Diversity Training

1. The Challenge
A North American-based Human Resources solution provider wanted to offer their managers training on Managing Diversity, as part of their broader diversity strategy. The training was aimed to provide the managers with tools to manage a diverse workforce, and to ensure that the company was an inclusive and barrier-free workplace.

Our Solution
Graybridge Malkam designed a pre-session communiqué to be distributed with a questionnaire to potential participants to:

• Seek input for content development;


• Communicate the objectives of the training, and


• Enhance registration and attendance.

The responses were then integrated into training entitled “Building an Inclusive and Respectful Workplace”. The training was delivered in Toronto, Montreal and Vancouver. Each session was customized to meet the unique needs of the geographic location and the particular participants.

Results
The training provided the participants with tools to reevaluate their management style and build a more inclusive workplace.

2. The Challenge
The wealth management business of a top financial institution realized the importance and significance of valuing diversity for its business success. They wished to increase its staff’s awareness and ability regarding working with different cultures.

Our Solution
Graybridge Malkam customized and designed management and pre-management training on “Learning to Value Diversity”. After the successful delivery of an executive diversity pilot session, full-day training for managers and half-day training for pre-managers was rolled out. To date Graybridge Malkam has successfully trained approximately 700 managers and 1900 pre-managers across Canada.

Results
The training helped this organization to create a work culture where diversity is valued. It enabled its employees to recognize, respect and reconcile differences personally and professionally. The training also helped them reach a more diversified customer base.

3. The Challenge
A large financial institution received a high number of diversity related complaints from both employees and customers. In addition, its Employment System Review (ESR) revealed under-representation of persons with disabilities, as well as visible minorities at the management and executive levels.

Our Solution
Focusing on the deficient areas identified in this institution’s ESR, Graybridge Malkam partnered with their human resources personnel in developing the training materials, and then integrated the following materials from their organization into the training:

• “Real life” business examples for case study discussions;


• Their diversity related vision statement, strategies, policies, statistics and business cases.

One package of “Learning to Value Diversity” training was designed for each of the two original target audiences:

• Half-day training with Executives and Senior Managers to build their diversity competence and knowledge;


• Full-day training with HR practitioners to increase their abilities in the recruitment, retention and promotion of employees from the designated groups.

To date nearly 500 senior leaders and 500 HR practitioners have been trained across Canada.

This financial institution decided to offer the training to other managers. To accommodate the managers’ specific needs, Graybridge Malkam adapted the full-day training session into shorter full-day sessions and half-day sessions. Materials were also customized to be more relevant for each business line. More than 2,000 managers have attended one of the 106 sessions that have been delivered nation-wide.

Results
The training has helped participants better understand the concept of valuing diversity, to commit to reinforcing diversity at work, and to create a vision of fostering an inclusive work environment. The training also provided the human resources personnel with a competitive edge to recruit, retain and promote diverse staff, especially persons with disabilities and visible minorities.

4. The Challenge
Some Senior Executives of a major financial institution felt the need to enhance their knowledge and expertise in the diversity field as required by their day-to-day work.

Our Solution
Graybridge Malkam designed and facilitated individual and small-group coaching sessions on “Dialogue on Diversity” and “Learning to Value Diversity – the Journey” for Senior Executives. In collaboration with the participants, topics of particular interest were identified and explored. An extensive reading list was developed and provided to the participants to enable them to continue learning.

Results
The coaching increased the Senior Executives’ awareness and knowledge of the subject matter, and facilitated their abilities in integrating diversity in their management.

5. The Challenge
One section of a financial institution expressed an interest and requirement for diversity training with a focus on cultural specifics. Their Senior Managers needed the skills to deal with people from various cultural and ethnic backgrounds.

Our Solution
Graybridge Malkam developed and delivered half-day sessions on “Managing Cultural Diversity” for Managers. The framework of the training was designed in the form of an interactive and experiential forum for the participants to explore their role vis-à-vis Diversity and to discuss strategies for growing and managing a diverse workplace and marketplace.

Results
The training increased the participants’ knowledge of cultural differences, as well as enhanced their competence in leading a diverse workforce and responding to an increasingly diverse marketplace.

