Engaging with staff and customers

Sesiwn 3 / Session 3
Sector Preifat – Cynnwys staff a
chwsmeriaid
Private Sector - Engaging with
staff and customers
Session outline
11:30
11:35
11:45
12:00
12:35
12:45
Welcome & introductions
Session overview (Stonewall)
Business case (EY)
Discussion (all)
Summary
End
Discussion aims
• How to improve communication with staff
based in Wales
• Engaging with a dispersed workforce
• Staff and customers
Why is sexual orientation relevant?
Cost
Disengaged
1 in 4 LGB staff not out
Engaging everybody…
Performance
Engagement
Inclusion
Employer of choice
LGBT
networks
Global
mobility
Ability to be
yourself
Commercial advantage
UK LGB wealth - £81
billion
Three in five more likely to
buy from gay-friendly
organisations
68% of top employers also
tailor products and
services to LGB people
Case study - Barclays
Case study - RBS
Best practice summary
 Clearly define the vision for both employee and
customer engagement
 Consult LGBT people throughout
 LGBT staff networks are vital resource
 Brief key staff before beginning external work
 Plan consistent activity
 Don’t neglect other diversity strands
 Celebrate success
Diversity and Inclusiveness
Contributing to improved performance by all
Stonewall Cymru Workplace Conference
24 October 2014
Who are we?
►
►
►
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24 October 2014
Global professional services
firm
190,000 people
Over 150 countries
Stonewall Cymru Workplace Conference
What do we mean by Diversity and
Inclusiveness (D&I)?
►
Diversity is about differences.
►
Inclusiveness is about leveraging these
differences to achieve better business results.
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24 October 2014
Stonewall Cymru Workplace Conference
Why is there value in diversity?
►
We are consistently operating in diverse environments
► Large multinational businesses
► Individuals working internationally to gain different experiences
► Those we interact with day-to-day are from a variety of
backgrounds and cultures, with a wide range of education and
experiences
“We purposely put teams together of
diverse people to create the
opportunity for innovation.”
Procter & Gamble CEO Bob McDonald
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24 October 2014
Stonewall Cymru Workplace Conference
Why is investing in D&I important?
►
Evidence shows that investing in ►
D&I can have positive impacts on
whole organisations, not just
minority groups, leading to higher
levels of engagement, retention
and productivity.
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24 October 2014
Not only will it make a difference
for your people, it will also
strengthen your brand in the
marketplace and deepen the
relationships you have with your
clients and stakeholders.
Stonewall Cymru Workplace Conference
Why is investing in D&I important?
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24 October 2014
Stonewall Cymru Workplace Conference
Diverse, well-managed teams are more
productive in the long run
►
Research shows
that diverse
teams, when wellmanaged,
outperform
homogeneous
teams in the longrun
►
Diverse teams
that aren’t
managed
effectively,
however, will
underperform
* Adapted by QED Consulting from “Unraveling the Diversity-Performance Link in Multicultural
Teams”, by Stahl, Maznevski, Voigt and Jonsen, INSEAD working paper 2007.”
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24 October 2014
Stonewall Cymru Workplace Conference
Using teams to drive superior corporate
performance
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24 October 2014
►
An EY survey of 821 global
executives representing 14
countries found that companies with
diverse teams report higher
earnings before interest, taxes etc.
►
61% said their teams have become
more diverse in composition.
►
85% agreed that inclusive
leadership, which attracts and
encourages diverse perspectives
and dissent, is an effective means of
improving team performance.
Stonewall Cymru Workplace Conference
Does having an engaged workforce really
see results?
►
►
At EY, employee engagement, driven in part by our people feeling
they can be themselves at work, has a strong relationship with
better business performance.
A study of EY businesses showed clear correlations between
increased engagement, retention and performance.
* 2013 EY Business Linkage Study
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24 October 2014
Stonewall Cymru Workplace Conference
Does having an engaged workforce really
see results? (cont.)
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24 October 2014
►
Our survey finds that companies that
say they are good at ensuring that
teams are comprised of individuals
from diverse backgrounds and
experiences tend to have higher
EBITDA growth rates.
►
Companies that have increased the
geographical distribution of teams have
experienced similar results.
Stonewall Cymru Workplace Conference
The key - Inclusive Leadership
Inclusive leaders...
► Seek, value and leverage different
perspectives
Think
inclusively
Learn
inclusively
IL
► Invite dissent and navigate the
inherent friction
► Make ‘difference’ safe, while actively
checking their own assumptions
► Recognize and transform ingroup/out-group dynamics
Act
inclusively
► Courageously work outside their
comfort zone doing what is often hard
and at times less efficient (in the short
term) than homogeneous teams
…and do it all with a global mindset.
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24 October 2014
Stonewall Cymru Workplace Conference
Thank you
Discussion aims
• How to improve communication with staff
based in Wales
• Engaging with a dispersed workforce
• Staff and customers

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