Bias: Our Common Ground helps you create meaningful conversations with your teams about assumptions, biases, and connecting to customers. Because every human being has biases, the program builds a foundation based on awareness and curiosity. Without blame or judgment, your teams use tools to help them respond, not react, to customer bias to understand and manage their own bias.

Developing people means working respectfully with the thoughts and feelings that drive behavior, which are often rooted in unconscious bias. For every company committed to preserving their brand, there is a lot at stake: the experience, satisfaction and loyalty of their customers, and the experience, engagement and performance of their employees. 

Bias: Our Common Ground is conversation-based awareness and skills training 

This leader-led program helps you create meaningful conversations with your teams about assumptions, biases, and connecting to customers. 

No exploration of bias can ensure that people will change how they think or how they treat others. However, by focusing on enhancing awareness and building skills, employees can be “empowered from within” to make conscious choices about how they treat customers and co-workers.

This program focuses on awareness, strategies, and skills to make good choices

Engaging animations set the stage and frame the leader-led conversation around bias.

The animations, talking points, and handouts help leaders to:

  • Frame and explore bias with curiosity instead of blame or judgment.

  • Engage their teams in candid conversations about race, gender, age, religion, status, appearance,
    and other perceived characteristics.

  • Explore how the customer treats the employee and how the employee’s behaviors and preconceived ideas influence the customer’s behavior.

  • Build greater self-awareness and useful skills to manage customer and employee bias through conscious choice.


Sample Content

The following animation, "The Elephant in the Room," introduces the idea that 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.