6. Background
Diversity was a priority for a healthcare product provider which operates in more than 100 countries around the world. Several initiatives were implemented in the past years to create and promote a positive and inclusive workplace within the company.

The Challenge
The company carried out a diversity awareness raising program in the United States, and wanted to expand the program to its staff in Canada. The company decided to offer half-day training sessions in Canada to raise awareness of diversity and inclusion from a business perspective.

Our Solution
Graybridge Malkam was contracted to implement the project. Sessions on “Diversity and Inclusion: A Business Imperative” with Canadian specifics were designed and delivered at different locations in either English or French. In order to use the session time well and to enhance the impact of the training, pre-session work was assigned to participants. This included requiring them to recall an incident where a controversy occurred. Then later in the sessions, the participants were asked to discuss how (based on what they had learned in the session), the incident might have been handled differently. After the successful delivery of the pilot session, training materials were revised, in-line with the participant’s feedback, to make it more relevant to their day-to-day work.

Results
The training provided the participants with the business case of diversity, and take-away tools that will help them reflect on their thoughts and actions relating to diversity and inclusion. The participants indicated that the training had an impact and would be beneficial for their business practices.

7. The Challenge
A pharmaceutical company wanted to increase gender diversity in senior management. The Executive Committee wanted to identify any systemic barriers for women in obtaining senior management positions.

Our Solution
Graybridge Malkam designed and delivered a session to the Executive Committee members on “Gender Inclusion – Why is it so Difficult”. The training covered the reality of women in corporate Canada, the barriers women face when moving to the top of their careers, the true meaning of leadership commitment in this regard, and good practices for the retention and promotion of women.

Results
This initiative helped the Executive Committee members to build their awareness on the importance of an inclusive workplace through to the retention and advancement of women. The Executive team addressed the barriers that were identified.

8. The Challenge
A professional service firm wanted to provide an inclusive workplace for all employees regardless of their backgrounds, and to attract the top talent reflecting the communities they would like to serve in the future.

Our Solution
Graybridge Malkam designed and delivered half-day sessions across Canada on “Diversity and Inclusion: A Strategic Advantage” for Partners and Associate Partners/Senior Principals of the firm. Training materials were tailored to suit the regional needs of each group. Initially the participants were cynical about the session, but Graybridge Malkam facilitators managed to engage the participants in lively discussions over diversity and its impact on the firm. The facilitators also engaged the participants in activities designed to enhance awareness and change attitudes towards diversity, as well as to provide applicable tools for handling diversity issues at work.

Results
The training succeeded in achieving recognition of diversity issues and buy-in on the subject as a business imperative. Furthermore, it equipped the participants with information and tools that can be used to promote inclusiveness at work.

9. The Challenge
A diversified technology company serves customers and communities world-wide with innovative products and services. The company wanted to offer diversity training to its Canadian employees to make the company a better place to work. This in turn would motivate employees and thus increase productivity.

Our Solution
Graybridge Malkam designed and delivered 94 sessions on “Valuing Diversity” for approximately 2,000 employees working at various locations throughout the country. The sessions were consistent in the sense that general materials customized to the company’s context were used universally, but they varied from location to location with regional specifics and issues. Graybridge Malkam decided to use co-facilitators to enhance training impact. The facilitators tailored their delivery in-line with the characteristics of the audience, i.e. managers or employees, manufacturing or non-manufacturing staff. Graybridge Malkam demonstrated flexibility in accommodating the schedules of shift workers. For example, 300 shift workers were trained by five facilitators providing 11 half-day sessions over two days.

Results
The training helped the company to build a supportive environment where diversity is valued. The majority of the employees indicated that this training has not only increased their understanding of the company’s commitment and policies about diversity, but also has impacted on their personal beliefs.

New sessions are still being offered to ensure all employees, including new recruits, receive the training.

10. The Challenge
In order to support its diversity goal and overall mandate, a major broadcaster in Canada wanted to offer diversity training to its management.

Our Solution
Graybridge Malkam designed and delivered full-day sessions on “Diversity Leadership” for the broadcaster’s Senior Managers, Directors, Executive Producers and Plant Managers. Approximately 450 participants attended one of the 25 sessions offered across Canada. Two lead facilitators were selected for the program to ensure flexible scheduling, fast-paced roll-out, and bilingual capacity.

