you can consider are outlined in the insert on the next page. Have a clear vision of what your organisation wants to achieve in diversity management Dene the desired outcomes. For example, is it to improve service delivery to customers? Improve employee engagement and retention? Facilitate penetration into a new market? Set out the implementation plan for your strategy. Develop the action plan and implementation timeline, and assign responsibilities. Provide an estimate of the resources (e.g. manpower, cost) to carry out the initiatives.
Establish business case
Questions to consider in establishing a business case
1 2 3
What are the key priorities of your organisation in the next 3-5 years? For example: market expansion, branding, etc. Is your current workforce well poised to help your organisation achieve its priorities? What are the key challenges/opportunities facing your organisation? Some areas to consider include: Market knowledge (e.g. to deepen understanding of clients and markets) Staff retention and engagement issues (e.g. low staff morale, high turnover rate) Staff effectiveness and cohesion (e.g. productivity, silo mentality) Staff recruitment (e.g. difculty in recruiting the right people) Cost containment and/or nancial performance How will more effective diversity management benet your organisation and help you achieve your objectives? What are the consequences of inaction?
4 5
Denotes foundational practices which all organisations should put in place to promote an inclusive and harmonious workplace.
Management commitment
Senior management plays 3 key roles in building an inclusive and harmonious workplace:
Demonstrate commitment and accountability Demonstrate commitment and accountability by: Identifying relevant performance measures in diversity management and monitoring progress regularly. Assigning of resources (e.g. personnel, budget) to diversity management initiatives Communicate Communicate the importance of an inclusive and harmonious workplace to set the tone for the organisation. This can be articulated during management meetings, company events, or informal sessions with employees Be a role model Be a role model for behaviour expected of managers and employees by: Participating actively in initiatives to promote an inclusive and harmonious workplace (e.g. training, workplace activities, employee network groups, etc.) Living the organisation values and demonstrating inclusive behaviour
2 3
Senior management support for an inclusive and harmonious workplace at Qian Hu

ian Hu Corporation Limited is a Singapore-based company that farms, trades and distributes ornamental sh. Its headquarters in Singapore currently employs 140 employees.
The Executive Chairman and Managing Director places a heavy emphasis on, and is personally involved in promoting an inclusive, family-style working environment in Qian Hu. He conducts quarterly staff dialogue sessions with all employees, during which he reinforces organisational values, the importance of teamwork, and the need to create an inclusive and harmonious workplace. These sessions are also used as a platform to share company information and to recognise outstanding employees. I liked the work environment here as colleagues relations are positive and the superiors are very supportive, says Qian Hus Farm Operator.
The Executive Chairman and Managing Directors support for and active communication of these values with his staff is important in creating an environment where all employees feel valued regardless of their background. As a result, employee engagement is high and staff turnover is fairly low. Says an Operations Executive, Our management is pretty transparent and forthcoming. We are better able to understand the reasons behind managements actions. An Operations Supervisor adds, Without these communication channels, it would be difcult to learn from each other and strengthen our practices, and the divisions would tend to act in silos
Source: Interview with Qian Hu Corporation Pte Ltd, November 2010
Build a team of champions

Building an inclusive and harmonious workplace is not just the responsibility of the HR manager. To facilitate organisation-wide ownership, diversity champions could be appointed. For larger organisations, diversity management committees could be set up to: Develop, implement and monitor initiatives to promote workplace inclusiveness and harmony Raise awareness of the benets of an inclusive and harmonious workplace for the organisation and employees Understand the needs of different employee populations and work with HR and senior management to address them
Who should be appointed? These committees could be chaired by a senior executive. Employees at all levels should be involved, including senior and middle managers.
Reinforce employee competencies

To build inclusive and harmonious workplaces, both employees and managers play important roles. Organisations should equip them with the relevant knowledge and skills, and encourage them to display attributes and behaviour to foster inclusive and harmonious workplaces. Organisations can build competencies to foster inclusive and harmonious workplaces by embedding them in formal HR practices: Recruitment hiring candidates which t in with the organisations values on inclusiveness Learning and Development equipping employees with the knowledge and skills to work effectively in diverse teams Performance management assessing employees on their ability to work effectively in a diverse team and/or manage a diverse team
What are key attributes and behaviours which employees and managers should display to foster an inclusive and harmonious workplace? Managers should: Be aware of different generations, cultures and values Understand how their preferences may affect decisions especially when choosing the next level of supervisors Make fair HR decisions Be able to communicate sensitively and effectively Lead by example For more details on Managers Competencies in leading diverse teams, please refer to Appendix II on page II-1 Employees should: Be able to appreciate the differences and needs of others Be able to adapt to different working styles Be able to communicate sensitively and effectively Be willing to learn about other diverse groups For more details on Employees Competencies in working in diverse teams, please refer to Appendix III on page III-1.

Organisations should adopt recruitment policies which are consistent with the Tripartite Guidelines on Fair Employment Practices. To build an inclusive and harmonious workplace, organisations need to recruit candidates who are able to work with or lead diverse teams. The following are some suggestions on how organisations can incorporate this in their selection process: Identify which workplace diversity management values/ competencies are most important to your organisation. You can refer to the workplace diversity management competency frameworks on Appendix II and Appendix III for some ideas. The competencies identied may vary depending on the position you are recruiting for. Build into the recruitment process a means of assessing candidates on these values/competencies. Some commonly used measures include behavioural interviews, reference checks or situational judgement tests. Train your interviewers to be able to effectively administer these measures. Sample recruitment interview questions may help to prepare the interviewers (Appendix IV on page IV-1).
Recruitment Performance management Learning & Delelopment
Recruitment
Additional resources Check out the Fair Recruitment & Selection Handbook and Tripartite Guidelines on Non-Discriminatory Job Advertisements published by the Tripartite Alliance for Fair Employment Practices.

Learning & Development
Recruitment Learning & Delelopment Performance management
Inducting new employees into your workforce A good orientation programme is useful to help an organisation jump start the employee to get him/her up to speed. Organisations should include their vision for diversity management to help new employees understand the values and behaviours expected of them. Orientating foreign employees For foreign employees who are working in Singapore for the rst time, organisations should facilitate their entry not only into the workplace, but also into a new country. Organisations can: Provide an orientation package which includes relevant information such as rental and housing, laws and regulations, social and cultural norms to new employees before they arrive in Singapore Introduce the new employee to existing employee(s), who can help to address questions and provide reassurance prior to arrival Conduct an orientation programme about living and working in Singapore upon commencement
Additional resources for orientating foreign employees: <Orientation Programmes> Homebound and Singbound are orientation programmes that the Ministry of Manpower has co-developed with a service provider to provide a seamless relocation experience for returning Singaporeans and incoming Employment Pass holders and their family. For more information, please check www.singbound.sg <Welcome Booklet> The Welcome Booklet is a publication designed to help newly arrived Employment Pass holders and their family navigate their relocation to Singapore. It is distributed to all EP holders at the Employment Pass Services Centre. An online version of the Welcome Booklet is available at <insert link>.
Facilitating communication in English at HSL

SL Constructor Pte Ltd (HSL) is a Singapore-based company that provides construction and maintenance solutions for marine foreshore structures. HSLs 500 strong workforce hails from 7 different countries.
The bulk of HSLs operations staff from foreign countries are Work Permit holders. Many of them are not able to communicate uently in English. Even when English is used, communication challenges can occur due to differences in accents or lack of familiarity with technical terms. In order to facilitate better communication between staff, HSL has developed a basic workplace programme which is compulsory for all new foreign employees. This programme is also open to all local employees. The programme equips employees with basic English skills as well as common technical terms (e.g. terms for equipment, tools, safety processes and symbols) used in their course of work. HSL has found the programme very useful in facilitating communication between staff and enhancing staff productivity. I feel a great sense of satisfaction when the workers were able to demonstrate the ability to speak functional English at the end of the Programme. What makes our in-house programme different is the course content which focuses on terms and short phrases that are industry and safety specic. Supervisor (Bangladesh)
Source: Interview with HSL Constructor Pte Ltd, January 2011

Training for Employees and Managers Organisations should develop training programmes to equip employees and managers with the skills to be more effective in working with and leading diverse teams. In developing a training framework for your organisation, there is a broad range of training for employees areas which you can consider For All Employees: Organisational vision, strategy and values in creating an inclusive and harmonious work environment Self awareness: understanding ones preferences and how it affects their decisions and relationship with others Understanding others (nationality, culture, generation, gender) Communication skills and strategies For Managers: Coaching and mentoring team members from different proles Inclusive recruiting, training and performance management Managing employee populations (e.g. mature employees, different nationalities) In determining the type of training, consider the issues and/or goals which your organisation is grappling with. For example, is there a lack of understanding of different cultures and generations, communication and teamwork skills, or awareness of organisational values? You can also leverage informal platforms in addition to formal training. For example, managers can be encouraged to join employee networks (page 32) to facilitate understanding and interaction.
Equipping managers and employees to work in diverse teams at IBM

