911 Call Taker Training


callerrevDo you currently work as a call taker?  Have you noticed the increase from callers who have low-English levels of proficiency? Chances are you have, as our research shows that call takers are receiving a larger call volume from this demographic.  The bad news?  You probably have never received any specific tips besides speak slowly and clearly.

This is when Diversity at Work’s training comes to the rescue.

You will learn everything on the flyer and much more.

We are pleased to report that participant evaluations consistently indicate that they feel their performance will improve as a result of taking this workshop.  The good part?  Even call takers with over 30 years of experience felt that way, too.

Call us today! We travel. Customization is available on request.

Reduce caller and call taker stress, triage calls effectively and provide a more equitable service.

To learn more about our business and the trainer, Evelina Silveira, please visit http://www.yourdiversityatwork.com.

 

How to Maximize Your Workplace Diversity: Conduct a Workforce Composition Survey


Introducing the Diversity at Work, Do-It-Yourself Workforce

Composition Survey Toolkit!

 

workforcesurvey

 

You would like to know more about your workforce, but you don’t know where to begin.

You’re intimidated by the process.

How do you make sure you ask the right questions?

How can you do this without hiring an expensive consultant?

If you have a skilled human resources team and a secure database — our D-I-Y Workplace Composition Survey Toolkit is for you.

The results will help you to determine:

If your workforce represents the community and clients you serve?

Are you meeting your Employment Equity goals?

Are you fully utilizing the education and training of your workforce?

Do your existing benefit and reward plans fit your current demographics?

What percentage of your workforce will be retiring soon?

Is your workforce representative of the community you work in?

Are you meeting your Employment Equity goals?

Are you fully utilizing the talents of your workforce?

And much more.

Testimonial from user:

“When we first started discussing a Diversity Survey, we didn’t know where to begin with questions and themes, let alone how to ensure the questions we were asking and the message we were delivering was politically correct and relevant to our employees. Evelina and Diversity at Work solved this problem for us by providing a Diversity Survey template, which we were able to modify based on our targeted outcome. This template saved us a tremendous amount of time and money, and also assured us that the survey content was respectful and aligned with our Shared Values.”

Tahlia Rimnyak, CHRP | Human Relations Coordinator
McCormick Canada

For more information and to purchase please visit:

http://www.yourdiversityatwork.com/classes/diyWorkForceSurvey.php

 

 

 

 

 

London’s Poor Diversity Score No Surprise


Written by: Evelina Silveira, President Diversity at Work

As featured in New Canadian Media
Thursday, 27 October 2016 

A recent study published by the Western University’s Centre for Research on Migration and Ethnic Relations found a severe lack of visible minorities in leadership roles in organizations in London, Ontario. 

While the study made headlines, the findings came as no surprise to me.  I have lived in London all my life, working as a diversity consultant for 10 years. I would like to offer an explanation as to why inroads have not been made in visible minority leadership in  London, Ontario.

Flashback to about 13 years ago, when I started to work on a business plan for Diversity at Work: I interviewed many leaders in London asking them whether my idea of having a business which promoted hiring and supporting diverse candidates would ever fly?

I will never forget the answer I received from a human resources consultant who had previously held many jobs in the recruitment and leadership fields.  She said:  “Evelina, as long as there are enough white people to fill the jobs, no one will ever consider anyone else, because they don’t have to.”

Essentially, she conveyed that there really was no need to change the recruitment process and that it was too much work to do so.

A late joiner

In comparison to other cities, London has lagged behind. Perhaps it is because the jobs could easily be filled as the human resources consultant suggested, or maybe we ignore the ever-growing presence of visible minorities which started in the mid-1980’s. 

Some of our largest employers and institutions have only recently developed diversity policies, later than their counterparts in other comparable cities which have a high number of visible minorities and immigrants. I often scan the diversity plans of the public service organizations in London and it would appear that the effort or the kind of approach being used – if at all – are not producing  much in terms of achieving a representative workforce, let alone diversity in leadership. 

