Assessment 1 – Written Questions

Briefly describe formal and informal complaints procedures. In your response you
must include:

1.
o the purpose of each type of procedure
o two situations wherein each type of complaint is appropriate
o three possible ways of dealing with each type of complaint

Formal complaints procedures:

A formal complaint is a complaint made by an employee, representative of employees, or relative of an
employee who has provided their written signature for the complaint. Formal complaints are assigned
to a Compliance Officer for inspection.
Formal ways of dealing with complaints include:
 investigating the allegations
 applying natural justice principles
 finding whether the allegations happened or were likely to have happened
 making a report and recommending an action
 Implementing an outcome.

Informal complaints procedures

Complaints may vary in severity and complexity. Not every complaint should be addressed in the same
way, and staff should be provided both informal and formal ways to raise a complaint to best suit the
circumstances of the issue.
Informal procedures are for quick problem-solving rather than investigating and substantiating claims.
They seek agreement and shared understanding of how to avoid problems in the future. Informal
complaints are most appropriate in cases where the allegations are less serious, or the problem is
based on miscommunication or a misunderstanding. An employee has the right to pursue a formal
complaint at any time.
 Briefly outline the process you would follow to report an incident of racism in the
2.
workplace.

Step 1
Documentation is your strongest ally. We always encourage people to document everything about the
incident. If, say, someone makes a racially derogatory comment to you, you should put that in writing
to your employer at the earliest opportunity. First, take notes and try to include as many details as you
can — what racial comments were made, who was present when it happened, what anyone’s response
was — anything you believe is relevant.

Step 2
Next, you should look at the employee handbook and see what it says about discrimination and
harassment. The handbook may direct you to your manager, to a higher-ranking supervisor or to a
designated person in human resources.
 Outline the key features of the following legislation and list 2 examples of either
3.
minor or criminal breaches of each of the 5 acts:

Age Discrimination Act (ADA)

It is against the law to discriminate against anyone in the workplace because of their actual or assumed
age.
Employees are protected from discrimination at all stages of employment
including recruitment, workplace terms and conditions and dismissal.
Employees are protected from discrimination at all stages of employment including recruitment, in
workplace terms and conditions, return to work after illness or pregnancy or dismissal and retrenchment.
People are also protected from discriminatory advertising that may deter them from applying for a role.
The legislation says that you must not be discriminated against because:
 you are (or are not) a certain age or in a certain age group
 someone thinks you are (or are not) a specific age or age group, this is known as discrimination by
perception
 you are connected to someone of a specific age or age group, this is known as discrimination by
association

Disability Discrimination Act (DDA)

Disability discrimination is when you are treated less well or put at a disadvantage for a reason that
relates to your disability in one of the situations covered by the Equality Act.
The treatment could be a one-off action, the application of a rule or policy or the existence of physical or
communication barriers which make accessing something difficult or impossible.
The legislation says that you must not be discriminated against because:
 you have a disability
 someone thinks you have a disability (this is known as discrimination by perception)
 you are connected to someone with a disability (this is known as discrimination by association)

Racial Discrimination Act

This is when you are treated differently because of your race in one of the situations covered by the
Equality Act.
The treatment could be a one-off action or as a result of a rule or policy based on race. It doesn’t have to
be intentional to be unlawful.
The legislation says you must not be discriminated against because of your race.
In the legislation, race can mean your colour, or your nationality (including your citizenship). It can also
mean your ethnic or national origins, which may not be the same as your current nationality. For
example, you may have Chinese national origins and be living in Britain with a British passport.
Race also covers ethnic and racial groups. This means a group of people who all share the same protected
characteristic of ethnicity or race.
 Sex Discrimination Act

This is when you are treated differently because of your sex, in certain situations covered by
the Legislation.
The treatment could be a one-off action or could be caused by a rule or policy.
It doesn’t have to be intentional to be unlawful.
The Legislation says you must not be discriminated against because:
 you are (or are not) a particular sex
 someone thinks you are the opposite sex (this is known as discrimination by perception)
 you are connected to someone of a particular sex (this is known as discrimination by association)

Human Rights and Equal Opportunity Commission Act

When people in Australia think about human rights, we often focus on violations that happen in other
countries. Human rights are seen in terms of problems such as political dictatorship, torture, or unlawful
executions.
Sometimes violations such as these happen on a large scale overseas and there is a tendency to think
that, by comparison, any human rights problems in Australia are minor. However, human rights violations
of one kind or another occur in all countries, including Australia
Human rights issues can potentially affect anyone. Some people might experience discrimination in the
workplace because of their age, race or gender. Other people with different sexual orientations or gender
identities may be bullied for how they express themselves or who they are attracted to. Children and
young people can be subjected to violence in the playground or at home. No matter what a person's
status in society, they or a family member may at some stage in their lives be affected by a violation of
their human rights.

