{"id":1491,"date":"2024-02-02T21:50:26","date_gmt":"2024-02-02T21:50:26","guid":{"rendered":"https:\/\/content.one.lumenlearning.com\/businesscommunication\/?post_type=chapter&#038;p=1491"},"modified":"2024-07-26T15:31:23","modified_gmt":"2024-07-26T15:31:23","slug":"apply-it-overcoming-bias-in-workplace-communication","status":"publish","type":"chapter","link":"https:\/\/content.one.lumenlearning.com\/businesscommunication\/chapter\/apply-it-overcoming-bias-in-workplace-communication\/","title":{"raw":"Apply It: Overcoming Bias in Workplace Communication","rendered":"Apply It: Overcoming Bias in Workplace Communication"},"content":{"raw":"<section class=\"textbox learningGoals\">\r\n<ul>\r\n\t<li>Understand the difference between stereotypes, prejudice, and discrimination<\/li>\r\n\t<li>Understand how biases can affect communication in the workplace<\/li>\r\n<\/ul>\r\n<\/section>\r\n<h2>Starbucks and Racial Bias Training<\/h2>\r\n<p>In April 2018, Starbucks faced significant public backlash after an incident in a Philadelphia store where two Black men, Rashon Nelson and Donte Robinson, were arrested while waiting for a friend. The men had not made a purchase and were reportedly denied the use of the restroom, which led to the store manager calling the police. The incident was widely perceived as an example of racial profiling and sparked a national conversation about racial bias in customer service.[footnote]PBS News. \u201cBlack men arrested at Starbucks settle for $200K program,\u201d May 2, 2018. https:\/\/www.pbs.org\/newshour\/nation\/black-men-arrested-at-starbucks-settle-for-200k-program[\/footnote]<\/p>\r\n<p>In response, Starbucks decided to close all of its U.S. stores for an afternoon on May 29, 2018, to conduct racial bias training for its employees. This decision aimed to address issues of implicit bias and promote a more inclusive and welcoming environment for all customers. [footnote]Dahlstrom, Linda. \u201cBeyond May 29: Lessons from Starbucks anti-bias training \u2014 and what\u2019s next.\u201d Starbucks, July 2, 2018. Accessed June 22, 2024. https:\/\/stories.starbucks.com\/stories\/2018\/beyond-may-29-lessons-from-starbucks-anti-bias-training-and-whats-next\/[\/footnote]<\/p>\r\n<section class=\"textbox watchIt\">\r\n<p>Starbucks employees were shown this video as part of the racial bias training.<\/p>\r\n<p>WARNING: This video contains disturbing scenes of violence.<\/p>\r\n<p>[embed]https:\/\/youtu.be\/eDPTVEqkGa4[\/embed]<\/p>\r\n<p>You can view the\u00a0<a href=\"https:\/\/course-building.s3.us-west-2.amazonaws.com\/BCommMgrs\/Transcripts\/StarbucksShowedThisShortFilmtoItsEmployeesToTeachThemAboutRacialBiasNowThis_transcript.txt\" target=\"_blank\" rel=\"noopener\">transcript for \"Starbucks Showed This Short Film to Its Employees To Teach Them About Racial Bias | NowThis\" here (opens in new window).<\/a><\/p>\r\n<\/section>\r\n<section class=\"textbox watchIt\">\r\n<p>This video describes the highly controlled interview session that the media were invited to after the racial bias training to speak with upper management but not front-line employees who participated in the training.<\/p>\r\n<p><iframe src=\"\/\/plugin.3playmedia.com\/show?mf=12280534&amp;p3sdk_version=1.10.1&amp;p=20361&amp;pt=375&amp;video_id=nilJn3qBrkg&amp;video_target=tpm-plugin-jgcdk9jp-nilJn3qBrkg\" width=\"800px\" height=\"450px\" frameborder=\"0\" marginwidth=\"0px\" marginheight=\"0px\"><\/iframe><\/p>\r\n<p>You can view the\u00a0<a href=\"https:\/\/course-building.s3.us-west-2.amazonaws.com\/BCommMgrs\/Transcripts\/Starbucks'RacialBiasTrainingWentGreat%2CAccordingToStarbucks(HBO)_transcript.txt\" target=\"_blank\" rel=\"noopener\">transcript for \"Starbucks' Racial Bias Training Went Great, According To Starbucks (HBO)\" here (opens in new window).<\/a><\/p>\r\n<\/section>\r\n<section class=\"textbox connectIt\">\r\n<h3>Is a four-hour racial bias training session sufficient to address and mitigate ingrained biases?