The now infamous Starbucks controversy, in which a manager called the police on two black men waiting in her store, highlighted how a personal bias can affect how employees treat customers. But what can you do about it?
Bias is hardly limited to a few stores. Kathryn Moody at the news website HR Dive, points out that a number of similar events were publicized after the Starbucks story broke, so it would be a mistake to think any organization could be immune to it.
Besides, being inclusive is good for business.
“An inclusive workplace enables a higher sense of purpose and better job satisfaction, as well as improved physical and emotional health throughout the workforce,” Moody writes. “In turn, the organization is more productive and customer satisfaction improves because employees are in a place to give their best to other people.”
While we cannot eliminate our biases, we can manage them. Moody relays several ideas from a presentation by Paul Meshanko, CEO of Legacy Business Cultures.