1 Top Diversity Experts Hiring a qualified diversity specialist is a business imperative. Here s how to find the help you need L ast year, a major retailer announced a series of diversity initiatives. The company would step up EEO compliance, beef up training for human-resources staff, modify its discrimination complaints procedure, enhance its compliance and oversight procedures and increase the number of minority recruits. As part of the plan, the company looked to hire a consultant who would develop and implement a recruitment and hiring protocol, as well as train employees. But how to find a qualified expert? While even the most seasoned diversity professional may not transform a company from an institution characterized by racism to one that s viewed as highly supportive of women and minorities overnight, having a qualified specialist is one step in the right direction. These days, diversity consultants are statisticians, sociologists, educators. They re psychologists, project managers, product developers. Still others are organizational managers, theorists, technologists. And then there are entire cottage industries of cross-cultural trainers, recruiters and law firms. How HRD Solutions Provides Leadership Her Way An interesting thing happened to Michelle Collins during her Ph.D. studies in industrial/organizational psychology. As I started to learn the knowledge and skills associated with my field, I had this realization: I was learning tools that could help level the playing field for women and people of color, says Collins, Michelle Collins founder and CEO of Dallas-based HRD Solutions. She parlayed that knowledge into a toolkit for talent assessment and development that she and her partners incorporate into their services. The skills come in handy when it comes to building programs to integrate individual and organizational success. One client, a global company with more than 100,000 employees, asked for a unique way to find future leaders, diamonds in the rough among its mid-level managers. HRD partnered with the client to design a process to discover those gems. It included an assessment battery of tests, a panel interview with high-level company officers and then a work simulation that mirrored managers decision-making process. Of the 14 people selected, there were five women and four people of color, Collins reports. That was the most diverse group of high potentials that I had seen. As Collins addressed issues in the workplace, a plea sounded closer to home. Collins peers in organizational development reported feeling isolated in their corporate roles. HRD turned this into an opportunity. The firm gathered 18 women from Dallas/Forth Worth and offered them bimonthly educational and networking sessions. The members frequently swap job openings, information and tools. HRD s success with the professional women s group and with their leadership development programs led to interest in reaching a broad audience of women with educational and support tools. HRD designed a crisp newsletter with development suggestions and actionable tips for emerging women leaders. The result: Leadership Her Way, which serves affinity groups in corporations and includes workshops delivered in Webinars for women scattered geographically. In all our approaches to leadership development, we facilitate learning. It makes the participants the experts, tapping into each other s experiences. The participants themselves are engaged and learn from each other beyond the classroom or meeting experience, says Collins.
2 does a large company whether grappling with diversity issues for the first time, or already steeped in a culture of inclusion find the right expert to help accomplish all its needs? Experts agree that the number of diversity consultants is skyrocketing. Yet no one seems to know exactly how many there are. There s no license to obtain, no certification tests to pass, no board to appear before. And while the process of finding the right consultancy may seem daunting, hiring a diversity specialist has become a business imperative. The reason: By 2050, Caucasians will be a minority in this country, and businesses that get it will attract top talent and tap new multicultural markets. Here s how to search for a top diversity expert: Step 1: Do Some Soul-Searching Before you ever do any hiring, ask yourself: Why does my company need a diversity consultant? What issues do I hope to address or resolve? And why can t I do this from within? William Lee, director of human resources at Abbott Diagnostics division in Dallas, offers some answers. I ve been involved in diversity committees all my work life, says Lee, who has worked intensely with diversity consultants at Abbott. The easy issues are not a problem. Companies can find ways to address these. We re OK up to the point to where we get to sensitive issues, such as selection of people, job performance issues, fairness. Then people back off. They are concerned about backlash. That s when you need to go outside. People inside are reluctant to take those risks. The reason you go to outside consultants is that these people have experience with other companies. Their strategies are a proven process they re tested and they work. You can modify them to meet your needs. As Lee can attest, a diversity consultant knows how to handle delicate subject matters from which employees shy away. Consultants come armed with real-case examples from other corporations. They can perform company- or department-wide assessments freely, without worrying about the territorial or emotional issues corporate staff members might have. The key to successfully finding the right Jones & Associates: Creating Inclusion from the Inside Out Doctors Steven Jones and Licia Busso don t pretend to know all the answers when they first encounter clients. Instead, Doctors Steven Jones and Licia Busso the Ph.D.s include the clients in a collaborative process that, from the start, doesn t breed dependency. Our clients feel listened to. When they move forward with a strategy, they feel they ve participated in its development and they own the process, says Busso, vice president of Jones & Associates Consulting Inc. (J&A). The San Diegoand Washington, D.C.