BM is a global company that provides integrated solutions that leverage information technology and knowledge of business processes. With 400,000 employees worldwide, IBM believes that diversity in its workforce and the personal leadership of every employee are important for its business success as differences in thinking and ways of doing things are drivers of innovation. To support its employees to work well in diverse environments, IBM has put in place the Cultural Adaptability Programme. This programme aims to help employees enhance their skills in communication, in motivating others and in managing cross-cultural teams. Key initiatives include: Country Navigator - This is a web-based tool that provides IBMers with valuable insights on how to interact with people from different cultures. The tool also provides access to country-specic knowledge and tools that enable networking across borders. Inclusion in the Workplace for Employees - This is a one-day workshop to enhance IBMers awareness, knowledge and skills for addressing local challenges and opportunities associated with diversity. Inclusion Leadership for Managers - Leading in a diverse environment - A two-day workshop for IBM Managers worldwide. It enhances awareness, knowledge and skills to enable managers to lead more effectively in diverse environments.
Source: Interview with IBM Singapore Pte Ltd, December 2010

Performance management
Ensure that the career planning and performance management systems within your organisation facilitate inclusive and harmonious workplaces. Tips on putting in place a fair and objective performance management system Include measurable standards for evaluating job performance Make sure that opportunities for training, assignments and postings are made available to all employees using objective criteria. Ensure that what is considered within the promotion process is clearly linked to job requirements.
In addition, organisations could take into account employees ability to work well with and manage a diverse team in assessing performance. A sample performance appraisal form to assess inclusiveness competencies is available at Appendix VI on page VI-1. Expectations of competencies and behaviours should be communicated to employees on a regular basis (e.g. during performance appraisal discussions).
Actively facilitate inclusiveness

It is important to create an inclusive and harmonious environment to facilitate positive interaction and understanding between colleagues of various proles. This section outlines practices which organisations can put in place to promote an inclusive and harmonious workplace culture.
Workplace activities organise formal and informal activities to facilitate interaction between employees of different proles and departments Workplace design design workplaces to facilitate interaction between employees Buddy system assign incumbents to new employees to facilitate the settling-in process Employee networks set up employee groups and/or mentorship programmes to provide a support system for employees to seek help or advice Awards and recognition recognise exemplary leaders who promulgate values and behaviours that foster inclusive and harmonious workplaces Manage employee grievances set up formal and informal channels for employees to raise concerns and obtain assistance

Workplace activities
Workplace activities Workplace design Buddy system Employee networks Awards & recognition Manage grievances
Workplace activities facilitate interaction between employees of different proles. In the study on Inclusive and Harmonious Workplaces conducted by the Ministry of Manpower (MOM) in 2010, companies in Singapore rated workplace activities as the most effective practice in promoting an inclusive and harmonious workplace culture. To maximise the benets of workplace activities to create an inclusive and harmonious workplace, organisations can: Organise workplace activities around common interests to encourage employees to bond on common themes. Common themes could include sports (e.g. jogging clubs, competitions), children (e.g. family day, excursions, expert talks on effective parenting), or hobbies (e.g. culinary tours). Encourage participation at all levels. Senior management should also be involved. Be sensitive about the organisation of workplace activities. For example, making provision for different types of dietary restrictions. Organise events to facilitate greater understanding. For example, through celebrating major holidays of various nationalities and ethnicities.

Workplace design The design of a workplace can facilitate an inclusive and harmonious culture by encouraging interaction between employees, as well as being sensitive to the needs of various employee populations. Organisations can design their workplaces to facilitate inclusiveness and harmony by: Creating spaces for employees to interact and meet informally (e.g. pantries with sufcient space and facilities) Creating an open ofce environment which minimises walls or barriers Designing the workplaces with needs of different employee populations in mind (e.g. nursing rooms for mothers, handicap access for the disabled, workplace ergonomics for older workers)
Workplace activities Workplace design Buddy system Employee networks
Awards & recognition Manage grievances

Buddy system Buddy programmes are usually put in place to help new employees settle into the organisation. The programme provides a means of obtaining information, asking questions and voicing concerns through a safe channel. The programme can be incorporated as part of the orientation process. Buddy assignment Organisations could pair new employees with incumbents who are well integrated in the organisation. If the new employees are new to Singapore, buddies can also help them settle in by sharing with them social and cultural norms. Ensure that the buddy is aware of his/her responsibilities Specic guidelines should be provided to buddies so that there is consistency in the way the buddy system is implemented across the organisation. Guidelines could include: Invite the new employees to an introduction meal Introduce them to colleagues Invite them to formal and informal workplace events Share insights about the organisations initiatives, programmes, policies, procedures Be a point of contact for questions, feedback or to provide guidance Check in with the new employees regularly for the rst few weeks of work to ensure that they are settling in well
Workplace activities and design at muvee Technologies

muvee Technologies (muvee) is a Singaporebased software company that produces automated video editing software for the consumer PC market. The home-grown company has a staff strength of over 50 workers of 13 different nationalities. muvee actively promotes and encourages employee interaction at the workplace through organisation of workplace activities and workplace design. Organisation of workplace activities muvee regularly organises team-bonding activities, such as team lunches and celebration events for major cultural holidays. Team Departments are also provided with a brown bag allowance every quarter to plan their own gatherings and team building activities. To help new employees assimilate into the organisation, muvee provides support to newly arrived foreign employees, helps them with accommodation arrangements, administrative requirements and shares with them places to eat or visit in Singapore. An employee portal on the intranet also allows new employees to quickly get acquainted with others in the company.
Workplace design muvee renovated its workspaces in 2009 to create an open ofce concept to enhance interaction between employees. Almost all employees, including the CEO, sit in the open ofce where workspaces are separated only with low partitions. The well-stocked pantry and diner provides a conducive environment for employees to take a break, play foosball, have meals together and engage in work discussions. The diner has become an important place where employees socialise and build bonds, and has come to epitomise the family culture of muvee. The success of these efforts has been visible. Employee interaction is high, and many socialise outside work settings and even organise holidays together. muvee also has one of the lowest turnover rates in the industry. Employees typically stay for at least 4 5 years, a signicant length of time in the fast-moving IT industry.
Source: Interview with muvee Technologies, September 2010

Employee networks Employee networks can help facilitate an inclusive and harmonious environment by providing employees with opportunities to connect, obtain support and get career advice. Organisations can build employee networks through setting up employee resource groups and mentorship programmes: (A) Employee resource groups for employees who share a certain interest or characteristic (e.g. working parent network, womens network, network of employees of the same nationality) can help to: Facilitate the career development of individuals by providing an avenue to share personal experience and obtain advice Provide a support system where employees can learn how to respond to challenges and obtain advice Highlight to management important issues facing a particular employee group
Workplace activities Workplace design Buddy system Employee networks Awards & recognition
Manage grievances

Employee networks (B) Mentorship programmes provide employees with an opportunity to tap on the mentors experience. In some organisations, it is used to target certain groups which are under-represented at senior levels of the organisation. The following are some strategies to establish a mentoring culture in your organisation: Establish clear goals for the programme and desired outcomes Top management should be involved to underscore its importance Provide training and support for mentors to be effective in their roles Provide guidelines to mentors on their expected roles and responsibilities. (For example, dening the desired outcomes, how regularly meetings should take place and how they should be conducted) Provide recognition to those who volunteer as mentors, for example, by incorporating it into annual performance reviews Reverse mentoring The traditional notion of mentoring usually involves a more experienced mentor developing a junior mentee. Reverse mentoring recognises that junior employees also have insights which more senior employees can benet from.

Awards & recognition Awards and recognition reinforce positive attitudes and behaviours by recognising exemplary leaders in creating an inclusive and harmonious workplace. Organisations which already have employee awards in place can consider including values and behaviour that foster inclusive and harmonious workplaces as part of the award criteria. Tips for achieving effectiveness implementing awards and recognition: Be clear about the context and expectations The recognition should demonstrate to employees the specic behaviours or actions which are being recognised by the organisation Team-based recognition or rewards can encourage teams to work towards a common goal and foster greater bonding
Buddy system Employee networks Awards & recognition
Workplace activities Workplace design Manage grievances

Manage grievances Workplace disputes or discrimination/bullying at work can have signicant negative impact on employees and organisation effectiveness. It is therefore important to put in place policies and clear procedures for handling disputes or complaints of discrimination. State clearly the organisations stand on equality and mutual respect Put in place clear escalation channels for raising problems, making complaints and resolving conicts Put in place channels that employees can turn to for help or guidance, such as an employee hotline or counseling service Make sure that communication channels are well communicated and understood by employees Assure employees that all matters will be dealt with condentiality Ensure that staff who are involved in providing support or advice are trained to do so. Organisations can also approach the Tripartite Alliance for Fair Employment Practices for advice if they need help in resolving disputes involving workplace discrimination.
Managing employee concerns at The Marriott

