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Diversity Training Case Study Summary

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Chapter Four: Analysis In this section examination of the studies that were selected for case analysis are presented to answer the research questions. The method for this study was to look at diversity in terms of call centers in Saudi Arabia through looking at previous literature. The case studies were built around articles that most related to the research questions that were asked in this study. The purpose of the study was to develop an understanding of how diversity training can have an influence on job satisfaction through three generalized factors: environment and condition, work group dynamics, and equal and fair treatment. The following sections are defined based on the selection of three journal articles that were used as case studies …show more content…

The study was conducted through feminist theories which suggest that external environments are determinants of participate experiences within the workplace. Call centers are based on the idea that a globalized perspective is necessary in order to perform for customers. Therefore, diversity training existed not only for job satisfaction, but for the purpose of performance. This study showed a high impact on work environment and conditions. In call centers in India where diversity training was used, the perception of equality was increaseding in terms of culture and gender. This can also be related to power relationships as they were discussed Foucault (Foucault & Sheridan, 2012). Power relationships were perceived differently when diversity training had been used even with the intent of increasing performance. In addition, call centers in India which had diversity training, also seemed to minimize the perception of threat as discussed by Ragins, Gonzalez, Ehrhardt and Singh (2012). Through the perception of the need for creating a mindset related to diversity, Aneesh et al (2012) showed that perceptions of acceptance within the company alleviated stress where diverse cultures within the call center and within the performance of duties were concerned. They built awareness and understanding of skills in the performance of working with customers. The effect of diversity training was to create attitudes towards diversity which appeared to have provided an opportunity to create an environment in which safety was addressed, as well as a lowered level of perceived discrimination and increased acceptance in terms of cultural

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