-based firm offers consulting, training and coaching services. Oftentimes, companies measure diversity only through numbers. But they leave out creating a culture that supports the diversity they re working to bring in, says Jones, CEO and founder. At J&A, we work at the systems level to build inclusion. We get a sense of the dynamics, strengths and challenges of each client before we co-create a strategy that will work. The doctors strategy focuses on health the organizational health of a system. They partner with clients through interactive training seminars that enhance communication, improve morale and performance and increase productivity. We help organizations define what a healthy organization means to them. We focus in on leadership and team development, diversity and inclusion, conflict resolution and change management. We partner to identify the specific characteristics of these dimensions necessary for creating health, says Jones. J&A believes diversity is critically tied to all aspects of business success. For a company not to embrace diversity through practicing inclusion is like driving without your hands on the steering wheel. The firm s consultants incorporate inclusion into the whole change process, helping corporations, non-profits and community organizations better manage the people-side of business. Our work addresses differences across departments, ideological differences, personality differences, ethnic differences, Busso says, adding, Diversity and inclusion are about doing smart business.
3 consultant, Lee says, is to know what you want up front. You have to know what you re going after and know what you re trying to do, he says. Statistics reveal that many companies are trying to do something. According to one expert, about 68,000 U.S. companies with more than 100 employees use diversity training. It s also estimated that companies spend $10 billion every year on diversity initiatives, not including the time employees spend attending sessions. Experts cite dozens of reasons why corporations hire diversity consultants. If you zero in on the right impetus, the search becomes that much easier. Diversity consultants can: identify experts from within your company and get them up to speed on your diversity needs; show you ways to take advantage of the marketing capacity in every employee; facilitate discussions and run anonymous surveys to find Companies are realizing a dollar sign to diversity. out what your employees are really thinking, without embarrassing conversations and that there s Steve Denson, Director of Diversity, Cox School of Business, Southern Methodist University finger-pointing; improve your PR; watch for legal compliance; Adorno & Yoss: Counsel to Corporate Counsels Miami-based Adorno & Yoss, LLP (A&Y) doesn t have a diversity team. That s because the entire organization is a diversity team. For others, diversity is a goal. For us, it s a fact. We re the largest certified, minority-owned law firm in the country, says Francisco J. Gonzalez, director of A&Y s National Clients Service Group, Francisco Gonzalez which serves Fortune 500 clients. Diversity extends throughout the ranks. Forty percent of the firm s attorneys are female, 20 percent are Hispanic and 17 percent are African American. A&Y has a greater percentage of African-American and female partners than any other firm in the nation, Gonzalez reports. The law firm provides diversity expertise to general counsels offices at large corporations. While the majority of these offices have strong and well-established diversity programs, Gonzalez says, some of them are still looking inward when it comes to diversity. To serve them, A&Y created a team based in Washington, D.C., to design, implement, audit and improve clients diversity programs, all the while ensuring compliance with mandates. A&Y, which does not represent plaintiffs, has increasingly found itself defending diversity programs for large corporations. Many A&Y attorneys have worked for large firms and corporate legal departments and understand the needs unique to such firms. As a result, they bring to customers not only their knowledge of diversity training and mentoring programs, but their years of experience across legal spectrums. We have developed very innovative corporate counsel initiatives, Gonzalez reports. These include access to A&Y s accounting and timekeeping programs, in which clients can manage the time devoted to tasks in real time, as well as flexible fee arrangements that stray from standard paylawyer-by-the-hour pricing to fees for completed tasks. A&Y wields a powerful tool when it comes to demonstrating to clients that diversity makes sense from a business standpoint: the tale of its own tale of success. The firm began in 1986 with just three attorneys and a well-thoughtout plan for growth that it stuck to over the years. Now, the firm boasts 250 attorneys that serve clients worldwide. We know and we have felt firsthand what works and what doesn t in a diversity program, says Thomas Duckenfield, who heads the practice group out of the firm s Washington, D.C., office. There s a lot of theory behind diversity. And then there s practice. We have both.
