¿Cómo puedes preparar a tu equipo para manejar temas delicados de diversidad e inclusión durante las interacciones con los clientes?

Ask probing questions as to how they handle it in their organisation; listen and make a note of the driving factors and identify the similarity or lack of it in the provider’s country. Narrate it and agree to step up to align. Finally make it clear that diversity is a factor to gain entry but performance drives the consistency and certainty of the delivery quality

One thing that would be useful is to stay neutral at any controversial issue or comment. Focus more on work instead on culture and avoid making any unnecessary opinion

Handling sensitive diversity and inclusion topics during client interactions requires careful preparation and a thoughtful approach. Here are some steps to help prepare your team: 1. Provide comprehensive diversity, equity, and inclusion (DEI) training. 2. Encourage open conversations within the team about DEI topics. 3. Practice handling diverse scenarios through role-plays. 4. Train in empathetic, non-judgmental active listening. 5. Foster understanding of different cultural norms. 6. Establish clear guidelines and designate resources for handling sensitive topics. 7. Encourage ongoing learning and adaptation in DEI. 8. Create avenues for constructive feedback and learning from experiences.

A team to handle sensitive diversity and inclusion should be very shrewd always and should be mindfull and compassionate. Should be good at Active listening, awareness and understanding the spectrum of people. Aware about Dos and don'ts during interaction. Usage of inclusive words "Hello Everyone" can help. We may collect details from the clients with a standard format to understand the spectrum of people we are going to connect with and communicate with them in a group and in person can help. Ever team member is matured enough to adopt inclusive mindset. They should be aware about their personal intentional/unintentional biases and should be able to manage them throughout the process carefully. Need to prepare a team in this way.

There are sveral aspects to look into. However, one should have good understanding about the geography and the diverse culture and should also share some key insights about his/her own culture. Small talks is the key. Thats how both will learn more about each other and strong client relationships can be build.

DIVERSITY, EQUITY, and INCLUSION can be a natural way of life when all of us continue to invest our energies and remain dedicated to creating Awareness and Advocacy about marginalized communities not limiting to the LGBTQIA+ and the Specially Abled (DIVYANGJAN), but appreciating, understanding and respecting each individual and creating an ALL INCLUSIVE SAFE SPACE for ALL. Every organization must include a sensitization program as part of the orientation program during the recruitment and onboarding phase of their Team members to ensure Acceptance of ALL.

Personal beliefs are, as the name states: "personal" so they have no place in the business environment. Both partners should be aware and mindful of the other's beliefs and try to avoid steering the conversation in a zone where these would need to be discussed/debated. As long as we can respect eachother as individuals and understand that we come together for a common business purpose, everything should be fine.

Diversity and inclusion (D&I) should be a natural by-product of how a team engages with a client. By that, I mean that it is not a separate capability but rather a standard product of your delivery solutions and products. If a client wants to really understand how you manage D&I, I would suggest showing a copy of your internal training processes and the internal escalation process for issue management along with the client.

DEI along with unconsciousness bias training can go a long way to help individuals learn more and be more accepting of our differences. We live in a diverse world. If we celebrate our differences we would find success. It defines was the situation for two years with the pandemic. We flourish during those days. When we stop judging people with preconceived assumptions we not only build trust and better relationships we learn the value of each person. We will have a more positive outcome. The success of any BPO program is all about people, trust and complimented with technology.

To adeptly navigate sensitive diversity and inclusion topics during client interactions, it's crucial to cultivate a deep understanding of the client's organizational culture, values, and sensitivities. Equip your team with comprehensive training on cultural competency and effective communication. Foster an inclusive team culture that values diverse perspectives. Encourage active listening and empathy to build rapport. Prioritize ongoing education to stay current on evolving diversity issues. Foster an environment where team members feel comfortable seeking guidance and support. By aligning with the client's ethos and fostering an inclusive team, you'll create a foundation for navigating these discussions with tact and respect.

I never end up in conversations involving diversity and inclusion topics. Perhaps it is because I have no agenda when I talk to people. I let them drive the conversation while I listen and take notes. Conversations are all about them. I am just a servant looking to be a resource in any way that can create a positive impact for them. I think when conversations are all about them, and not about us, build the best relationships and outcomes.

