Transforming Chaotic Uniformity into Profitable Diversity
Total Engagement Consulting by Kimer The Impact of Unconscious Bias and the Use of Language on Diversity and Inclusion: Impacting Self, Client and Company March 7, 2018; NCEAPA 2018 Annual Conference By Stan C. Kimer, President and Owner, Total Engagement Consulting by Kimer http://www.TotalEngagementConsulting.com [email protected] Office: (919)-787-7315 Cell: (919)-215-5761 03/01/2020 1 Introduction Total Engagement Consulting by Kimer Formed in 2010 by Stan C. Kimer after 31-year IBM career Included executive role of overseeing career development for IBMs 3000 Sales Operations personnel around the world Career included stints in sales, marketing, finance and human resources (IBMs GLBT Diversity Manager) Current consulting offerings include:
Total Engagement Career Mapping an innovative and proven career development methodology for corporations and organizations Diversity management with a specialization in LGBT Outside community involvement / awards Member of two local SHRM chapters (Raleigh- Wake and Triangle), and National SHRM Member Greater Raleigh Chamber of Commerce Certified TMC / Berlitz Cultural Competency Trainer / Practictioner Member TODN (Triangle Organization Development Network) Triangle Business Journal Leaders in Diversity Role Model Award, 2013 Kimer-Kamba Community Center in Mtito-Andei, Kenya 03/01/2020 Total Engagement Consulting by Kimer 2 Introduction Total Engagement Consulting by Kimer What I like to do when I am not working 03/01/2020
Total Engagement Consulting by Kimer 3 Agenda Unconscious Bias What is it Relation to stereotyping What can we do about it? Language and Communications Intro to effective business communications Multicultural communications Role of language and words 03/01/2020 Total Engagement Consulting by Kimer t y n e an
i l C p m Co f l e S 4 Viewing Todays Discussion Where are you? Change Agent Active Supporter Neutral Nave Offender We can all temporarily be nave offenders especially with communities or people we may not be familiar with 03/01/2020 Deliberate Offender
Total Engagement Consulting by Kimer 5 Key terms in the diversity field Racism / Institutional Racism Sexism Prejudice Stereotyping Unconscious Bias
Homophobia / Transphobia Xenophobia White / Majority Privilege Internalized Oppression / Internalized Homophobia 03/01/2020 Total Engagement Consulting by Kimer 6 What is Unconscious Bias? Lets start with an exercise and this will not be fun (well for some it may be.) Based on my recent blog: Seven Biases in the
Workplace Lets Be Brutally Honest About It Throw out some words that pop into your head the first day this person shows up to work in your area Thank you to John Luecke, Intercultural Trainer and Consultant, for some of this material https://www.linkedin.com/in/jrluecke/ 03/01/2020 Total Engagement Consulting by Kimer 7 First Day in Your Department Slow Work-a-holic Lazy Professional 03/01/2020 Total Engagement Consulting by Kimer In poor health Committed
8 First Day as Your New Boss Sharp Pretty Slept her way to the top Air head Well groomed 03/01/2020 Slutty Total Engagement Consulting by Kimer Unprofessional 9 First Day in Your Department Dangerous Uneducated Air head Determined
Entitled Lazy 03/01/2020 Total Engagement Consulting by Kimer 10 First Day in Your Department Polite Inflexible 03/01/2020 Slow Accomplished Total Engagement Consulting by Kimer Experienced Set in her ways 11 First Day as Your New Boss Equal Opportunity Benefactor
Professional Friendly 03/01/2020 Smooth and Sly Total Engagement Consulting by Kimer 12 First Day in Your New Boss Rigid Authoritarian Patriotic Womanizer Skilled Dedicated 03/01/2020 Total Engagement Consulting by Kimer
13 First Day in Your Department Entitled Air head Creative Does not respect authority Rebellious 03/01/2020 Total Engagement Consulting by Kimer 14 First Day in Your Department Determined Flakey
03/01/2020 Authentic What bathroom will she / he use? Possible health / abstentee issues? Total Engagement Consulting by Kimer 15 BOOK DRAWING !!! 03/01/2020 Total Engagement Consulting by Kimer 16 What is Unconscious Bias? (1 of 3) Unconscious Bias refers to the
attitudes of stereotypes that affect our understanding, actions, and decisions in an unconscious manner. A stereotype is a preconceived, standardized, group-shared idea about the alleged essential nature of a whole category of persons without regard to individual differences within the category 03/01/2020 Total Engagement Consulting by Kimer 17 Another Exercise Stereotypes About YOU! Think about the groups you identify with
03/01/2020 Race Gender Nationality Ethnicity Age Sexual Orientation Ability / disability Religion / spirituality Geography Profession Political affiliation Social economic class Other Total Engagement Consulting by Kimer