Equal Opportunity
Equal employment opportunity is an important concept for employers, employees, and job applicants. In
this lesson, you'll learn what equal employment opportunity is as well as the primary laws and policies
related to it.
Equal employment opportunity is an employment practice where employers do not engage in
employment activities that are prohibited by law. It is illegal for employers to discriminate against an
applicant or employee on the basis of:
 Race
 Age
 Color
 Sex
 Religion
 National origin
 What can happen if a business has been found to have been discriminating against
4. people of an older age or with a disability within their recruitment process?

Discrimination affects people's opportunities, their well-being, and their sense of agency. Persistent
exposure to discrimination can lead individuals to internalize the prejudice or stigma that is directed
against them, manifesting in shame, low self-esteem, fear and stress, as well as poor health.
 Assessment 2
Task 1

Workplace diversity

Workplace diversity refers to the variety of differences between people in an organization.

Diversity encompasses acceptance and respect. It is an understanding that each individual is
unique and a recognition of our individual differences. These differences can include ethnicity,
gender, sexual orientation, age, physical abilities, family status, religious beliefs, perspective,
experience or other ideologies.

Diversity is important because Diversity is increasingly seen as an asset to organization and

linked to better economic performance. It is an integral part of how we do business and
imperative to our commercial success. The group recognizes that our people need to reflect our
customers. We understand that building a diverse and inclusive workforce will result in
improved service for our customers and return for our shareholders.

Diversity Policy - This policy sets out commitment to diversity in the workplace and provides a
framework to achieve diversity goals. Through this commitment, a hotel is committed to create
and ensure a diverse work environment in which everyone is treated fairly and with respect and
where everyone feels responsible for the reputation and performance of hotel. The employees
and clients share a diverse range of backgrounds and religious beliefs and practices and support
tolerance of difference in the workplace. This aims to provide opportunities that allow
individuals to reach their full potential, irrespective of an individual’s ethnic or cultural
background or gender. This aims to develop and promote a workforce based on inclusion where
individuals are respected, supported and provided with appropriate opportunities.

Benefits of Diversity policies

 greater innovation and creativity leading to new products and services, and the opening
up of potential new markets;
  enhanced marketing opportunities by accommodating more easily the demands of their
diverse customer base, as well as improving customer services

• improved communication and information-sharing channels across companies;

• Better managerial styles, skills and performance in areas such as communication, people
management, goal setting and planning;

• reduced staff turnover and absenteeism due to the creation of working environments that
promote respect and inclusiveness.

Our Diversity policy has clear aims and objectives because of which we have a diverse and
skilled workforce, leading to continuous improvement in service delivery and achievement of
corporate goals. Setting realistic diversity targets based on analysis and baseline data increases
the chances of achieving those targets. There is obviously a value in setting the outcomes and
specific targets.

Programs available to the following groups-

1. Age based diversity- Programs available are age awareness training, Managing a Diverse
and Inclusive Workplace
2. Gender equity –
• Actively encourage men and women to apply for positions, and recruit representatives
from the under-represented gender in areas marked by gender imbalance.
• Tailor initiatives for skills development for women in teaching and research positions. •
Set up mentor schemes for the under-represented gender.
3. Family Obligations- IT includes Flex-time, job sharing, employee and family health policy
courses are all available under this category
4. Disability- Community and individual awareness programs, READ’s programs etc.
5. Aboriginal and torres strait islander – Courses available are Centre for Cultural
Competence Australia and Active Learning Module

Gaps
  If I discover area of anti-discrimination legislation which is not fully addressed by our
diversity policy in workplace
 Policy for lodging the complaint is not created
 Different types of discrimination are not covered
 Effective implementation process is not defined
 Harassments are missing as type of harassments and method to address each
 Method of promoting the policy within staff is not clear

Recommendation

In Diversity Retention and promotion rates that should be disclosed when talking about
diversity are lacking. If companies disclose their numbers for disclosure’s sake–or, worse, for
PR’s sake–they’re ultimately missing the point of diversity here.