<\/h3>\r\n<p>[reveal-answer q=\"536127\"]Click to Show Sample Answer[\/reveal-answer]<br \/>\r\n[hidden-answer a=\"536127\"]According to sociologists Frank Dobbin and Alexandra Kalev, diversity training often fails to produce lasting effects. People might learn the \"correct\" responses to questions about bias temporarily, but these effects rarely last beyond a few days. In some cases, mandatory training can even activate bias or spark a backlash, as people resist being coerced into changing their attitudes.[footnote]Dobbin, Frank, and Alexandra Kalev. \u201cWhy Diversity Programs Fail.\u201d Harvard Business Review, July 2016. Accessed June 22, 2024. https:\/\/hbr.org\/2016\/07\/why-diversity-programs-fail[\/footnote]<\/p>\r\n<p>They suggest there are more effective approaches than mandatory training workshops:[footnote]Id.[\/footnote]<\/p>\r\n<ul>\r\n\t<li>\r\n<p><strong>Positive Engagement<\/strong>: More effective approaches involve engaging managers in diversity efforts voluntarily. When managers participate willingly, such as through college recruitment programs targeting minorities or mentoring initiatives, they are more likely to become invested in the success of these efforts and see themselves as champions of diversity.<\/p>\r\n<\/li>\r\n\t<li>\r\n<p><strong>Social Accountability and Contact<\/strong>: Promoting social accountability and increasing intergroup contact are other effective strategies. Programs that require managers to explain their decisions or that create opportunities for different groups to work together on equal footing can reduce bias. For example, self-managed teams and cross-training can increase contact among diverse groups and lead to more equitable hiring and promotion practices.<\/p>\r\n<\/li>\r\n\t<li>\r\n<p><strong>Long-term and Integrated Efforts<\/strong>: Sustainable change requires ongoing and integrated efforts rather than one-time training sessions. Companies that implement continuous engagement strategies, such as mentoring and diversity task forces, see more substantial and lasting improvements in diversity.<\/p>\r\n<\/li>\r\n<\/ul>\r\n<p>[\/hidden-answer]<\/p>\r\n<\/section>","rendered":"<section class=\"textbox learningGoals\">\n<ul>\n<li>Understand the difference between stereotypes, prejudice, and discrimination<\/li>\n<li>Understand how biases can affect communication in the workplace<\/li>\n<\/ul>\n<\/section>\n<h2>Starbucks and Racial Bias Training<\/h2>\n<p>In April 2018, Starbucks faced significant public backlash after an incident in a Philadelphia store where two Black men, Rashon Nelson and Donte Robinson, were arrested while waiting for a friend. The men had not made a purchase and were reportedly denied the use of the restroom, which led to the store manager calling the police. The incident was widely perceived as an example of racial profiling and sparked a national conversation about racial bias in customer service.<a class=\"footnote\" title=\"PBS News. \u201cBlack men arrested at Starbucks settle for $200K program,\u201d May 2, 2018. https:\/\/www.pbs.org\/newshour\/nation\/black-men-arrested-at-starbucks-settle-for-200k-program\" id=\"return-footnote-1491-1\" href=\"#footnote-1491-1\" aria-label=\"Footnote 1\"><sup class=\"footnote\">[1]<\/sup><\/a><\/p>\n<p>In response, Starbucks decided to close all of its U.S. stores for an afternoon on May 29, 2018, to conduct racial bias training for its employees. This decision aimed to address issues of implicit bias and promote a more inclusive and welcoming environment for all customers. <a class=\"footnote\" title=\"Dahlstrom, Linda. \u201cBeyond May 29: Lessons from Starbucks anti-bias training \u2014 and what\u2019s next.\u201d Starbucks, July 2, 2018. Accessed June 22, 2024. https:\/\/stories.starbucks.com\/stories\/2018\/beyond-may-29-lessons-from-starbucks-anti-bias-training-and-whats-next\/\" id=\"return-footnote-1491-2\" href=\"#footnote-1491-2\" aria-label=\"Footnote 2\"><sup class=\"footnote\">[2]<\/sup><\/a><\/p>\n<section class=\"textbox watchIt\">\n<p>Starbucks employees were shown this video as part of the racial bias training.<\/p>\n<p>WARNING: This video contains disturbing scenes of violence.