People Management: Three minutes with - Hilary Isham, director of personnel, the Shaw Trust

What do you hope to achieve through your new equality and diversity policy and code of conduct? Essentially, they will set minimum standards of behaviour, not just among our own staff, but also among external bodies such as subcontractors and partner organisations.

We will be encouraging people to challenge what might have been considered acceptable in the past, and there will be a clear procedure to follow if people want to make a complaint.

Why were they introduced? We carried out a survey of our employees last year that has informed the new policy and code of conduct. We discovered that although our staff felt we were committed to the principle of diversity, this wasn't always translated into practice. Our female employees recorded higher levels of dissatisfaction, as did people running services who had been here for more than three years.

Do you already have a diverse workforce? Yes, very much so - 18 per cent of our workforce has disabilities so, as a charity that helps disabled people find employment, we practise what we preach. But nobody's perfect, and we discovered that there is still room for improvement.

What kind of things could be improved? It's about giving consideration to all our employees in every aspect of what we do. For instance, if we are disseminating information, we need to take into account that an email will be of little use to partially sighted employees. It's important not to make people feel like they were an afterthought. It's about avoiding complacency.

What has been the outcome so far? It makes an enormous amount of difference to the way people feel about being employees here - it makes them appreciate working here. Quite often you find that it is the little differences that really matter - it's not just about improving the accessibility of our offices, but about how we interact with our staff.

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