1. November 15, 2011 Society of Human Resource Management 1

2. Diversity is a state of being; inclusion is a state of mind. 2

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4. 4 The American labor force will become somewhat more brown and black in the next twenty years, but its most pervasive tint will be gray. Hudson Institute, Workforce 2020

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7.  Americans who are 70 years old grew up with a 5 to 1 ratio  Americans who are 40 years old grew up with a 3 to 1 ratio  Americans who are 10 years old are growing up with a 1.5 to 1 ratio 7 Source: U.S. Census, Statistical Abstract of the United State: 2002, Alex Ulanov, BCG analysis

8. INTERFERENCE Our own Other party 8 “Illusion of Objectivity” David Armour

9. High Performance Capacity Interference Knowledge 9

10. Automatic Pilot (Mindlessness) Repeated Messaging Possible Interference unconscious biases blind spots Stereotypes implicit prejudice + = 10

11. Interference Microinequities Microinequity, according to Sandler [1], refers to the ways in which individuals are "either singled out, or overlooked, ignored, or otherwise discounted" based on an unchangeable characteristic— race, gender, generation etc. A microinequity generally takes the form of a gesture, different kind of language, treatment, or even tone of voice. [1] 11

12. Generalizations – the act or process of generalizing; applicable to or characteristic of the majority of individuals involved; generally or widely understood; a statement or conclusion inferred from a set of descriptions, experiments or observations. Merriam Webster

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15. Cross-cultural competence builds from complete unawareness to automatic behavioral integration Unconscious Competence Conscious Competence Conscious Incompetence Unconscious Incompetence Continual cycle of learning each time a new culture is encountered Automatic Pilot Increase awareness about ourselves Increase awareness about others 15

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18. Don’t leave home without it… 18

19. Plop, plop, fizz, fizz… 19

20. Have it your way. 20

21. It’s the real thing. 21

22. Winston taste good like a … 22

23.  Blacks are…  Jews are…  The younger generation is…  The older generation is…  People with thick accents are… 23

24. It takes is a tenth of a second to form an impression of a stranger from their face, … Source: "First Impressions," in the July issue of Psychological Science Princeton psychologists Janine Willis and Alexander Todorov.

25. 1. Race 2. Gender 3. Age 4. Appearance 5. Facial expression 6. Eye contact 7. Movement 8. Personal space 9. Touch

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28. Stimulus Response 28

29. G.R.O.W. (InsideOut) F.A.I.R. (VisionPoint) GoalFeedback RealityAssistance OptionsInclusion Way ForwardRespect 29

30.  Raise awareness of the value of diversity among your staff and promote it - actively promote and celebrate the fact that you have a diverse workforce. This will illustrate to your employees that diversity is embraced and will give them a sense of comfort with their surroundings, leading to greater productivity. Raising awareness will also ensure that your employees are onboard and agree that a diverse workplace is important – even necessary for a business to thrive.  Treat everyone as individuals – no two people are alike. Examine each employee and recognize their strengths, weaknesses, preferences and work style. This will allow you to assign them tasks that play to their best abilities and give them a greater chance for success. This also allows you to limit opportunities for failure.  Look for opportunities to learn – be observant of your employees and try to learn more about their heritages, traditions and beliefs. This knowledge will allow you to compare the differences and similarities of your staff and build on those for the benefit of your organization. 30

31.  Set aside time for team interaction during regular meetings – encourage all employees to take part in the discussion and give their thoughts on how they feel things are going. This will allow you and your staff to learn more about each other.  Regularly assess your work environment – on a regular basis, survey your staff regarding the current work environment and ask questions about how comfortable they are working for you and with other employees. This will identify any issues that exist and give you the opportunity to address them.  Address concerns immediately – if a concern regarding diversity in your work environment is brought to your attention, address it as soon as possible. Carefully examine the situation to ensure you know all of the facts. If a change is necessary, take action and address the issue. This will show your staff that you take it seriously and consider it an important factor for the success of your company. 31

32. 32 winfreeg@aetna.com