"<< Background >>Diversity Management (DM) was born in the USA in the 1960s, when the Civil Rights Movement bursts onto the social and political scene, raising the issue of diversity as a central issue in the American public debate. Only in the Nineties did the DM spread in a decisive way in Europe and from the effort of the European Union in 2004 the Diversity Charters were born and are currently signed in 26 countries. However, there is a substantial gap in the activation of diversity policies, especially with reference to the management of diversity within the internal organization of work, with patchy situations in Europe and above all with a lack of indicators at the level of real impact. The DM implies a strong commitment on the part of those who have roles of decision and management of organizational processes and is not a simple process free from resistance and missteps. The internal work environment, starting with the managers, must in fact have the necessary skills in listening, reading needs, communicating as well as managing and negotiating conflicts which, in the first phase of enhancing diversity, will tend to increase. In addition, the interventions must be placed within the specific organizational and territorial reality. To do this, very significant skills in reading organizational contexts and of a relational and communicative nature are required. As well as the ability to manage participatory and shared processes. This gap will be partly filled with InPluServ. The InPluSERV Project also stands in a perspective of complementarity with respect to a previous experience ""Others and me - The management of relationships in the workplace"" (2016-2019), a project that involved CGIL / INCA (promoter) and ANCI (partner / promoter) and intended for workers of the Italian Public Administration. ""Others and me"" highlighted the need for training on the transversal skills of managers and management bodies as a driving force to favor the management of diversity and mediation of conflicts and improve the quality of public service organisation and delivery. From this derives the need to strengthen the skills of PA managers as a priority and to offer a space for the exchange of good practices at European level suitable for guaranteeing the implementation of targeted and effective policies for the internal workforce and for the external context, both in terms of human resource management and talent attraction and above all, as the focus of this project, to ensure that public services, a privileged place for access to citizenship rights, are capable of deciphering and managing the complexity of their users. The project therefore also contributes to the VET priority to adapt to market expectations, understood in this case as the public of users of public services, through forms of work-based education and basic skills within public organizations. The transnational character will also make it possible to collect data and assessments capable of improving the harmonization at European level of the impact indicators of DM policies, in particular for public services, which often are not a priority in enhancing the DM.<< Objectives >>The provision of inclusive public services, capable of also adapting to the needs of vulnerable categories, is a fundamental need of today's global societies. It can be better achieved by equipping the top figures of public administrations (Managers) with the necessary skills in managing diversity and inclusive leadership. Currently, at the European level, there are great differences in the standards of professional training for civil servants and soft skills oriented to the management of diversity and conflict mediation are often overlooked.The project contributes primarily to innovation in the VET sector, through the development of a specific training offer in fully digital mode in the sector of professional training aimed at managers of Public Administrations focused on Diversity Management (DM).The specific objectives include the development of transversal skills in conflict management and mediation, through the development of approaches, methodologies and tools for professional training. In this sense, the Project uses digital technologies and innovative open educational practices. InPluSERV also aims to promote the creation of networks between public administrations and VET training providers, thus encouraging their ability to work transnationally, as well as to share ideas and methodologies. In this sense, the Project explicitly refers to the European system of recognition of vocational training (ECVET, EQF, EQAVET).InPluSERV brings together 8 partners, including the coordinator, from 6 European countries.The direct beneficiaries of the InPluSERV Project are first of all the 45 managers of the Public Administration who will participate in the training pilots in Italy, Portugal, Cyprus and The Netherlands. Additional managers will be contacted to provide feedback and evaluations. Furthermore, 10 non-managerial public employees and 10 representatives of public service users of different backgrounds for each Pilot country will be involved. They will be able to access the training resources produced and will participate with the managers in a design workshop, aimed at an initial diversity management strategy for the public services involved in the Pilots.Those who will benefit directly from the project activities also include the project partners who will participate in the training activity planned to become trainers themselves and who will enahnce their ability to work on DM and related skills at a European and trasnational level.The indirect beneficiaries of the Project include: disadvantaged categories (unemployed, migrants and asylum seekers, economic / social marginalization) consulted in the co-design phase as end users of public services; the employees of the PAs to which the managers directly involved in the project belong; the Employees of the PA reached through the dissemination of the project, public administrations and related associations; Training bodies in general and bodies responsible for indicating the training standards for the PA; Specialized think tanks; Trade associations, staff recruitment agencies.The main innovativeness of InPluSERV is therefore to create interventions / training courses that can usefully integrate the mainstream training of the managerial component of the PA, in order to manage diversity and mediate conflict, making public services more inclusive and the work environment of public organizations more efficient. The relevance of the partnership in terms of skills and experiences, the open access usability of the outputs, as well as the commitment of the partners to activate large networks of stakeholders, make - among other things - the sustainability of the project particularly solid even after the end of the European funding.