My observations are consistent with the findings which indicate a very low level of visible minority participation, notably 5.3 per cent on agencies, boards, and commissions.  Their lack of participation at these levels can have ramifications for how services are delivered, in addition to resource allocation. 

Furthermore, there is a tendency, especially with boards, to recruit people they know, often friends and co-workers, to fill vacancies.  This can perpetuate the lack of representation and the effort to create more diversified boards and committees.

It is startling how many workplaces have not implemented the strategies and best practices that can help mitigate these gaps. How might we explain the disconnect? There is a multitude of reasons why this occurs and this is key to understanding the problem of under-representation in London’s publicly-funded organizations.

Consider these possibilities:

·         Foreign credentials and work experience are not recognized. Generally speaking, if an applicant has not graduated from a leadership program in North America or the U.K , there is a good chance their education in leadership may not be recognized.  Leadership experience from other  parts of the world may not be taken into consideration for a host of reasons, including cultural differences in how we do business and interact with employees.  

·         Effective leadership requires highly developed communication skills:  in person, in writing and over the phone.  An internationally-trained applicant is disadvantaged if they have a pronounced accent and have an indirect style of communication.  Interviewer bias can hamper heavily-accented applicants, who may be mistaken as unqualified because they speak differently.  Across cultures, there are variations in how we conduct meetings, presentations and write reports. The Canadian standards are often learned in school or through work experience.

At civic level: zero

The number of visible minorities and immigrant leaders in municipal organizations is at a glaring zero per cent! 

Given that government organizations are held to a higher standard than the private sector to have a reflective workforce, as well as to meet Employment Equity standards, this represents a failure of implementation and consequently lost opportunities for diversifying the workforce and gaining new skills and perspectives. 

With increasing job insecurity, good benefits and salaries, public service employees are not likely to leave their jobs.  Understandably, this represents fewer opportunities for external applicants to get hired. 

It would be interesting to know if the City of London has an internal mentoring program to assist aspiring leaders.  Research consistently indicates that visible minorities and immigrants find a lack of mentors in the workplace. 

Successful leaders often attest to the significance of mentors throughout their careers.  There have been some attempts over the last few years to develop internships for immigrant professionals at the City of London. However, it is hard to know if this experience translated into permanent employment with the City.

Finally, we cannot overlook bias and racism in the recruitment and selection process, although it does not probably explain the huge disconnect between the population and their representation in the workforce. In my experience, if the leadership in an organization is not familiar with the business benefits of a diverse workforce, they are very unlikely to support and initiate programs which can facilitate the entry and promotion of visible minorities within their organizations.

Evelina Silveira is the President of Diversity at Work in London, a three-time award -winning firm which specializes in creating inclusive workplaces and diverse customer bases.  She has co-authored two globally acclaimed books and is the publisher of the Inclusion Quarterly.

What the Brits’ Telly Can Teach Us About Diversity Dialogues


tv

Evelina Silveira,  President, Diversity at Work

When you think about British television, what comes to mind?  Well, if you are not British most of us would probably say Coronation Street  because it has been around forever on Canadian televisions. But there is so much more to discover!  Deciding to join the cable cutting crowd, I have opted for YouTube instead, for my nightly viewing. And British TV is it!

I have been so impressed with the wide range of British television programs devoted to social experiments in the form of reality TV.  To their credit, it appears the Brits are sincerely trying to understand “the other” through their programs of cultural exchanges of various sorts.  They’re not your regular run-of-the-mill low budget reality programs but thoughtful, out-of-the-box productions that are not afraid to ask the tough questions.

Why do I find the programs to be so remarkable?  Because the participants in the social experiments get a chance to “walk in the other person’s shoes” and freely ask questions without being afraid of a label of “homophobe”, “racist”, “islamaphone” “xenophobe” etc.  You get to see the good, the bad and the ugly.  Nothing is held back and I like that.  At least, when everyone has their preconceptions on the table you have something to work with instead being terminally superficial and polite.

