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Prepare your organization for change through a phased approach and nurture relationships while managing crises. Address cultural review for a more inclusive workplace. Learn practical strategies to engage, communicate, and act effectively.
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Symposium on Building Inclusive Organizations: The Leadership imperative October, 2018
Module #5The Phased Approach Prepare your organization for change 1. Establish your motivation 2. Vocalize your intent 3. Engage your team 4. Gather information 5. Act on information
Compelling InterestsIn the modern workplace, there is an expectation that you (regardless of specialty area) will be expected to contribute to your organization’s efforts towards creating an inclusive climate. A number of variables contribute to this - 1. A shifting workplace and customer demographic • A current lack of expertise within the existing personnel 3. Competition from peers who have already implemented D&I efforts 4. Local, state, or national influencers (including media) • Any professional who thinks the conversation about creating and maintaining a more inclusive workplace does not pertain to them, is a potential liability to themselves and the organization
Compelling Interests 1. Issues escalate quickly 2. A little caution goes a long way 3. Mea culpa: own it, don’t deflect
Leadership Imperative This is a perpetual work in progress. You will ALWAYS be in the process of skills building.
Leadership Imperative Module 1: Nurture Relationships Module 2: Crisis Management --------------------------------------- Module 3: Culture Review Module 4: Provide a balanced perspective Module 5: Adopt a phased approach
Module 1: Outlining the Nature and Scope of Engagement • How to engage • How to communicate • How to be visible with your actions
Practical Application • Turn to a partner • Think about the organization or business you represent • You’ve decided to make building a more inclusive organization a top priority. When you get back to your organization, how are you going to make that decision more visible?
Module 2: Crisis Management The 4-Point Message System
Adapt and Thrive (The Cheerios Effect)
We send professional athletes to the gym with a trainer to get stronger and prevent harm. To create a more inclusive organization, where will you send your professionals to get stronger and prevent harm?
Symposium on Building Inclusive Organizations: The Leadership imperative October, 2018
Leadership Imperative Module 1: Nurture Relationships Module 2: Crisis Management --------------------------------------- Module 3: Culture Review Module 4: Provide a balanced perspective Module 5: Adopt a phased approach
Module #5The Phased Approach Prepare your organization for change 1. Establish your motivation 2.Vocalize your intent 3. Engage your team 4. Gather information 5. Act on information
Module 3: Culture Review • Confront the Brutal Facts • Yet Never Lose Faith
The Starbucks Brand • “To inspire & nurture the human spirit – one person, one cup & one neighborhood at a time.” • Creating a culture of warmth and belonging, where everyone is welcome 2) Acting with courage, challenging the status quo & finding new ways to grow our company & each other 3) Being present, connecting with transparency, dignity & respect 4) Delivering our very best in all we do, holding ourselves accountable for results
The Starbucks Brand • Strong sense of attention towards details, & replicating a consistent customer experience • Espresso Excellence Training” worked with around 135,000 baristas to enable them to pour a perfect espresso shot • Invest heavily in benefits to its employee/partners with accessible healthcare, education, & inner city development • Responsible & socially ethical company • Supporting farmer loans and forest conservation programs • Donate 100% of unsold food from its 7,600 U.S. stores to local food banks and pantries.
Incident • Two black men walk into a Starbucks in Downtown Philadelphia • They arrived 10 minutes early for a business meeting with a Real Estate Developer • The two men occupy a table without making a purchase • One requested the bathroom key • An employee refused stating, “It’s for paying customers only” • Within minutes of their arrival, the men were asked to leave • The manager then calls 911 “Hi., I have two gentlemen in my café that are refusing to make a purchase or leave.” • The Police arrive and arrest the two men without incident
Incident • Video widely shared on Twitter • Men Surrounded by police • White real estate developer is questioned as to “knowing” these men • Developer & others in the store feel the episode is ridiculous • The two men were arrested for “Suspicion of Trespassing” • They were held for 9 hours • They were not read their rights • They were not made aware of the charges against them • Eventually, no charges were pressed • There was no evidence that a crime was committed
Response • Starbucks apologized to the men and their customers via Twitter • CEO released statement calling situation “A reprehensible outcome” • CEO offered to meet men in person • CEO pledged to investigate and “make any necessary changes to our practices to prevent such an occurrence from ever happening again.”
Response • The settlement with Starbucks included an undisclosed financial payment, as well as an agreement for “continued listening and dialogue between the parties and specific action and opportunity.” • Starbucks closed all 8,000 U.S. stores for one afternoon so nearly 175,000 employees could undergo training on preventing implicit bias.
Papa John’s Founder was fired by his board after 1st wading into the debate over national anthem protests in the NFL blaming the league for slowing sales at Papa John’s. Then during a crisis management conference call when asked how he would distance himself from racist groups online. He responded by saying “Colonel Sanders called blacks n-----s, and never faced public backlash”
Old Navy shut down their West Des Moines store for a day and eventually fired three employees after they accused a patron of shoplifting a jacket that he wore into the store. As he was checking out to purchase some hoodies, he was asked if he wanted to also purchase the jacket that he was wearing. Then was asked to take off the jacket so the store manager could scan the number against their inventory.
Module 4: Providing a Balanced Perspective Issue: As leaders, you have identified Points of Pride in your organization. A balanced perspective requires that you also identify and address Areas of Concern.
Inclusion SWOT AnalysisAnalyzing strengths, weaknesses, opportunities, & threatsrelated to diversity, equity, and inclusion Why conduct an Inclusion SWOT? • A diverse workforce is required for an increasingly diverse customer base • Demographic diversity increases creativity and innovation, which enhances organizational competitiveness • Inclusion is good for your bottom line * improved profitability * higher employment retention rates * increased productivity rates (engaged workforce) * increased value creation (performance, governance) • Inclusion is Good – a right and ethical imperative as corporate citizens
