Diversity & Inclusion
Workshop
Introduction
Welcome to our workshop on Diversity and Inclusion!
This workshop is designed specifically for employees in the public transport sector. The key today is to actively engage in this workshop together. Our focus will be on making the experience exciting and interactive, with an emphasis on teamwork, practical learning, and achieving meaningful outcomes.
Why hold a workshop on Diversity and Inclusion?
In today’s society, cities are becoming increasingly diverse due to globalisation and urbanisation. Public transport, as the backbone of urban life, connects various social groups to essential services like education, employment, leisure, and healthcare. For many, it is the only means of participating fully in society!
It is essential for public transport employees to understand the important role they play in ensuring safe, inclusive, and well-equipped services for both customers and fellow employees, while recognising individuals in their uniqueness and as part of minority groups. This role includes responsibility, but also opportunities to create a safe and enjoyable public transport service for everyone.
By the end of this workshop, you will leave with not only a better understanding of diversity and inclusion, but also practical skills to help you contribute to a more positive and inclusive work environment.
We look forward to your active participation and hope you enjoy this unique learning experience!
Objectives
In this workshop, we will explore key concepts surrounding diversity, inclusion, and unconscious bias, providing you with the knowledge and tools to foster a more inclusive and respectful workplace environment.
During this workshop, we encourage you to reflect on your personal journey and reconsider any past assumptions you may have made about others based on their background, appearance, or status. Take a moment to explore what diversity and inclusion mean to you, and how these concepts impact both you and others in everyday life.
When you have finished the workshop, you should:
- Have a better understanding of diversity and inclusion
- Be able to recognise unconscious bias
- Have strategies to promote an inclusive workplace
Content
Through the workshop, you will:
- Gain a clear understanding of diversity and inclusion, including their relevance to public transport.
- Learn to identify and address unconscious biases that may affect interactions.
- Develop practical strategies to foster an inclusive workplace where everyone feels respected and valued.
Format
This workshop integrates theory with practice to ensure meaningful and actionable learning:
- Theoretical Background:
Explore foundational concepts of diversity, inclusion, unconscious bias, and privilege. - Practical Activities:
Engage in hands-on exercises like scenario analyses, role-playing, and empathy-building exercises designed for real-world applicability. - Optional Enhancements:
Experience innovative tools like Virtual Reality (VR) scenarios or the COMP+ game to simulate real-life challenges in a controlled and interactive setting. We recommend a Virtual Reality (VR) scenario as an optional enhancement for participants with access to VR equipment. This immersive tool provides an opportunity to simulate real-world challenges in a controlled, interactive environment, such as assisting passengers with disabilities or managing conflict. (Available in https://www.competenceplusproject.eu/d-i-vr)
Discussions and Reflections: Participate in group discussions to share experiences, collaborate on solutions, and reflect on learnings.
Theoretical background
Across Europe and beyond, there is growing recognition of the importance of creating inclusive policies and practices not only in education but also in public services such as transportation. The Council of the European Union has emphasised that: “All learners benefit from the creation of the conditions necessary for the successful inclusion of learners with special needs” (COUNCIL OF THE EUROPEAN UNION, 2010). This principle also applies to public transport workers, who play a vital role in ensuring accessibility and inclusivity in everyday transit experiences.
Inclusive practices are about everyone—passengers and employees alike—because they center on diversity and fostering a sense of belonging. It means recognising, accepting, and providing the right support for a variety of needs. These needs could include those of individuals with disabilities, people who are not fluent in the local language, highly skilled workers who require greater challenges, or passengers and colleagues who have faced obstacles due to life circumstances (Skola2030, 2020).
Everyone deserves equal opportunities to travel safely, be treated respectfully, and thrive in their roles. To support this, public transport systems and their workforce should enhance their environments and interactions to provide broader opportunities for passengers and employees to feel valued, respected, and included, regardless of their background or abilities (European Agency for Special Needs and Inclusive Education, 2014).
Key Concepts: Diversity, Inclusion, Privilege, Inclusive Practices, Virtual Reality (VR), Unconscious Bias, and Empathy
- Diversity encompasses the variety of people across characteristics such as race, ethnicity, gender, age, religion, sexual orientation, physical and mental abilities, as well as life experiences and perspectives. For public transport workers, understanding diversity means recognising and respecting the differences among passengers and colleagues to create a welcoming environment for all. Diversity promotes the integration of different perspectives and ideas, leading to a richer, more inclusive transit system (Gorski & Pothini, 2018).
- Inclusion is a process that aims to create an environment in which everyone, regardless of their personal characteristics, abilities, or social affiliation, feels accepted, respected, and fully involved. In public transport, inclusion means ensuring that passengers of all abilities and backgrounds can access services equitably and feel valued throughout their journey. It ensures everyone can participate equally, gain access to resources, opportunities, and be active members of society or the workplace (Booth & Ainscow, 2011).