18 Another Exercise Stereotypes About YOU! You each have 2 large yellow stickies Diversity Attribute Diversity Attribute Words: the negative ways people may stereotype you as part of that group. Words: the positives you associate with that group 03/01/2020 Total Engagement Consulting by Kimer 19 Wear your label Place one post it note on each of your shoulders
Silently walk about the room and read each others notes In groups of 2-4, discuss: What do you do to counter the negative stereotypes of your group? 03/01/2020 Group Group Words: How people may stereotype me Words: What I think about myself in terms of this attribute Total Engagement Consulting by Kimer
20 More on Stereotyping Stereotypes can be harmful when we . Place people in the wrong group Incorrectly describe the group norm Inappropriately evaluate the group Confuse the stereotype with the individual Fail to modify the stereotype 03/01/2020 Total Engagement Consulting by Kimer 21 What is Unconscious Bias? (2 of 3) The vast body of research on unconscious bias, also known as implicit or hidden bias, shows that: Many of our behaviors are rooted in the unconscious mind. We may not even be aware of some of our deep-rooted values and beliefs and how they shape our worldview and influence our behaviors and decision-making
Unconscious biases form the basis of a great deal of our behavior patterns about diversity. These biases, which encompass both favorable and unfavorable assessments, arise without our awareness and have enormous impact on fairness and inclusiveness Unconscious biases are pervasive. We are susceptible to and have unconscious biases, which we develop throughout our life beginning at a very early age. These biases cause us to have feelings and attitudes about other people based on characteristics such as race, ethnicity, age and appearance Unconscious biases have real-world impact on our behavior. Our unconscious biases may not align with our proclaimed beliefs 03/01/2020 Total Engagement Consulting by Kimer 22 What is Unconscious Bias? (3 of 3) Unconscious behavior is not just individual; it also influences organizational culture. Unconscious organizational patterns have a great impact on organizational decisions, choices and behaviors. They are often the reason for the perpetuation of the status quo and the inability to engage in organizational
change despite our best conscious efforts. t y n e an i l C p m Co f l e S 03/01/2020 Total Engagement Consulting by Kimer 23 But wait . Theres More! In addition to unconscious bias, researchers in cognitive psychology and behavioral economics have identified ingroup favoritism and outgroup homogeneity as cognitive biases that affect decision making-making and are relevant to diversity. Ingroup favoritism: a preference for people who are like us, so that
an individual might choose to work with someone of the same nationality, gender, and race. Outgroup homogeneity bias: the tendency for an individual to think that the group of people they belong to (their ingroup) is more diverse, while their outgroup is more homogeneous, with members who appear alike or even interchangeable Source: Diversity Matters by Vivian Hunt, Dennis Layton and Sara Prince, 2015 page 15 03/01/2020 Total Engagement Consulting by Kimer 24 A little but about the physiology of Unconscious Bias We see something Threatening Dangerous Fearful . Our amygdala quickly floods our bodies with cortisol and testosterone so that we can quickly respond to dangers. Take 80 200 milliseconds to respond
This shuts down our brains communication with our prefrontal cortex, where reasonable thinking takes place . So a few seconds of stillness can allow a more reasoned response to a perceived threat. 03/01/2020 Total Engagement Consulting by Kimer 25 So what can we do about this? Become Aware * Design a Plan * Live Your Plan 1. Since unconscious bias are just that unconscious, we may not be aware of them. There is a great tool for objectively assessing our own unconscious bias: the Implicit Attitude Test (IAT) Link: https://implicit.harvard.edu/implicit/ 2. Find a moment of stillness and consciously think through your thoughts in our prefrontal cortex (reasonable thinking) vs. amygdala (quick millisecond reaction to stimulus) 3. Ongoing education
4. Networking and interacting with groups and people unlike yourself, especially those that may be new to you or that you are uncomfortable with 5. 15 20 minutes of meditation allow time for your prefrontal cortex to engage. Detect * Reflect * Reject 03/01/2020 Total Engagement Consulting by Kimer 26 Be mindful of stereotyping and unconscious bias 03/01/2020 Total Engagement Consulting by Kimer