What I began to notice in British television was delightfully refreshing.  The Brits actually engage others in a conversation about diversity.   I don’t see that happening in Canadian television.  All  we ever see is one side of a story and you either accept it or you don’t.  There is rarely an opportunity for two groups to come together and learn about one another and gain sensitivity, empathy and insight into the other group’s world.  The Brits seem to love programs devoted to “social experiments” and I have to tell you as a lover of sociology and anthropology — these types of programs score high for me.

It must have been a television genius who came up with the subject matter.  I have watched at least one  episode with the following themes:

  • A small group of Brits who have to live like a Muslim for a designated period of time.
  • Six men from a variety of backgrounds and lifestyles who go to live in a Benedictine monastery and must follow their rules
  • Nasty British teenagers who are sent to live with an American Amish family to help them reform their ways
  • Bad behaving British teenagers who are sent to live with another family in a foreign country which is known to be “very strict”
  • Several English citizens who feel they have been negatively impacted by immigration are matched with immigrants to challenge some of their assumptions

What so good about these experiments? What do participants often learn from the experience?

  • There is greater understanding that can come from honest and often challenging conversations. You might either become stronger in your conviction or  more empathetic to the other’s experience.
  • There is value and meaning in learning about other people’s rituals even if they seem far off.
  • We can be enriched by others’ experiences and might find adopting aspects of their lives to our own.
  • Having your assumptions challenged is not a bad thing and it contributes to your own personal growth.  You can also help others grow by letting them express their biases/stereotypes and prejudices and work with them.
  • You can’t live in a liberal democracy without expecting to be offended occasionally: a price of freedom of expression.

For example, in the BBC documentary a young British-born  worker is matched to a Polish immigrant who owns his own construction business.  The young man contends foreigners are taking all of the jobs.  He gets to meet Mariuscz  a business owner and notices that his whole shop is full of only Polish workers which fuels his negative perception.   However, when he has a conversation with Mariuscz he realizes that these workers have a starting wage which is much lower than he would accept.  Mariuscz says he started at a low salary and worked his way up in a shop and finally decided to open his own business.  Mariuscz however is challenged to see that hiring only Polish workers is discriminatory and that he could benefit from English-speaking employees.  He is open to accepting this criticism and comes to see that his workers would learn English if there was someone around who would be prepared to speak it.  The result of this dialogue?  I would say a win-win for both participants.  Each was open to hearing the other’s point of view and challenge their own thinking.

British television shows me how much we Canadians have in common  However, I would have to say a few programs that I watched momentarily would never survive in Canada.  They are just too mean! Programs like Fat Families and Life on the DoleLife on the Dole  does not seem balanced at all.  Most of the cast consists of drug addicts, people who don’t want to work and ex-cons.  We don’t see many examples of the working poor.  If the purpose of Life on the Dole  is to make working people angry about the poor, than it succeeds in that regard.  If this program was filmed in Canada the slant would be different.  It would be aired to bring about empathy and awareness of the poor and set in a more compassionate light and with less of a classist tone.

All in all, British television rocks!  I need to run —-  Wife Swap UK is on!

 

 

The Guide to Workplace Inclusion


Preview and Purchase at www.yourdiversityatwork.com/ebook/

Read  below what others have said about our book:

linked in

ENDORSEMENTS:

This is an important and timely book for those who want more inclusive workplaces. It moves seamlessly from concepts and terminology and translates them into practical and actionable ideas. All readers, no matter where they are on their diversity and inclusive journey, will find something valuable in this book. Evelina Silveira and Jill Walters have created an impressive resource that includes examples of promising practices from across the globe. This should be every HR professional’s companion!

~Ratna Omidvar, executive director, Global Diversity Exchange, Ted Rogers School of Management, Ryerson University

The No-Nonsense Guide to Workplace Inclusion provides a thorough and engaging roadmap of the journey toward organizational inclusion. The authors write from a position of rich, credible experience, with the result that this Guide can help companies capitalize on opportunities and skirt problems on the road to fuller inclusion of an increasingly diverse workplace. Filled with examples and evidence-based solutions, this Guide is a valuable tool for any organization working on building and strengthening its culture of inclusiveness.

