The Elephant in the Room
Bias is our common ground as human beings. We can learn how to look at our biases with curiosity instead of with shame, judgment, or denial and then consider how we choose to treat our customers and one another.
Explore and Manage Customer Bias
We can’t control how a customer thinks or the bias that influences how they treat us, but we can learn to notice our thoughts and feelings, and then make the choice to respond instead of react.
Explore and Manage Employee Bias
The goal of understanding our own bias is not to make us feel bad—it’s to empower us to examine our biases for the benefit of ourselves, our team, and our customers.