27 Next Topic: Diversity in Language and Communications Intro to effective business communications Multicultural communications Role of language and words 03/01/2020 Total Engagement Consulting by Kimer 28 Introduction to Effective Business Communications Conversational Intelligence: To get to the next level of greatness depends upon the quality of our culture, which depends upon the quality of our relationships, which depends upon the quality of our communications -- Adam Grant, Give and Take, A Revolutionary Approach to Success Unhealthy Conversations Distrust
Lower Productivity Deceit Lower Innovation Betrayal Avoidance LOWER SUCCESS 03/01/2020 Total Engagement Consulting by Kimer 29 Three Levels of Conversations 1. Transactional: exchange data and information 2. Positional: how to work with power and influence, making a case, trying to convince 3. Transformational: how to co-create the future for mutual success
Three points from the intro in Conversational Intelligence by Judith E. Glaser Pages xxx and xxxi 03/01/2020 Total Engagement Consulting by Kimer 30 Star Skills from Judith E. Glaser Build Rapport Listen Actively Ask Smart Questions NEEDS Reinforce Success 03/01/2020 Total Engagement Consulting by Kimer Dramatize
Your Message 31 The Changing Global Environment Single Location Teams Global Teams When I started my IBM career, all members of my department were in the same building with me. 30 years later when I retired, I had spent the last 5 years managing departments were every single person was remote from me. Single CountryCentric Sales Strategy $$$ 03/01/2020 Global Sales
FACT: The 15 fastest growing economies are 8.4%+ YtY growth 7 in Asia, 4 in Africa, 4 in South America. USA growth is 2.8%, #117 (that is the bottom half!) in the world Total Engagement Consulting by Kimer 32 The Changing Global Environment The white male American work force Diverse multinational teams FACT: Non-white entrants into the US workforce is growing from 24% in 1995 up to 31% in 2020. Local selling and buying Internet purchases are enabling global sales
FACT: 15% of Americans have spent $500 or more on line during the past 3 months. Internet technology has enabled an electronic-based global supply chain for corporate purchasing structures 03/01/2020 Total Engagement Consulting by Kimer 33 When the Two Worlds Collide !! e v Di 03/01/2020 Co mm un ica tio ns
y t i rs Total Engagement Consulting by Kimer 34 . And Now for the Complication !! Overlaying increase diversity in the workplace with conversational intelligence Your reality and mine are not the same You and I have different experiences We know different people, come from different parts of the world, and use different language to label our world Even those of us in the same room at the same time will take away different impressions of out time together From Conversational Intelligence by Judith E. Glaser 03/01/2020 Total Engagement Consulting by Kimer 35 The Diversity Field Continues to Evolve
Diversity continues to evolve and means so much more than gender and race. Current hot new topics in diversity Generational Global / Cultural LGBT (Lesbian, Gay, Bisexual and Transgender) Veterans Diversity of thought Also the diversity discussion is moving beyond the point of recognizing and affirming diversity in our enterprises, but to how diversity and inclusion can be a strategic competitive advantage Especially in the areas of generational and global / culture diversity, communications is very often a key element to address 03/01/2020
Total Engagement Consulting by Kimer 36 HOT NEW TOPIC: Generational Diversity Traditionalists (1927-1945) Disciplined, diplomatic Good manners are important Respect authority The Gen Xrs (1965-1981) Sense of independence Distrust of older generation Creative, entrepreneurial Technologically savvy Comfortable with change
03/01/2020 Total Engagement Consulting by Kimer Baby Boomers (1946-1964) Somewhat skeptical More money motivated Ethics and values are important May become workaholics The Millennials (1982 - 2002) Most adult-supervised kids in history Respect authority Need constant affirmation Close to parents Compassionate, global perspective Priorities outside of work 37
Communicating Across the Generations Traditionalists Baby Boomers Build trust through inclusive language (we, us) A leaders word is his/her bond Face to face or written communication Use more formal language Dont expect them to share their innermost thoughts immediately Learn their language and speak it Talk in short sound bytes to keep attention Present the facts, use straight talk Ask them for their feedback Share information immediately and often Use informal communication style Listenyou might learn something!