~Alison Konrad, PhD, professor of organizational behaviour, Ivey Business School, London, Canada

Managing diversity and creating inclusive workplaces can seem like a daunting challenge for many organisations, but Evelina and Jill have produced a really accessible, highly practical guide to help organisations get going. What we particularly liked was that it was packed full of real examples and illustrations and lots of useful links and tools.

~Tracy Powley, director, Focal Point Training and Consultancy Ltd, United Kingdom

Because inclusion is one of the core values of the USTA, it is important for me to lead, motivate and work well with individuals of diverse backgrounds, capabilities and interests in order to achieve the outcomes we’ve set for ourselves. This book is a great resource for any organization looking to create a successful culture of inclusion.

~D.A. Abrams, chief diversity & inclusion officer, United States Tennis Association/ author, Diversity & Inclusion: The Big Six Formula for Success

This book goes a long way in addressing the systemic discrimination faced by the LGBTQ2 community in the workplace. It tells you what you need to do and gives you the resources to do it. It makes it easy for any workplace to become more inclusive in their hiring, recruitment and retention practices. I highly recommend it for every workplace.

~ Deb Al-Hamza, past president, Pride London Festival/ diversity social worker, Children’s Aid Society of London & Middlesex

I think this book is very comprehensive! There is very valuable information from ‘Foundations for creating an Inclusive Business Environment’ to ‘Best Practices in Diversity.’ I see the value for small to medium businesses that lack a dedicated human resources professional or lack the experience with implementing policies and procedures to promote an inclusive environment; however, larger businesses can also benefit greatly from the examples, detail and strategy offered. I will continue to visit many of the resources offered in the future and have made note of some of the examples.

~Lesley Oliver, diversity & accessibility coordinator, Equity & Human Rights Services, University of Western Ontario

The book is strategic, concrete and to the point. The various examples make it relevant to readers and practical. I also like the fact it is rooted in personal experiences and takes a holistic approach. The book makes one reflect on what is not obvious, helps avoid assumptions and discusses unconscious bias.

~Magali Toussaint, international career and cross-cultural coach/ diversity professional, Netherlands, http://about.me/magali.toussaint

 

 

 

 

Hurray! It’s Hockey Night in Punjabi!


By:  Evelina Silveira, President Diversity at Work

What is more Canadian than hockey? Maple syrup or poutine? No, not even that!  So what do you get when you add our favourite symbol with a sprinkle of Indo-Pakistani culture? Hockey Night in Canada in Punjabi!

You don’t have to understand Punjabi to appreciate the game. In fact, some of the enjoyment comes from listening to the broadcasters shout out a score.

The elation is magnified in Punjabi!

On the surface, Hockey Night in Punjabi may seem like just a hockey game moderated in another language, but its impact is far-reaching.

It’s a testament to:

  •  the “power of the buck”. It makes for great business. Punjabi is one of the most widely spoken of immigrant languages in Canada. This is a great way to expand the brand and sell! Market segmentation allows for new opportunities for growth.       Whoever thought of this was a genius!

 

  • from an integration point of view, it shows you can adapt and enjoy cultural aspects of a new country and make them your own.

 

  •  it tells us sport can bring people together whether you are an Indian-Punjabi speaker or a Pakistani one, cultural differences can be set aside to enjoy the game.

Not unlike the Punjabi spectators, when my parents came to Canada they had never seen a hockey game.  Football (soccer) was their sport of choice back home as ice rinks and snow were no where to be found.  However before long, they discovered the joys of watching Hockey Night in Canada every Saturday.  My mother could enthusiastically rhyme off the names of her favourite team — The Toronto Maple Leafs (this was the  70’s); complete with a Portuguese version of their name.  Before long, each trip to the corner store meant I had a new set of hockey cards with pictures of toothless Darryl Sittler and Eddy Shack!  I never really got into the game on TV, but did not want to break my mother’s heart. I accepted the hockey cards just the same appreciating them for the stick of bubble gum.

Integration into a new culture is not an easy thing to do, but every effort must be made to look at the brighter parts of what it can offer. Hockey Night in Canada in Punjabi tells us while cricket may always be the beloved sport in India and Pakistan, cultural adaptation is possible and necessary.