There is a very thin line between agreeing to a customer perspective and being judgemental. One should use appropriate vocabulary to address such matters

To navigate sensitive diversity and inclusion topics during client interactions, ensure your team is well-versed in cultural competence. Foster a culture of open dialogue and continuous learning. Emphasize active listening; encourage team members to understand diverse perspectives before responding. Provide regular training on diversity, equity, and inclusion to enhance awareness. Equip them with communication tools to address discomfort gracefully and redirect conversations positively. Foster an inclusive environment where team members feel comfortable expressing concerns and seeking guidance. Ultimately, creating a team that embodies empathy and embraces diversity will enhance client interactions and build lasting relationships

This skill entails not just hearing but fully absorbing your client's words, displaying genuine interest, and empathizing. Elevate the conversation by posing open-ended questions, confirming your understanding through paraphrasing or summarizing. Active listening isn't merely a technique; it's the linchpin for fostering rapport and trust. By attuning yourself to your client's concerns, you not only avert interruptions and judgments but also unearth potential issues. Steering clear of dismissive behaviors, active listening safeguards your relationship and fortifies your professional standing in the BPO realm.

Active listening is the cornerstone of effective communication and meaningful connections. It goes beyond just hearing words, it's about genuinely comprehending the speaker's perspective, emotions, and underlying message. By actively engaging in this process, we show respect, empathy, and a sincere interest in understanding others' viewpoints. Active listening fosters trust, enhances relationships, and encourages an environment where everyone feels valued and heard. It's a powerful tool that allows us to glean insights, resolve conflicts, and build bridges of understanding, ultimately paving the way for more meaningful and impactful interactions.

If the BPO service consists of performing for the client services that in another context the client himself would perform, active listening is a fundamental part of it, as well as the feedback of the service that is being offered at all times.

Preparing your team to handle sensitive diversity and inclusion topics during customer interactions involves fundamental steps. Firstly, offer consistent training on diversity and cultural sensitivity. Set clear guidelines for addressing sensitive issues, promoting a culture of respect and acceptance. Encourage active listening and constructive feedback among team members. Stay updated on trends and best practices in this area, allowing for adaptations as needed. These actions will help create a more inclusive environment, and the team will be better equipped to address these sensitive topics with customers.

Ensure that your team is proficient in the languages commonly used in client interactions. Miscommunications can arise from language differences, so language training and proficiency assessments are important.

Certa vez fui realizar um projeto junto a um grupo bastante heterogêneo e dentre as pessoas do grupo havia uma que não possuía uma estética binária e nem tampouco elementos que pudessem deixar clara a forma como ela preferia ser tratada. Aguardei para ouvir como outras pessoas se referiam a ela e a chamavam. Após ouvir, eu lhe perguntei como gostaria de ser chamada e o que poderia doer nela. Ela me agradeceu e disse que passava por dificuldades com relação a isso diariamente, pois normalmente não lhe perguntavam essas questões básicas.

Responding respectfully to sensitive diversity and inclusion topics requires a combination of empathy, cultural competence, and effective communication, not just during client interactions but otherwise in any situation. Few things that the team can keep in mind and do: 1. Listen actively to the client's concerns, experiences, and perspectives and demonstrate genuine interest and make an effort to understand their point of view. 2. Help your team understand and appreciate the diverse experiences and backgrounds of clients. 3. Stay calm and composed 4. Be mindful of the words and phrases, and avoid language that others may consider offensive. Each client interaction is unique, and there may not be a one-size-fits-all approach.

As a senior manager, I recommend fostering a culture of open dialogue within the team. Conduct regular training sessions on diversity and inclusion, emphasizing active listening and empathy. Encourage team members to educate themselves on various perspectives and sensitivities. Develop a set of guidelines or protocols for handling sensitive topics during client interactions, emphasizing respect and inclusivity. Foster an environment where team members feel comfortable seeking guidance or expressing concerns. Emphasize the importance of maintaining a professional and unbiased approach, ensuring that everyone understands the significance of diversity and inclusion in our client interactions

This is a big one. Authentic and dispassionate sometimes is the right way. Definitely treat people with courtesy and respect, as professionalism is long remembered no matter what your personal views were. Being kind and considered and articulate is mandatory I'd say. Ultimately, collective humanity and inclusion is more important than individual opinions and beliefs. If you do not like something you certainly have a choice to excuse yourself. Being able to entertain two opposing ideas, at the same time, without accepting either, is the measure of emotional and intellectual maturity.

Responding with respect is something obvious in any professional relationship, however, it should not be confused with always answering with a “yes” or not questioning those questions or requests that the client makes.

To prepare your team to handle sensitive diversity and inclusion topics during customer interactions: - Conduct training for awareness about diversity and inclusion. - Establish clear policies and guidelines to address these issues. - Practice simulated scenarios and promote empathetic communication. - Encourage continuous learning through feedback and support. - Foster a culture of respect and inclusion within the company. These actions will help the team respond respectfully, aligned with the company's values, and handle diversity and inclusion situations with sensitivity and professionalism when interacting with customers.