Diversity policy should include the definition of Diversity which refers to the characteristics that
make individuals different from each other.

It should include Creating a positive and supportive working environment for all staff and
customers, protecting employees from being discriminated against because of one or more of
the protected characteristics that apply to them, providing equal opportunity for everyone in
the workforce, no matter their background or characteristics, Promoting the diversity of the
workforce and gaining the benefits in the form of

 Increased productivity
 Improved creativity
 Increased profits
 Improved employee engagement
 Reduced employee turnover
 Improved company reputation

Disseminating information to ensure staff is aware of their responsibilities is important. This

can be done in following ways-
  Promoting training and events to bring awareness to diversity and inclusion in the
workplace.

 Engaging co-workers in diversity and inclusion conversation and training.

 Reviewing and developing policies and procedures that will promote workplace diversity
and inclusion.

The results of the initiatives should be communicated at all levels to demonstrate the return on
investment and value-add to the organization. Communication tools can include infographics for
senior leadership meetings and public affairs, memos to staff, and company website videos for
potential candidates.

The policy review will be owned by the CEO of the company as CEO perform the day to day
management and operations of the Company, including the day to day administration and
operation of the Company’s diversity policy. The CEO is supported in this role by the executive
team, including the Company’s General Counsel and Chief Financial Officer and support by the
Human Resources Managers at each operating site within the Group.

Internal forums would include Performance agreements including health, safety, and
rehabilitation responsibilities, Rehabilitation management system audit plans and audit
outcomes presented to senior executive and external forums would include Licensee
Improvement Program or equivalent, Commission indicator performance and External audits

Task 2
Attached is the copy of presentation slides

Attached is the Presentation observation checklist

 Task 3

Your employees are a cornerstone of your business. Each employee has a large impact on the
quality of service and overall experience guests have at your restaurant.

Hiring employees is just the first step in the process of ensuring a solid and reliable restaurant
staff. To keep employees happy and to continue delivering high-quality service, it is important to
continuously check in with your staff members. These conversations let you get and give
feedback, which you can use to improve your business. Here are nine critical questions to ask
your restaurant employees.

Servers and Greeters

Do you have everything you need to get your job done effectively?
………………………..
How do you help customers feel more welcome? How can our business help customers feel
more welcome?
………………………..
What is a recent negative experience you had with a customer, and how did you handle it?
………………………..

Chefs and Behind-the-Scenes Staf

Is the kitchen up-to-date with supplies and equipment?
………………………..
What would your fellow employees say about your teamwork?
………………………..
What is a recent issue you have had with a coworker or customer, and how did you handle it?
………………………..

Management
How is staffing? Are there any issues or shortages?
………………………..
What are the strengths and weaknesses of our operations?
………………………..
How can I help you/make your job easier?
………………………..

Name: Date:

Assessment 3
Case study 1

Ans1

Gender discrimination in the workplace, also known as sex discrimination, occurs when an
employee is treated differently than other employees because of his or her sex or gender
identity. There are two main legal classifications of gender discrimination: disparate treatment
and disparate impact

Overcoming Workplace Gender Inequality

 An important first step in overcoming gender discrimination and inequality is to

recognize that it's actually happening. Just as an alcoholic can't deal with their
alcoholism until theyadmit they have a problem
 Evaluate Work Assignments - Critically evaluate your organization’s work assignment
systems to ensure that the work is being distributed fairly and equitably and not based
on personal relationships.
 Evaluate the Evaluators - In my experience, the evaluation process often benefits men as
a result of unconscious bias. We need to evaluate the evaluators!
 Equal Hiring Practices — Next, examine your hiring practices for gender bias: do you give
more call backs to men or women simply based on their name? If you notice any
discriminatory hiring practices, reevaluate your process and try including a third-party as
an outside perspective.

