Workplace behaviours and communication

The culture of a workplace, or the way in which both management and workers behave, can pave the way for a diverse and inclusive workplace. Management's responsibility is to set an example in their behaviour that promotes respect for diversity and inclusivity. When managers model this attitude, it encourages others to show the same respect in their work practices and service delivery.

Your role is to:

1. Lead by example: As a team leader, it is essential to model inclusive and respectful behaviour towards diversity in all interactions with colleagues, families, and children.
2. Use inclusive language: Avoid using language that reinforces stereotypes or excludes certain groups of people. Instead, use inclusive and respectful language for all individuals, regardless of their background or identity.
3. Promote understanding and acceptance: Encourage your team to learn about and understand different cultures and perspectives. Encourage open communication and actively listen to the perspectives of others.
4. Provide opportunities for interaction: Organise activities and events that bring people from different backgrounds together to build understanding and acceptance of diversity.
5. Encourage and support diversity and inclusivity: Take an active role in promoting an inclusive and respectful work environment. Encourage your team members to share their own experiences and perspectives and support them in doing so.
6. Address any discrimination or bias: Take discrimination or bias seriously and address the situation immediately. Create a safe space for people to report incidents and take appropriate action to resolve them.
7. Continually learning: Continuously educate yourself on diversity and inclusivity and encourage your team to do the same.
8. Be an ally: Be an ally to marginalised communities and actively work to address structural inequalities in your workplace and society.

It is imperative that managers, particularly in an early childhood education and care setting, have a strong sense of cultural awareness – that is, having knowledge and understanding of the differences between cultures and their requirements. It is the responsibility of the manager to educate themselves on cultural matters and act sensitively and appropriately as required.

Managers are also required to provide cultural safety, as much as their power as manager enables. Cultural safety means that a centre is free of discrimination or prejudice and has an environment that is welcoming, caring and respectful to all people, regardless of their differences

Furthermore, managers are expected to demonstrate cultural competence, which means they are confident in interacting with people from different cultures and understand the appropriate way to do so while showing regard for any cultural differences and catering to them appropriately.

Managers should be aware of the impact of diversity practices and experiences from their childhood and work. Our experience of diversity impacts our personal behaviour, relationships, perception of the world and social expectations of self and others.

Consider how diversity practices and your experiences of diversity have been impacted by the following:

• Personal Behaviour: By being exposed to different cultures, backgrounds, and perspectives, individuals can learn to be more open-minded and empathetic towards others. Growing up in a diverse neighbourhood or community can significantly impact an individual's personal behaviour. For instance, an individual who grew up in a multicultural society may have been exposed to different languages, customs, and traditions from an early age. This exposure may have helped them develop an open-minded and inclusive attitude towards people from different backgrounds. They may have learned to appreciate and respect other cultures, which can manifest in their behaviour towards people who are different to themselves. They may also have developed the ability to understand their own culture and identity through the lens of others, which can lead to a more nuanced and complex understanding of their own culture and identity.
• Interpersonal Relationships: Working and interacting with people from different backgrounds allows individuals to appreciate and value diverse perspectives. This can help individuals to work in a more harmonious way to build effective relationships. Furthermore, understanding and respecting diversity can lead to a more inclusive and equitable society.

Suppose an individual has not had an opportunity to interact and form relationships with people from different backgrounds. In that case, this may impact their ability to effectively communicate and collaborate with colleagues with different perspectives and experiences.

• Perception: Perception is the way individuals interpret and understand social and cultural information, such as the way people perceive and interpret race, gender, sexuality, and other forms of diversity. For example, an individual may perceive that women should not be in management positions. This perception may have been developed due to a lack of exposure to women in leadership positions. They may have grown up or worked in environments where they have not seen many women in management positions and, as a result, have developed the belief that women are not suited for management roles. This perception can impact diversity in the workplace, as it may lead to discrimination and bias against women in the hiring and promotion process.
• Social Expectations of Self: Diversity practices and experiences can change an individual's understanding of their own identity and culture. By being exposed to different cultures and perspectives, individuals can learn to challenge stereotypes and prejudices they may have held about themselves and their culture. This can lead to a greater appreciation and understanding of their identity and a more inclusive view of their place in society.
• Social Expectations of Others: Social expectations of others refer to individuals' beliefs and attitudes about how others should behave, think, and feel in a given social context. These expectations can be influenced by culture, religion, race, gender, and socio-economic background, among others. Social expectations can also be shaped by an individual's personal experiences and society's cultural and social norms. Social expectations of others can manifest in various ways, such as how individuals interact with others, perceive and judge others, and expect others to behave or perform in specific situations. Social expectations of others can also impact how individuals perceive and interact with members of different social groups and can lead to stereotypes, biases, and discrimination if they are not based on accurate information or mutual respect. Social expectations of others can be changed through education, exposure to diversity and critical thinking.

