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 Diversity & Inclusion
Bias costs organizations billions in lost productivity, high turnover, and low morale, not to mention the risk of expensive litigation.
Course Package includes:
 Best-Seller! This program is a 2 DVD set that includes the following programs: Harassment & Diversity: Respecting Differences — Manager Version (20 minutes) Harassment & Diversity: Respecting Differences — Employee Version(16 minutes)
A single legal claim arising out of employment issues can cost an employer $750,000. That "price tag" includes the average recovery of the successful plaintiff, attorneys' fees awarded by law to successful plaintiff's attorneys, and attorneys' fees paid to defend the claim.
 For the first time in history, there are four generations in the workplace at the same time. Each of these age groups has different expectations and different demands, and employers who cannot recognize these will lose their best employees and see their workplaces in turmoil. In this scenario-based sequel to the best-seller Mixing Four Generations in the Workplace, Cam Marston helps supervisors and managers learn the techniques needed to handle cross-generational communications problems, avoid conflict, and maximize performance. By the end of this program, participants will be able to:
DVD includes: Program One - Learning How to Gen-Flex - 21 Minutes
For the first time, we have as many as five different generations together in the workplace. Please Respect My Generation! bridges the gap between them and shows audiences how to avoid conflict and increase productivity in their generationally diverse workplace. By learning about life experiences, values, and ideas of all five generations, participants gain a better understanding of their coworkers as it relates to their own experience and behavior. For example, learn what our newest generation, Generation 9/11, and our oldest, the Traditionals, have in common. Both managers and employees will gain insight and learn simple dos and don'ts when dealing with coworkers of different generations. All five generations discuss their own generational traits and that of their coworkers. Learn to communicate better, deal with change, increase productivity, and develop a more respectful workplace. Please Respect My Generation! 5 Generations at Work integrates respect and unity at work for people at all stages of life. Key Learning Points:
DVD which includes Meeting Opener, Facilitator's Guide and Reproducible Participant Materials plus Customizable PowerPoint Presentation on CD-ROM. 23 minutes
 Best-Seller! The 50 activities in this resource book has been tested with hundreds of participants to ensure their appropriateness and effectiveness for a variety of diversity training needs. Employees at all levels will be stimulated by interactively learning about cultural and gender differences and mastering new skills for communicating more effectively in our diverse workplaces.
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Training Methods
Includes: 300 Pages, 3-Ring Binder
Length: 19 minutes This highly-recommended course will help your staff understand what cultural competency means and what constitutes a culture. They will recognize that being sensitive to other cultures will help them interact smoothly with their patients. They will also learn the five steps of problem-solving, namely: gather information; assess understanding; give explanations not orders; be sensitive to the patient's situation; and summarize and explain the next step. Added features and benefits of DVD training include:
 This program is also available for online training - learn more! What do you do if someone you care about is the target of demeaning stereotypes? What if you are being demeaned or stereotyped? How often do you speak up on behalf of respect? This new program, based on the book by Leslie Aguilar, can be used for training on Diversity & Inclusion, Communication, Teamwork and Leadership. Why is OUCH! important? Staying silent in the face of demeaning comments, stereotypes or bias allows these attitudes and behaviors to thrive. This undermines our ability to create an inclusive workplace where all employees are welcomed, treated with respect and able to do their best work. Yet, most employees and leaders who want to speak up don't know how. So, we say nothing. What Does OUCH! do? In a unique and powerful way, viewers will experience the impact of stereotypical comments, explore why people don't speak up against stereotypes and other biased behaviors, and learn six techniques for speaking up without blame or guilt. OUCH! Learning Objectives:
Program includes: 12 minute DVD or VHS video, Speaking Up Activity 5 min., OUCH! That Stereotype Hurts with vignettes 13 min., CD-ROM with Leader's Guide, Powerpoint presentation, 1 OUCH! book and 10 OUCH! reminder cards
 Produced 2007
Generation conflict costs billions of dollars in lost productivity to organizations like yours worldwide - not to mention the incalculable effects on motivation and morale. Now there's help with generational expert Cam Marston's new DVD course, Mixing Four Generations in the Workplace. This program will educate and stimulate positive interaction among your people. It will also dramatically reduce workplace conflict and provide managers and supervisors with strategies for dealing with recruiting, retaining, and motivating, using the generational differences in a positive way. Key Learning Points:
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 Use this customer service DVD to teach your employees that all customers deserve equal treatment.
