USA ORGANIZATION DIVERSITY FACILITATION TEAM A AET/525 – Facilitating Instruction for Diverse Adult Learners April 21, 2014 Charles Crissey

DIVERSITY POLICY USA Organization is committed to the people of its workplace and community. It is our belief that the diversity of our organization’s members is strength and therefor we work hard to create a workplace that embraces diversity in all forms of ethnicity, circumstance, gender, race, sexual orientation, disability, and age.

DIVERSITY POLICIES Will provide equal opportunities for all seeking employment. Will work with minority groups to publicize employment opportunities. Will utilize a number of media outlets to advertise employment opportunities. Will participate in local and regional job fairs. Will assess USA Organization’s policies annually and make changes as deemed necessary.

DIVERSITY RELATED CONCERNS Inability to teach materials to individuals who speak other languages or may have hearing deficits. Discrimination against individuals with handicaps or learning disabilities. No proper materials to present to individuals who have a hard time understanding the lesson plan. No adequate space or resources who have a handicap or disability. Discrimination against sex, race, age, and handicap.

DIVERSITY RELATED CONCERNS There are many different diversity related issues that can create an inadequate learning environment for a student and many of these issues vary. Not understanding the needs and differences of the student within the training process creates a lesser chance of each individual being successful with their desired ending outcome. These thing pose a concern because if the information is not getting through to the employees in question then the operation of the system will not run smoothly which can cause the organization to lose revenue.

TRAINING DAY AGENDA Introduction of training and class materials Explanation of purpose of system and it’s importance 15 minute break Hands on training and videos along with question and answer session One hour lunch Final information employee demonstration and assessment.

TRAINING DAY AGENDA Each employee will be presented with the proper tools they will need for the training and an introduction will be given for the training that they are attending. There will also be a brief explanation of why they are in the training class and what they information they are training on is used for. The employees will take a short break then there will be video tutorials and a hands on approach to learning the materials that is being presented. After this process an hour lunch will take place. When lunch is over the employees will have the opportunities to ask questions about what they do not understand and then it will be time for another hands on session followed by their final examination.

ASSESSING ABILITY LEVELS When choosing the type of assessment, the trainer can choose a written and performance assessment. The written test could be a multiple choice; which will be efficient and provide a wide range of capability factors that include knowledge, skills, abilities and attitude. A performance assessment can have a specific level of competence that can be reached by the participant. The performance level for each skill administered and completed can be scored on a scale of 1-5 points: (1) Needs improvement, (2) Minimally acceptable, (3) Meets standards, (4) Exceeds standards and (5) Outstanding. For the performance assessment, the participants can be given possible scenarios to demonstrate how to provide quality customer service at the communication and phone system. During the performance assessment, the participants will be assessed on their ability to communicate clearly to individuals. The trainer will assess the trainees’ ability to communicate without their language being a barrier, tone of voice, use of understandable language that does not intimidate callers. Overall, using such methods of assessment will be unbiased for the participants and allow the employer to receive an accurate analysis of their performance.

ADAPTATIONS AND MODIFICATIONS When determining accommodations for trainees, employers not only focus on accommodating individuals with diverse learning needs; but also needs that may be because of age or physical impairments. According to "Legalbrief" (2011), “A covered employer must make a reasonable accommodation to the known physical or mental limitation of a qualified individual with a disability unless the employer can show that the reasonable accommodation would cause an undue hardship on the operation of its business” (ADA: The 10 Most Common Disabilities and How to Accommodate).

SUMMARY This power point presentation analyzes the diversity issues and concerns that can occur for the USA Organization providing training to twenty- seven participants. Every aspect of the training from the agenda, environment, and assessment must be considered carefully by the organization to ensure quality training based on regulations according to ADA (American with Disabilities Act) and the EEOC (Equal Employment Opportunity Commission). An overview of the organization and the participants is provided to the reader that describes their demographics along with disabilities that limit their physical functions. Possible accommodations and modifications for the training to meet each individual’s needs is discussed that will indicate the dignified and fair reputation of the USA Organization for equal employment and training.

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