In summary, the impact of diversity practices and experiences on the social expectations of others is multifaceted, going beyond the understanding and recognition of one's own identity and culture to encompass the appreciation, valuing and understanding of diversity in others.

In topic 1, you learnt about the legal requirements relating to diversity. In Australia, laws make it illegal to discriminate against someone based on race, sex, sexual orientation, gender identity, age, disability, or carer status.

You must have policies and procedures in place to protect the rights and responsibilities of workers, employers and clients.

The rights and responsibilities of workers, employers, and clients include the following:

Workers:

• The right to be protected from discrimination and harassment in the workplace based on race, sex, sexual orientation, gender identity, age, disability, or carer status
• The responsibility to treat all clients and colleagues with respect and without discrimination and help support diverse clients and report any discriminatory behaviour they witness or experience
• The right to receive cultural sensitivity training and education to improve the services provided to diverse clients.

Employers:

• The responsibility is to provide a safe and inclusive work environment for all employees and clients by ensuring all employees are aware of the anti-discrimination laws, training on cultural competency and diversity, and implementing policies and procedures to prevent discrimination and harassment.
• The responsibility is to investigate and address any discrimination or harassment complaints promptly and fairly.
• The responsibility is to comply with anti-discrimination laws and regulations, including providing accommodations for employees and clients with disabilities. This may include providing assistive technology, modifying schedules, or making physical adjustments to the workplace.
• The responsibility is to ensure that all clients receive equitable services, regardless of their background.

Clients:

• The right to receive services without discrimination or harassment.
• The right to have their cultural and linguistic needs met in the provision of services.
• The right to make a complaint if they believe they have been discriminated against and have it investigated and addressed. 
• The right to have their individual needs and preferences respected and accommodated in accordance with anti-discrimination laws.

Every individual has a role to play in promoting and respecting diversity. While individuals are ultimately responsible for their behaviours and attitudes, centres may implement policies and procedures relating to diversity and inclusiveness with which all workers must comply.

In today’s globalised world, workplaces are increasingly becoming more diverse, with employees coming from varied cultural, linguistic, and social backgrounds. This diversity, while enriching, also presents unique challenges in terms of communication. Effective communication in such a setting is crucial for fostering collaboration, understanding, and productivity. However, it requires an awareness of the different communication needs that may arise from these differences.

Communication needs in a diverse workplace encompass a range of factors, including language barriers, varying communication styles, cultural norms, and differing levels of technological access or literacy. For example, employees from different cultural backgrounds may interpret non-verbal cues, such as body language or tone of voice, differently. Similarly, employees who speak different native languages may encounter challenges in both understanding and being understood, especially in high-stakes or technical conversations.

Furthermore, communication in a diverse workplace is not just about overcoming language barriers; it involves creating an environment where all employees feel heard, respected, and valued. This requires adapting communication strategies to be inclusive, whether through providing language support, encouraging active listening, or ensuring that all voices have the opportunity to be expressed.

Understanding and addressing these communication needs is not merely a matter of efficiency but also of inclusivity. It is essential for building a workplace culture that celebrates diversity, fosters innovation, and enables collaboration across differences. This paper will explore the importance of recognising and addressing communication needs in a diverse workplace, the challenges faced, and strategies that can be employed to improve communication effectiveness for all employees.

