QUESTIONS Flashcards
(20 cards)
Explain the organisational and legal requirements for equality and diversity within operational delivery (3)
Equality act 2010:
protects characteristics against discrimination and abuse to ensure fairness and employee rights. It provides Britain with a discrimination law to protect employees.
Public sector equality duty 2011
Aims to embed equality in the day to day business of public authorities. Broken down into 2 areas, general duty and specific duty.
Civil service competency framework - organisational
System where ability is determined on merit of skillset removing discrimination reinforcing the principles of equality and diversity.
What are the 9 protected characteristics of the Equality Act 2010
- Age
- Disability
- Sex
- Race
- Sexual orientation
- Gender re-assignment
- Religion/Belief
- Marriage/Civil Partnership
- Pregnancy/Maternity
Explain the principles which underpin equality and diversity (4)
- Treating others with dignity and respect
- Recognise and value difference in people
- Promote equality of equal opportunity and diversity within a workforce
- Build a workforce that accurately reflects the customers we serve
Explain the term Equality
Equality is equal access to opportunities where everyone is allowed to contribute and participate fully and fairly in the workplace and in society. Equality focuses on the needs of minority and underrepresented groups.
EQUALITY FOR ALL
Explain the term Diversity
Diversity is about all of us, what we have in common and what makes us different and therefore unique. Differences may be visible or invisible but should be recognised, respected and valued to ensure fair treatment.
DIVERSITY FOR DIFFERENCES
Explain the term Inclusion
The aim of inclusion is to embrace all people, irrespective of Race, Gender, Disability, Medical or other needs. It is about removing barriers such as discrimination and intolerance and being accepted and valued within the workplace without having to conform.
INCLUSION IS TOGETHERNESS
Explain the benefits of equality and diversity in operational delivery (6)
- Ensures that we are adhering to legal and organisational requirements
- Increases diversity of the workforce by giving us access to a wider talent pool
- It can allow for an inclusive environment where different perspectives and experiences are valued which leads to increased employee engagement
- Increased employee loyalty
- Improved productivity and customer service
- Stronger links between government policy and delivery
Explain the potential consequences of failing to comply with organisational and legal requirements for equality and diversity in operational delivery (5)
- Decrease customer satisfaction
- Decreased percentage of skilled talent and workforce productivity
- Legal action against those not following legal/organisational requirements
- Costs of legal fees/case settlements
- Damage to company reputation
Explain types of behaviour which promote equality, diversity in operational delivery (8)
Empathy Respect Consideration Patience Leading by example Not judgemental Not assuming Challenging inappropriate behaviour when it happens
Identify methods for promoting equality and diversity in operational delivery (5)
- Offer training and development
- Coaching and mentoring
- Lead by example
- Challenging discrimination when it happens
- Recognising and rewarding good practice
Explain the reasons why equality and diversity should be considered when planning or developing services (4)
- To ensure that we are compliant and adhering to organisational and legal requirements
- Ensure fair consultation with our stakeholders and partners to make sure their needs are met
- Consider resource costs and requirements
- Ensure colleagues’ and customers’ needs are met
Explain how standards of good practice in equality and diversity can be maintained (4)
- Consistent challenge of inappropriate behaviour
- Appraisals and colleague development opportunities
- Target setting
- Ensuring up to date legislation is understood and adhered to
Explain how equality, diversity and inclusion can be monitored within own area of responsibility (3)
- using management information systems
- regular observations within the workplace
- using feedback both formal and informal through compliments and complaints
Identify types of discriminatory behaviour which may occur within operational delivery (7)
- Direct discrimination
- Indirect
- Associative
- Discrimination by perception
- Harassment
- Victimisation
- Stereotyping
Explain how discrimination should be challenged in a way that promotes positive change (5)
- Challenging unwanted behaviour as it happens
- Use of verbal warnings
- Follow up in appraisals
- Grievance procedure
- Disciplinary process
Describe methods that can be used to determine customer needs (7)
- Asking questions
- Active listening
- Paraphrasing
- Summarising to check understanding
- Observe body language
- Obtaining written declarations
- Checking previous records for any notes/useful information
Explain types of support that can be offered to customers with diverse needs in accordance with organisational and legal guidelines (4,5)
Personal Support
- Empathy
- Respect
- Non judgemental
- Listening
Practical Support
- Large print/Multi language
- Braille
- Interpreters
- Aids and adaptations
- IT Applications
Explain how customer can be informed of entitlement to support or services (3,4)
Verbally
- During an appointment
- Group information session
- Over the phone
Written
- Through journal message or email
- Over social media
- Posters/leaflets
- Letters
Explain the standards of service that should be given to customer with diverse needs in own area of responsibility (6)
- Making reasonable adjustments
- Inclusive environment
- Personalised approach
- Non-judgemental
- Access to interpreters
- Accessible IT
Identify methods of checking customer needs have been met (6)
- Asking them directly through questions and active listening
- Customer surveys
- Feedback forms for provisions
- Compliments
- Complaints
- Take up of particular services
