Overall Purpose 

  1. Develop mindful habits in all aspects of service in a diverse climate.
  2. Master the skill, behavior and attitude of a person who builds authentic connections with individuals across cultures (or outside their comfort zone).

Big ideas:  

  1. Unconscious bias (simple stories) hinders the creation of authentic connections with colleagues, customers, clients, and anyone you interact with.
  2. You can mitigate the impact of unconscious bias (value and respect others) by associating positive images and words with customers outside your comfort zone.
  3. Unconscious bias prevents us from seeing the big picture or discerning  the impact of our behavior.

MODULE 1 – AWARENESS 

UNCONSCIOUS BIAS

Learning Goal/Objective: 

I can describe the skills, behavior, and attitude that supports respectful communication when talking about or dealing with people from different regions of the country or the world

  1. A general theory of unconscious (implicit) bias
  2. The authority of the unconscious mind

  3. Simple stories

DIVERSITY AND INCLUSION

Learning Goal/Objective: 

I can use the 2-plus-1 competency model to build my capacity to promote respect for diversity and engage in inclusive leadership behavior.

  1. Diversity and Inclusion: A 2-PLUS-1 competency-based framework

  2. Scenarios

MODULE 2 – ANALYSIS

BIAS IN ACTION

Learning Goal: 

I can use the lens (concept) of simple stories to uncover and identify bias that hinders authentic customer connections.

  1. Theory of bias

  2. Red-flag language

MODULE 3 – ACTION

MITIGATING THE INFLUENCE OF UNCONSCIOUS BIAS

Learning Goal: 

I can use the lens (concept) of simple stories, values, and the open and honest communication model to build authentic connections with stakeholders?

  1. Five strategies for building authentic connections with customers

  2. Using values to build authentic, trusting relations with coworkers

  3. Valued, respected and heard: Engaging in open and honest communication

  4. Personal Next Steps

Webinar (4-hour)

The webinar is conducted in two parts and can be scheduled at times convenient to you. Please contact us for group rates.

Cost: $390

Click to Register for the - Unconscious Bias Training webinar

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