he Marriott is an international hotel chain that operates in 67 countries. Its 146,000 employees across the world are known as associates. In Singapore, The Marriott Singapore has over 500 associates of diverse backgrounds and proles. To ensure that their associates are treated with dignity and respect, and that fair treatment is guaranteed for all staff, The Marriott has in place three channels to enable employees to raise concerns: Guarantee Fair Treatment (GFT) The GFT states that all employees have the right to bring up issues and concerns to the next level, bypassing their own supervisors if necessary. The process of escalation to higher levels can continue to take place until the issue(s) are satisfactorily resolved.
Speak out! This channel allows associates to raise issues directly with the General Manager in Singapore, or with the Chairman and CEO of the global company. Prominently displayed in the staff lobby are two letterboxes for staff to place sealed letters. Letters in one box go directly to the General Manager, while letters in the other are directed to the Chairman. Administrators of Speak Out! are not allowed to open the sealed letters. All issues are investigated by the relevant departments, who report to the respective leaders on how the matters had been resolved. Open door policy The Marriott also adopts an open door policy where employees can go up to any member of the management to raise issues/concerns. These channels are well publicised to all new and existing staff, to ensure that they are aware of their rights and the recourse they have should they encounter issues such as discrimination or unfair treatment.
Source: Interview with Singapore Marriott Hotel, November 2010
Communicate effectively
Organisations can consider including the following key messages in their communication: Why it is important for the organisation to have an inclusive and harmonious workplace How an inclusive workforce will benet all employees The role which all employees play in creating an inclusive and harmonious workplace Strategies and tips for employees on how to enhance their working relationship with colleagues of diverse backgrounds How employees can deal with sensitive areas (e.g. misunderstandings, discrimination) and employee channels to raise concerns Key progress and achievements
Communicate effectively
It is important that senior management is involved in delivering the key messages to highlight their commitment. These can be done through: Incorporating key messages at company-wide events (e.g. corporate retreat, annual review, townhalls) Updates on the company intranet Internal milestone training programmes, such as the induction programme or new manager training e-newsletters, posters, brochures.
Resources for managers and employees The following materials serve as a reference point that organisations can use to communicate to staff on workplace inclusiveness and harmony. You should adapt and customise the materials based on your organisations staff prole and needs: A Managers Guide for Building Inclusive and Harmonious Workplaces (Appendix M1) provides tips and strategies for managers to lead diverse teams. Employee communication materials (Appendix V) provides tips for employees to work effectively in diverse teams. The materials are available for download from <insert web link>
Raising employee awareness on the importance of inclusiveness at Ernst & Young

Ernst & Young is a global professional services rm in assurance, tax, transaction and advisory services. The organisation has 141,000 employees across 140 countries. The Singapore ofce has over 2,000 employees, with approximately one-third of the workforce made up of international employees. It also has a good distribution of employees spanning across different age groups. Ernst & Young believes that embedding an inclusive culture in the organisation will enable its employees to achieve their potential and make a difference, and better enable the organisation to deliver high quality services to its clients, create competitive advantage and drive market leadership.
The organisation is active in raising awareness of the importance of diversity management and inclusiveness to its employees through the following: Dening clearly the vision for diversity and inclusiveness in the organisation, and how it will impact the business, its clients and all employees Regular communication from senior management and the HR department on the importance of having an inclusive workplace and bringing examples to life through stories in staff communications Producing thought leadership on diversity and inclusiveness for industry stakeholders and participating in similar-themed forums to share leading views on the subject Making available communication materials and resources such as: Slipsheets and posters on what it means to be inclusive Toolkits and guides on how to work with various employee groups (e.g. working with colleagues with disabilities, strategies on managing diverse teams) In addition, the organisation also actively communicates its diversity and inclusiveness commitment to external stakeholders. Ernst & Young has been recognised for its efforts in diversity management through a number of awards and accolades in various countries.
Source: Ernst & Young LLP, January 2011
Evaluate effectiveness
It is important to track the progress of your organisations diversity management programme to evaluate if the objectives are being met and to identify areas of improvement. This could include monitoring the results in the following areas: Workforce management Organisations can track whether the diversity management strategy has enabled it to be more effective at workforce management. This could include: Recruitment e.g. recruitment success rate, average time to hire Employee engagement e.g. absenteeism rate, employee surveys Promotion rate e.g. proportion of cohort promoted Retention rate e.g. percentage of turnover in a period These statistics can also be tracked in each employee group, to provide information on how successful you are at retaining and promoting employees from various backgrounds. It can help highlight issues faced by certain employee populations and gaps in the design or implementation of HR policies.
Evaluate effectiveness
Effectiveness of diversity management initiatives The diversity management initiatives should also be tracked to identify areas of improvement. The following areas can be monitored: Employee awareness of diversity management initiatives Employee feedback and perception of practices/policies Commitment of senior management in supporting the initiatives Effectiveness of managers and employees in working with colleagues of diverse backgrounds These can be tracked through: Inclusiveness Pulse Check (Appendix VII) The Pulse Check assesses employees perception of the organisations state of workplace inclusiveness and harmony. This should be completed on a periodic basis. The pulse check can be combined with existing employee surveys which are conducted in your organisation Employee focus groups to gather feedback Number of complaints escalated through employee grievance channels Exit interviews to obtain feedback on employees perception of the organisations inclusiveness. Sample exit interview questions are available on Appendix VIII on page VIII-1
v. Additional resources
Ministry of Manpower (MOM) MOM formulates and implements manpower policies in Singapore. The MOM website provides various resources relating to our workforce and workplace, including resources to foster inclusive and harmonious workplaces. All materials in this toolkit are available for download at <insert weblink once conrmed>. Tripartite Alliance for Fair Employment Practices (TAFEP) TAFEP was set up to promote the adoption of non-discriminatory and responsible employment practices among employers, employees and the general public. TAFEP provides a range of services, tools and resources, including training workshops, advisory services, and educational materials, to help organisations implement fair employment practices and to comply with employment legislation. It also provides tools and training to help organisations manage diverse populations. Visit the TAFEP website at www.fairemployment.sg for more information.
v. Additional resources
National Integration Council (NIC) NIC was set up in April 2009 to promote and foster social integration among Singaporeans, and with new Singapore Citizens and Permanent Residents. It seeks to promote initiatives that comprehensively meet integration needs in schools, workplaces, the community, and through the media; create a sustainable, active network for effective social integration efforts across Singapore; and internalise core Singaporean values among Singaporeans and others living, working and playing in Singapore. NIC launched the Community Integration Fund (CIF) on 16 September 2009 to encourage ground-up social integration efforts from the people, private and public sectors. Companies can apply for the funding to co-fund projects that provide opportunities for new immigrants, foreigners and locals to interact and communicate with each other, and improve their understanding of each others culture, values and norms. For more information, visit the website at www.nationalintegrationcouncil.org.sg National Integration Working Group for Workplaces (NIWG-W) NIWG-W is one of the four working groups set up to support the National Integration Council (NIC). NIWG-W works closely with our partners in industry and the unions to pursue various measures to help employers understand the benets of an integrated workplace, and to build capabilities to manage diversity. For more information, visit the website at http://app. nationalintegrationcouncil.org.sg/WorkingGroups/Workplaces.aspx Human Capital Singapore (HCS) HCS is the approved national centre for Continuing Education and Training. It trains and develops people managers so that they can re-design critical HR processes, identify and build needed competencies and deploy best HR practices to meet the changing expectations of the industry. HCS conducts a HR WSQ certied training course (Develop a Strategy for Managing Diversity ) which is targeted at HR practitioners to guide them in implementing workplace diverstiy management practices. Visit the website at http://www.hcs.com.sg/ for more information.
vi. Appendices
I-1 Appendix I - Diversity Management Assessment Appendix II -Managers competencies leading diverse teams II-1 Appendix III -Employees competencies working in diverse teams III-1 Appendix IV - Sample recruitment interview questions IV-1 Appendix V - Communication materials for employees V-1 Appendix VI - Sample performance appraisal form VI-1 Appendix VII - Inclusiveness Pulse Check VII-1 Appendix VIII - Sample exit interview questions VIII-1 Appendix M1 - Managers Guide M01
Appendix I - Diversity Management Assessment