<< Implementation >>The activities are structured through 4 Project Results. First of all, it starts with the development of the Curriculum for training in Diversity Management for Inclusive Public Services (PR1): through a co-planning action with relevant stakeholders and involving vulnerable social categories, the training package is created, translated into all project languages ​​and made available in open access. Particularly important is the test phase to which both the training curriculum and the E-learning platform are subjected in 4 participating countries: Italy, Portugal, the Netherlands and Cyprus, out of a total of 45 managers and which will allow to refine and perfect what realized from the previous phases of the project.PR2 provides for the creation of the Open Educational Resource and E-learning platform, the main training tool. The open educational resource will include a digital platform for e-learning, data collection and evaluation of methodologies and tools. The structure of the platform and the entire e-learning approach is designed to enhance interactivity for and between participants, which is necessary compared to more traditional methods to stimulate and encourage the learning of transversal and relational skills, which compared to acquisition of technical skills, require the use of various and integrated techniques and methodologies. Each module will consist of various preparatory steps and each training step by a content, written or visual, and subsequent open questions to stimulate the minds of users towards their own critical and personal thinking. The web platform will feature interactive content, thematic modules with video material, images, interactive boxes, to generate in-depth content processing.PR3 provides for the European validation of training, through the European system of recognition of vocational training (ECVET, EQF, EQAVET).With the PR4, with the implementation of the Report and Policy Guidance, tools are created to support a generalized use of the training resource for the management of diversity and the prevention of conflicts intended for managers of public administrations, in order to put stakeholders (local , national and European) in the conditions of effectively using the training package created by this project, but also of sensitizing policy levels to the new training needs for inclusive public services, in particular transversal skills for the management of diversity.In addition to the Project Reults the project plans 2 transnational project meetings in presence and 6 Multiplier Events, including an International final conference, as well as a Learning Activity aimed at training the trainers, internal to the participating organizations, who will use the resources developed and who will guide the 4 Pilots.<< Results >>The expected results concern:1. The development of a curriculum, starting from the previous experiences of the project partners, dedicated to the training of Public Administration (PA) Managers (executives of public services, human resources managers and other decision-making roles related to public services), as a condition basis for the creation of inclusive public services. The development of a training path able to combine the dual result of promoting the management of diversity and the mediation of conflicts in the provision of public services and within the workplace, where in general only the second area. Adequately training the top figures of the PA in terms of diversity management and conflict mediation produces, in cascade, a virtuous effect in the way in which the public organization is able to manage dialogue with end users. The InPluSERV project therefore contributes to remedy the lack of training options with the aim of promoting the diversity and inclusiveness of public services, thus promoting a strong impact in partner countries.2. The development of open educational resources (OER) for the effective training of managers of PA. The open educational resource will include a digital platform for e-learning, data collection and evaluation of methodologies and tools;3. The advancement of research on methodologies and tools, especially ""work based"", for effective training of PA managers and administrations as well as the development of impact indicators of DM strategies, in particular with a view to greater inclusiveness and proper diversity management to support active citizenship, as well as conflict and stress management skills and the creation of a healthy work environment.4. The improvement of the Soft Skills of PA Managers, especially linked to DM and promotion of their introduction in the mainstream training of top management figures in the PA. On the basis of the results previously achieved, in fact, specific training is considered essential for managers in the public sector, key figures able to act as multipliers within their work environment.5. The production of a ""Report and Policy Guidance"" (PR4) for the integration of professional training and awareness in the sectors of public administration and professional training on the importance of the curriculum for public services and public administration managers, aim to create inclusive public services, that is a package of tools useful for the substantial modification of the current and prevailing training standard for the Public Administration in the partner countries, which at the moment are most often lacking adequate training courses in terms of mediation of conflict, diversity management and promotion of inclusion. Or, where present, they take into consideration only the gender variable, which is one of the many (such as age, disability, nationality or even cognitive diversity), which need to be taken into consideration.6. The creation of a network of subjects interested in the integration of this type of training in the mainstream training of PA managers (referred to in point 4 above)."