Cases on Social Issues For Class Discussion - 2nd Edition Textbook Case 4 Invisible Disabilities in the Workplace

CASE INVISIBLE DISABILITIES IN THE WORKPLACE This case for class discussion is about invisible disabilities at work . We include background information on the social issues . Then , we describe the critical events of a scenario that will inspire the discussion and provide discussion prompts . We also include teaching notes and a short bibliography of relevant readings . While actively participating in the case discussion , students can apply learned concepts to real situations , on social issues and use critical thinking and ethical judgement to suggest a course of action for the people described in the case . Case Invisible Disabilities in the Workplace 51

Background on the Social Issue BRIANNA DOYLE DEIRDRE AND The work life of people with invisible disabilities is becoming an increasingly important social topic amongst Canadians . When people think of disabilities , they tend to think of individuals who have some sort of physiological disability such as those requiring a wheelchair , which is something everyone can see . However , many people have invisible disabilities . People with invisible disabilities are afraid to reveal their disabilities at work because they fear they will receive unfair treatment in the workplace , suffer a loss of credibility in the eyes of others , be the target of gossip experience rejection ( 2012 ) People with disabilities expect to be productive at work but may need accommodations in order to do their jobs . People with invisible disabilities such as chronic illnesses , mental health issues or other conditions may need a variety of accommodations at work ( Share , 2022 ) Employers are being encouraged to treat their diverse groups of employees equitably and continuously support them ( Leonard , 2022 ) Employers in Canada also have a legal duty to keep employees safe , not discriminate and take steps to avoid any negative effects on an employee based on personal characteristics such as gender or disability ( British Columbia Human Rights Tribunal , Government of Canada , 2022 , 2022 ) Still , even with such laws and organizational policies in place , people with disabilities sometimes experience ignorant comments or prejudiced behaviour from others at work . Figure Workplace meeting including visibly disabled marker Background on the Social Issue 53

Figure 42 Woman with migraine struggling at work Media Workplace meeting including disabled worker Moe Magnets is licensed under a All Rights Reserved license Woman with migraine struggling at work is licensed under a All Rights Reserved license 54 Background on the Social Issue

Scenario for Discussion BRIANNA DOYLE DEIRDRE AND Setting Good Citizen Services ( is a Canadian bank that started in the . There are branches in every Western Canadian province . Characters Gill , supervisor of loan and tellers is a South Asian Canadian woman with a and a in business management who has worked in banking since the start of her career 11 years ago . She is a supervisor at branch 023 . She is a good . Patricia Dorado , loans , who has an invisible disability Patricia is a white Canadian woman working on her diploma in business management online . She started her career in work , then became a teller and has been a loans for about a year after applying internally several times . Unfortunately , a few years ago she was involved in a car accident that left her with a concussion and permanent brain injury . To avoid headaches and clouded judgement , Patricia takes frequent small breaks and occasionally takes a sick day to rest . 42 Scenario for Discussion 55

Critical Events to Inspire Discussion BRIANNA DOYLE DEIRDRE AND The situation bank branch 023 is busy due to two nearby branches closing down for renovations . The lineups for the tellers are long , and the schedule for appointments with loans is full . the supervisor , is encouraging the bank tellers and loan to each transaction as quickly as possible . Patricia is now trying to keep up with the paced work environment but is going home with headaches each night . Patricia believes the expectation is for her to power through this busy time , and she is afraid to complain . The event Patricia is in a meeting with a client who is applying for a small business loan . The client has been abrupt and rude throughout the is likely frustrated , as it was for him to get an appointment , and he is now asking many questions . Patricia becomes flustered and starts making calculation errors and is unable to answer the clients questions about interest rates and so on . The customer starts to speak loudly and angrily Come on . This is a big deal to me . You don seem to get it . 56 43 Critical Events to Inspire Discussion

Figure Angry Customer Upon hearing the client raised voice , enters Patricia . invites the client into her own to complete their loan application . After dealing with the aggressive client , shuts her door and carries on with other work . Feeling nervous and wanting to debrief , Patricia knocks on closed door . Dialogue between , supervisor , and Patricia , loan Patricia I am so sorry that happened . You know I have a brain injury and get stressed . I need short timeouts and then I am back ! No You told me before , so I solved this situation for you . I guess I am willing to do that once in a while , but breaks dont look good to clients in the middle of the meeting . We are under pressure here , you know that . At this point , I am sorry , but I have to ask there anything else you can do ?

For work ?

Like medication ?

I have a friend who goes to a homeopathic guy and says it is amazing . I can get their Contact info for you . Or maybe counselling ?

Patricia I don want to get into my list of medications , but I do go to counselling , of course . But is it actually ok for clients to be yelling at me ?

No , needless to say . Thank you . turns back to her computer ) Subsequently , at work , ignores Patricia . Most days , there is another supervisor posted on the roster for Patricia section . No one discusses this change . The other supervisor does not go out of his way to connect with Patricia and swiftly and neutrally answers any of her questions about client matters without encouraging her to learn anything new or improve her job skills . It seems that is hostile to her , but Patricia struggles to interpret what is going on . Patricia feels increasingly worried , isolated and sidelined . 58 43 Critical Events to Inspire Discussion

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Figure Office worker criticised holding up HELP sign Media Angry Customer Mikhail is licensed under a All Rights Reserved license Worker criticized holding up a help sign Yan is licensed under a All Rights Reserved license Critical Events to Inspire Discussion 59

Discussion What should happen next ?