Types of communication

There are various ways we may communicate at home or in the workplace. Today, more communication methods are at our fingertips than ever, with more people accessing phones, computers, and mobile devices – even the elderly and younger generations are becoming savvy with technology

Communication platforms commonly used today include:

• Phones
• Online forums
• Chat rooms
• Instant messaging
• E-mails
• Social media apps
• Face-to-face meetings
• Translators 
• Virtual meetings
• Videos
• Advertising channels, such as posters and billboards

Each of these platforms has a particular purpose and appeals to people for different reasons. However, the obvious appeal of a specific platform may be lost when dealing with people from different cultural backgrounds to you. For example, sending a text message to a colleague you have worked with for years may be quick and easy, whereas the same text message may be inappropriate for someone from a different background. Some communication platforms are unsuitable when a language barrier or physical impairment is involved. For example, you would avoid using the telephone when there is a language barrier or the person is deaf, and you would not use an instant messaging app to communicate with a blind person.

Therefore, when communicating with a culturally diverse range of people, it is best practice to try to understand who you are dealing with and their circumstances as best you can before you assume a particular method of communication. Often, meeting face-to-face with a person is the most effective method of communication, as different styles of communication can be adapted in person. However, this is not always possible or practical, so it is imperative that you are prepared for and can cater to all scenarios by being flexible in your communication techniques across multiple platforms.

Resources used for effective communication

There are many different forms of written communication, including:

1. Procedures: Procedures are instructions or guidelines outlining how tasks should be completed or how communication should be handled within an organisation. Procedures can help to ensure that communication is consistent and efficient and that everyone is on the same page. Procedures can include guidelines for how and when to communicate, how to handle confidential information, and how to handle different types of communication, such as verbal, written, and electronic.
2. E-mails: E-mails are a common form of electronic communication that can be used to send messages, share documents and schedule meetings with team members, colleagues, parents, and other stakeholders. E-mails are a quick and efficient way to communicate and can be easily stored and referenced later.
3. Letters: Letters are a formal form of written communication used to send information, make requests and provide updates. Letters can be used to provide detailed information or documentation that may not be appropriate for an email.
4. Newsletters: Newsletters can be distributed electronically or in print to provide regular communication and updates with team members, colleagues, parents, and other stakeholders. 
5. Posters: Posters are a visual form of communication used to share information visually. Posters can promote upcoming events, highlight important information, or provide reminders. Posters can be placed in prominent locations such as bulletin boards, hallways, or classrooms to ensure that the information is easily accessible to all team members, colleagues, parents, and other stakeholders.

By considering diversity needs when developing resources, you can create a more inclusive and respectful workplace culture and ensure that all team members, colleagues, parents, and other stakeholders feel valued and included.

Cross-cultural communication

It is important to be aware that people from different cultures may communicate differently. For example, body language and eye contact can be misconstrued without cultural awareness. In some cultures, hugging and other methods of greeting involving body contact are considered normal, whereas, in different cultures, this may be seen as inappropriate depending on the setting. Likewise, making and holding eye contact can be seen as a mark of respect in some cultures, whereas in other cultures, it is seen as rude and intimidating.

Effective cross-cultural communication means:

• Avoiding cultural stereotypes, biases and assumptions
• Adopting suitable communication methods to meet people's needs, e.g., alternative formats translated into common languages.
• Using effective communication, such as speaking slowly and clearly, using active listening and asking clarifying questions to seek clarification
• Avoid using slang words, unexplained acronyms or jargon
• Using negotiation and mediation skills to navigate differences in beliefs, language, culture and attitudes.

Ensuring you are culturally aware of different communication styles is important to prevent communication errors and breakdowns.

Now that you know how other people’s communication styles may differ from yours, it is important to understand best practices regarding cross-cultural communication.

Understanding cross-cultural communication etiquette is particularly important in an early childhood education and care setting, where a child may otherwise not understand why the communication style of others in the centre differs from what they are familiar with at home.

If you are aware of any cultural or other differences or challenges before meeting a person, it will benefit you to research the appropriate methods of communication beforehand. However, this is not always possible, as communication differences may not be apparent until meeting the person. In this instance, keep your communication style simple and friendly. If you need to, ask questions to fully understand information when required. Be careful with the use of humour, as humour between cultures can often be misinterpreted and may result in a communication error.

As you become aware of different communication styles, it is important that your centre works to integrate practices into its operations to accommodate the different styles. This may include providing information within a diversity procedure or training staff on appropriate cross-communication techniques. Procedures and training should be reviewed regularly to ensure they reflect best practices and should be continuously improved as relationships develop.