- Privilege refers to the advantages that people receive because of their social, economic, or cultural factors, such as gender, race, or physical ability. As transport workers, understanding privilege can help you recognise and address disparities in how passengers or colleagues experience services and interactions (Bourdieu, 1984).
- Inclusive practices in transportation ensure that all passengers—regardless of physical, intellectual, emotional, social, or linguistic differences—can travel comfortably and safely. This involves making sure that passengers feel welcomed, supported, and able to access resources they need, from clear communication to physical assistance if required. Its aim is to create an environment where everyone can achieve their goals, whether traveling for work, education, or leisure, while respecting their individual needs and potential (Florian & Black-Hawkins, 2011).
- Virtual Reality (VR) is a technology that uses a computer-generated three-dimensional environment in which the user can interact using special devices, such as VR glasses and motion sensors. For transport workers, VR can simulate real-world scenarios, such as assisting passengers with disabilities, managing conflict, or responding to emergencies, providing valuable practice in a safe and controlled environment (Burdea & Coiffet, 2003).
- Unconscious bias refers to automatically and unconsciously formed attitudes or beliefs that influence a person’s behavior and judgments based on factors such as gender, age, race, social status, or other external factors. Awareness of unconscious bias can help public transport workers avoid making assumptions about passengers, leading to fairer and more respectful interactions (Greenwald & Banaji, 1995).
- Empathy is the ability to feel and understand another person’s emotional state and perspective, often helping to create an emotional connection with that person. For transport workers, empathy is essential for responding to passengers’ needs, resolving conflicts, and ensuring a positive experience for everyone (Lanzoni, 2018).
Diversity workshops offer practical tools and strategies to enhance training and education for public transport workers. They provide opportunities to practice skills and scenarios in a safe, controlled environment, minimising risks to both the workers and passengers.
Inclusion and diversity training incorporates not only theoretical material but also virtual reality (VR). It will be used in transport training to help conductors improve their ability to communicate and respond to passengers appropriately. VR provides practical experience that would otherwise be challenging to replicate in real-world settings (Miller & Roberts).
Examples of Practical Applications
- Simulated interactions with disabled passengers:
– Practising how to provide access and assistance.
– Developing empathy and building awareness of diverse needs. - Simulated interactions with passengers with different needs, such as those with language barriers or cultural differences.
- Conflict resolution:
– Understanding how diversity awareness allows appropriate responses to behavioral changes, e.g., a passenger with limited mobility or from a different ethnic background feeling confused or anxious.
– Facilitating a discussion: Educators can invite participants to recall and share workplace scenarios where diversity played a role. - Inclusion strategies:
– Training on clear communication methods for people with hearing impairments, using gestures, written materials, or sign language.– Preparing conductors to handle situations where passengers may feel discriminated against or marginalised, ensuring calm and constructive resolution.
- Empathy-building exercises:
Practicing evacuation scenarios to ensure the safety of passengers with disabilities during emergencies.
Learning how to provide immediate assistance if a passenger with special needs feels unwell, ensuring appropriate care until professional help arrives. - Addressing unconscious bias:
– Recognising and avoiding assumptions, such as believing a wheelchair user is slower or unable to understand instructions.
– Overcoming stereotypes about ethnic or cultural backgrounds that might lead to passengers being perceived as “problematic.”
– Avoiding gender-based assumptions, such as automatically offering help with baggage to women without understanding their actual needs.
A safe, risk-free training environment enables individuals with various limitations to experience and respond to real-life situations in a controlled setting. By fostering an understanding of diversity, training participants can practice using different transport scenarios, building confidence and competence without risking their safety.
Personalised training programs can be adapted to the specific needs of each participant, offering customised content and scenarios. This approach allows learners to progress at their own pace and comfort level, ensuring a more effective and engaging training experience.
Impact on Workplace Dynamics
Inclusion and Equality:
Ensures equal treatment and fosters integration of people with disabilities by breaking down social barriers.2. Improved Efficiency:
Accelerates skill development, enhances work quality, and promotes better teamwork among diverse employees.3. Enhanced Competence:
Regular training improves skills, leading to better service quality and fewer daily errors.
By focusing on these areas, training helps public transport workers create a more inclusive, efficient, and supportive environment.
Practical Activities
Duration: 40 - 45 minutes
Materials Needed
- Sticky notes and pens
- Scenario cards for analysis and role-play activities
- Inclusivity Action Plan templates
- Timer (or bell / soft music for transitions)
- Flip chart or whiteboard with markers (to capture key points and reflections)
Target Audience
Public transport workers, particularly drivers and frontline staff, who may not have prior experience with diversity and inclusion training.