Já é de praxe que não devemos comentar sobre a estética, o comportamento ou qualquer outro tópico acerca de outra pessoa sem que tenha sido solicitada uma opinião. Ainda assim, sendo solicitada, pense bem se a sua resposta irá surtir algum efeito acerca daquele contexto. Por fim, evite, inclusive, brincadeiras ou "piadas" auto depreciativas usando situações que ofendem ou minimizam grupos. Ex.: falar que está gordo como fulano, fazer piadas com idade, piadas com cor, piadas com gênero etc.

Para se ter respostas inclusivas para com as pessoas, é necessário antes de mais nada, se conhecer. Na nossa sociedade, o preconceito enraizado e estrutural modula a forma como nos portamos e respondemos, diante disso precisamos passar pelo seguinte processo: viés inconsciente > viés consciente > ação consciente > ação inconsciente. Dessa forma, ao se prepararem para serem pessoas inclusivas, as pessoas trarão respostas inclusivas de forma inconsciente

Fale na primeira pessoa, não na segunda – Falem por si e prefiram trazer o que sentiram ou sentem diante de uma situação em vez de trazer o que a outra pessoa pode mudar. Além disso, admita os erros. Em uma situação não existe ninguém 100% certo e ninguém 100% errado, até porque existe muito mais além do conteúdo de um debate: existem o tom, as palavras, o contexto, a perspectiva, a receptividade das partes diante da opinião da outra parte etc

É necessário se conhecer para saber quando se está em um momento mais propenso a ter mais ou menos paciência, tolerância e impulsividade. Ou seja, se a fome, por exemplo, desestabiliza você, não vá para um diálogo com fome. Se o caso for com o sono, proceda da mesma forma. Apenas não se coloque em situações de risco de perder a razoabilidade

Following a client discussion centering around a sensitive diversity and inclusion topic, it's pivotal to proactively gather feedback from the client, supervisor, and peers. This feedback loop serves as a valuable mirror, allowing a nuanced evaluation of your performance, uncovering strengths, pinpointing areas for improvement, and distilling lessons from both successes and missteps. Ensure the feedback is tailored, concentrating on behaviors and outcomes rather than personal attributes. This dual feedback approach not only fuels individual growth but fosters a collaborative environment, enriching the collective skill set of the team.

Without feedback, there is no growth. Simple. It’s a simple rule to say but not always easy to apply. The BPO is service + feedback.

Gosto muito de usar as pesquisas de satisfação anonimizadas. Às vezes as pessoas não se sentem tão confortáveis em trazer feedbacks diante da pessoa ouvindo, mas escrevendo após a interação elas trazem detalhes mais importantes e genuínos. Além disso, os feedbacks podem ser não apenas em formato de respostas diretas, mas ao longo de uma interação, as expressões corporais, o quanto estão abertas a escutar e entrar em acordo. Tudo isso faz parte do quanto você está se posicionando de forma respeitosa quanto à singularidade de cada indivíduo.

Faça muitas perguntas esclarecedoras – Para que a comunicação seja efetiva, não podem restar dúvidas ou permanecer um ambiente dúbio. É melhor que haja o risco de redundância que haja o risco de interpretação incorreta, informação errada e conclusões infundadas. Além disso, traga feedbacks às pessoas sempre que possível, pois assim todas as pessoas ao redor irão crescer.

Escute. Escute conversas informais, perceba expressões faciais e corporais, faça perguntas buscando feedback, mesmo que soe redundante. Saber se está indo pela direção correta é extremamente importante para evoluir

Lifelong Learning é eficaz em vários temas, e não seria diferente com D&I. Estar atualizado sobre legislação, conduta, ética, tendências do mercado de consumo, produtos e serviços é primordial. Para isso pode-se conduzir à uma prática de aprendizagem self Learning ou a partir de ações promovidas pela empresa através da elaboração e disponibilização de trilhas de aprendizagem focadas no tema, abertas à debates por fórum ou blog ou ainda encontros presenciais. Estimular a diversidade e inclusão em todos os patamares da empresa com políticas intencionais eficazes de contratação e desenvolvimento!

Foster a culture of continuous learning by encouraging your team to regularly engage in D&I webinars, workshops, and other educational opportunities. This keeps them informed about best practices and emerging trends.