4 help you attract and retain a qualified diverse workforce; show you how to proceed with diversity initiatives. True story: A large company rolled out benefits for same-sex domestic partners. Prior to the rollout, the company scrutinized the finances and the legal ramifications of the plan. But the firm never shared the idea with employees. Understandably, the decision makers believed all employees would celebrate the company s generosity and additional benefits. Instead, the initiative was met with hostility fueled by homophobia. But a consultant could ve surveyed employee sentiment up front, which would have uncovered the intolerance. Then, the expert could have put training processes in place to address employees concerns and ignorance. Instead, a consultant was called in after the fact to try to resolve the crisis. Lesson learned: Spend time before a diversity initiative selecting the right consultant for that particular job. Step 2: Network It s important to attend conferences in which people from other corporations and academic institutions discuss diversity best practices. Ask peers at other firms whom they d recommend for the job. Call a dozen consultants and ask for their credentials. A diverse spectrum of faces or last names or physical abilities is not the sole criterion. Ask for specific accomplishments with their material. Get a temporary password and navigate their e- learning tools. Are they engaging? Highly interactive? Can the tools be adapted to suit your company culture and your needs? Do they pique your curiosity? Review information and scrutinize Web sites. Bring in three to five firms and let them go through their pitches. Be certain the presenters include the team that will be working with you. Don t look for advocates of a particular group; you re seeking an advocate for the entire workforce. Make sure to ask specific questions about their methods and tactics. Request a client list and look at track records. Ask how many clients have sustainable working programs as a result of the consultant s initiatives. Also, be sure to ask for specific examples of how the consultant addressed issues and goals. How did he or she get input and coopera- Global Lead: Where Research Reveals Reality Let s say you re in the garment business in the United States and you re trying to adapt and market a line of attire to the Chinese. Your product is already faring quite well in Germany. Do you simply adjust the sizes? Or is there more to it than that? Global Lead can tell you Janet Reid, Ph.D. what to do. In fact, after a day in Culture College, you ll probably figure out the answers yourself. School begins at 8 a.m. offsite. Since the Global Lead team has been there first, the entire place will be transformed, filled with visually stunning arches and pagodas and statues of Buddha. Incense will be burning upon arrival. Drummers and dancers may greet you. Naturally, all the food will be Chinese. The idea is to immerse you in the culture of the Chinese consumer for a day. Global Lead s forte is research, so you ll learn that colors have a great deal of significance in China, perhaps influencing your decisions in the product line. You ll learn that certain garments have western implications, portraying the wearer as rebellious or hip or cool. You ll learn the target demographics and the cultural habits of your consumer. When people first walk in, they think they re part of the display. That fades away. Then they say, Wow, I am the consumer I want to target! How can I think like them? It gives them enormous customer intimacy, says Janet Reid, Ph.D., managing partner at Global Lead, which is based in Cincinnati. Reid is also a former college professor of bioinorganic chemistry and a veteran of Procter & Gamble, where she worked in product development and advertising. Having been immersed in the culture, the end result is that corporate employees are better able to understand their customers as well as their co-workers cultural differences, she explains. Culture College is just a tiny part of the diversity strategy Global Lead offers to national and international clients. Its focus on communication and training are two of the company s primary strategic elements, joining top leadership, customer focus, values, community, accountability and recruitment, retention and advancement of a diverse workforce. When you have an over-arching strategy, all eight of the elements are in place, Reid says. We will work a strategy that has bottom-line benefits.