Objective
To illustrate challenges and solutions for promoting an inclusive workplace through interactive exercises. There will be three different levels.
Facilitation Tips
- Create a Safe Environment:
Encourage open, judgment-free communication by reassuring participants that their experiences and insights are valuable. - Adapt for Time:
Use a timer for activities to ensure smooth transitions, but allow flexibility for meaningful discussions. - Promote Reflection:
Use questions that help participants connect workshop lessons to their daily experiences.
Three Different Levels
1. Introductory Level :
(Note that D&I discussions can be very tricky on a personal level for many people. Make sure to include trainer guidelines for discussions and options where people do not have to share their personal stories and/or opinions –> see also the Moral Courage materials from the Comp+ D/I):
- Icebreaker Exercise: Small group discussions on personal definitions of diversity and inclusion.
- Outcome: Participants begin to articulate their understanding and hear diverse perspectives.
2. Intermediate Level:
- Scenario Analysis: Small groups analyse provided scenarios depicting workplace diversity challenges and discuss possible solutions.
- Outcome: Participants apply theoretical knowledge to practical situations.
3. Advanced Level:
- Role Plays: Groups perform role plays based on complex scenarios involving unconscious bias and privilege.
- Outcome: Participants practise responding to and managing real-life diversity and inclusion issues.
Part 1
Introduction and Icebreaker (Introductory Level) – recommended to all as Icebreaker
Option A (5 minutes): “Common Ground” Icebreaker
- Activity:
Participants form a circle, and the facilitator calls out inclusivity-related statements (e.g., “Cross the circle if you’ve helped a passenger with a disability” or “Cross the circle if you’ve experienced a language barrier at work”). Participants cross the circle if they agree. - Purpose:
Highlights the diversity of experiences within the group and creates an open, positive tone for the session.
Option B (10 minutes): “Defining Diversity and Inclusion”
- Activity:
Participants use the Mentimeter tool to describe “diversity” and “inclusion” in one word. The facilitator introduces formal definitions and divides participants into small groups to discuss these concepts in the context of public transport. - Outcome:
Participants articulate their understanding of these concepts and how they apply to their work.
Part 2
Scenario Analysis (Intermediate Level)
Option A (10 minutes): Paired Empathy Walk
- Activity:
In pairs, participants take turns sharing a time they felt excluded (e.g., due to language barriers or inaccessibility). Partners actively listen without interrupting, then switch roles. - Purpose: Builds empathy and highlights the impact of inclusivity on individuals.
Option B (15 minutes): Analysing Workplace Challenges
- Steps:
a. Facilitator presents common challenges for public transport workers (e.g., assisting passengers with disabilities, handling discriminatory behavior, language barriers).b. Groups discuss and analyse assigned challenges, identifying causes, potential negative outcomes, and inclusive strategies.
c. Groups share their findings with everyone.
- Outcome:
Encourages practical problem-solving and sharing of actionable solutions.
Part 3
Role Play on Unconscious Bias and Privilege (Advanced Level)
Option A (15 minutes): Role-Playing Inclusive Behavior
- Activity:
Participants work in small groups with scenario cards depicting situations drivers face, such as:
a. assisting passengers with disabilities,
b. addressing discriminatory behavior from passengers, and
c. communicating with non-native speakers. - Groups act out the scenario and receive feedback from peers and the facilitator.
- Purpose: Develops confidence and creativity in handling real-life inclusivity challenges.
Option B (15 minutes): Uncovering Unconscious Bias and Privilege
- Steps:
a. Facilitator explains unconscious bias and privilege with relatable examples.
b. Groups role-play scenarios such as: managing personal bias with passengers, responding to insensitive language from colleagues, and supporting a colleague with a visible disability.
c. Discussion follows each role play to explore what worked and what could improve. - Outcome:
Enhances awareness of biases and equips participants to address them constructively.
Part 4
Wrap-Up and Reflection
Option A (5 minutes): Inclusivity Action Plan
- Activity:
Participants complete a template to identify one inclusive action they will implement at work. Volunteers can share their plans with the group. - Purpose:
Encourages accountability and sets practical goals for participants.
Option B (5 minutes): Reflection and Commitment
- Activity:
Participants write down one takeaway and a specific behavior they will adopt. Volunteers share their reflections. Facilitator summarises key workshop insights and motivates participants to continue practicing inclusivity. - Outcome:
Reinforces learning outcomes and fosters personal commitment.
Case Studies
Duration: Suggested Duration: 20-30 minutes
Introduction to Case Studies
Participants will explore real-life scenarios to build practical skills and empathy for addressing diversity and inclusion challenges in public transport. These case studies focus on fostering respect, promoting inclusivity, and effectively managing conflicts arising from diverse interactions in public and workplace settings.