From a business perspective, it shows us immigrants have spending power and taking a one-size-fits all model may mean missing out on economic opportunities.

So, hurrah for Hockey Night in Canada in Punjabi!  You score on many levels!

 

 

 

 

Coaching New Canadians in Soft Skills: How do you do it?


Evelina Silveira, President, Diversity at Work in London Inc.

I am pleased to announce an upcoming workshop that I will be doing in London, Ontario on May 29th. It combines what I have learned over the years in: international education, coaching and mentoring New Canadians in the workplace and working directly with employers regarding their integration. If you are interested in learning how to optimize and retain immigrant talent, this workshop is for you. If you cannot make the workshop in London, we are happy to deliver it to your workplace or community. We travel anywhere, just ask.   For full details, visit our website at http://www.yourdiversityatwork.com/workshops/.

coaching

Creating an Employer Brand to Attract New Canadians and Generation Y


Three Smiling Businesswomen

An excerpt from Diversity and Inclusion on a Budget:  How to have a more engaged and innovative workforce with little or no dollars written by Evelina Silveira and Jill Walters.

Let hard-to-reach groups know that there’s an opportunity for employment with your organization by showcasing a broad spectrum of employees in your company literature and on your website. Let your employees know what your goals are in terms of a representative workforce, and that you value their suggestions and help. Ask if they would be willing to share their history with the company. This is a great way to demonstrate that you can be an employer of choice for diverse applicants.

Here’s how to do this:
–  Include the employee’s picture and history with company
–  Post a video on your site
–  Use a written profile, if your budget is really tight

The employees that you include in your staff literature and on your website should represent a cross-section of departments and available positions. If you are confused as to where to begin, bank websites are really great at creating an employer brand, specifically the Royal Bank of Canada (www.rbc.com).

Include employees who have held a number of positions within the organization and have advanced through the company. This demonstrates that there is equal opportunity for all. Note any committee involvement, special assignments, skills or expertise they have acquired as a result of working for your company.

These mini-profiles, highlighted on your website and in your literature, go a long way in promoting your company’s image as an employer of choice. Brag about it! Don’t hold back and be humble! Remember, labour shortages are starting to occur in many sectors. Stand out and let it be known who you are as a company, and what employees can expect from working for you.

It’s probably an odd analogy but think about your company as a potential date. If your company was on the dating scene, what attractive qualities would it promote? What could it offer? Why should a job seeker be interested in you? What could it gain from having you as an employee?
With this in mind, think about all the areas in which your company supports its employees, and include those details on your site. For instance, younger workers are really keen about seeking out employment with companies that are socially responsible, environmentally friendly, flexible and interactive. Having a pool table might be a bonus. Include this information!

Do you have an on-site day care? Flex-time opportunities? Cross-training? A mentoring program? Employee Resource Groups? Prayer rooms? Adaptive technology? A women’s leadership group? On-site smudging area? Gym? Pool table? English as a Second Language classes? Pets at  work? All these programs and services demonstrate that an employer supports and cares about the employees; their physical, social, spiritual and psychological well-being, and their need to succeed professionally. List them!

Consider asking those employees with more seniority about the special perks and selling points of working at your organization. Include them on your on your promotional materials as well.

 

 

 

Individual Versus Group Rights: The Diversity Challenge


Evelina Silveira, President, Diversity at Work in London

 

Depending on where you work, speaking foreign languages on the job can open up a big can of worms.    While it is an individual’s human right to do so, it can create huge issues of mistrust and cliques which can ultimately lead to racism.  No where is this more pronounced than in the manufacturing sector which is often fuelled by immigrant labour.

 After completing a recent sensitivity training session with a worker who was accused of making insensitive remarks to a group of foreign language speakers in the lunch room, I realized how complex and divisive this topic can be.   The situation becomes intensified when the workers are fluent in English but choose to speak another language over breaks and in their lunch room.   