5 The reason you go to outside consultants is that these people have experience with other companies. Their strategies are a proven process they re tested and they work. William Lee, Director of Human Resources, Abbott Diagnostics tion from staff members throughout the corporation? How did he or she audit and assess existing initiatives? What did he or she do when hostility and biases were drawn out? Stay away from consultants who use old-school blame and shame tactics, in which someone is the victim and another person the perpetrator. Instead, narrow your search to firms that offer proven methods and strategies for resolving issues and enhancing communication. While consultants offer everything from training classes and workshops to sophisticated Webinars and focus groups all useful methods that may prove effective the greatest processes, experts say, are those that help create an environment in which people behave civilly and respectfully toward each other. The key: to get employees to acknowledge their biases and change their behavior. The best diversity initiatives focus not on numbers or labels or demobetween graphics, but on relationships employees. St ep 3: Get Ev ery one On Board Before you retain a diversity expert, be sure that you have executive buy-in for your plan. It s not enough that all of human resources and a smattering of employees from throughout the organization endorse your initiative. It takes more than a well- Cook Ross: Collaboration and Creativity Keep Clients Howard Ross was training a diversity trainer in health care when she revealed an interesting statistic. She had run some numbers and found that Vietnamese women were becoming dehydrated during childbirth more often than any other patients. The observation piqued Ross curiosity. And that Howard Ross led to the inevitable: another new product by Ross consulting firm, Cook Ross. Ross was an educator before he founded Cook Ross in Silver Spring, Maryland, in He uses that background to develop client-focused, innovative products and services that support organizational learning and change. In the case of the dehydrated patients, Ross turned to medical anthropology books and began studying. He learned that the time of child-bearing is a cold time among Vietnamese women and that the mothersto-be refrain from drinking anything cold during that period. The remedy was easy enough: Offer beverages both hot and cold to all patients, and let them choose their preference. The discovery made Ross wonder about other groups. With his findings, Ross created CultureVision, an online interactive diversity toolkit that provides information on 30 different cultural groups and helps health-care providers in their efforts. We ve created programs for well over a million and a half people, Ross reports. If there s anything that distinguishes us, it is that we collaborate with our clients. After two hurricanes hit in two different places at the same time, Ross worked with the American Red Cross to develop a training program for disaster relief workers. That work has been so successful it continues to thrive 10 years later. The endeavor typified Ross efforts: helping a firm to improve its diversity efforts from the ground up, resulting in a strong organization with the ability to measure itself. We look ongoingly at how to take what we re learning and help the client be proactive, he says. Ross has al ways been eclectic in his interests. His efforts include one-on-one training, videos, books, Web seminars and tools that address everything from recruiting to mentoring to developing cultural competency. People from very different industries, without even realizing it, share the same kinds of obstacles, says Ross. We re trying to create a learning network for all of our clients.
6 meaning diversity council to demonstrate corporate support. There must be a verbal, financial and time commitment from the top. The best CEOs understand that diversity is not the domain of a few groups. When they position diversity as a business priority and not penance for someone else s sins leaders show all employees from the senior level on down that the initiative is being taken seriously. Ensure that your senior executives and your consultants are all using the same definitions of diversity. For initiatives to be successful, everyone s ultimate goals must be the same. Some questions to ask: Are you looking to boost hires or boost hires of a certain group? Do you want to increase retention rates or create fast-track paths in general or among certain populations? Do you want to meet stereotypes head-on and work out how to dissipate them? Do you want to create awareness or an inclusive culture in your corporation? Do you want to help all employees and customers to understand and respect each other? Or, are you addressing certain issues in a particular location? Do you want to tap into each employee s cultural bank to learn what knowedge can be gleaned toward new products? These are all very different goals that come under the broad heading of diversity. Says Steve Denson, director of diversity at Cox School of Business, Southern Methodist University (SMU), I m al ways nerv ous about somebody providing me with an answer when I haven t asked the question. Once you determine that everybody in your firm understands exactly what it is you re trying to accomplish, identify the critical drivers, challenges and opportunities. Steer clear of consultants who offer a cookiecutter approach to addressing your needs, no matter what the issue. Retain people who can prove that they are capable of customizing their tools and processes to address your specific needs. Myca-Pope Offers Powerful E-Learning Solutions Pat Pope Patti Massey Nearly 30 years after the late Merlin Pope used the term diversity to refer to the changing demographics of the U.S. workforce, his wife and co-founder of Pope & Associates, Pat Pope, recognized the opportunity to leverage new technology in the delivery of training. In 2002, she joined with Myca Group to create Cincinnati-based Myca-Pope. Two of the firm s partners, Pat Pope and Patti Massey, link Pope s proprietary content with Massey s technology and project-management expertise. A lot of e-learning on the market today is simply Power Point on steroids, Pope says. Pope & Associates core strength has been designing and delivering experiential learning, so it was essential to us that our e-learning courses were also highly interactive. Massey adds, Because of the hundreds of thousands of participants that Pope has trained, we start with a good sense of what managers and employees are struggling with. E-learning technology also provides a lot of opportunity for us to customize our product to ensure that it is a good fit within an organization s culture. A strong advocate for blended learning solutions, which incorporate the best of both worlds, Pat Pope sees several distinct benefits with e-learning. One of the downsides of instructor-led training is ensuring that everyone receives the same content, delivered in the same high-quality way. A company that wants to train 10,000 employees can take years to get everyone trained, not to mention the cost of coordinating all of the classes, travel costs, training rooms, meals, etc. With e-learning, they can be trained in the same material, with the same delivery method and message, but at their own pace, or the organization can choose to have everyone complete the training in one month. We re proud of the e-learning products we ve created and have received great recognition from the training industry, including two Axiem Awards and a glowing write-up in Training Media Review (the review arm of ASTD), says Massey.