Facilitator Tips for Running Case Studies
- Highlight Diversity and Inclusion:
Frame each discussion within the broader goals of creating an equitable and welcoming environment. - Role-Playing Exercises:
Encourage participants to practice interventions in realistic scenarios to build confidence. - Encourage Reflection: Ask participants how their own experiences and biases might influence their responses, fostering self-awareness.
By focusing on these scenarios, participants will strengthen their ability to create inclusive spaces for colleagues and passengers alike, reinforcing the importance of diversity and inclusion at all levels.
Case Study 1
NAVIGATING CULTURAL SENSITIVITY IN THE WORKPLACE
SCENARIO
A team meeting among public transport employees becomes tense when one staff member, Employee A, expresses frustration about a colleague’s decision to observe a religious holiday, which impacts the team’s shift schedule. Employee B, the subject of the complaint, feels uncomfortable but remains silent, and the manager is unsure how to address the tension constructively.
GUIDING QUESTIONS
- How can the manager create an environment where all team members feel included and respected?
- What steps could the team take to balance operational needs with respect for individual religious practices?
- How can team discussions about diversity be approached to prevent future misunderstandings?
OUTCOME GOALS
- Inclusive Leadership:
Equip managers and staff with tools to navigate workplace diversity sensitively and inclusively. - Cultural Competence:
Foster understanding and respect for religious and cultural practices within teams. - Collaborative Problem Solving:
Encourage proactive and empathetic approaches to scheduling and operational challenges.
POTENTIAL SOLUTIONS
- The manager could facilitate an open discussion, emphasising the importance of diversity and mutual support within the team.
- Develop a shift-planning system that accommodates cultural and religious observances while maintaining fairness.
- Include diversity and inclusion training sessions that specifically address workplace dynamics and cultural awareness.
Case Study 2
ADDRESSING DISCRIMINATORY BEHAVIOR ON PUBLIC TRANSPORT
SCENARIO
A passenger reports that another passenger made a racially insensitive comment. The employee on duty notices that the affected passenger appears distressed while the offending passenger is dismissive of the concern. The employee must decide how to handle the situation to ensure safety and inclusivity.
GUIDING QUESTIONS
- What immediate actions can the employee take to support the affected passenger?
- How should the employee address the behavior of the offending passenger in a way that prioritises safety?
- What steps can the organisation take to empower staff to handle such incidents confidently?
OUTCOME GOALS
- Empathy and Support:
Understand how to prioritise the well-being of passengers experiencing discrimination. - Conflict Resolution:
Learn techniques to manage discriminatory behavior effectively while maintaining safety. - Policy Awareness:
Reinforce the importance of clear guidelines for responding to discriminatory incidents.
POTENTIAL SOLUTIONS
- Empathy and Support:
Understand how to prioritise the well-being of passengers experiencing discrimination. - Conflict Resolution:
Learn techniques to manage discriminatory behavior effectively while maintaining safety. - Policy Awareness:
Reinforce the importance of clear guidelines for responding to discriminatory incidents.
Conclusion
As public transport workers, you have a unique opportunity to shape a more inclusive, respectful, and equitable environment. Throughout this workshop, we’ve explored the principles of diversity and inclusion, learned practical strategies for addressing challenges, and discussed the role of empathy and unconscious bias in creating welcoming spaces for everyone.
Facilitator Tips for Running Case Studies
- Diversity:
Understanding and respecting the variety of characteristics that make people unique. - Inclusion:
Creating environments where everyone feels valued and respected. - Privilege: Recognising disparities in opportunities and outcomes and addressing them equitably.
- Empathy:
Building emotional connections to better understand and meet others’ needs. - Unconscious Bias:
Being aware of automatic judgments and ensuring they don’t affect fairness.
To continue building on what you’ve learned:
- Apply the Skills:
Use the strategies from this workshop in your daily interactions with colleagues and passengers. - Self-Reflect:
Dedicate time to individual study using the annex provided, tracking your progress and deepening your understanding. - Seek Feedback:
Engage with colleagues and mentors to refine your approach and identify areas for growth. - Promote Inclusion:
Share your knowledge and practices with your team to create a ripple effect of inclusivity.
Individual Study Time (Annex)
As part of your ongoing development, please use the provided annex to:
- Reflect on key teachings from this workshop.
- Identify meaningful scenarios from your work.
- Plan future actions to promote diversity and inclusion.
- Evaluate your progress and seek support as needed.
Through continued reflection and action, you can contribute to a workplace culture that values and uplifts all individuals.
Remember
Inclusion isn’t a one-time effort – it’s an ongoing process. Together, we can create public transport systems that truly welcome and support everyone.
