Phoenix TS

Diversity and Sensitivity Training

This training teaches students skills such as active listening to receive messages in a diverse population, employ effective questioning techniques, and communicate with strength.

Course Overview

Phoenix TS’ 2-day, instructor-led Diversity, and Sensitivity course is for federal employees who wish to learn more about diversity, discrimination, and EEO policies within the federal workplace. This training will address: Understanding diversity, understanding stereotypes, Breaking down the barriers, Verbal and communication skills, Non-verbal communication skills, Being proactive, Coping with discrimination, and Dealing with discrimination complaints.

  • Understanding diversity
  • Understanding stereotypes
  • Breaking down the barriers
  • Verbal and communication skills
  • Non-verbal communication skills
  • Being proactive
  • Coping with discrimination
  • Dealing with diversity complaints as a person, a manager, and an organization


Currently, there are no public classes scheduled. Please contact a Phoenix TS Training Consultant to discuss hosting a private class at 240-667-7757.


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Course Objectives

At the conclusion of this class, students will be able to do the following:

  • Explain the definition, terms and history of diversity
  • Describe the meaning of stereotypes and biases, how they develop, and the reasons for your own perspectives
  • List strategies for removing barriers to encouraging diversity for yourself, in the workplace, and in the social community
  • Use active listening skills to receive messages in a diverse population, employ effective questioning techniques, and communicate with strength
  • Understand the importance of body language, both your own, and that of others, and recognize its importance in interpersonal communications
  • Identify ways to encourage diversity in the workplace, and prevent and discourage discrimination
  • Understand and respond to personal complaints, and develop a support system to manage the resolution process
  • List the steps a manager should take to record a complaint, analyze the situation, and take appropriate resolution action
  • Identify the process an organization must follow to receive and respond to a complaint, and then creating mechanisms to prevent or reduce repeat situations.

Course Outline

Understanding Diversity

  • Related Terms and Concepts 
  • A Brief History 

Understanding Stereotypes

  • Stereotypes vs. Biases 
  • Identifying Your Baggage
  • Understanding what this means

Breaking Down Barriers

  • Changing Your Personal Approach
  • Encouraging Workplace Changes
  • Encouraging Social

Verbal Communication Skills

  • Listening and Hearing: They Aren’t the Same Thing
  • Asking Questions
  • Communicating with Power

Non-Verbal Communication Skills

  • Body Language
  • The Signals You Send to Others
  • It’s Not What You Say, It’s How You Say It

Being Proactive

  • Encouraging Diversity in the Workplace 
  • Preventing Discrimination
  • Ways to Discourage Discrimination

Coping with Discrimination

  • Identifying If You Have Been Discriminated Against
  • Methods of Reprisal 
  • Choosing a Course of Action

Dealing with Diversity Complaints as a Person

  • What to do If You’re Involved in a Complaint 
  • Understanding Your Role 
  • Creating a Support System

Dealing with Diversity Complaints as a Manager

  • Recording the Complaint 
  • Identifying Appropriate Actions 
  • Choosing a Path

Dealing with Diversity Complaints as an Organization

  • Receiving a Complaint
  • Choosing a Response
  • Learning from the Complaint

What does a Positive Workplace Look Like

  • Characteristics of a Positive Work Environment

What I Can Do

  • As an Employee 
  • As a Leader

Team Player

  • Team Member Roles and Responsibilities

Effective Workplace Relationships

  • Teams
  • Working Cooperatively
  • Managing Conflict
  • Self-Assessment 
  • Preventing Problems
  • Dealing with Problems
  • Meeting Management

Diversity and Sensitivity Training Resources

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