7 Step 4: Establish Benchmarks Once you retain the right consultant and outline your ultimate goals at the beginning of the initiative, establish benchmarks that you can revisit during the process to gauge your progress. Top consultants provide metrics to measure your success. There s a vast range of measurables, including: number of diverse candidates demographics of employees in executive positions turnover among staff members turnover among diverse staff members pay equity among all staff members demographics of client base litigation costs number of complaints and grievances absenteeism rates demographics of employees in the talent pool demographics of customers and suppliers number of products in new markets It s easy in the business world to let numbers or costs provide the measurements you need. Executives might insist on knowing the return on investment before anteing up money for a diversity initiative. But when it comes to diversity, understand that the barometer of success can be more subtle. Things like turnover and the impact on hiring new people, for example, are traditional measurements. But there are other factors impacting why people are leaving. You re dealing with soft issues that don t translate into hard and cold cash, says Abbott s Lee. It s about productivity. It s about the culture. Diverse teams make better business decisions. I m not going to sit and try to fool you. ROI is difficult to sell, even though you know it s there. If you can start somewhere that has success, then you have a Bridge Partners: Placing Diverse Executives at Senior Levels Larry Griffin knows that if corporations go to the usual sources in search of executives, they will have a difficult time finding candidates of color or women. Not so with Griffin s firm, Bridge Partners, LLC. We specialize in that type of outreach. We know there are different techniques and approach- Larry Griffin es we have to take to make sure that every search we conduct is, to the best of our ability, as inclusive as possible. It s a different model than just going out there and finding people, Griffin says. Back when Griffin started in the recruitment business in the 1980s, most searches were EEO- and compliance-driven. Not any more. These days, business drives diversity recruitment. Clearly companies see that diversity of people and not just color and gender, but diversity of thoughts and ideas definitely has an impact on the bottom line, Griffin reports. Being in diversity search for a certain amount of years you understand the landscape. You gain market intelligence. That s the value you have to bring to a client you have to be able to tell them, this is what the market looks like. Griffin and his colleagues at Bridge Partners, David Brown and Tory Clarke, specialize in placing a diverse range of executives at senior levels to help provide leadership within a company. They started Bridge with the conviction that the issue of diversity is, and will continue to be, a major component in a corporation s search for the best executive talent available. Their efforts have been successful. In 2004, their first full year in business, Newark, N.J.-based Bridge Partners exceeded its revenue targets three-fold. This year is shaping up to be stronger, with significant repeat business leading the rise. Bridge Partners not only chooses candidates carefully, it scrutinizes clients as well, particularly their views on inclusion. We operate with a business focus, not a PR focus, says Griffin. We do exhaustive research up front. We make sure we understand the culture of the company, as well as the marketplace. If they have a specific business issue they are trying to address, we make certain they are forthright. We want to make sure we can thoroughly advise our clients about what talent is available and how they can achieve their goals at the senior level.