Results
The training helped the participants define the concept of diversity, build competence for demonstrating leadership for the diversity strategy, and commitment to integrate concrete actions towards promoting inclusion at work.

11. The Challenge
The company wanted to leverage the opportunities brought to their attention by its Employee Resource Groups (ERGs) by offering training aimed at supporting the ERGs.

Our Solution
Graybridge Malkam designed and delivered a half-day session on “Enhancing the Effectiveness of your Employee Resource Group” to the ERG leaders and Executive Champions. The session was designed to:

• provide a general overview on ERGs;
• explore the roles of the leaders and Executive Champions;
• provide good practices of other companies in the field of ERGs;
• discuss current challenges and possible solutions;
• identify strategies and tactics that can be undertaken to enhance the existing ERGs;
• discuss next steps for ERGs to excel for both group members and the business.

Results
The training reinforced the leaders and Champions’ commitment to running the ERGs in order to support both the group members and the business. Participants appreciated the knowledge on ERGs and the practical “how-tos” learned in the session.

Cross-Cultural Training

1. Background
A leading simulator manufacturer and training provider was expanding around the world. As part of its operations, this organization established joint ventures to develop its software and provide training. There were locations in 17 countries and many teams had been created to work jointly on research and development projects.

1. a) The Challenge
The client established a joint venture in Zhuhai, China and sent staff from their Canadian office to run the operation. To assist the Canadian expatriates in their new role, the client wanted to provide them with cultural training on China.

Our Solution
Graybridge Malkam developed a training course designed to help the participants adapt to their environment more quickly. Once on-site, the facilitator reviewed the organization’s operations from a strategic and business perspective, within the context of carrying out operations in China as a key component of a Chinese-Canadian joint venture. This analysis resulted in a variety of activities taking place during the five days of the on-site visit, including:

• In depth conversations with both Canadian and Chinese management personnel concerning the dynamics of doing business in China.


• Discussions concerning the practical and cultural dilemmas associated with the operation in China.


• Participation as an observer in a business activity.


• Exchange of professional materials (questionnaires and written handouts in English and Chinese) related to the business and in particular to human factors and discussion of the cultural implications on the use of such materials.


• Meetings with Chinese managers and directors to gather information from their cultural perspective concerning current strengths and weaknesses of the program; the organizational structure as currently configured; and suggestions for improvement.


• Informal conversations with Chinese team leaders and technical personnel.

Results
The facilitator prepared a report with his observations and recommendations on how to leverage the cultural diversity of the group. As a result, the operation was better able to meet its objectives.

1. b) The Challenge
As part of its expansion plans, this existing client continued to send personnel to China. The organization realized that it needed to prepare their staff for the new environment. Therefore, the client requested additional work to conduct pre-departure training.

Our Solution
Graybridge Malkam designed and delivered multiple one-on-one pre-departure coaching sessions such as “Pathways to China” and “Developing Cross-Cultural Competence for Global Assignments”. This training helped the participants prepare for their assignment and provided them with strategies to deal with culture shock, work with different cultures and how to conduct business in China.

Results
Personnel were better able to adapt to their environment. Participants sited that the training had a positive impact on their ability to operate effectively in China.

2. The Challenge
An American manager experienced challenges in managing a diverse team in Kuala Lumpur, Malaysia.

Our Solution
Graybridge Malkam designed and delivered the following training:

• One-on-one coaching for the manager on how to deal with the cultural differences;


• Full-day training for the team on international business culture.

Results
This training provided the manager with very useful tools, to effectively recruit, train and manage a multicultural team in Malaysia. It also positively affected his daily interactions with his team. The Malaysian team believed that the training made it easier to interact and led to less cultural misinterpretation.

3. The Challenge
The client opened new operations in Bangalore, India, requiring its team in Montreal to collaborate closely with their new colleagues in India. The Canadian and Indian teams began to experience difficulties in meeting their deadlines.