BRIANNA DOYLE DEIRDRE AND What should the employee , Patricia , do ?

Should Patricia forget about this situation and try to move on ?

Should Patricia call in sick for a few days ?

Should Patricia chat with her colleagues about the issue ?

How can Patricia protect her privacy in this situation ?

Should Patricia try talking to again ?

Should Patricia a complaint report with supervisor ?

Should Patricia talk to Human Resources again regarding her disability ?

Should Patricia try to start a disability committee ( or a diversity , equity and inclusion committee ) with and management ?

Should Patricia try to start a workplace union to advocate for workers rights ?

Other ideas ?

What should the supervisor , do ?

Can continue to ignore Patricia now that another supervisor is in place ?

legally or ethically obligated to do anything else now ?

Should the employees personnel for designated accommodations ?

Should discuss the issue with Human Resources ?

Should discuss the issue with the employee and Human Resources ?

Should discuss the issue with her own supervisor ?

What are legal and ethical obligations to protect the employees privacy ?

Other ideas ?

What should the organization , bank , do ( if they become aware of the events ) Should the organization reexamine the ethical and legal obligations of the organization towards its employees ?

Should the organization train everyone on how to behave in a diverse workforce ?

Should the organization provide resolution training ?

Should the organization have policies or be updating their policies on diversity , equity and inclusion ?

How would policies be enforced ?

Who would enforce policies ?

Who would be involved in monitoring issues such as accessibility and inclusion ?

60 Discussion What should happen next ?

Should the organization be starting and maintaining committees on diversity , equity and inclusion ?

Should these committees be consultative or provide direction and contribute to strategic planning ?

Other ideas ?

Discussion What should happen next ?

61 Teaching Notes BRIANNA DOYLE DEIRDRE AND Note to teachers This scenario deals with sensitive and controversial issues . Discussions may be upsetting for some students . Please provide context and background information about invisible disability issues , especially background information that challenges common assumptions . This background information will help prepare students for a robust but respectful discussion . Please see the background information above and bibliography below or seek other sources from your own diversity and inclusion specialists , accessibility services or other educational supports . What will students discuss ?

As relevant to course learning outcomes , students will discuss any of the following bias diversity , equity and inclusion , belonging , justice , dignity , human rights visible and invisible disabilities workplace accommodations bystander behaviours of professionalism resolution supervision customer service public relations banking practices organizational trends in the banking industry organizational development , leadership human resources hiring practices policy making and enforcement employer obligations internal communication , organizational culture 62 45 Teaching Notes

approaches to decision making other relevant topics Students may suggest various courses of action for the characters in the case . Students may argue that Patricia should take formal action to complain about her . Students may argue that Patricia should form an alliance with other marginalized employees to organize a group letter of complaint or other workplace actions . Students may argue that individual employee needs must be balanced with operational needs and business health . Students may argue that the organization has to change its culture and may recommend steps on how to implement change . Students may argue that Patricia should just let the incident go and continue working . Other ideas 45 Teaching Notes 63

References and Bibliography BRIANNA DOYLE DEIRDRE AND References British Columbia Human Rights Tribunal ( Human Rights and Duties in Employment . Henderson , Wheat , Malcolm , Clement , Barley , Slade , 2012 ) Systematic review of beliefs behaviours and influencing factors associated with disclosure of a mental health problem in the workplace . Psychiatry , 12 ( Government of Canada . 2022 ) Rights in the workplace . Leonard , 2022 , May ) Diversity and inclusion at work is a challenge and an opportunity . Globe Mail . Share , 2022 , May 10 ) Time for Canadian insurance companies to recognize invisible disabilities . Star . 2022 ) Workplace rights . Bibliography Accessibility Hub ( 2023 ) About Us . Canada ( 2022 ) Welcome to Brain Canada resource website . British Columbia Human Rights Tribunal ( Human Rights and Duties in Employment . Henderson , Wheat , Malcolm , Clement , Barley , Slade , 2012 ) Systematic review of beliefs behaviours and influencing factors associated with disclosure of a mental health problem in the workplace . Psychiatry , 12 ( Dobson , 2022 , New accessibility rules take effect in . Reporter . Government of Canada . 2022 ) Rights in the workplace . 2021 ) Facilitators and inhibitors of mental discrimination in the workplace A traditional review . Studies in Social Justice , 15 ( Leonard , 2022 , May ) Diversity and inclusion at work is a challenge and an opportunity . Globe Mail . Morris , Hughes , 2018 , November 28 ) A demographic and income 64 References and Bibliography

of Canadians with disabilities aged 15 Vears and over 2017 . Statistics Canada . Share , 2022 , May 10 ) Time for Canadian insurance companies to recognize invisible disabilities . Star . 2022 ) Workplace rights . References and Bibliography 65