Training Starbucks staff wont fix racism but changing the rules will | Gaby Hinsliff

A day off learning about unconscious bias will have little impact. What will work is to allow anyone be left in its coffee shops without buying, writes Guardian columnist Gaby Hinsliff

How long does it take to change someone’s mind?

A lot longer than it takes to read a newspaper article, for a start. A lifetime isn’t enough, in some cases. And that’s why there has been some scepticism about Starbucks’ decision to close thousands of stores to give staff so-called ” unconscious bias” educate, or conferences in recognising and overcoming the ingrained prejudices most of us don’t even know we have.

The move follows an infamous incident in one of its Philadelphia stores where staff called police after noticing two black humen hanging out without buying anything; both were taken away in handcuffs even as fellow customers protested that they hadn’t done anything wrong. When it turned out the two men had just been innocently waiting for a friend, Starbucks observed itself branded racist overnight. Would a store manager actually call the cops on two white tycoons waiting for a colleague, or a bunch of giggly teenage daughters sharing one gingerbread latte? So why were black humen deemed uniquely threatening? The whole thing was particularly excruciating in a country where older people of colour still vividly recollect segregation in eateries, or being chased out of drugstores as children by white owners, but the backlash spread well beyond the US. And so Starbucks joined an increasing number of household names( including Guardian News and Media) and public sector organisations known to use unconscious bias training.

It’s not hard to see why it’s a growth industry; from the BBC’s gender pay scandal to the current furore over whether Oxbridge admits enough black students, the concealed premises most of us can’t even acknowledge we make are increasingly likely to land organisations in trouble. What is less clear is whether a morning of sitting through diversity videos can really achieve anything beyond some free publicity.

Police policemen apprehending Rashon Nelson( pictured) and Donte Robinson

At best, the jury is out on whether unconscious bias training works. A recent report from the Equality and Human Rights Commission discovered” mixed outcomes” for conferences aimed at reducing bias and “limited” evidence that they change behaviour. One-off sessions conducted as a management exercise in box-ticking almost certainly don’t work; even if they briefly prick consciences, people soon forget and slide back into bad habits. Severely delivered train may even reinforce stereotypes by making people feel that bias is universal and therefore pretty much inevitable, or provoked a resentful backlash from staff who take umbrage at being deemed racist or sexist.

But if deep-seated positions don’t change overnight, employers are in an unusually good position to change behaviour. If nothing else, by provoking training Starbucks is signalling to its staff that racism is taken seriously and might cost you your job. But arguably the crucial thing it’s doing is to change the rules, dedicating personnel fewer opportunities to express any racism they might have. It’s now company policy that customers can sit in coffee stores or use their loos( one of the flashpoints in the Philadelphia case) without shelling out for a latte, so faculty no longer “re going to have to” induce potentially dodgy judgments about who seems as if they “shouldn’t” be there.

There’s a fine line between weeding out a chance for bias, and making your workforce feel like robots by removing all freedom to exert their discretion. But so-called ” bias mitigation strategies”- practical techniques to nudge people into more objective decisions, such as introducing more structured recruitment interviews that test what applicants can actually do rather than how much the interviewer instinctively warms to them- do at least recognise how social change actually happens. It doesn’t necessarily start with stances, but with behaviour. Humans are animals of habit, and if they can be persuaded to do the right thing for long enough then it eventually becomes second nature; the feeling follows the behaviour , not the other way round. Change what people do, and not only do fewer people get unnecessarily dragged out of coffee shops in handcuffs, but eventually, the very idea starts to seem bizarre.

So no, you can’t change hearts and intellects in an afternoon. But you can change the rules, and sometimes that’s what really matters.

* Gaby Hinsliff is a Guardian columnist

Make sure to visit:


Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s