Our Solution
After a Needs Analysis, Graybridge Malkam concluded that the lack of productivity was due to misunderstanding and miscommunication grounded in cultural norms. To address this issue, Graybridge Malkam designed and delivered a training session on “Building Intercultural Competence in a Global Organization” for the staff in Montreal, and a training session on “Working with Your North American Partner” for the staff in Bangalore, India.

Results
The training helped the participants better understand the perspectives of their team members. As a result of the training, the employees changed the way they communicated, managed projects and set up deadlines with an eye to mutual understanding ensuring projects ran more smoothly.

4. The Challenge
Most of this client’s customer service was provided by an in-house Montreal technical team. The client wanted to ensure its staff’s success in working with their Chinese clients by providing them with cultural effectiveness training. They wanted to ensure culturally appropriate customer service.

Our Solution
Graybridge Malkam was contracted to conduct a needs analysis and design and deliver a two-day cultural awareness session on “Doing Business in China”. This session was for the employees who were increasingly interacting with Chinese clients.

Results
The participants said the training gave them the tools to provide their Chinese clients with superior service.

5. The Challenge
This worldwide leading software developer needed to have culturally competent employees to work with their diverse counterparts and clients. The company needed to address cross-cultural training to ensure its success on a global scale.

Our Solution
Graybridge Malkam responded quickly with a well-designed training package on “Working with Your Global Partner”, for the company’s employees in Canada, the United States, the United Kingdom, Japan, Taiwan and mainland China. Each training session was customized to the countries and/or cultures identified as most relevant for the group, as well as the specific needs of the audience in the region in which it would be delivered. Graybridge Malkam also provided facilitators from their pool of multi-national resources to deliver the sessions. These are highly educated and qualified individuals who have practical business knowledge, familiarity with the global workplace, and experience in working with employees at all levels. The fact that they are living and working in the particular countries maximizes the budgeted resources spent on the training itself.

Results
The pilot sessions in Canada and Taiwan were well received that the company plans to offer the program to the remaining sites in the United States, the United Kingdom, Japan, mainland China, and Germany.

6. The Challenge
A District Sales Manager was relocated to Canada from Switzerland by the company. He expressed a need to increase his intercultural awareness and capacity to adapt his management style to the values and norms that are often implicit within the Canadian workplace.

Our Solution
Graybridge Malkam developed and conducted a one-on-one coaching session on “Integration into the Canadian Workplace” for the Sales Manager.

A questionnaire on international relocation experience was completed by the Manager, and an initial consultation was conducted by the coach before the session. From these needs assessments, the Manager’s main workplace issues were explored and specific topics were identified for coaching. As a result, information was provided on working in a Canadian business context, including communication skills, the conflict resolution process, and leadership styles when managing Canadian teams.

Results
The training helped the Sales Manager improve his management skills in leading his Canadian teams.

Employment Equity

1. The Challenge
A major pharmaceutical manufacturer governed by the Employment Equity legislation under the Federal Contractors Program needed to conduct a workforce analysis within a short timeline. The analysis formed the basis for the client’s Employment Systems Review (ESR) and Employment Equity Plan (EEP).

Our Solution
Graybridge Malkam performed the workforce analysis to identify any gaps in representation of the company’s four designated workforce groups. Workforce data was collected through a self-identification survey conducted internally by the client. GM built their analysis on the findings of this survey. The workforce analysis included:

• User-friendly spreadsheets reflecting representation and concentration of designated groups, which could easily be updated by the client in future years.


• A narrative analysis that described where the under-representation was substantial enough to warrant a review in the ESR and the systems to be addressed.


• Recommendations for short term hiring goals to be considered when its EEP is formulated.

Results
The analysis sets a solid foundation for the client to carry on to track and update their EE data, as well as to proceed onto the next stages, i.e. Employment Systems Review and Employment Equity Plan.

2. The Challenge
In order to comply with the Employment Equity Act, a large financial institution needed to have the following:

• a Workforce Analysis,


• an Employment System’s Review (ESR), and,


• an Employment Equity Plan (EEP).

Our Solution
For this project, Graybridge Malkam reviewed, updated and revised the partial workforce analysis conducted by this organization.

With a focus based on the findings from the workforce analysis, Graybridge Malkam followed an eight-step approach to conduct the ESR:

• Formal training: Provided a training session on conducting an ESR for the institution’s personnel involved in the process.