Your customers. Some are elderly. Some have different ethnic backgrounds. Some are from other countries. One thing they have in common, though, is that they all deserve the same level of service and respect. Yet, as well-publicized denial-of-service settlements have shown, sometimes customers do not receive equal treatment. This customer service DVD helps you create a culture of inclusiveness in every one of your locations. It makes the point that every customer deserves excellent customer service—regardless of age, ethnicity or national origin. Help ensure that your employees understand that even the slightest discrimination against customers will not be tolerated.
An outstanding source for training activties relating to employee empowerment. Today most executives and managers need to have an international business and cross-cultural perspective. 50 Activities for Achieving Cultural Competence includes 50 training activities and self-development exercises to prepare your personnel for international assignments and develop better understanding of cross-cultural communication. Compiled by a team of experts from around the world, these ready-to-use activities have been tested and refined for a wide variety of international businesses and organizations. They are ideal for both preparing people to work, market, negotiate, and otherwise do business with people in Asia, Latin America, and Europe and for preparing foreign nationals to work in the United
 Produced - 2008 Free Online Preview The "little things" are behaviors we all use, intentionally and unintentionally. They can make our organizations highly productive or erode their power, innovation and productivity. Designed by a pioneer in the field of diversity and inclusion, Little Things Mean A Lot™ shows how the ways we value and devalue our colleagues impact our workplace and its effectiveness. This program combines a compelling business case with practical strategies individuals, teams and leaders can use to counter microinequities while building high performance work environments. Learning Objectives:
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Brigid Moynahan, founder of The Next Level, Inc., has designed and delivered more than 800 corporate programs in the US and internationally. A pioneer in addressing inclusion issues in organizations, her work has been profiled in Working Woman Magazine, Chief Learning Officer, Diversity, Inc., the Wall Street Journal, the Catalyst Awards and the Conference Board.
 Produced - 2009 Learn more about Ouch! Your Silence Hurts Online Course Ouch! Your Silence Hurts challenges viewers by asking, "How will you personally respond next time you witness somebody being treated with disrespect? You have a choice: Passive Bystander or Pro-active Ally." In a powerful and compelling way, this 9-minute video motivates bystanders to use their voice to speak up for respect on behalf of someone else. Ouch! Your Silence Hurts will continue the conversation that OUCH! That Stereotype Hurts started. Ouch! Your Silence Hurts goes more deeply into the impact of the silent bystander. Here's a few of our first reviews: "I have one word, FABULOUS!!! This video gives real, gut-wrenching examples of individuals and situations. Most mportant, it challenges people and gives them the idea that they have the ability to confront stereotypes by showing them how. Ouch! will be so helpful because most people want to do something but don’t know what or how." Includes:
 Everyone who speaks has an accent. The issue is how far you stray from the standard language of your region or occupation. The subtle but compelling conclusions people reach about you, based on the way you speak, result in profound economic consequences both for yourself and for your organization. Increased awareness of the evolution and importance of language helps you understand the impressions you form of others. Using American English as an example, Dr. Baugh emphasizes the need to build tolerance of variations in dialect and language use.