<\/p>\n<p><iframe loading=\"lazy\" id=\"oembed-1\" title=\"Starbucks Showed This Short Film to Its Employees To Teach Them About Racial Bias | NowThis\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/eDPTVEqkGa4?feature=oembed&#38;rel=0\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p>You can view the\u00a0<a href=\"https:\/\/course-building.s3.us-west-2.amazonaws.com\/BCommMgrs\/Transcripts\/StarbucksShowedThisShortFilmtoItsEmployeesToTeachThemAboutRacialBiasNowThis_transcript.txt\" target=\"_blank\" rel=\"noopener\">transcript for &#8220;Starbucks Showed This Short Film to Its Employees To Teach Them About Racial Bias | NowThis&#8221; here (opens in new window).<\/a><\/p>\n<\/section>\n<section class=\"textbox watchIt\">\n<p>This video describes the highly controlled interview session that the media were invited to after the racial bias training to speak with upper management but not front-line employees who participated in the training.<\/p>\n<p><iframe loading=\"lazy\" src=\"\/\/plugin.3playmedia.com\/show?mf=12280534&amp;p3sdk_version=1.10.1&amp;p=20361&amp;pt=375&amp;video_id=nilJn3qBrkg&amp;video_target=tpm-plugin-jgcdk9jp-nilJn3qBrkg\" width=\"800px\" height=\"450px\" frameborder=\"0\" marginwidth=\"0px\" marginheight=\"0px\"><\/iframe><\/p>\n<p>You can view the\u00a0<a href=\"https:\/\/course-building.s3.us-west-2.amazonaws.com\/BCommMgrs\/Transcripts\/Starbucks'RacialBiasTrainingWentGreat%2CAccordingToStarbucks(HBO)_transcript.txt\" target=\"_blank\" rel=\"noopener\">transcript for &#8220;Starbucks&#8217; Racial Bias Training Went Great, According To Starbucks (HBO)&#8221; here (opens in new window).<\/a><\/p>\n<\/section>\n<section class=\"textbox connectIt\">\n<h3>Is a four-hour racial bias training session sufficient to address and mitigate ingrained biases?<\/h3>\n<p><div class=\"qa-wrapper\" style=\"display: block\"><button class=\"show-answer show-answer-button collapsed\" data-target=\"q536127\">Click to Show Sample Answer<\/button><\/p>\n<div id=\"q536127\" class=\"hidden-answer\" style=\"display: none\">According to sociologists Frank Dobbin and Alexandra Kalev, diversity training often fails to produce lasting effects. People might learn the &#8220;correct&#8221; responses to questions about bias temporarily, but these effects rarely last beyond a few days. In some cases, mandatory training can even activate bias or spark a backlash, as people resist being coerced into changing their attitudes.<a class=\"footnote\" title=\"Dobbin, Frank, and Alexandra Kalev. \u201cWhy Diversity Programs Fail.\u201d Harvard Business Review, July 2016. Accessed June 22, 2024. https:\/\/hbr.org\/2016\/07\/why-diversity-programs-fail\" id=\"return-footnote-1491-3\" href=\"#footnote-1491-3\" aria-label=\"Footnote 3\"><sup class=\"footnote\">[3]<\/sup><\/a><\/p>\n<p>They suggest there are more effective approaches than mandatory training workshops:<a class=\"footnote\" title=\"Id.\" id=\"return-footnote-1491-4\" href=\"#footnote-1491-4\" aria-label=\"Footnote 4\"><sup class=\"footnote\">[4]<\/sup><\/a><\/p>\n<ul>\n<li>\n<p><strong>Positive Engagement<\/strong>: More effective approaches involve engaging managers in diversity efforts voluntarily. When managers participate willingly, such as through college recruitment programs targeting minorities or mentoring initiatives, they are more likely to become invested in the success of these efforts and see themselves as champions of diversity.<\/p>\n<\/li>\n<li>\n<p><strong>Social Accountability and Contact<\/strong>: Promoting social accountability and increasing intergroup contact are other effective strategies. Programs that require managers to explain their decisions or that create opportunities for different groups to work together on equal footing can reduce bias. For example, self-managed teams and cross-training can increase contact among diverse groups and lead to more equitable hiring and promotion practices.<\/p>\n<\/li>\n<li>\n<p><strong>Long-term and Integrated Efforts<\/strong>: Sustainable change requires ongoing and integrated efforts rather than one-time training sessions. Companies that implement continuous engagement strategies, such as mentoring and diversity task forces, see more substantial and lasting improvements in diversity.