• Review of additional data: Reviewed data other than the workforce analysis to further narrow down the focus of the ESR.


• Fact-finding interviews with key HR personnel: Interviewed key HR personnel with a structured questionnaire to identify relevant issues to be further explored in interviews with employees and managers in other departments.


• Review of the corporate culture survey: Reviewed the institution’s corporate culture survey to make sure the staff’s perception of the working climate met the CHRC’s (Canadian Human Rights Commission’s) expectation.


• Staff interviews: Conducted interviews with employees and managers belonging to EE Occupational Groups (EEOGs) where the under-representation existed to obtain the staff’s views on the reasons for the under-representation, and on whether the institution’s working climate was conducive to EE.


• Document review: Reviewed policies and procedures to identify potential systemic barriers to the employment of the EEOGs in focus.


• Staffing file reviews: Reviewed selected staffing files to document staffing processes and to assess staffing practices regarding the EEOGs in focus.


• Documentation of findings and recommendations: Drafted, revised and submitted a final report to present findings and provide recommendations.

When the ESR was completed, Graybridge Malkam developed a comprehensive EE Plan in a format recommended by the CHRC, which included:

• Measures to be taken by the institution for the elimination of employment barriers identified in the ESR;


• Short-term numerical hiring and promotion goals; and


• Long-term representation goals.

Graybridge Malkam envisioned the on-going maintenance of EE required by the EE Act. User-friendly templates and coaching were provided to the institution’s EE staff, so that they were able to keep these two files current while implementing the EE plan. To ensure that they can update their employment goals in the future, an additional methodology paper was also developed, documenting the rationale for the goals established in the EE plan.

Results
The Workforce Analysis, Employment System Review and Employment Equity Plan, which complied with the EE Act requirements, helped this institution pass the audit. Graybridge Malkam’s long-term vision and future-oriented approach enabled them to continue carrying out EE duties on their own.

3. The Challenge
One of the Federal Government department’s priorities was to ensure accountability for implementing Diversity and Employment Equity (EE) within the organization in accordance with the Employment Equity Act. Additionally they pursued a representative and inclusive workplace since such a workplace is in the organization’s best interest. It was therefore the client’s priority to increase its managers and supervisors awareness of the changes in human resource policies and procedures as well as the need for changes in values, attitudes and culture within the organization.

Our Solutions
Graybridge Malkam had worked extensively with this organization on EE and diversity initiatives including the design and delivery of multiple sessions on “Managing Diversity: from Compliance to Commitment” and “Selection with an Objective Eye” in both English and French. Building on this experience, Graybridge Malkam developed, moderated and facilitated two consecutive one-day EE Workshops for approximately 80 managers and supervisors of the department. The goals and topics of the workshops included:

• Day One: Enable managers and supervisors with limited or no EE knowledge or experience, to develop a proactive approach towards managing diversity in their everyday work-life.


• Day Two: Develop participants’ EE knowledge and skills and to inform them abut the latest changes affecting EE in the workplace, including new policies and funded initiatives.

Results
The participants indicated that the event encouraged continuous learning beyond the workshops and enhanced their ability to effectively manage a diverse workforce over the long term. The program was such a big success that the department contracted Graybridge Malkam the following year to deliver the two one-day facilitated EE workshops to approximately 100 managers and supervisors across Canada.

Research and Tools

1. The Challenge
A leading national telecommunications company in Canada wanted to take their diversity effort to the next stage where the company could move from compliance to commitment. To move into an industry-leading position on diversity and inclusiveness, the company decided to conduct in-depth research on diversity best practices with a focus on Canadian organizations. The research would endeavor to help define a compelling vision and strategic plan for diversity within the firm.

Our Solution
Guided throughout the project by the principles of collaborative partnership, Graybridge Malkam conducted the research, based primarily upon secondary sources. Graybridge Malkam developed a final report based on the findings, presented the content and implications to the client and provided recommendations for next steps.

Results
The report provided the client knowledge, information and guidance to proceed further on its way to building a diverse and inclusive workplace, and consequently to be more successful in the marketplace.

2. The Challenge
The company wanted to have a diversity calendar posted on its website to keep diversity alive at work and provide a useful tool for the employees.

