Diversity Training at Toys "R" Us, Inc

Initially, the management found it difficult to discuss diversity with its employees. To overcome the inhibitions of its employees, the management decided to begin the program with LIFO training. The objective of the half-day/full-day LIFO workshop was to improve the communication skills of the employees.

The workshop also aimed to minimize employee resistance and increase acceptance of new ideas, create a non-defensive, open atmosphere, and resolve differences. This was done by asking employees to identify their superiors'/subordinates' communication styles. Then, they were asked to frame orders/requests so that they suited the superiors'/subordinates' communication styles...

In the late 1990s, TRUI, which was considered a 'traditionally' run company, began facing high levels of employee turnover; this affected productivity and service levels and pushed costs up as well. This prompted the management to include, among other things, a workforce diversity program for attracting and retaining talent from diverse sections of society (Refer Exhibit II for More Information about Diversity Training).

TRUI as well as other retailers have come to understand the advantages that a diverse workforce can provide in customer service. Sharon Saunders, Vice President and Director of Employment, J.C.Penneys said, "Today, companies are looking to reflect the demographics of the communities they serve...