Communication with children

Children with certain disabilities or personality traits may require different types of communication. For example:

• A child with attention deficit hyperactivity disorder (ADHD) may require encouragement and assistance to complete tasks.
• A child with autism spectrum disorder (ASD) may take instructions very literally, so the phrasing of instructions needs to be carefully considered.
• A child with extreme shyness or anxiety may require extra time to warm up to a task.
• A hearing or sight-impaired child may require extra assistance and modified support to complete tasks.

As you get to know different children within your centre, you will find your communication style needs to be tailored to the individual child. For example, some children respond well to single-step directions, whereas others respond well to multi-step instructions. Some children will respond well to positive reinforcement, while others will be motivated by other rewards. Having a range of communication strategies on hand, and knowing when to use them, will be valuable in getting the most out of the children in your care.

Here is an example of a tailored communication strategy to meet the needs of a child:

Scenario	Tailored communication strategies
A child with English as a second language and parents who have minimal English skills	Speak clearly and simply to explain instructions. Use visual aids to assist communication. Work on English skills with the child daily, including participation in group conversations. Learn keywords from the child’s first language to assist in teaching equivalent English words.

Cross-cultural communication strategies

Develop a communication strategy to ensure all elements of communication are embedded into work practices.

Your strategy may include the following elements:

1. Education and training for all staff members on cultural competency and awareness, including topics such as cultural sensitivity, bias, and stereotypes.
2. The creation of a diversity and inclusion committee, made up of staff members from different cultural backgrounds, to provide input on policies and procedures related to diversity and inclusion.
3. The development of a clear and inclusive communication policy includes guidelines for respectful language use and the use of translated materials for families who speak languages other than English.
4. Regularly schedule meetings with families from diverse cultural backgrounds to gather feedback and address concerns.
5. Encourage the participation of families in centre-wide events and activities to promote a sense of belonging and community among families of different cultural backgrounds.
6. Celebrate and recognise cultural holidays and events in an inclusive manner, such as by incorporating elements of different cultures into daily activities and learning experiences.
7. Create a safe and inclusive environment by promoting diversity and inclusion through posters, books, and other materials that reflect the diversity of the families and children served by the childcare centre.

Here is an example of a strategy:

Strategy	Action Steps	Responsibility	Due Date
Education and training for all staff members	Provide cultural competency and awareness training for all staff members, including topics such as cultural sensitivity, bias, and stereotypes.	Team Leader	Within the first month of the year
Creation of a diversity and inclusion committee	Set meeting dates for a diversity and inclusion committee made up of staff members.	Team Leader	Within the first month of the year
Communication and diversity policy	Review communication and diversity policy	Diversity and Inclusion Committee	Within the first month of the year
Meeting with families from diverse cultural backgrounds	Schedule regular meetings with families from diverse cultural backgrounds to gather feedback and address any concerns.	Team Leader	Monthly
Celebrate and recognise cultural holidays and events	Establish calendar dates for cultural holidays and events	Team Leader	Throughout the year
Create a safe and inclusive environment	Create a safe and inclusive environment by promoting diversity and inclusion through posters, books, and other materials.	Team Leader	Throughout the year
Regularly review and assess the strategy	Regularly review and assess the strategy, make adjustments and improvements as necessary, and involve staff, families, and community partners in the process.	Team Leader	Annually

Review and improve communication strategies

Here is a checklist that can be used to reflect on communication strategies about workplace diversity and identify potential improvements:

Inclusivity	Are the communication strategies inclusive and respectful of different cultures, backgrounds, and abilities? Are they using language and images representative of the diverse team members, colleagues, parents, and other stakeholders?
Language support	Are the communication strategies providing translated versions of important information in languages other than English? Are there any languages that are not represented in the translated materials?
Accessibility	Are the communication strategies accessible to people with disabilities by providing appropriate accommodations such as large print or audio versions? Are there any accommodations that are missing?
Feedback and evaluation	Are the communication strategies regularly evaluated and adjusted based on feedback from team members, colleagues, parents, and other stakeholders? Is there any specific feedback that has been identified and not addressed?
Review and improvement	Are any communication strategies not meeting the diverse communication needs of all team members, colleagues, parents, and other stakeholders? Are there any specific improvements that have been identified?

By using this checklist, you can reflect on the communication strategies and identify potential areas for improvement to ensure meet the diverse communication needs of all team members, colleagues, parents, and other stakeholders.