Our Solution
Graybridge Malkam conducted research and developed a diversity calendar with key dates relating to diversity, including cultural festivals, religious holidays, and days and events devoted to women and people with disabilities. Origins and brief introductions for these dates were provided. Since it was impossible to have a comprehensive list, Graybridge Malkam managed to select and ensure the calendar was both diversified and inclusive.

Results
The calendar was welcomed by the company and Graybridge Malkam was awarded the project for three years in a row. The calendar promotes discussion on diversity and provides a quick reference when the company schedules important meetings and events.

3. The Challenge
North American and European employers are facing challenges in attracting and retaining a diverse pool of top talent due to a growing skills shortage and a dramatic changing demographic landscape in their countries. A world-leading provider of executive capital solutions wanted to respond to their clients’ changing human capital needs and requirements around the world by providing them with tools to help them win the war on talent.

Our Solution
As an important component of this client’s state-of-the-art services’, Graybridge Malkam created two toolkits that helped their clients attract and retain diverse senior level executives, with a focus on women and visible minorities (people of colour). The information focused on five target countries: the United Kingdom, France, Germany, the United States and Canada. This included the following two International Toolkits:

• “Providing Leadership in the Search for Diversity Executives” – This toolkit provided tips and tools for organizations looking to successfully and effectively recruit and select top talent from diverse pools of candidates.


• “Retaining Diverse Talent: Lessons from the Field” – This toolkit provided guidance and advice in creating the environments necessary to win and keep the hearts and minds of diverse and talented executives.

In order to ensure successful and timely completion of the toolkits, Graybridge Malkam worked very closely with the client through all stages of implementation on this project to:

• Clearly define requirements;


• Identify expectations; and


• Obtain feedback.

Graybridge Malkam also conducted solid secondary and primary research across the globe:

• Through a variety of means (on-line searches, literature searches, etc.), carried out secondary research to examine best practices on the recruitment, retention and engagement of key groups currently in the public domain.


• Identified, connected and interviewed executives in best practice organizations in Europe and North America to garner their views and advice on strategies and approaches to attracting, retaining and engaging diverse talent at the top.


• Interviewed five of the client’s employees, one from each target country, on country-specific practices and employment standards.

Graybridge Malkam compiled and analyzed the data collected and wrote and edited the toolkits.

Results
Graybridge Malkam developed two toolkits that were practical and relevant to the clients in the target countries.

Respect in the Workplace

1. The Challenge
After a few incidents came to light; the company felt that they needed to address issues with its employees regarding respect at work. They not only wanted sessions to address the situation but also a program that they could eventually take over and facilitate.

Our Solution
Graybridge Malkam designed and delivered over 100 half-day sessions on “A Policy is Not Enough: Promoting a Respectful Workplace” for nearly 2,000 employees across Canada. The program was designed to provide a comfortable environment for participants to learn the concepts of inappropriate behaviour and harassment, as well as models of appropriate behaviours which can then be implemented in the workplace. The program went beyond communicating the legal aspects; to supporting the implementation of the company’s harassment policy; and to helping create a respectful culture within the company. The facilitators for this project accommodated the shift workers’ schedules and delivered 11 sessions in a two-day period.

Results
The training provided information on the rights, roles and responsibilities of individual employees and on the processes set up to deal with harassment within the company. Participants expressed their appreciation of the training since it contributed to the modification of the behaviour of managers/supervisors and colleagues by fostering an environment where employees would feel respected and valued. Train-the-Trainer sessions were also provided to key Human Resources Personnel.

2. The Challenge
The company recognized the need for a key employee to increase his awareness of harassment in the workplace. They contacted Graybridge Malkam to provide respectful workplace coaching.

Our Solution
Graybridge Malkam conducted a session on respect in the workplace for the individual. The session focused on the business case for fostering a respectful workplace, the managers’ responsibilities and behaviour changes that were necessary in achieving such a workplace. An exercise to identify discrimination/harassment by category and prohibited grounds was incorporated into the session.

Results
The individual found the coaching to be worthwhile since it provided extremely relevant and valuable information. He appreciated the importance of his responsibilities in creating a respectful work environment.