The Diversity Management Assessment assesses whether your organisation has put in place diversity management practises in the following areas: Strategic importance of workplace inclusiveness and harmony in an organisation, and the extent of leadership commitment and support Practices/policies in staff recruitment, development and performance management Practices/policies to create an inclusive and harmonious workplace culture and environment Tracking and monitoring of effectiveness The assessment does NOT measure the effectiveness of diversity management in your workplace. Rather, it serves as a means to review the existing practices your organisation has put in place, to highlight gaps and opportunities for improvement. Who should complete the Assessment? Business owners, Human Resources Managers and/or Managers in charge of organisations diversity and inclusiveness management. How should I complete the Assessment? If you have access to the internet, complete the Assessment online at <insert link>. The results will be auto-generated and a series of recommendations will be provided based on your answers. Rest assured that the results will be condential and accessible only to you. Results of individual companies will not be retained or recorded. If you do not have access to the internet or prefer to complete the Assessment ofine, you can use the hard copy provided in this Appendix on the next page. There are two sections in the assessment. For each section, check all statements which apply to your organisation, and tabulate the scores at the end of each section. The rst section measures the extent to which your organisation has put in place foundational practices. These are essential workplace practices that organisations should adopt to promote an inclusive and harmonious workplace. Organisations which have scored well in the rst section can then proceed to the second section, which is a more comprehensive assessment of the extent to which your organisation has put in place practices to manage diversity. What should I do after I complete the Assessment? The results will help you identify gaps and areas of improvement in diversity management within your organisation. Use the results to prioritise the areas which you would like to focus on. Read Section 4 of the Toolkit, How do I build an Inclusive and Harmonious Workplace? for some ideas on practices and policies that your organisation can implement.
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Section 1: Foundational practices Complete this section rst to assess whether your organisation has put in place all the foundational practices essential to build an inclusive and harmonious workplace. Foundational practices Check all statements that apply to my rm Leadership and Commitment 1 2 We have dened and communicated the strategic link between workplace inclusiveness and harmony, and business success Our senior management models and articulates their commitment to workplace inclusiveness and harmony through their actions and communications Staff recruitment, retention and development 3 4 5 We recruit employees which have the most appropriate qualications and experience for the job, regardless of their age, gender or nationality In our recruitment process, we take into consideration the ability of candidates to work with or lead diverse teams All employees are assessed based on their ability to perform their tasks, regardless of age, nationality or gender All employees are required to set developmental goals and monitor results tied to workplace inclusiveness and harmony. This could include their ability to work with employees of different backgrounds. All line managers are required to set developmental goals and monitor results tied to the effectiveness with which they manage and promote workplace inclusiveness and harmony within their teams. Workplace culture 8 We organise regular workplace activities (e.g. team building, family day) that provide opportunities for employees to interact with one another Please add up the number of checks in this section /8
A Toolkit for Organisations I-2
What do my scores mean? Please tabulate your scores. If you received a score of 6 and more, do proceed to the next section. If you did not receive a score between 0 and 5, identify the questions which you did not place a check against, and read the following table for suggestions for improvement. Foundational practices Identify the question you did not check What does this mean?
It is important to dene how how diversity management will impact your business outcomes. Refer to Page 4 of the toolkit to nd out how diversity management benets organisations, and Page 12 of the toolkit which helps you identify the business case for diversity management within your organisation. Senior management plays a key role in building an inclusive and harmonious culture. Refer to Page 14 of the toolkit for more ideas on key roles which senior management can play. It is important to have a fair recruitment system which is fair and objective. Refer to the Fair Recruitment & Selection Handbook published by the Tripartite Alliance for Fair Employment Practices for more resources and tools. To build an inclusive workforce, the recruitment appraisal process needs to take into account candidates ability to work with or lead diverse teams. Refer to Page 20 of the toolkit for some ideas on how your recruitment process can incorporate this. It is important for the performance management system to be fair and objective. Refer to Page 25 of the toolkit for some ideas. You can also refer to the Tripartite Guidelines on Fair Employment Practices published by the Tripartite Alliance for Fair Employment Practices for more resources and tools. To build an inclusive workforce, employees need to be effective in working with diverse teams. Refer to Page 25 of the toolkit for ideas on how your performance management system can incorporate this. To build an inclusive workforce, managers need to be effective in leading diverse teams. Refer to Page 25 of the toolkit for ideas on how your performance management system can incorporate this. Organisation of workplace activities which encourage employees of different proles to interact are one of the most effective ways to build an inclusive culture. Refer to Page 27 of the toolkit for more ideas on organising workplace activities.
Section 2: Comprehensive assessment Now that youve completed the foundation assessment in Section 1, complete this section to assess how comprehensive the diversity management practices are in your organisation. Comprehensive assessment Check all statements that apply to my rm Leadership and Commitment 1 We have put in place an explicit vision and strategy to promote workplace inclusiveness and harmony We have concrete and measurable goals on what we want to achieve in workplace inclusiveness and harmony. This could include demographic targets linked to recruitment/promotion, targets of workplace culture, or targets linked to business outcomes (e.g. sales) We have appointed senior executives who look into reviewing and introducing policies and practices to promote workplace inclusiveness and harmony We have set aside a dedicated budget on initiatives to promote workplace harmony and inclusion We have dedicated staff assigned to track and develop initiatives to promote workplace inclusiveness and harmony The business case for workplace inclusiveness and harmony is clearly articulated and communicated within the organisation Please add up the number of checks in this section Staff training and development 7 We have put in place training programmes to help our employees improve their ability to communicate and work in a team with members of different backgrounds We have put in place training programmes to help our line managers manage teams of diverse backgrounds, including managing team of different nationalities and age groups. Please add up the number of checks in this section /2 /6
3 4 5 6
Comprehensive assessment Check all statements that apply to my rm Workplace culture 9 We have a buddy system that pairs up new employees with existing employees to help them understand workplace culture and social norms We make an effort to help our foreign employees settle into Singapore, by providing them with written guides or orientation programmes that contain information about working and living in Singapore We facilitate the set up of networks or support groups that allow employees of similar proles to interact and share their tips and experiences (e.g. womens committee, minority networks, expatriate networks) Our workplace is designed to be open with common areas to encourage socialisation amongst staff We design our workplace to take into consideration the needs of various employee populations (e.g. nursing rooms for mothers, prayer room, anti-slip ooring for mature workers) We regularly conduct activities to build awareness and promote positive staff attitudes to promote inclusiveness and harmony (e.g. talks, posters, programmes to promote positive staff attitudes and equip staff with tools/tips on working with colleagues of different backgrounds) We have a mentorship programme to ensure that employees of different backgrounds receive development support and guidance in their careers We have a conict resolution process to manage and resolve conicts between employees We have channels for employees (e.g. counseling support) to raise instances of conicts or abuse and obtain condential advice and support Please add up the number of checks in this section /9
10
11
12 13
14
15 16 17
Measurement 18 We regularly measure the culture of workplace inclusiveness and harmony in the organisation (e.g. through employee surveys, focus groups, tracking of disputes) to identify areas for improvement We regularly track employee demographics and measures the rate of recruitment, retention and promotion of employees of different proles (e.g. gender, nationalities, age) to identify, address and prevent any discriminatory practices We regularly measure how workplace inclusiveness and harmony contributes to the business outcomes of our organisation (e.g. sales targets, market penetration) The data collected is used at senior management levels to monitor the organisations performance Initiatives to promote workplace inclusiveness and harmony are regularly reviewed for effectiveness and improvement Please add up the number of checks in this section /5
19
20 21 22
What do my scores mean? Leadership and Commitment If you scored between 4 to 6 Your organisation places a strong strategic importance on workplace inclusiveness and harmony, and your senior management demonstrates commitment and support. This is the most important foundation to cultivate an inclusive and harmonious workforce. Your organisation can explore how to strengthen the business case for workplace inclusiveness and harmony in the organisation, as well as how senior management can demonstrate their support and commitment. This is important to set a strong foundation for cultivating an inclusive and harmonious workforce. Do read Pages 12 to 14 of the toolkit for some suggestions on how to do this. Your organisations training and development practices are supportive of an inclusive and harmonious workforce. Your organisation can explore how to strengthen practices in staff training and development to promote a more inclusive and harmonious workforce. Do read Pages 21 to 23 of the toolkit for some suggestions on how to do this. Your organisation has taken a comprehensive approach to promoting an inclusive and harmonious workplace culture and environment. While your organisation has made some strides at putting in place practices to promote an inclusive and harmonious workplace culture and environment, more can be done. You can read Pages 26 to 39 of the Toolkit for more ideas on practices which you can put in place to promote an inclusive and harmonious workplace culture and environment. Your organisation takes a comprehensive approach to monitoring and evaluating initiatives to promote an inclusive and harmonious workplace culture and environment. If your organisation is committed to creating an inclusive and harmonious workforce, there needs to be stronger monitoring of the state of workplace diversity management to assess success and implement improvements. You can read Pages 42 to 43 of the Toolkit for more ideas on measures which you can put in place.
If you scored between 0 to 3
Staff training and development If you scored 2/2 If you scored between 0 and 1
Workplace culture If you scored between 7 to 9
Measurement If you scored between 3 to 5
Appendix II Managers competencies leading diverse teams

To build an inclusive and harmonious workplace, it is important that managers are able to effectively lead diverse teams, and supervise colleagues of different backgrounds (e.g. age, nationality, race/culture, gender). The key competencies and behaviours which managers should display to foster an inclusive and harmonious workforce are outlined in Figure 1 below. More details of the behavioural indicators of each category are set out in the table on the following page.
Un
g din an t s er
rs othe
Develo ping
sel fa nd o
th
er s

rene ss
Awareness of different generations/cultures, styles and values; the ability to understand differences in team and help them feel valued
The ability to ensure both self and others are able to achieve their maximum potential in a diverse team
Com
mun
Self-awa
The ability to understand oneself and the impact that ones perceptions and attitudes have on others
Leading diverse teams
The ability to communicate sensitively and effectively when dealing with a diverse team
ge m
en t