 When my parents came to Canada in the 1960’s they did not know English and there weren’t any supports for people like there are today.  But English language fluency is much higher these days than in the past for several reasons.  With stricter health and safety standards workers must be more fluent to understand the workplace hazards.   The Canadian government has a fluency standard for immigration and there are more free programs for New Canadians to access to learn English than ever before.

 Breaks are a time to relax.  When you are not completely fluent in English, speaking it during the day becomes very tiring.  It makes sense that you don’t want to continue to make the effort because you need to refuel for the rest of your shift.  But, what if you are fluent in English and choose to speak another language during your lunch hour or breaks?  Indeed you have the right to do so, but this does not always mean it is the best choice and without consequence?  

 In Canada we also have the right to ask for religious and cultural accommodations in the workplace.  But is it always the right thing to do?  You can argue that it is “your right” but sometimes our individual rights clash with what is good for the group.  What if your team has an important deadline to meet and you must leave early from work to accommodate a religious obligation and they really need your help?  Are you going to leave and hold them completely responsible for finishing the task?  This may be your right to do so, but how are your co-workers going to feel about you tomorrow?  It all depends.  For example, did you do whatever you possibly could in advance to help them with the project? Might you be available in case of an emergency? 

 A key component missing from the dialogue on exercising individual rights in the workplace is the impact that it can have on your co-workers.  Creating exclusive lunch rooms segregated by language and shrugging off workplace responsibilities because of cultural/religious obligations do not make a recipe for harmonious  interpersonal relationships.   

 When we exercise our individual rights in the workplace we must also consider the impact it may have on our fellow co-workers and do what we can to alleviate the burden for them.  

Multilingualism: An Essential Ingredient of Culturally Competent Healthcare


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By: Evelina Silveira, President, Diversity at Work in London Inc, Publisher, the Inclusion Quarterly

Everyday occurrences and unprocessed feelings usually form the basis of my blogs. Today’s is no different. It is Tuesday, and I am still thinking about the elderly Italian woman I saw over the weekend in a long-term care facility and left wondering: Is there a better way to meet the needs of residents who do not speak English?

I don’t know Rosa (name changed to protect her identity) but I do know that she is Italian as I recognize some of the words she yells or her conversations to imaginary people. No one understands what she is saying and nurses and attendants just continue to speak to her in English, or they ignore her completely because they just don’t know how to communicate with her. Residents will refer to her as “the crazy one” or the “one who is always screaming”. I only know a few words in Italian, but I happened to recall the expression, Che bella ragazza. I decided to look directly at her and say these words to her, checking to see if there was a response. For a moment, she paused as she appeared to hear something familiar and I only had wished I could remember more. I had just referred to her as “a beautiful girl!”  Her face temporary lit up and my heart was warmed. If only, I could have a conversation with her, I thought.

I had to wonder, what was it like for her to be in a home where no one understands her. How frightening to become invisible and voiceless. What a disappointing way to end the remaining years of one’s life.

The need for multilingual staff and volunteers is extremely important in effective healthcare delivery. As more immigrants are entering these facilities, I believe that we could be at a crisis point if we do not do more to address this issue especially in long-term care. Even though the immigrant resident may be fluent in English, for reasons I don’t understand they will often resort back to their mother tongue especially as dementia sets in.

While it may be impossible to have staff who can speak all the languages the residents do, there should be more effort made to provide care to them in their own language.

Here are some recommendations for providing more multilingual services in long-term care.

Employee Recruitment . Research the demographics of your community and include foreign language competencies in job postings based on what you find and on your current service needs.

Libraries and Print Materials. Consider purchasing or asking for donations of multilingual books, periodicals and tapes that residents can enjoy. Add international media.

Foreign Language Training.  There are many low-cost and no-cost ways of learning another language. Conduct a Google search and you’ll find many that are free.

Create a Picture Dictionary With Basic Words and Salutations. These small gestures could go a long way with keeping the resident more stimulated in addition to increasing the competencies of the employees.

We are facing unprecedented changes in healthcare and creating more culturally competent organizations do not have to be costly. Using existing community resources and becoming more innovative in the recruitment, selection and retention of employees can go a long way with developing more inclusive services.

 

 

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