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.

 

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:

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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

 

 

 

 

Accommodating A.D.H.D. in the Workplace


By:  Evelina Silveira, President Diversity at Work in London, co-author No-Nonsense Guide to Workplace Inclusion

Little is known about Adult Attention Deficit Hyperactivity Disorder and it is not well understood. But for those who have this condition, it is the equivalent of experiencing an average person’s number of thoughts in one day all rolled up into two hours! Because one’s mind is so active it can get exhausting and breaks are needed after feeling the rush or flurry of ideas and intense energy boosts. However at the same time, these very active moments are ones in which you could easily solve a problem because you have considered it from many angles or you can design the most amazing piece of work! It has its positive and negative sides; and it is all a matter of perspective. The true test is how both employers and employees can work around it.

How does an employer leverage all of the good qualities associated with A.D.H.D. while trying to diminish some of the less desirable ones? Here are a few hints:

1. Be prepared to offer the employee a quiet place with as little distraction as possible. Hyperactive minds need subdued surroundings for balance. Writing reports, working with numbers etc. can be especially challenging for people with A.D.H.D. because they require a lot of details which involve concentration. Whatever you can do to help eliminate distractions from their work environment will be important. Working at home on some assignments can be a solution for self-disciplined employees.

2. Anticipate that employees with A.D.H.D. will have more breaks during the day. You can negotiate with them about breaking up their lunch hour over the course of the day. Even a few minutes away from their desk every couple of hours can make a big difference in their productivity. Or, they may prefer to work later when everyone has gone home or earlier in the morning when it is quieter.

3. Routine, monotonous work is not meant for these people. It is torture! If the task involves black and white thinking chances are they will be so bored, silly mistakes are more likely to occur. Details are not their strength because they are more big-picture thinkers. Leaving the details to people who like them and are good at them is a better strategy.

4. People with A.D.H.D. tend to like change and are flexible with it because it keeps them more focused and energized. Whether it is changing parts of their job, getting a new one, transitions are preferable rather than problematic. Remember people with A.D.H.D. get bored easily, so whatever you can do to make their work challenging that plays upon their strengths will make it a “win-win” for all. Look for opportunities where they can learn new creative tasks and get involved in work that allows them to put to good use their communication skills. If there is flexibility to move their desks, arrange or re-arrange pictures, filing cabinets etc., let them know. Changing things up every so often makes work feel new. Physically moving furniture gives them a much needed mental break where they can re-energize and re-focus when they return to their desk.

5. Don’t jump to conclusions. For example, just because someone forgets to put their dishes away in the kitchen lunch room isn’t a sign of disrespect or waiting for someone else to do it. They may have completely forgotten and when they remembered it was too late. People with learning disabilities and conditions like A.D.H.D. know that they sometimes “miss the mark” more often than you think. They can feel badly about it because it makes them look inconsiderate. What may come across as sloppiness because of simple errors is usually unintentional. Don’t assume they don’t take pride in their work; they probably did not notice. It is okay to let them know and you may need to keep reminding them to remind themselves. If the report they gave you was proof-read 10 times but each time they read it they did not see the mistakes you did, they are very likely to feel more upset than you. They will feel that they let themselves and you down. You may want to offer them special proof-reading software when applicable or suggest they give the report to another to read before submission.

6. Give as much notice as possible when it comes to deadlines. This gives the employee more opportunity to check their work before submitting it and they can plan their scheduled breaks more easily.

7. Provide the employee with items to help them organize their work. Filing cabinets, post-it notes, and others are good ideas. If you find their time management or organizational skills are bad, suggest some professional development. You may however, be pleasantly surprised to find many people in senior positions with A.D.H.D. who do not have these issues because they have worked on their executive functioning skills to offset some of the challenges associated with A.D.H.D.

8. Don’t make too many excuses. If your employee has a sloppy desk or is regularly forgetting their deadlines, their disability does not excuse them in this case. They have to take responsibility for following the office rules just as anyone.

If you have A.D.H.D and are currently employed, be mindful of the following:

1. Don’t talk too much. People with A.D.H.D. often love to talk but can easily forget they are hoarding the conversation or they are too hyper to listen to someone’s responses. Practice clearing your mind when someone is speaking with you and learn to be a more active listener, otherwise you will come across as self-centred. People with A.D.H.D. at times can display behaviours which isolate themselves from others such as: excessive talking, interrupting, not paying attention and missing social cues. Clearing you mind and active listening is key to building and maintaining friendships and understanding and delivering exceptional customer service.

2. S.T.P. Stop. Think. Predict. Remember, as adults we have to take responsibility for our actions. If you have a tendency to let the hyper part of you dominate, allow yourself to breath and take your time before you make a rushed decision because you are too impatient to wait. Before you hit the “send” button on your nasty email, think about what could be the consequence.

3. Play up your many strengths, which by the way are in big demand these days when it comes to qualifications employers are seeking. Let your talent for communications shine! Be the problem-solver and the empathetic ear to your customer. Demonstrate to your co-workers how well you have learned to multi-task! And most of all don’t be afraid to show your sensitive side.

4. Align yourself with people who are different from you. If you are on a team or you’re a leader, work with people who are detail oriented and they can learn from your big-picture thinking, while they can be your second set of eyes.

5. Organize and make your work as exciting and interesting as possible. In one of my very first jobs as a teenager, I was asked to do frequency counts on different medical procedures. Not an interesting task! I varied the task by using multi-coloured papers and markers. You can do this with highlighter marker, tabs, file-folders etc. Just because your brain seems like a mess sometimes doesn’t mean you have to project it! The only way to keep on task is to be organized. File frequently. Get rid of anything you don’t use on your desk or in your office. It will only be another distraction for you. Go for minimalist – it is also very chic these days!

6. Write down and store any contacts, special dates and deadlines in your calendar as soon as you get them, preventing you from losing them if your desk happens to get too messy or you misplace the paper. Computer back-ups are a great idea.

7. Make templates, checklists and to-do lists. Templates and checklists will help you to be more detail oriented and provide consistency in your work. Prepare a weekly and daily “To-Do-List” and record what you did each day. Doing so, will help you monitor your performance and productivity. Are there patterns you have noticed? What obstacles might be getting in the way of completing your tasks? What can you do about them?

8. Lastly, try not to beat yourself up too much. Some days will seem like all of your faults are on display to the whole world and you just feel embarrassed and want to crawl into a ball. Nobody’s perfect—really! This usually happens to me after I have spent a load of money on printing only to find I missed a typo. Have a short cry, dust yourself off and pick yourself up, because tomorrow you will dazzle with all of the gifts that A.D.H.D. has bestowed upon you!

If you are seeking a speaker on learning disabilities and A.D.H.D in the workplace, please contact Evelina Silveira at evelina@yourdiversityatwork.com. 519-659-4777

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