Como consultor de Diversidade, estou constantemente aprendendo, seja em filmes, livros, palestras, artigos, músicas e até mesmo em conversas do dia a dia e no convívio com outras pessoas. Seguem aqui alguns dos últimos livros que li para poder ajudar vocês: - O Pacto da Branquitude - Cida Bento - Rápido e Devagar: Duas formas de Pensar - Daniel Kahneman - Diversidade e Inclusão e suas Dimensões (volume I e volume II)- Luciano Amato

A sociedade muda a todo momento, as necessidades das pessoas, a liberdade que as pessoas possuem para ser elas mesmas... Tudo isso está em constante mudança e evolução, dessa forma, é essencial que permaneçamos nos atualizando dos temas diariamente. Lidar com pessoas é lidar com mudanças de padrão de comportamento com frequência. Mantenha ao redor especialistas no tema, busque ler seus artigos, ouvir podcasts e assistir a vídeos para poder formular a própria opinião.

The behavior of leaders in the organization is also a great way to make people aware. Deliberate intentions and efforts, employee orientation on different cultures and being inclusive, helping employees be aware of unconscious biases will help promote diverse, equitable and inclusive culture. A holistic inclusive experience to be created for employees and clients.

At the heart of driving inclusion is the ability and intent to acknowledge our deep rooted biases, which may be conscious or unconscious and then try to drive an awareness of intersectionality that can help narrow divisions and differences.

Start with your leaders was an old adage handed down to me from my boss just retiring. whilst leaders then by thought and action permeate a culture of inclusiveness, reinforcement and constant monitoring and celebrations bring and drive inclusivity

Sharing a different perspective to Inclusion - Inclusion is when we create a safe space to contribute and to share our perspectives irrespective of who the chair is. Inclusion is when a good idea is communicated and accepted without being interrupted by anyone's ego. It is built upon or may be dwelled upon, may be tried and then further changed or politely declined but not outright rejected. Inclusion is when the idea is heard not who n which clan is sharing..!!!

Keep your team informed about global events and cultural trends that may impact client interactions. Regular updates can help your team stay current and adapt to evolving expectations.

Foi-se o tempo em que ser uma organização inclusiva consistia em "apenas" respeitar a existência de pessoas diversas. Hoje em dia é necessário se posicionar. Como sabiamente Desmond Tutu trouxe, "se você fica neutro em situações de injustiça, automaticamente você está do lado do opressor". A injustiça ocorre diariamente com o racismo estrutural, as leis com cunho homofóbico, o machismo existente etc. Nesse sentido, é necessário agir, promover ações suas e de sua equipe voltadas para a erradicação dos preconceitos existentes dentro e fora da organização.

There is no need to prepare separately for a discussion with the customer on diversity and inclusion, instead design the fabric of team in a such a way that it's a way of life at office. 1) Before building a team be thoughtful enough to create team composition that promotes diversity and inclusion. 2) Raise the resource requirements accordingly 3) Plan for their induction and training to incorporate all the necessary enablers 4) Set the diverse and inclusive team for success 5) Be at ease and natural self in meetings with customers or anyone else when these topics occur

1. Offering comprehensive DEI training focusing on cultural sensitivity and bias awareness. 2. Establishing clear communication guidelines emphasizing respectful language and empathy. 3. Using role-playing exercises to simulate real scenarios and practice appropriate responses. 4. Encouraging open dialogue, regular review sessions, and support structures for ongoing guidance and learning. These steps will equip your team to navigate sensitive discussions professionally and inclusively.

One thing that would be helpful post all training and feedback to employees, they should also be patted on the back and recognized if they do a go job on inclusion and diversity with their clients If a negative feedback is received from client on cultural matters then the employee should be properly coached and should not repraminded for the incident.

In my view ..it's about walking the talk on all of these aspects ...otherwise it will just remain as statements on the walls. When you walk the talk, it will be visible and palpable and whosoever is part of that environment will notice the changes as it relates to an inclusive and diverse Culture ..So no need to exclusively call it out is what I would opine ..

Build a 'RESPECT mindset'. As an individual do you respect other humans. The real backbone of equality, diversity, sensitivity to gender etc is our ability to look at colleagues, subordinates and bosses as humans. If we learn and practice to respect everyone at all times then we do not need to lead a dual life of being respectful to only clients n bosses. Respect all, even family. This can further show in our mindset towards work, towards team members, towards the organisation and most important, towards the clients.

Uma dica que sempre uso em minhas conversas enquanto profissional de RH é: sempre vá aberto a mudar a sua opinião. Muitas vezes nós formamos opiniões com base nas informações que temos (o que é normal), porém, nem sempre essas informações são consistentes com a verdade. Muitas vezes temos informações incompletas ou incorretas, o que nos traz conclusões errôneas. Ouvir é uma das armas mais poderosas contra o preconceito, contra a discriminação e voltada para a solução de problemas.