03/01/2020 Show me generation: use body language to communicate Speak in open, direct style not formal Answer questions thoroughly, and expect to be pressed for details Avoid controlling, manipulative language Present options show flexibility in your thinking Gen Y/Millennials Gen Xers
Let your language paint visual pictures Use action verbs to challenge them Dont talk down to them; they will resent it Show respect through your language Constantly seek their feedback Encourage them to break the rules Use humor-dont take yourself too seriously Total Engagement Consulting by Kimer 38 EMERGING TOPIC: Multicultural Diversity An increasing number of overseas nationals are now living in the United States,
including within our senior communities. It is important to understand that communications and interaction with people from various cultures has certain nuances and differences. JAPAN Handshake vs bowing Eye contact Handling business cards Addressing (last name san) BRASIL Our OK sign is considered vulgar Two or three kisses on alternate cheeks Hand signals for good luck and come here 03/01/2020 Total Engagement Consulting by Kimer 39 Multicultural Diversity (continued) INDIA Educated enjoy heated debates about defending their country and
systems Bargaining and negotiating not hurried No has harsh implication better to say Ill try. MEXICO Extreme courtesy is a characteristic of Mexican communications Continued intense eye contact can be viewed as aggressive or threatening Commitment to family is more important than commitment to place of employment 03/01/2020 Total Engagement Consulting by Kimer 40 Multicultural Diversity (continued) KENYA 1-2 hours late the norm Skimming off the top totally accepted and even expected Americans offer and pay for hospitality
Answers are what you want to hear EGYPT Both feet on the ground, no crossing of legs, no showing the bottom of your foot Work week Saturday Wednesday Fasting during Ramadan No alcohol nor pork Leaving a little food on your plate 03/01/2020 Total Engagement Consulting by Kimer 41 Multicultural Diversity (continued) And various regions of the United States even result in different customs and forms of interaction among people 03/01/2020 Total Engagement Consulting by Kimer 42 The Cultural Orientations Indicator (COI)
Sense of Self: How people tend to view identity and motivation in work situations Thinking Style: How people tend to process information in work situations Interaction Style: How people tend to communicate and engage with others in work situations Copyright 2013 TMC / A Berlitz Company 03/01/2020 Total Engagement Consulting by Kimer 43 The COI details Copyright 2013 TMC / A Berlitz Company
Multi-Focus / Single Focus Fluid / Fixed Being / Doing Control / Constraint Private / Public Past / Future Indirect / Direct Low Context / High Context Instrumental / Expressive Informal / Formal Particularistic / Universalist 03/01/2020 Hierarchy / Equality Inductive / Deductive
Collectivistic / Individualistic Cooperative / Competitive Linear / Systemic Total Engagement Consulting by Kimer Flexibility / Order 44 Key Cultural Skills It is very important to have a good understanding of your own cultural orientation Generally, the work cultures in various countries have norms across each cultural parameter, though individuals may still fall outside their country norms There are 4 key skills to learn in dealing with different cultures: 1. Cultural due diligence: Assessing and preparing for the impact of cultural differences and similarities 2. Cultural mentoring: Helping others with cultural adaptation and integration 3. Cultural dialogue: Exploring cultural differences and negotiating mutual adaptations
4. Style-switching: Using a different behavioral approach to accomplish ones goals Copyright 2013 TMC / A Berlitz Company 03/01/2020 Total Engagement Consulting by Kimer 45 Four Quick Case Examples (1 and 2) You just hired a new engineer who recently moved to the USA from Japan, and she refuses to speak up in team meetings when superiors are present You are coordinating combining two equal size work teams from Brazil and the USA into a single integrated corporate Center of Excellence Cultural Dialogue 03/01/2020
Cultural Mentoring Total Engagement Consulting by Kimer 46 Four Quick Case Examples (3 and 4) Your company is investigating expanding majorly into the Malaysian market with your product or services and you are part of the evaluation and launch team You are conducting meetings in Kenya and are so totally frustrated since everyone shows up 30-45 minutes late .... Get me out of here I want to come home! Style Switching Cultural Due Diligence 03/01/2020 Total Engagement Consulting by Kimer 47