Co
HR disciplines
Figure 1: Managers competencies leading diverse teams
The ability to make fair employment decisions and to provide equitable opportunities
A Toolkit for Organisations II-1
itm
en t
to d
The ability to adapt working styles and make work arrangements to cater to the needs of different groups of employees
Display of exemplary behaviours and taking lead in matters relating to inclusive and harmonious workplaces
ive rs
ity
ications
il xib Fle
it y
a an m in
Managers competencies leading diverse teams (behavioural descriptors) Competency area Self-awareness: the ability to understand oneself and the impact that ones perceptions and attitudes have on others Behavioural indicators Examines own behaviour styles, beliefs and attitudes Expresses feelings and emotions appropriately and in a way that does not cause undue problems for others Thinks about own negative feelings before reacting Reects and learns from experience Demonstrates a positive attitude towards others Flexible and open to other perspectives, even when these conict with his/her own Aware of, respects and relates well to others from varying backgrounds Communicates in a way that encourages trust and cohesion between people with different backgrounds and beliefs Avoids offending people in verbal and non-verbal communication that are based on religion, race, gender, age etc. Recognises that people have their own individual communication style Understands that communication problems may be rooted in language and style rather than underlying motive or intent Open to learning new values, attitudes and feelings Willing to change own patterns of behaviour in the interests of the organisation and the people who are affected by it Takes initiative to give feedback to help people understand others point of view Takes action to ensure that all employees are given the opportunities to learn and develop Regards working with people from different backgrounds as an opportunity for mutual learning Examines own communication style when working with people of different backgrounds and adapts as necessary Ensures that there are clear communication channels where all employees can feel safe to give input and feedback Communicates own thoughts and feelings to others sensitively and respectfully Surfaces tensions, deals with conicts, biases and intolerable behaviours and produces a positive outcome for all groups of employees Shows commitment in communicating effectively when faced with difcult people and situations
Understanding others: awareness of different generations/cultures, styles and values; the ability to understand differences in team and help them feel valued
Developing self and others: the ability to ensure both self and others are able to achieve their maximum potential in a diverse team
Communication: the ability to communicate sensitively and effectively in a respectful manner with employees of diverse backgrounds
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Commitment to inclusiveness: display of exemplary behaviours and taking lead in matters relating to inclusive and harmonious workplaces
Plays a lead role in organisational programmes and initiatives to create and support an inclusive and harmonious workplace Displays actions or speak of words that supports inclusiveness in organisation Shows a strong commitment to making the workplace inclusive for team members Encourages staff to work in diverse teams and to acknowledge others Understands HR issues which are related to diversity of workforce (e.g. promotion, placement on projects, career development, compensation and benets, performance appraisal, etc.) Makes HR decisions for team or department based on merits and competencies Acknowledges and recognises individual and team contributions Creates and develops an environment in which all employees can express themselves and act without fear regardless of their background Values the benets that different people bring to the organisation Understands and acts on what motivates people as individuals and adapts communication styles accordingly Be sensitive to emotions of team members and responds accordingly taking their backgrounds into consideration
HR disciplines: the ability to make fair employment decisions and to provide equitable opportunities
Flexibility in management: the ability to adapt working styles and make work arrangements to cater to the needs of different groups of employees
A Toolkit for Organisations II-3
Appendix III Employees competencies working in diverse teams

To build an inclusive and harmonious workplace, it is important that employees are able to work effectively with colleagues from various backgrounds (e.g. age, nationality, race/culture, gender). The key competencies and behaviours which employees should display to foster an inclusive and harmonious workforce are outlined in Figure 1 below. More details of the behavioural indicators of each category are set out in the table on the following page.
De v
in op l e
e gs
lf
Se l faw ar en
s es
The ability and willingness to seek out opportunities to learn about diverse groups and learning to conduct oneself appropriately in a diverse team
The ability to understand oneself and the impact that ones perceptions and attitudes have on others
The ability to communicate sensitively and effectively when working in a diverse team
Communication
Figure 1: Employees competencies working in diverse teams
III-1 NIWG-W - MANAGING WORKPLACE DIVERSITY
Ap
pr ec
iat ing nee ds o f
Demonstration of creativity when solving problems and adaptability when working in a diverse team
Awareness of different generations/cultures, styles and values; the ability to understand and embrace differences in a diverse team
others
Working in diverse teams
a Flexibility
il it tab dap nd a
y

Employees competencies for working in diverse teams: behavioural descriptors Competency area Self-awareness: the ability to understand oneself and the impact that ones perceptions and attitudes have on others Appreciating needs of others: awareness of different generations/ cultures, styles and values; the ability to understand and embrace differences in a diverse team Behavioural indicators Examines own behaviour styles, beliefs and attitudes Expresses feelings and emotions appropriately and in a way that does not cause undue problems for others Thinks about own negative feelings before reacting Reects and learns from experience Demonstrates a positive attitude towards others Demonstrates empathy and sees things from other peoples perspective Takes the initiative to know colleagues Understands the social, psychological or cultural forces that shape others views Able to appreciate and respect people from different, backgrounds, values and beliefs Knows that treating people fairly may mean treating them differently according to their ability and background Be mindful of others emotions and responds accordingly Engages in behaviours that reect a general understanding of inclusiveness at the workplace Examines own communication style when working with people of different backgrounds and changes as necessary Communicates own feelings to others sensitively Shows commitment in communicating effectively when faced with difcult people and situations
Communication: the ability to communicate sensitively and effectively when dealing with a diverse team Flexibility and adaptability: demonstration of creativity when solving problems and adaptability when working with a diverse group of people Developing self: the ability and willingness to seek out opportunities to learn about other diverse groups and learning to conduct oneself appropriately in a diverse team
Adjusts ones expectations of working style and pace when working with diverse groups of people Sensitive to the stress encountered by people who are the minority Openly values the benets that different people bring to the organisation Adapts communication style accordingly upon sensing the emotions of others Open to learning about new values, attitudes and feelings Willing to change own patterns of behaviour in the interests of the organisation and the people who are affected by it Takes active steps to request for feedback to understand other peoples point of view and seek right opportunities to learn and develop Regards working with people from different backgrounds as an opportunity for mutual learning
A Toolkit for Organisations III-2
Appendix IV - Sample recruitment interview questions

To build an inclusive and harmonious workplace, the recruitment of candidates is an important rst step. Organisations should go beyond selecting candidates based on their skills, knowledge and experience, to also include their ability to work with or manage diverse teams in the assessment criteria. Some sample questions which organisations can use to assess the ability of candidates to work with or manage diverse teams are as follow: For employees: Can you share what the culture of your last organisation was like? What did you like or dislike about it? Can you provide an example of an instance where you had to work with a colleague of a different background (i.e. age, race/culture, gender, nationality). How did you manage it? What do you think is important in making such a working relationship work? Can you give an example of how you adapted your own working or communication style to work with different team members or work situations? How well do you work with new colleagues of a different background? What do you do to establish a working rapport with them? Can you provide an example of an instance where you found it difcult to get your colleague(s) or supervisor(s) to agree with your recommendation/decision due to differences in values, cultures or background? What did you do about it? For managerial positions: Have you ever managed a team which comprised individuals of very different proles and backgrounds? How did you facilitate a culture of teamwork? What do you think is important in managing such a team? Can you provide an example of how you adapted your own management style to work with different team members? Can you provide an example of an instance where you had difculties managing a subordinate due to differing backgrounds? What did you do to overcome it? If you had a few team members who were not able to work together or get along, what would you do in this situation?
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Appendix V - Communication materials for employees

It is important that organisations take actions to increase the awareness of and educate managers or employees on how to manage or work in diverse teams. This set of materials has been developed as a reference point for organisations. Individual organisations should adapt the materials and customise the terminology and/or language according to their needs.
A Toolkit for Organisations V-1
V-2 NIWG-W - MANAGING WORKPLACE DIVERSITY
V-4 NIWG-W - MANAGING WORKPLACE DIVERSITY
Appendix VI - Sample performance appraisal form

Organisations should take into account employees commitment to work well and manage a diverse team in the performance management system. To do so, the competency areas and behavioural descriptors outlined on pages VI-2 to VI-3 can be customised and incorporated into the appraisal system. A sample template is outlined below for reference. Sample performance appraisal template Rating scale 1 Outstanding Descriptor Exceptional performance in all areas of responsibility. Planned objectives were achieved well above the established standards and accomplishments were made in unexpected areas. Consistently exceeds established standards in most areas of responsibility. All requirements were met and objectives were achieved above the established standards. All job requirements were met and planned objectives were accomplished within established standards. There were no critical areas where accomplishments were less than planned. Performance in one or more critical areas did not meet expectations. Not all planned objectives were accomplished within the established standards and some responsibilities were not completely met. Did not meet minimum job requirements. Performance was unacceptable. Responsibilities were not being met and important objectives had not been accomplished. Required immediate improvement.
2 Exceeding expectations
3 Met expectations
4 Needs improvement
5 Did not meet minimum standards
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For Employees Competency area Descriptor Demonstrates an ability to understand oneself and the impact that ones perceptions and attitudes have on others. Demonstrates awareness of different generations/ cultures, styles and values; has the ability to understand and embrace differences in a diverse team. Demonstrates the ability to communicate Communication sensitively and effectively when dealing with a diverse team. Flexibility and adaptability Demonstrates adaptability when working in a diverse team. Able and willing to seek out opportunities to learn about other diverse groups and to conduct oneself appropriately in a diverse team. Rating 1 2 3 4 5 Evidence
Self-awareness
Developing self
A Toolkit for Organisations VI-2
For Managers Competency area Descriptor Demonstrates the ability to understand oneself and the impact that ones perceptions and attitudes have on others. Aware of different generations/cultures, styles and values; able to understand differences in the team and help them feel valued. Demonstrates the ability to ensure both self and others are able to achieve their maximum potential in a diverse team. Rating 1 2 3 4 5 Evidence
Self-awareness
Understanding others
Developing self and others
Demonstrates the ability to communicate Communication sensitively and effectively when dealing with a diverse team. Displays exemplary behaviours and takes the lead in matters relating to building an inclusive and harmonious workplace. Demonstrates the ability to make fair employment decisions and to provide equitable opportunities. Demonstrates the ability to adapt working styles and make work arrangements to cater to the needs of different groups of employees.
Commitment to diversity
HR disciplines
Flexibility in management
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Appendix VII - Inclusiveness Pulse Check