8 It should come down to individual relationships. If people are selling you a program that is all process and no personal interactions, it s not for you. Steve Denson, Director of Diversity, Cox School of Business case you can build to show throughout the organization. SMU s Co x Sc hool of Business Denson agrees. You can t quantify the people aspect, although so many people try. You can t quantify the human spirit. It should come down to individual relationships, Denson says. If people are selling you a program that s all process and no personal interactions, it s not for you. Denson reports that more of his colleagues at the corporate level understand that diversity makes good business sense. Early on, diversity consulting was driven simply because we had the PC surge and everybody was being politically correct. But more and more, what s happening is the economics behind it. Companies are realizing that there s a dollar sign to diversity. For example, the Hispanic market is the fastest-growing market in the U.S. economy. When companies look at that consumer spending power, they look to target it, Denson says. PRISM Positions Diversity as a Vehicle for Meeting Business Objectives There were challenges in a critical business unit of a large utility company issues impacting their overall mission and core business. Valued, long-term employees began working alongside new recruits on an increasingly diverse work team. Performance lagged, and safety and customer-service issues soon followed. Grievances Linda Stokes increased. HR called for a team-building workshop mixed in with diversity components. PRISM brought in their Inclusion Knowledge Map to help drive the conversation, resolve issues and change problematic behaviors. The session began with skeptical, disgruntled workers with hats pulled low, sunglasses on, arms crossed and feet up on the desks. Two hours later, they acknowledged the issues and were ready to make changes. The map engaged them in conversation. When asked what decisions they wanted to make about their relationships and the kind of workplace they wanted, recalls Linda Stokes, PRISM s president and CEO, they listed ways they w ould change their behaviors. This session exemplifies one of PRISM s many tools focusing on: leveraging diversity/inclusion increasing cross-cultural effectiveness preventing harassment ensuring compliance What makes PRISM different, Stokes says, is we meet clients where they are. We don t have a one-size-fits-all approach. We are business people with corporate experience in marketing, quality, customer service, sales, finance, etc., and can tie diversity to issues facing organizations. When working with executives, we don t have a diversity meeting. We have a business meeting that positions diversity as a vehicle for meeting business objectives. Stokes says PRISM provides value add by offering comprehensive services, including consulting, assessment, measurement and training. The company assists in writing the business cases, formulating the strategic plans, coaching executives, working with affinity groups and helping establish diversity councils and create measurement tools to track progress. It also offers skill-building training for all employees at all levels, as well as tools that reinforce the learning and make it applicable to every person in each department and business unit. Over the past 14 years, PRISM has served clients in 13 countries on six continents and has developed dozens of innovative, best-in-class tools and services. For more information, go to
9 Rather than forcing a program or a model, consultants need to provide a versatile, flexible framework that can be reengineered to meet the needs of the organization. Louis Laguardia, Ph.D., VP of Staffing and Diversity, Frito-Lay Step 5: Recognize the Behavior-Changing Benefits There s a natural inclination for customers to invest their money with companies that employ similar types of people, Denson notes. Companies want an outward face that matches the customers they re trying to bring in, says Denson, a member of the Chickasaw nation. The consultant who can help companies find the right qualified employees and build initiatives involving their development and enhancement is somebody who has had sigtures, as well as in corporate cul- nificant e xperience in other cultures. This is someone who can facilitate and build bridges between a corporate culture and the culture the company is trying to tap into, says Denson, a former consultant himself. The key to choosing the best diversity expert, he says, is to find one who insists on understanding your corporate culture. You want the one who takes time to listen and isn t just trying to make the sale. You want the one that demonstrates a personal feeling for achieving diversity. It all comes down to character, Denson explains. It makes sense to tap into all the resources an employee has to offer, not just his or her business expertise. Top consultants customize ini- Global Diversity Institute Combines Theory With Practice Quick, what s the difference between ethics and morality? What about prejudice and discrimination? Gary Adkins knows the difference, and he s determined to see to it that diversity consultants know, too. Adkins founded The Global Diversity Institute (GDI), a combination think tank/activist organization Gary Adkins in which theory meets practice. Through GDI, diversity practitioners can obtain professional certification, access research and contribute to and receive the quarterly journal Diversity Praxis, which taps into the best academic material on diversity and translates it for the business world. Adkins speaks the language of both. He used to work for AT&T on organizational change issues. While there, the company instituted the first national corporate-wide diversity process and won a Baldridge Award. Adkins then left AT&T to form Diversity Solutions Consulting Group. He witnessed changes in diversity training from EEO and affirmative-action compliance to managing diversity in the workplace to leveraging diversity. When we start looking at what diversity can do for my bottom line, we begin to lose the best practices. We begin to lose the humanism, the heart and soul that was so much a part of diversity, Adkins says. Adkins created GDI in response. I really saw a need to get a non-profit going to do research, to help practitioners and help academia understand the rising polarization between groups. Academia was doing a good job, but the language of academia is so esoteric we needed someone to translate it to the business world. GDI offers the only professionally recognized diversity/intercultural praxis certification in the field. The program, housed at the Ukleja Center for Ethical Leadership at California State University, is one way Adkins hopes to raise standards in diversity consulting. There is no regulatory or policing board. Literally anybody can hang up a shingle and go for it, reports Adkins. All consultants have to understand globalization, what the business case is for diversity. They need to have an updated understanding of organizational dynamics. They also need to update their understanding of the human dimension. People are not categories or labels. We re in a world of growing conflicts and identity. We fear explosions in our cities. To me, our services are more needed than ever.