<\/p>\n<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<\/section>\n<hr class=\"before-footnotes clear\" \/><div class=\"footnotes\"><ol><li id=\"footnote-1491-1\">PBS News. \u201cBlack men arrested at Starbucks settle for $200K program,\u201d May 2, 2018. https:\/\/www.pbs.org\/newshour\/nation\/black-men-arrested-at-starbucks-settle-for-200k-program <a href=\"#return-footnote-1491-1\" class=\"return-footnote\" aria-label=\"Return to footnote 1\">&crarr;<\/a><\/li><li id=\"footnote-1491-2\">Dahlstrom, Linda. \u201cBeyond May 29: Lessons from Starbucks anti-bias training \u2014 and what\u2019s next.\u201d Starbucks, July 2, 2018. Accessed June 22, 2024. https:\/\/stories.starbucks.com\/stories\/2018\/beyond-may-29-lessons-from-starbucks-anti-bias-training-and-whats-next\/ <a href=\"#return-footnote-1491-2\" class=\"return-footnote\" aria-label=\"Return to footnote 2\">&crarr;<\/a><\/li><li id=\"footnote-1491-3\">Dobbin, Frank, and Alexandra Kalev. \u201cWhy Diversity Programs Fail.\u201d Harvard Business Review, July 2016. Accessed June 22, 2024. https:\/\/hbr.org\/2016\/07\/why-diversity-programs-fail <a href=\"#return-footnote-1491-3\" class=\"return-footnote\" aria-label=\"Return to footnote 3\">&crarr;<\/a><\/li><li id=\"footnote-1491-4\">Id. <a href=\"#return-footnote-1491-4\" class=\"return-footnote\" aria-label=\"Return to footnote 4\">&crarr;<\/a><\/li><\/ol><\/div>","protected":false},"author":23,"menu_order":21,"template":"","meta":{"_candela_citation":"[{\"type\":\"pd\",\"description\":\"Adapted from material created using ChatGPT\",\"author\":\"Lumen Learning\",\"organization\":\"OpenAI\",\"url\":\"\",\"project\":\"\",\"license\":\"pd\",\"license_terms\":\"\"},{\"type\":\"copyrighted_video\",\"description\":\"Starbucks Showed This Short Film to Its Employees To Teach Them About Racial Bias | NowThis\",\"author\":\"NowThis Impact\",\"organization\":\"\",\"url\":\"https:\/\/youtu.be\/eDPTVEqkGa4\",\"project\":\"\",\"license\":\"other\",\"license_terms\":\"Standard YouTube License\"},{\"type\":\"copyrighted_video\",\"description\":\"Starbucks\\' Racial Bias Training Went Great, According To Starbucks (HBO)\",\"author\":\"VICE News\",\"organization\":\"\",\"url\":\"https:\/\/youtu.be\/nilJn3qBrkg\",\"project\":\"\",\"license\":\"other\",\"license_terms\":\"Standard YouTube License\"}]","pb_show_title":"on","pb_short_title":"","pb_subtitle":"","pb_authors":[],"pb_section_license":""},"chapter-type":[],"contributor":[],"license":[],"part":561,"module-header":"apply_it","content_attributions":null,"internal_book_links":[],"video_content":null,"cc_video_embed_content":{"cc_scripts":"","media_targets":[]},"try_it_collection":null,"_links":{"self":[{"href":"https:\/\/content.one.lumenlearning.com\/businesscommunication\/wp-json\/pressbooks\/v2\/chapters\/1491"}],"collection":[{"href":"https:\/\/content.one.lumenlearning.com\/businesscommunication\/wp-json\/pressbooks\/v2\/chapters"}],"about":[{"href":"https:\/\/content.one.lumenlearning.com\/businesscommunication\/wp-json\/wp\/v2\/types\/chapter"}],"author":[{"embeddable":true,"href":"https:\/\/content.one.lumenlearning.com\/businesscommunication\/wp-json\/wp\/v2\/users\/23"}],"version-history":[{"count":11,"href":"https:\/\/content.one.lumenlearning.com\/businesscommunication\/wp-json\/pressbooks\/v2\/chapters\/1491\/revisions"}],"predecessor-version":[{"id":4677,"href":"https:\/\/content.one.lumenlearning.com\/businesscommunication\/wp-json\/pressbooks\/v2\/chapters\/1491\/revisions\/4677"}],"part":[{"href":"https:\/\/content.one.lumenlearning.com\/businesscommunication\/wp-json\/pressbooks\/v2\/parts\/561"}],"metadata":[{"href":"https:\/\/content.one.lumenlearning.com\/businesscommunication\/wp-json\/pressbooks\/v2\/chapters\/1491\/metadata\/"}],"wp:attachment":[{"href":"https:\/\/content.one.lumenlearning.com\/businesscommunication\/wp-json\/wp\/v2\/media?parent=1491"}],"wp:term":[{"taxonomy":"chapter-type","embeddable":true,"href":"https:\/\/content.one.lumenlearning.com\/businesscommunication\/wp-json\/pressbooks\/v2\/chapter-type?post=1491"},{"taxonomy":"contributor","embeddable":true,"href":"https:\/\/content.one.lumenlearning.com\/businesscommunication\/wp-json\/wp\/v2\/contributor?post=1491"},{"taxonomy":"license","embeddable":true,"href":"https:\/\/content.one.lumenlearning.com\/businesscommunication\/wp-json\/wp\/v2\/license?post=1491"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}