The Inclusiveness Pulse Check assesses employees perception of the state of workplace inclusiveness and harmony, and identies whether organisations practices and policies have been effective. Specically, it provides organisations with an assessment of the following: Employee awareness whether your organisations message on workplace inclusiveness and harmony has been getting through Employee perception of effectiveness of practices/policies Ability of managers and employees to work with colleagues of diverse backgrounds Employee perception of the inclusiveness of workplace culture Who should complete the Pulse Check? It is recommended that the Pulse Check be completed by all employees in the organisation. Organisations could also randomly select a good representation of employees across different departments and levels of the organisation to complete the Pulse Check. How should my organisations go about completing the Pulse check? The Pulse Check is appended on the next page. A soft copy can also be downloaded online at <insert link> Organisations are encouraged to adapt the questions to suit their needs. Companies can also identify relevant questions for incorporation in existing employee surveys (e.g. employee satisfaction survey, employee engagement survey, organisation climate survey). The survey can be distributed via hard copy or email to the selected respondents. For easier compilation and analysis, organisations can use survey tools available publicly or in-house. Organisations can also contract independent companies to conduct the survey. It is strongly recommended that survey responses be kept anonymous and strictly condential. For more accurate results, organisations are encouraged not to ask for the name or designation of individuals, or any information which will serve as identiers. All results should be collated and reported on an aggregate basis.
A Toolkit for Organisations VII-1
Section 1: Personal information Please indicate which department you are from Please indicate your gender Male Female Please indicate your nationality Are you married? Yes No Please indicate how long you have been with the rm < 1 year 1-5 years 5-10 years > 10 years Please indicate which age group you fall into < 30 year 30-39 years 40-49 years > 60 years Please indicate your race Do you have children? Yes No
Section 2: Please indicate the extent to which you agree/disagree with the statements below.
Strongly disagree Disagree Agree Strongly Agree Not sure
A 1. 2.
Perception of company policies and practices <My company> is committed to creating an inclusive and harmonious workplace <My company> has a clearly articulated vision and strategy to achieve workplace inclusiveness and harmony I believe that having a diverse workforce comprising people of various ages, nationalities and gender will improve the performance of <My company> <My company> supports my professional development and growth I nd that <x policy/practice e.g. inclusion training> is effective at enabling me to work better with my colleagues of different backgrounds Senior management support for workplace inclusiveness and harmony Senior management demonstrate their support for workplace inclusiveness and harmony through their words and action Senior management respects all employees as individuals and values their differences Workplace culture I t in well at <My company> Colleagues at <My company> are pleasant and co-operative to work with My colleagues of different nationalities are generally easy to work and communicate with My colleagues of different generations are generally easy to work and communicate with I am sometimes concerned with the way some people treat others at <My company>, e.g. making cultural jokes
3.
4. 5.
B 6.
7. C 8. 9. 10. 11. 12.
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Section 2: Please indicate the extent to which you agree/disagree with the statements below.
Strongly disagree Disagree Agree Strongly Agree Not sure
13. D 14. 15. 16. 17. 18. 19.
Sometimes the way people treat me at <My company> upsets me Relationship with supervisor I work well with my immediate supervisor I am able to communicate well with my immediate supervisor most of the time My supervisor treats me fairly and with dignity My supervisor values my contribution to the team My supervisor provides me with feedback and guidance I am evaluated fairly at work, based on my performance, regardless of my background (i.e. nationality, gender, race) Relationship with subordinates My subordinates understand my instructions and communications most of the time I am generally able to work well with my subordinates I nd it occasionally challenging to manage employees of different generations I nd it occasionally challenging to manage employees of different nationalities I nd it occasionally challenging to manage employees of different gender Overall <My company> is an inclusive and harmonious place to work in
E 20. 21. 22. 23. 24 F 25.
Making sense of the results Once the employee survey is completed, the results can be analysed as follows: As an aggregate, to provide information on areas which the organisation is doing well, or opportunities for improvement At the department-level, to provide department heads with an understanding of areas which the department is doing well, and opportunities for improvement Segmented into employee populations (e.g. employees with families, by age groups, by nationality), to identify segments of populations which may be facing higher degree of challenges at work In addition to the survey, follow-up focus group sessions can be conducted with employee groups to provide more in-depth analysis and qualitative information on key sources of challenges and barriers, as well as to obtain their perception on opportunities for improvement.
A Toolkit for Organisations A16 A Toolkit for Organisations VII-3
Appendix VIII - Sample exit interview questions

BASIC QUESTIONS Why have you decided to leave the company? What does your new company offer that encouraged you to accept their offer and leave this company? (This can be in terms of opportunities for advancement, salary, annual leave, working hours, maternity/family leave). PERSONAL AND PROFESSIONAL DEVELOPMENT Do you feel you had the resources and support necessary to accomplish your job? If not, what was missing? Do you feel you were given equal access to opportunities that arose, either relating directly to work, training and/or learning and development, or to chances of advancement? Were your job responsibilities characterised correctly during the interview process and orientation? Did you feel a part of the team you were working with and the company culture? Describe factors that limited your ability to contribute effectively.
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Appendix VIII - Sample exit interview questions

MANAGEMENT SUPPORT The quality of supervision is important to most people at work. How was your relationship with your manager? What could your supervisor do to improve his or her management style and skill, especially pertaining to the management of diverse employee populations? Did you feel that the management helped you accomplish your personal and professional development and career goals? Was the management understanding of your needs (be it age, race/culture, gender or nationality) when it came to assigning roles and responsibilities? AREAS OF IMPROVEMENT AND NEED What would you recommend to help us create a more inclusive and harmonious workplace? Do you have any recommendations regarding work-life balance, maternity/family leave, working hours for older workers, or integrating employees of different backgrounds into an inclusive and harmonious workplace?
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creating inclusive and harmonious workplaces

A Managers Guide
creating inclusive and harmonious workplaces
Introduction M4 Section 1: Managing team members of different backgrounds M5 A look within: how inclusive are you as a manager? M5 How to be a more inclusive manager M8 Managing across generations, nationalities and cultures M11 Section 2: Building an inclusive culture within your team M16 How well does your diverse team work together? M16 Building a culture of inclusiveness within your team M18 Managing conicts within your team M20 Summary M21 Additional resources M22
contents
InTRODUcTiOn
Managing teams is becoming increasingly challenging with the rising diversity of our workforce. While diverse teams collectively present a greater wealth of experience and ideas, they often have a greater variety of communication styles, motivations, working approaches and norms, making for more complexity in team management. The purpose of this guide is to provide managers like yourself with strategies and tips to be more effective in managing your diverse teams. Who is this guide for? If you are a supervisor who manages an individual or a team who has a prole different from your own (for example, different age group, nationality, race, culture and gender), this guide is for you! How to use this guide? This guide has been organised into two main sections: Section 1 tells you can be more effective at understanding and managing your diverse team members. You will learn more about:
NIWG-W Creating Inclusive and Harmonious Workplaces
Challenges of managing diverse teams

The following are some typical challenges faced by managers and supervisors. Have you encountered any of them? Challenges in communication between employees of different nationalities Difculty in recruiting, managing or retaining individuals of different generations Lack of teamwork and cooperation between team members Formation of in-groups and out-groups within teams These challenges can impede the performance of your teams and affect employee engagement and team morale. It is therefore important that you, as a manager, are able to effectively manage your diverse team and create an inclusive and harmonious environment to maximise your teams performance.
How to be a more inclusive manager (page M8) Managing across generations, nationalities and cultures (pages M11-M15)
Section 2 focuses on how you can help your team members work better with each other. You will nd out more about: How to create an inclusive and harmonious team culture (pages M16-M19) How to resolve team conicts (page M20)
A series of self-reection exercises are included to help you assess the extent to which your decisions, behaviours and team cultures are inclusive. Use these to identify areas where you would like to change or improve. Read the tips to give you ideas of actions or strategies you can adopt in your identied areas.
M4
SECTION 1
MaNagINg TEam MEmBERS OF DIFFERENt BaCKgRoUNdS

Having a diverse team brings fresh ideas and innovative approaches. The challenge is that these members will also have different communication styles, understandings and expectations. Effective management is important to enable the team to work effectively together and help all members reach their full potential, thereby harnessing the advantages of a diverse team. A look within: how inclusive are you as a manager? All of us have preferences based on our experience and level of awareness which inuence our decisions and behaviours as managers. It is important to understand how your preferences affect your decisions as they inuence your effectiveness at managing diverse teams. Take a minute to reect how your preferences may have affected your decisions as a manager. Use the reection exercise (page M6) to help you. Identify areas where you would like to change or do better to be a more inclusive manager. Think about strategies and actions which you can take to be more effective at managing your diverse team. You may nd the tips and strategies on pages M8 to M10 helpful.
M5
A Managers Guide
REFLECTiON EXErCisE #1:
How Do Your Preferences Affect Your Decisions As A Manager?