 Best-Seller! Who said you shouldn’t sweat the small stuff? What if those small things undermined morale and reduced productivity? This diversity program, Drop by Drop, demonstrates how the small slights, subtle discriminations and tiny injustices can add up to big problems in your workplace! These little negative gestures are called “micro-inequities” and they occur in organizations every day. These small communications of disrespect, prejudice and inequality aren’t overt, but they can be incredibly destructive. A poison in the workplace that isn’t delivered in a bucket, but takes its toll drop by drop. The program opens with an unhappy ending – the resignation of a frustrated employee. We then explore the workplace responsible for creating this situation. The program’s host engages and challenges the viewer with his strange perspective on our insensitive behaviors. He walks us through several examples of micro-inequities that could easily be avoided and then shares the key concepts for creating an inclusive and productive work environment: Put a stop to the disrespectful little “paper cuts” co-workers unknowingly inflict upon each other. Raise awareness and emphasize the importance of maintaining a thoughtful and respectful workplace with Drop by Drop. Key Learning Points:
Includes: A 19 minute DVD (English and Spanish versions – many also include Portuguese), comprehensive leader’s guide, PowerPoint Presentation on CD-ROM and Drop by Drop Handbook
 Best-Seller! The Diversity and Cultural Awareness Profile will help individuals understand how much awareness and commitment exists towards the diversity of individuals and different backgrounds in their organization. More About the Diagnostic Assessments When individuals or organizations face significant situations or challenges, one of the first priorities is to understand the issues involved and to work out what needs to be done. In many cases, we do not need any formal assistance to help this process and can think our way through the steps that seem to be most appropriate. However, on occasion the issues or the problems may not be entirely clear and a structured approach can help considerably. To meet this need, here is a simple and easy-to-use but comprehensive diagnostic assessment profiles to help people understand their skills or the situations they face more effectively. HRD Press’ diagnostic assessments fall into three categories:
All of these assessments are described in detail on the subsequent pages. In most cases, assessments have comprehensive facilitator guides to explain the underlying structure of the profile and to help facilitators to provide structured feedback. Person and organization assessments also have detailed coaching guides which provide practical “how to” tips on each question in the relevant profile.
 This program is also available for online training -- See details below. Customer service interactions can be complex under the best of conditions. Add issues of language, race, gender, religion, age or disability into the mix, and we often find otherwise competent employees acting in ways ranging from mildly inappropriate to inexcusably rude. The customer demographics for most organizations are changing in such a way as to increase the diversity of the populations we serve. This makes it imperative that we improve our customer service training so as to prepare employees to meet the challenges this diversity can present. Simple platitudes about the customer being "number one" or providing "first class service" are not enough. We must work on the values and skills employees need to meet or exceed the expectations of ALL their customers. The 5 Values of GREAT Customer Service presents a values-based training approach to meeting this challenge. The program component, when taken together with the exercises and activities in the facilitation guide, offers a comprehensive approach to developing customer service relationships built on a foundation of respect. By viewing the program and working through the support materials, participants will...
Program Includes: A 24 minute DVD or VHS, Facilitator's Guide and reproducable handouts. Online Training Option: This program is also available over the web or over your company’s network. This option makes it is easy for you to deliver video to any employee’s desktop at any location with web access. The online program includes:
 This program is also available for online training. See details below. What makes Generation Y different? What experiences have influenced their attitudes, values and work styles? What do they need to be successful at work? How can organizations engage and inspire them to maximize their impact and productivity? These questions are becoming increasingly important as the largest generation in history begins entering the workforce. In the next few years, Gen Y will constitute 38% of all employees. They are smart, adaptable, energetic, skilled and eager to make their mark. At the same time, these young people do things differently and enter the world of employment with great expectations and a culture that may be unfamiliar to many of us. Program Contents
Support Materials - A comprehensive facilitation package accompanies the program and includes a facilitator’s guide, PowerPoint slides, reproducible handouts and program transcripts.
