Nina has started work at a medium-sized call centre, BluePeak Assist, that supports customers across Australia. The workforce includes people of different ages, cultures and languages, and several employees who use assistive technology. BluePeak recently introduced a new quality-assurance process: each week, supervisors select five recorded calls per employee and provide written feedback.
During a team meeting, the supervisor says: “To be fair, we’ll use the same expectations and the same feedback wording for everyone. People need to fit our culture.” After the meeting, Nina notices two things:
BluePeak’s staff handbook includes the statement: “We value diversity and inclusion and expect respectful communication.”
Propose two practical strategies BluePeak could implement in its quality-assurance process to improve inclusion while keeping performance standards high. For each strategy, briefly explain how it addresses a barrier shown in the scenario.
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Create Free Account Log inThis is a free VCE Units 3 & 4 VM Work Related Skills practice question worth 5 marks, testing your understanding of Workplace diversity and inclusion. It falls under Workplace wellbeing and personal accountability in Unit 3: VM Work Related Skills Unit 3: Industrial relations, workplace environment and practice. Submit your answer above to receive instant AI-powered marking and personalised feedback.
This unit focuses on the core elements of a healthy, collaborative, inclusive and harmonious workplace and is separated into three main areas: wellbeing, culture and the employee-employer relationship; workplace relations; and communication and collaboration. Students will learn how to maintain positive working relationships with colleagues and employers, understanding the characteristics of a positive workplace culture and its relationship to business success. They will investigate key areas relating to workplace relations including methods for determining pay and conditions, workplace bullying, workplace discrimination, workplace harassment and dispute resolution. Students will discover how teamwork and communication skills contribute to healthy, collegiate and productive workplaces.
In this area of study students will be introduced to the features and characteristics of a healthy, collaborative and harmonious workplace. They will examine the concept of culture and consider the characteristics of work-life balance. Students will analyse the interconnection between employee and employer expectations and understand the importance of diversity and inclusion in the workplace. They will apply their understanding of workplace wellbeing to simulated workplace scenarios and real-life case studies. On completion of this unit the student should be able to analyse and evaluate the characteristics of a healthy, collaborative, cooperative and harmonious workplace and identify and explain strategies to contribute to a healthy workplace environment.
diversity and inclusion in the workplace
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