Recall recent work situations you faced. Take a moment to think about the decisions you have made as a team leader: In recruitment Do you typically hire the same type of person? Do factors such as age, nationality, race/culture, gender affect your decisions? In team arrangements and work assignments Are your decisions on work allocation based on the task specications and capabilities of the staff? Are you providing the best development and skill- building opportunities to all in your team?
In providing feedback and evaluating performance In evaluating performance, do you consider factors based on the prole of the person unrelated to his/her demonstrated results?
How well do you know each of the employees you supervise? Do you know what motivates them, how they like to be recognised, how they learn best?
Do you prefer people with styles or backgrounds similar to yours? Do you offer more feedback to certain members of your team more easily or more regularly? Why?
M6
REFLECTiON EXErCiSE #1:
In your day-to-day interactions Do you make assumptions about your colleagues and team members based on their prole (e.g. age, nationality, race/culture, gender)? Do you test or clarify your assumptions before making decisions based on them? Do you believe there is only one right way of doing things? Are you open other ways which may accomplish the same goals? With whom do you eat lunch with regularly? Are your lunch buddies of a certain background/prole? Do you take immediate action with people you supervise when they behave in ways which show disrespect for others (e.g. cultural jokes?)
After reviewing these questions, are there specic areas where your preferences for certain proles, styles or backgrounds, which are not related to team members performance or capabilities, have affected your decisions as a manager? Identify the areas which you would like to change or improve. For ideas on strategies and tips to address them, read pages M8 to M10.
M7
A Managers Guide
Tips anD strategies
How to be a more inclusiVe manager

1. Respect differences. Value the uniqueness of every individual. 2. Keep an open mind. Be open to new ways and approaches and encourage your team to do so. 3. Build self-awareness. Be aware of your own behaviour and beliefs and how they may affect the way you treat others. Be proactive in asking for feedback to understand other peoples point of view. 4. Get to know your team members on an individual level. Be careful not to stereotype someone based on his/her prole. Get to know and understand your team members and adapt your management style to meet their needs. (Go through the reection exercise on page 7 to ascertain how well you know your team members). 5. Acknowledge differences in communication styles and languages. Be mindful that some employees may have difculty expressing themselves in our business language, English. Be attentive and take time to clarify any doubts. Be prepared to vary your communication style to communicate effectively with your team members if necessary. Consider enrolling these employees for English language courses. 6. Make decisions based on team members abilities and task specications. Avoid assigning projects, assessing performance, selecting training participants or assigning roles and responsibilities based on factors such as gender, nationality, culture, or age, unless specic traits are necessary to perform the job.
NIWG-W Creating Inclusive and Harmonious Workplaces M8
How to be a more inclusiVe manager

Caution Be careful in making assumptions about team members based on your preconceptions, even when well intentioned. Make sure to clarify the assumptions before making decisions based on them.
Tips anD strategies
Who should I assign to lead this project? Mary would be a good candidate but this requires lots of late conference calls and she has a young family Perhaps I should assign Ben instead.
Sigh I got passed over for yet another plum project Why are all the good opportunities given to Ben? After all the hard work Ive put in, perhaps it is time to move on
Boss
Mary
M9
A Managers Guide
REFLECTiON EXErCisE #2:
How well Do you unDerstanD each of your team members?

Being effective in managing diverse team members is not just about managing others the way you would like to be managed. It is also about understanding them well enough to treat them the way they would like to be treated. Take a minute to list down all the members in your team and think about how well you understand them.
Team member Name of team member #1 Motivation What motivates this team member? Some examples are: Compensation Recognition Challenging work Meaningful work Development opportunities Flexibility Strategic decision making Supportive colleagues Autonomy Organisational vision Team member #2 Team member #3 ............. Communication What is the preferred communication style of this team member? For example: Individual one-to-one discussions Team meetings Email Telephone Text messaging Memos Preferred management style How does the team member like to be managed? How often, and in what form, does he/she like to receive feedback? What do they value from a supervisor? (e.g. clear direction, democratic approach, coaching and advice)
M10
MaNagINg aCROSS gENERaTIONS aND NaTIONaLITIES

A study on Inclusive and Harmonious Workplaces conducted by the Ministry of Manpower in 2010 found that managers and organisations faced the greatest challenge in managing diverse teams of different generations and nationalities. This was often due to differences in culture, communication styles, attitudes, perspectives and social norms. To improve your understanding of your team members of different generations and nationalities, Boxes 1-1 and 1-2 on pages M12 and M14 highlight the different characteristics of the different employee groups, and provide tips on how you can be more effective in managing them. Note: These groupings are not intended to stereotype individuals based on their proles. Rather, they serve to provide insights into the patterns of differences between generational groups. There are great variations amongst individuals and each individual may not demonstrate all the characteristics identied with their prole. It is important to get to know all team members at an individual level to understand their personal characteristics and how you can bring out the best in each of them.
M11
A Managers Guide
BoX 1-1: Managing across generations

Gen Y Born after 1980 Perceived strengths: Good at multi-tasking Technologically-savvy Condent Short attention span Global world-view Achievement-oriented Likes to have fun at work
Gen Y
Tips for bringing out the best in them Involve them in decision making Provide mentorship, coaching and advice Show willingness to embrace and consider their ideas Provide a fun, employee-centered workplace Be exible nd ways to allow them to pursue the activities they enjoy (e.g. unpaid leave to travel) Provide stimulation through a variety of roles Set ground rules early, particularly around social networking and technology usage. Provide clear direction, support and regular feedback
Gen X Born between1965 and1980 NIWG-W Creating Inclusive and Harmonious Workplaces Perceived strengths: Ambitious Adaptable Technologically literate Independent and likes autonomy
Gen X
Tips for bringing out the best in them Be approachable, encourage ideas. Provide challenging and varied work Use performance-based rewards and promotion Take time to be personal and acknowledge them individually for contributions Involve them in decision-making Offer professional development opportunities Help them see how their contributions achieve organisations goals Provide mentorship Provide clear direction and support Provide regular feedback
M12
BoX 1-1: Managing across generations

Baby boomers Born between 1946 and 1964 Perceived strengths: Dedicated and hardworking Good team players Respect for authority and hierarchal structure Experienced Tips for bringing out the best in them Provide challenging and varied work assignments Be prepared to be exible to allow them to balance family and work responsibilities Provide recognition for their contributions Show respect for their inputs, knowledge and experience Use them as mentors to transfer knowledge and experience to younger generations Be coachable. Tap on their experience
Baby Boomers
Traditionalists Born before 1946 Perceived strengths: Strong work ethic Experienced Disciplined Stable May be reluctant to speak up Avoids conict
Traditionalists
Tips for bringing out the best in them Be prepared to be exible in work arrangements and working hours Provide recognition for their contributions Show respect for their inputs, knowledge and experience Provide freedom and exibility for them to do their work. Avoid micromanaging them Provide clear and direct communications Continue to offer development opportunities Use them as mentors to transfer knowledge and experience to younger generations Be coachable. Tap on their experience
M13
A Managers Guide
BoX 1-2: Managing across nationalities anD cultures

The following are some differences between cultures/nationalities which may cause challenges at work: Language - Languages differ across cultures. Even when a common language is used, the same words may have different meanings. Non-verbal communication (e.g. body language, gestures) also differ. Direct vs indirect - The degree to which communication is made explicit across cultures may vary. Some cultures assume more commonality of knowledge than others, and communicate in more indirect ways. Perception of time In some cultures, time is seen as a limited resource whereas others view time to be more plentiful. This may result in differences in the sense of urgency in tasks. Perception of hierarchy The extent to which hierarchy is respected and valued varies across cultures. Perception of individual vs collective Some cultures value individual uniqueness and independence, whereas others expect people to prioritise the collective good over their own preferences. Example of differences in communication style
Pursuant to our request for my opinion regarding my personal availability for a face-to-face meeting to discuss our mutual concerns about the matter in question, I would like to propose for your consideration that the best utilisation of our time would be to multitask by holding said meeting concurrently in conjunction with the consumption of the mid-day meal.
Lets have lunch
Direct Indirect
M14
Tips on how to manage challenges arising from differences in communication and perspectives Listen carefully and clarify. Ask: When you say this, do you mean. Ask team members to go over their assignment with you. If necessary, change your communication styles to accommodate other members in the team. Rephrase your sentence. Use alternative forms of communication. Solicit feedback about your own communication and management style. Be approachable. Develop an atmosphere where team members are comfortable asking for assistance Avoid jargon and slang. Using Singlish can be confusing. Keep the message simple and straight to the point. Help team members understand the organisation values and norms. Share organisational values, structure, working norms and expectations at the onset.
M15
A Managers Guide
SECTION 2
BUiLDing An incLUSiVE AnD hARMOniOUS cULTURE wiThin YOUR TEAM

In addition to being able to effectively manage your team members, it is also important to build a culture of inclusiveness and harmony within the team to facilitate effective communication, trust and teamwork between team members. How well does your diverse team work together? First, think about how well your diverse team is working together. You can use the reection exercise on the next page to help you.
M16
REFLECTiON EXErCisE:
How well Does your team work together?