Online Streamed Video Training Option Includes:
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 As the American workforce continues to reflect our increasingly diverse population, organizations must make diversity more than a buzzword or a recruiting tactic. There is no specific diversity training required by law. However, best practices indicate that diversity training is essential given today’s increasingly diverse workforce. Because supervisors play a key role in making diversity part of the organizational culture and operations, they need information and training on it. This new Click 'n Train PowerPoint® presentation trains supervisors on what diversity means, why it is important and how it works. Diversity - Legal Basics for Supervisors includes:
 Produced - 2005 This program is also available for online training – learn more What is courteous in one culture, may be disastrously discourteous in another! Learn how to satisfy the different expectations of customers with this video designed to help employees provide effective customer service to all external multicultural customers --face-to-face and on the telephone. It offers over twenty strategies to help people adapt their traditional customer service skills to domestic and international customers of all cultures. In addition to some basic interpersonal skills, the video offers specific techniques to help talk to customers who have a heavy accent or who may not be fluent in their language. Duration: 20 minutes
 It is predicted that by the year 2020, 25% of the U.S. population will be of Spanish origin, making Spanish an extremely important language to become conversant in. This multimedia training will teach you some simple buzz words that you can use on your next shift. Survival and safety words and phrases are the focus.
 Spend the afternoon in almost any hospital and you'll discover the challenges of providing - and receiving - medical care in this increasingly diverse era. That's the lesson delivered in Patient Diversity: Beyond the Vital Signs. You'll witness the valiant, yet often flawed attempts of nurses, orderlies and doctors to find a course of treatment for patients whose cultural beliefs toward medicine they do not understand. This lack of understanding not only hampers communication, it delays proper treatment. Patient Diversity clearly illustrates the importance of learning about your patient population: their belief systems, folk medicine, lore, even those things that dictate how they respond to pain and medical care. Take, for instance, Mr. Lopez, who is quite vocal about his post-surgical pain. Nurses pay less attention to his moans, believing that, as a Latino, he will naturally respond this way to discomfort. When a doctor does finally examine him, it is clear he is suffering from internal bleeding at the site of his incision. Or what about Mrs. Humphreys, who refuses medical care because she believes God is punishing her and medical intervention is useless? Trying to convince her that the hospital's tests are her only alternative does no good. What does? Approaching her with understanding: offering to phone her minister, encouraging her to see that perhaps God wishes her to have the help of this hospital's resources. These and other poignant scenes examine the concerns faced in healthcare delivery every day. And though the challenges, patients and solutions are highly diverse, the basic principles are not. Participants will learn they must:
With our communities becoming more global every day, there is no better time for Patient Diversity: Beyond the Vital Signs. Program includes - 18 minute VHS or DVD and leaders guide. Online Training Option:
 New 2008 Release! Diversity: Face to Face is an innovative and unique training program that explores four main aspects of diversity in the workplace—stereotypes, similarities, unity and benefits—by listening to the stories and thoughts of characters who actually live and work in a diverse world. Through their eyes, we learn why diversity is so important, and are given the definitions and tools to understand more deeply our own roles in diverse workplaces, from smaller organizations to larger corporations. Everyone plays an important part in the complex mosaic that is our diverse world. Includes 4 minutes opener/closer - Opening Lines: Facing Diversity Key Learning Points
Program Includes: DVD includes full length program plus OpeningLines: Facing Diversity (opener/closer), Leader's Guide, Reproducible Participant Materials, PowerPoint Presentation on CD-Rom and 25 Pocket Reminder Cards Length: 18 minutes plus 4 minute opener/closer
What is Cultural Competency? In simple terms, it’s medicine at its best: patient-centered care. Healthcare providers who are sensitive to the cultural and religious beliefs of the communities they serve, particularly surrounding health and illness, provide patient-centered care. It’s considered 'cultural competency' and it’s a regulation in hospitals around the country. This program is designed to address the delicate nature of cultural competency. Trains healthcare professionals about patient assessment tools that allows employees to explain illnesses and treatment, identify healing, negotiate treatment, intervene and collaborate with patient family members Realistic healthcare scenarios representing many different cultures and beliefs Additional content and insights to enhance the comprehension and retention of this critical information Added features and benefits of DVD training include:
 Men and women live in different cultures. As a result they have different rules regarding what is considered "appropriate" adult behavior. Unfortunately neither gender is aware of these disparate norms and rules and often misread what is being communicated. Women may see men as belligerent and insensitive. Men often see women as over-emotional. What they don't understand is that both men and women are doing what works in their own culture. Unfortunately, the same behavior can backfire across culture. Consequently, what seems natural to one gender culture can seem mysterious and baffling to the other. In her thoughtful and lively presentation Dr. Heim will explain some of the different rules of the male and female cultures and help viewers understand and learn to improve workplace communication between men and women instead of placing the blame on either gender. Duration: (43 min)
 Best-Seller This easy-to-follow program that features a series of workplace vignettes that illustrate disrespectful behavior and how to correct it. Both employees and managers will be able to use the seven commonsense "Guidelines" to discuss issues of respect in a diverse workplace as it relates to their own experience and behavior. The "Guidelines" are further broken down into "Simple Steps," which makes this an especially effective and user-friendly program. The vignettes include healthcare, manufacturing, retail, and office settings. Key Learning Points:
Program Includes: A 25 Minute DVD, Meeting Opener video on DVD, Vignettes only version, Leader’s Guide, Reproducible Participants Materials, PowerPoint Presentation on CD-ROM, Self-Study Overview CD-ROM and 50 “Simple Steps” Reminder Cards
 This program is also available for online training. See details below. Request a free online preview! Through a series of short dramatizations this unique series explores the rules and techniques that distinguish a Dialogue from other forms of communication, such as debate or negotiation. The series examines how we can surface the often unspoken assumptions, in ourselves and in others, that can stand in the way of effective organizational communication. In so doing we build mutual trust and respect. Each program in the series can stand alone and may be licensed separately. There are volume discounts if you license the entire series or multiple copies of any program. Program Contents: Communicating in a Diverse World. Overview. What is dialogue - contrasting debate and dialogue. Initiating Dialogue - how to do it, where to do it. The skills of Dialogue - Suspension (of judgment, decision making and status); Listening (with empathy, for understanding, showing you care); Discovery (uncovering and sharing hidden assumptions in yourself and others). Includes a dramatization of how Dialogue helps us communicate across job functions, helping improve relations between people at different levels within the organization as well as between different departments or areas of expertise. (25 minutes) Dialogue for Cultural Understanding. We apply the skills of dialogue outlined in Program 1 to challenges faced in culturally diverse work environments. We see a dramatization that demonstrates how dialogue can be used to open communication, uncover hidden assumptions, break down stereotypes and facilitate more productive relationships. (24 minutes) Dialogue between Genders. A dramatized dialogue shows us how the skills we learned in Program 1 can be used to overcome misunderstandings, break down gender stereotypes and improve communications between men and women at work. (21 minutes) Dialogue among Generations. We demonstrate how the skills of dialogue can be used to bridge the personal and professional style differences that exist between employees of different ages. We uncover how divergent personal and world views common to people of different generations can lead to misunderstandings and distrust and how dialogue can help overcome age barriers and build more productive workplace relationships. (24 minutes) Program includes: A comprehensive facilitation guide, reproducible handouts and PowerPoint slides for classroom presentation.
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Free Online Preview Program Highlights:
Dr. Carstensen, author of A Long Bright Future, is Professor of Psychology and founding director of the Stanford Center on Longevity. For more than twenty years her research has been supported by the National Institute on Aging. She received her BS from the University of Rochester and her PhD in Clinical Psychology from West Virginia University.
 4-Program Set This series takes an interactive approach to supervisor training and uses real-world examples and scenarios to illustrate a variety of HR situations. The unique format challenges supervisors to determine if situations were handled correctly or if there was a better way to respond. It also encourages them to transfer what they've learned to practical applications in their own jobs. Available on DVD and VHS, the Ready Response series includes ...
Each supervisor training program comes with the following:
 America's primary labor supply for the next decade -- mostly in their teens and twenties -- represents the smallest population group in U.S. history and the thinnest pool of entry level workers in modern times. There simply are not enough of them to go around, particularly in the service industries. And every time a business loses an employee, the high cost fo attracting, hiring and training a replacement cuts into the profit margin. Claire Raines is the nation's leading expert on Generation X. In this video, she will give you new information about generation X workers... who they are, what makes them different and how to develop successful ways of working with them.
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