Ans2

Appendix B: Diversity Policy

Compliant Report
Details of Compliant
Name Pooja
Position Cook
Details of Compliant
Date/Timeline 30th Apr’20
Persons Involved Male Chef
Male kitchen hand
Male coordinator
Male Storekeeper
Key issues Roaster prepared are biased
Information are not shared with in team
All major responsibility are Male resources
Not getting involved in upcoming projects work discussion
Positional bias
Sexual harassment
Solution sought Issuing a written equal employment policy indicating firm is
committed to the affirmative action.
Develop top-management support for the equal employment policy
or appointing a high – ranking administrators.
Publish internally and externally, the equal employment policy and
affirmative action commitment.
Survey preset minority and female employment by dependent and
job classification to determine locations while affirmative action
programes are especially desirable.
Carefully analyze employer HR practices to identify and eliminate
hidden barriers.
Develop and implement specific programs to improve female and
minority utilization – review entire HRM system.
Use focused recruitment to find qualified applicants from the target
groups.
Establish internal audits to repairing system to monitor and evaluate
 progress in diversity aspect of the program.
Develop support for the affirmative action programs both inside the
company and in the community.
Complaint Acknowledgement:
I acknowledge that this report accurately reports the details of the compliant I have made

Signature: Pooja Date: 30th Apr’20

Recommendations (for office use only)
Next steps:

Details of recommendation for next steps

Report completed by

Signature: Date

Ans3
Email Invite

To
Mr Bob (Restaurant owner)
Acumen Restaurant

Dear Sir
I am writing this email to make your aware on the increase in number of compliant on sexual harassment
from many female staff in Acumen restaurant. To handle this we are we going to organize internal
training to all staff members to give awareness on multiple conditions

The training workshop will focus on sexual harassment laws, prevention and employer liability. We will
discuss types of sexual harassment, current statistics, case examples, common workplace scenarios and
best practices to prevent and respond to sexual harassment.

Many employers require their employees to attend regular sexual harassment prevention training each
year. This course is ideal to fulfill that requirement for employers, managers, supervisors, human
resource & employee relations staff as well as any employee in the private, non-profit and/or public
sector.

Workshop is presented by attorneys and staff of the Acumen Commission on Civil Rights and
cosponsored by the Acumen Board.

Sexual Harassment Prevention in the Workplace

Event Type: Void7
Date: 2/5/2020
Start Time: 1:00 PM
End Time: 4:00 PM
Location: Acumen Meeting Rooms A

Would request you to please give your presence and making the training execute with leadership
guidelines

Regards
Mamta
Staff Acumen

Case Study 2

Ans1
 Beauty Bias
We are using beauty bias when we consider that because someone is “beautiful,” he/she
will be more successful as well; or, if someone is tall, then this person has more chances
to become a CEO.
  Halo and horns effect
Halo effect is the phenomenon when we assume that because people are good at doing
one thing right, they will be good at doing other things right as well.

Ans2
 Simplify and standardize the process – pre-formulate the questions that you will ask the
candidate. Avoid asking bias-based and sensitive questions.
 Go blind for the resume review – ensure that you are focused on your candidate’s
specific qualifications and talents and not surface “demographic characteristics.”

Ans3
 Offer Extra Hiring Bonuses
One of the most common ways to hire new employees is through referrals. You ask your
existing staff members if they know anyone who would be a good fit, and they
recommend people from their own networks.
 Create a Diversity Policy
If diversity is truly important to you, make sure it’s included somewhere in your
company’s mission statement, values,
Showing a true commitment to diversity goes deeper than having a policy on your
website, of course. We’ll look at some more ways of expressing that commitment in this
tutorial and the next one. But creating a policy is an important first step.
 Check Your Interview Questions and Assessments
A more structured approach can help you to compare candidates more fairly. Ask the
same set of questions in the same order to each candidate, and then do a comparative
evaluation

Case Study 3

Progress is impossible without change, and those who cannot change their minds cannot
change anything
“It’s human instinct to look for people that look like ourselves when we walk into rooms. I think
it’s really important to say this out loud. Therefore, diversity is a conscious and deliberate
activity we must continually work at. Otherwise, we will naturally gravitate towards what we
know. And what we know, is that we will always gravitate towards people who resemble
ourselves.”

Never be afraid to step outside of your comfort zone. that’s where you learn the most about
yourself! Just as I have by doing this pageant. I’d like to inspire other woman to do more and be
more because you can and can join us with commitment to quality

Change and growth can only happen in the midst of being uncomfortable. I hear you. I see you. I
am so proud of you!