10 You can spend so many thousands of dollars in training, but you want something that s going to promote change. William Lee, Abbott Diagnostics tiatives to help improve the quality of a workforce over time, boosting your return on human investment. You can spend so many thousands of dollars in training, but you want something that s going to promote change, Lee explains. Staff members who feel valued, heard and acknowledged not only increase productivity and commitment, they feel free to offer suggestions without worrying that their suggestions might be rejected. Teams of diverse employees that receive frequent training, education and support know how to communicate better, learn from each other and stay engaged more often than homogeneous groups of employees. They get everyone s views on the table and have more productive meetings, industry experts say. Corporations must recognize the opportunities in socialization and inclusion they provide for employees, say top diversity experts. People are ethnocentric. They need help learning to accept and confront their biases, as well as learning to adjust their behavior to communicate most effectively. The workplace continues to be the main place where adults learn to get along with each other. A couple of training sessions aren t enough. One expert calls this the car wash syndrome a car looks great when it s washed and then, in spite of your best intentions, it reverts back to its ugly ways and The National Organization for Diversity in Sales & Marketing: Fostering Effective Diversity Strategies Shelley Willingham-Hinton For more than two years, the National Organization for Diversity in Sales & Marketing (NODSM) has been advising companies on how to increase their bottom line through effective multicultural marketing. We provide a community where professionals can network with each other, share best practices and be recognized as being committed to multicultural marketing and sales strategies, says Shelley Willingham-Hinton, founder of the Raleigh, N.C.-based membership group. The NODSM is a onestop resource where companies learn from other companies that are already marketing multiculturally and consistently getting it right. Coming this fall: NODSM is launching its first annual Executive Leadership Summit (October 26-27) in Research Triangle Park, N.C., to help companies strengthen their diversity initiatives and network with other executives who drive diversity and multicultural initiatives. The goal of the Summit is to provide practical information to a crosssection of leaders, from small-business owners and senior-level executives to sales and marketing professionals. In addition, through panel discussions, case studies and roundtables, the Summit will offer new perspectives on multicultural marketing and networking opportunities. Topics will include: finding and hiring qualified multicultural talent; reducing the risk of liability from affirmative-action issues; leveraging diversity through corporate partnerships; implementing a non-stereotypical and assumptive multicultural marketing strategy. Executives from Bank of America, Clear Channel Communications, Hudson Inclusion Solutions, The National Gay and Lesbian Chamber of Commerce, Sears, Roebuck & Co., Duke Energy, PeopleClick, Public Relations Society of America, Disabilityworks, Inc., The University of Maryland, Open Doors Foundation, Todobebé and Bally Total Fitness and more will be giving presentations. Proceeds from this Summit will benefit the Foundation for Diversity, the non-profit arm of NODSM that offers scholarships for multicultural students, diversity training and mediation for organizations and businesses, and a hotline providing anonymous advice on diversity issues. To register, visit You ll walk away from this Summit with a keen understanding of why workplace diversity and non-stereotypical marketing strategies are essential for success in today s business climate, says Willingham-Hinton. If you ignore diverse markets in your employment practices and advertising, your competition will run circles around you.