Overview Improving Relationships among CulturallyDiverse Staff Issues than can divide us Language differences Nonromance (Asians) often find English very difficult Differences and values and etiquette: view of authority, speed of forming relationships, collectiveness vs. individuality Tone of voice: direct or indirect, may not want to appear rude Clustering: sitting with, talking to, hanging around those like us could lead to isolation 03/01/2020 Solutions to Culturally-Rooted Conflicts Ask but not when you are irritated, be non-judgemental Seek commonalities. Communicate genuine interest in the other person Do not project your own culture on others Communicate respect, address
them appropriately for their culture, try to pronounce name correctly, learn what country they are from. Information from Dr. Sondra Thiederman / Workforce Diversity Network 48 Five Ways to Tell if a Comment or Action is Offensive 1) Would I say or do this in front of my life partner, child or respected friend? If the answer is no, you have established that you, at some level, know the action is inappropriate and potentially offensive 2) Would I like it if a group to which I belong were the recipient of a similar action or comment? 3) Have a done or said something like this before and, at the time, did it bother anyone? 4) Am I aware of others ways I may have manifested what may be a bias, or even unconscious bias toward this group in the past? 5) Would I say or do this if a member of the group in question were within earshot? Information from Dr. Sondra Thiederman / Workforce Diversity Network 03/01/2020 Total Engagement Consulting by Kimer
49 (The impact of language Very often the words and terms we use can have a tremendous impact on others. Often these spoken words or phrases are done as nave offenders. We may not realize the impact on others Often they are simply outdated terms that have fallen out of favor We need to be open to correction and coaching Though you may be joking with friends, unintended harm could impact over-hearers. 03/01/2020 Total Engagement Consulting by Kimer 50 (The impact of language Group Black
LGBT (1) Same-gender Couple Hispanic Proper Term Black, African-American, People of African Decent Gay, LGBT, Lesbian Sexual orientation Outdated Colored Negro Offensive Boy N-word Spade Homosexual Dyke, Faggot
Queer (1) Sexual Preference Lifestyle Partner, Spouse Significant Other Husband /Wife Hispanic, Latino (2) Reference to particular country (i.e. Chilean, Colombian) Room-mate Calling all Hispanics Mexican, Spic (1) Queer is offensive among most older gays, but the younger generation is re-claiming the word (2) Some progressive Latino communities use Latin(a/o) or Latinx to be gender sensitive 03/01/2020 Total Engagement Consulting by Kimer 51
(The impact of language Group Asian Native-American Proper Term Asian, Reference to Particular Country (i.e. Korean, Japanese) Native-American (continued.) Outdated Oriental Offensive Jap, Chink, etc Indian off the reservation, Injun
Whitey, honky, cracker, gringo Derogatory toward particular country: Mick, Kraut, Wop, Polock Illegal Alien Transvestite Transexual Not using their chosen name or pronoun, trannie, she-male White / European- White descent Caucasian Immigrants without docs Transgender People 03/01/2020 Undocumented
Immigrant Transgender, Transperson Total Engagement Consulting by Kimer 52 (The impact of language (continued.) Group Females Proper Term Women Outdated Lady (?) Multi-racial people People with Disabilities
Multi-racial, bi-racial Mixed race, Mullato Disabled, Crippled Sight-impaired, Hearingimpaired People with disabilities, Differently-abled (1) Blind, Deaf Use a wheel chair Offensive Girl, chick, broad your little lady. Half-breed In a wheel chair (1) Differently-abled is becoming more in favor since words with dis prefixes often connote inability.
.... And you can even add more 03/01/2020 Total Engagement Consulting by Kimer 53 Your next steps Think through and jot down: 1. What are two or three things in todays session that were particularly meaningful to you in your own personal journey around diversity and inclusion? 2. Are there one or two actions who can now take to better execute diversity and inclusion in your role as an employee assistance professional? t y n e an i l C p m o C f
l e S 03/01/2020 Total Engagement Consulting by Kimer 54 Summary Diversity and Inclusion is an increasingly important topic within the all societal and business contexts. One key area to understand and address is unconscious bias. One key element of diversity and inclusion is how we communicate with each other, including the language we use. 03/01/2020 Total Engagement Consulting by Kimer 55 Time for a book drawing and Qs and As!!!
03/01/2020 Total Engagement Consulting by Kimer 56
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