The following are some dimensions which indicate how well a team works together: 1. Level of communication and interaction How effectively and frequently do your team members communicate with one another? Do all your team members interact with one another in informal settings (e.g. during lunch, company activities, after work) Do conicts or misunderstandings occur often? 2. Level of collaboration Does your team work towards a common goal, or do individual interests prevail? Do you notice any cliques, within your team? Are team members willing to share information and resources with one another? 3. Mutual care and support Are team members proactive in offering help to those who need it? When a new team member comes on board, are the incumbent members proactive in helping them settle in? Do team members treat one another with respect? 4. Team morale Are team members energized about coming to work? Do they appear to enjoy working together?
M17
A Managers Guide
Tips anD strategies
BuilDing a culture of inclusiVeness within your team

The following provide some suggestions on how you can foster a more inclusive and harmonious team culture: 1. Focus on common goals. Establish a common team vision or objectives which will transcend team members differences and encourage all to work towards a common goal. 2. Remove us and them. Do not draw the line between different employee populations within the team. 3. Communicate to your team members the importance of sustaining an inclusive culture. Emphasise the importance and benets it brings, such as enhanced team productivity and a more harmonious work environment. 4. Emphasise behavioural expectations that are likely to foster an inclusive environment. Have regular conversations with team members (e.g. during mentoring sessions, performance review, team meetings) on their ability to work effectively as a diverse team and discuss possible areas of improvement. 5. Recruit with inclusive values and behaviour in mind. Beyond recruiting team members based on merit (relevant skills, knowledge, experience, etc), you should also keep in mind the attitudes and behaviours which new members may bring to the team. Refer to box 2-1 for some sample interview questions. Box 2-1: Sample interview questions Some questions which you can ask to gauge candidates inclusive values and behaviour include: Can you provide an example of an instance where you had to work with a difcult colleague? How did you overcome it? Give an example of how you adapted your own working or communication style to work with different team members or work situations. How well do you work with new colleagues? What do you do to establish a working rapport with them? Have you worked with colleagues of different prole (e.g. generation, nationality)? What do you think is important in making the relationship work?
M18
Tips anD strategies

6. Orientate new team members. When bringing new team members on board, clearly dene team values and expected behaviours at the start. Encourage incumbent team members to welcome and help new team members settle in. 7. Seek out perspectives of team members of different proles. Diverse groups provide greater variety of insights and experiences. Encourage full participation and involvement by all team members. For example, invite more participation during team meetings by doing a quick go-around to invite every person to provide an opinion, or form break-out groups for discussion. 8. Address biases and intolerable behaviour promptly. Behaviour that are offensive to other team members should be addressed quickly. 9. Provide opportunities for employees to increase understanding and interaction with each other. Provide opportunities for employees to bond on common interests. Some things which you can do include: Organise regular team lunches bearing in mind dietary restrictions due to cultures or religions. Organise informal activities to help employees interact (e.g. sports activities, family outings) Celebrate special holidays of the nationalities/ cultures of team members, and encourage them to share more about their respective cultures to facilitate understanding between colleagues. 10. Be a role model. Walk the talk and practise what you advocate.
M19
A Managers Guide
Tips anD strategies
Managing conflicts within your team

Even when teams are effective in working well together, conicts can arise. Within diverse teams, conicts often result from differences in values, social norms and languages. It is important to resolve matters quickly so that they do not spiral downwards to affect team cohesion. The following are some tips on resolving workplace conicts arising from differences in team members backgrounds, values and communication styles. 1. Identify the root of the problem and clarify each partys position to avoid ambiguity. Sometimes, misunderstandings lead parties involved to believe that a conict exists when actually it does not. Listen and articulate respective positions clearly so that each party agrees on and is clear about the root of the issue. 2. Facilitate understanding of the other party. If the root of the conict is due to the difference in cultural norms or values, focus on helping each party understand each others needs, cultural norms and values. Encourage both parties to discuss the issues, collaborate and/or compromise. 3. Involve a neutral mediator. If the conict is due to a difference in values or languages of different nationalities/ cultures, it is sometimes helpful to enlist the help of a trained mediator who understands both nationalities/ cultures. 4. Commit to the solution. Once a mutually agreeable solution has been reached, summarise and review what the parties have agreed upon. Identify where potential issues may arise and the role each party must play in being aware of his or her own communication styles or behaviour. Reiterate the inclusive values and behaviour they should commit to as a team. 5. Resolve conicts quickly. This will minimise impact on morale, communication, cohesion and trust in the team. Stay committed until the conict is resolved.
M20
summary
In summary, the following are the top 10 things to keep in mind in managing diverse teams: To be a more inclusive manager in your behaviours and decisions: 1. Know yourself. Understand your preferences and how they affect your decisions and behaviours towards your team members. 2. Respect differences 3. Understand your team members at an individual level. Do not stereotype or make assumptions about team members. 4. Make decisions based on team members qualications and task needs. 5. Acknowledge differences in communication styles and languages To build a culture of inclusiveness within your team: 6. Focus on common goals 7. Communicate to your team members on the importance and expectations of an inclusive environment 8. Address and resolve biases, intolerable behaviour and conicts promptly. 9. Create opportunities for team members to understand and interact with each other 10. Walk the talk. Be a good role model
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A Managers Guide
ADDitional resources
Ministry of Manpower (MOM) MOM formulates and implements manpower policies in Singapore. The MOM website provides various resources relating to our workforce and workplace, including resources to foster inclusive and harmonious workplaces. For more information, log on to: http://www.mom.gov.sg/ Address: 18 Havelock Road Singapore 059764 Contact number: (+65) 6438 5122 Tripartite Alliance for Fair Employment Practices (TAFEP) TAFEP was set up to promote the adoption of nondiscriminatory and responsible employment practices among employers, employees and the general public. Those who have encountered workplace-related discrimination are invited to contact TAFEP for advice and assistance. TAFEP provides a range of services, tools and resources, including training workshops, advisory services, and educational materials, to help organisations implement fair employment practices and comply with employment legislation. For more information, log on to: http://www.fairemployment.sg/ Address: 122 Middle Road, #05-02 Midlink Plaza Singapore 188973 Contact number: (+65) 6838 0969
M22
ADDitional resources
Human Capital Singapore (HCS) HCS is the approved national centre for Continuing Education and Training. It trains and develops people managers so that they can re-design critical HR processes, identify and build needed competencies and deploy best HR practices to meet the changing expectations of the industry. HCS conducts training programmes under the HR Workforce Skills Qualications programme developed by the Singapore Workforce Development Agency. One of the courses conducted by HCS Develop a strategy for managing diversity, helps learners to: 1. Identify key issues and characteristics of diversity to support the development of diversity management strategies; 2. Facilitate the development of policies and procedures targeting specic diversity needs within an organisation; and 3. Identify criteria to evaluate the performance of diversity management strategy and dene specic measures to be used. For more information, log on to: http://www.hcs.com.sg Address: 15 Hoe Chiang Road #23-01 Tower 15 Singapore 089316
A Managers Guide
Contact number: (+65) 6423 0388
M23

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MANAGING WORKPLACE DIVERSITY

A toolkit for organisations

NATIONAL INTEGRATION WORKING GROUP FOR WORKPLACES

CREATING INCLUSIVE & HARMONIOUS WORKPLACES

MANAGING WORKPLACE DIVERSITY

A toolkit for organisations

v Additional resources vi Appendices

How do I use this toolkit?

3 NIWG-W - MANAGING WORKPLACE DIVERSITY

ii. Why Should I Care About Managing Diversity?

A Toolkit for Organisations 4

ii. Why Should I Care About Managing Diversity?

5 NIWG-W - MANAGING WORKPLACE DIVERSITY

How Hans has beneted from managing workplace diversity

A Toolkit for Organisations 6

7 NIWG-W - MANAGING WORKPLACE DIVERSITY

iii. How is my organisation managing diversity?

A Toolkit for Organisations 8

iii. How is my organisation managing diversity?

9 NIWG-W - MANAGING WORKPLACE DIVERSITY

iv. How do I build an inclusive and harmonious workplace?

A Toolkit for Organisations 10

iv. How do I build an inclusive and harmonious workplace?

Communicate effectively Evaluate effectiveness

11 NIWG-W - MANAGING WORKPLACE DIVERSITY

Establish business case

A Toolkit for Organisations 12

Establish business case

Questions to consider in establishing a business case

Senior management support for an inclusive and harmonious workplace at Qian Hu

15 NIWG-W - MANAGING WORKPLACE DIVERSITY

A Toolkit for Organisations 16

Build a team of champions

17 NIWG-W - MANAGING WORKPLACE DIVERSITY

Reinforce employee competencies

A Toolkit for Organisations 18

Reinforce employee competencies

19 NIWG-W - MANAGING WORKPLACE DIVERSITY

Reinforce employee competencies

A Toolkit for Organisations 20

Reinforce employee competencies

21 NIWG-W - MANAGING WORKPLACE DIVERSITY

Facilitating communication in English at HSL

A Toolkit for Organisations 22

Reinforce employee competencies

23 NIWG-W - MANAGING WORKPLACE DIVERSITY

Equipping managers and employees to work in diverse teams at IBM

A Toolkit for Organisations 24

Reinforce employee competencies

25 NIWG-W - MANAGING WORKPLACE DIVERSITY

Actively facilitate inclusiveness

A Toolkit for Organisations 26

Actively facilitate inclusiveness

27 NIWG-W - MANAGING WORKPLACE DIVERSITY

Actively facilitate inclusiveness

Awards & recognition Manage grievances

Actively facilitate inclusiveness

29 NIWG-W - MANAGING WORKPLACE DIVERSITY

Workplace activities and design at muvee Technologies

A Toolkit for Organisations 30