11 you have to wash it again. The same holds true for diversity training. Participants leave gung-ho and determined to change their ways, and then six months later, the majority of people revert to their old behavior. The most effective companies build in continuous learning throughout their organization, to identify and train people inside to become trainers and change agents. As globalization becomes more pervasive, employees will need to interact with a kaleidoscope of counterparts with different faces, languages, religions, customs and politics. It makes sense to help them understand and incorporate diverse values into the way they conduct business. Diversity of thought and background continually contribute to innovation, top consultants say. In fact Frito-Lay, a division of PepsiCo Inc., directly links its diversity strategy to its bottom line. PepsiCo CEO Steven Reinemund has sanctioned and endorsed diversity and Corporations simply must understand what their needs are and how the tools of the diversity consultant fit in with their business strategy. inclusion training and processes for every single exempt employee. Louis Laguardia, Ph.D., Frito-Lay That effort has been endorsed by executives down the line. Louis HHE: Smart People and Smart Choices Equal Smart Business There really aren t many bad workers in the world, Hattie Hill believes, just people who aren t motivated or educated enough to perform better. Hill, CEO and founder of Dallas-based Hattie Hill Enterprises, Inc. ought to know. Over the past 20 years, she s worked with companies in Hattie Hill 42 countries, helping them improve their organizational processes and boost productivity and profitability. What makes us unique in the marketplace, the philosophy of our company that we live by, is that if you take smart people and put in smart processes, then they will make smart choices for the organization, says Hill, who grew up on an Arkansas cotton farm wanting to be a lawyer. Watching people tick changed her focus to counseling and psychology, she says, which led to her role as consultant. Right from the start, Hill wants to know what a company is looking for as its end result. That will tell us what pieces of our business we need to focus on, reports Hill, who has designed a one-stop shop for training and organizational development needs. Staff members from her diverse team of 30 assess a company s environment, determining where the business needs to improve. But they don t think of clients as dependents. Rather, they create working partnerships with companies, designing programs and processes that incorporate diversity, leadership and customer service efforts. Hattie Hill Enterprises training programs, seminars, train-the-trainer efforts and personalized coaching sessions result in improved productivity, profitability and credibility, Hill says. Hattie Hill Enterprises, Inc. recommends ways to help organizations learn faster and better than their competitors. The consulting group s strategy is unusual in the world of diversity consulting in that it does not address solely diversity. Rather, it also encompasses leadership and customer service within its strategies. We custom build a program to meet the organization s needs and to align it with its business goals, says Hill. I think that if diversity is set aside from the strategic goals of the company, it is not serviced in its best light. Diversity needs to be an integral part of the work we do every day.
12 Laguardia, Ph.D., vice president of staffing and diversity at Frito-Lay, returns to diversity again and again when he talks about the company s successful relationships with customers (the stores), consumers (those who eat the products) and employees. You don t have to be a rocket scientist to understand that diversity really affects the bottom line, especially when it comes to consumer products, Laguardia says. Employees who literally speak the same language as their customers do can identify the needs and potential markets of customers and relate better to purchasing agents from other diverse organizations. Laguardia, a former consultant himself, enlists the aid of outside experts to help with many of the company s diversity initiatives. The value of hiring consultants is when they really understand the cultural issues of the organization. They may be very good at what they do, but what they do may not be what the business needs. Rather than forcing a program or a model, consultants need to provide a versatile, flexible framework that can be reengineered to meet the needs of the organization, Laguardia says. The diversity box has a lot of dimensions and a lot of variables. Some consultants can be very technical, and some can be very strategic. One glove doesn t fit all, Laguardia says. At the end of the day, corporations simply must understand what their needs are and how the tools of the diversity consultant fit in with their business strategy. It has to be totally integrated. DiversityInc. This advertising-supported section was written by Carol Dannhauser under contract to DiversityInc. Content is the property of DiversityInc. For more information, please contact Carter-White & Shaw: Bringing Talent and Opportunity Together When Ronald S. Jordan founded Carter-White & Shaw LLC in 1991, he did so to fill a void. In launching the company, the first in the United States that was dedicated exclusively to diversity recruitment for law firms and corporate law departments, Jordan set out to change Ronald S. Jordan the mindset that held that diversity could be accomplished with the hiring of a single minority attorney. Law is one of the keys to power, he says. I wanted to assist people who possess the talent but are not given access to utilize it. My mandate for the company is to bring in groups of diverse attorneys African American, Latino, Asian, Native American, gay, lesbian, bisexual, transgender who come together as one movement. That will be the catalyst for change. His insistence on establishing groups of diverse attorneys within law firms represents a sizeable challenge, Jordan acknowledges. But it s a goal that he s determined to meet. You don t look for openings. You make openings, Jordan explains. That s one of the problems with our business: People wait for diversity to happen. Lawyers are proactive people; they bring new clients in. This is something law firms have to designate as a priority and commit the payroll and whatever else it takes to get it done. The corporations served by those lawyers also have a responsibility to push for change, Jordan adds. Companies already recognize that diversity is a competitive advantage in marketing to consumers; they must insist on equal diversity in their vendors, including their law firms. We live in a multicultural nation. That s what diversity is, multiculturalism: incorporating everyone s differences and commonalities, combining that talent and giving our clients different cultures perspectives to get the best answers they can, Jordan says. That is both good business and a means of honoring diverse peoples history, Jordan concludes. It s incumbent on people who are successful to remember that a lot of people died to make it possible for them to advance to where they are. You have to reach back and help others. Randy B. Hecht
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