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Diversity and Inclusion |
Delivering Exceptional Customer Service / …Continued
SEMINAR OUTLINE Part 1: Building awareness: I. Unconscious bias
A. What is it and who has it? i. Background on a deep-seated phenomenon B. How did I get it? i. Psychological and social bases of bias C. If everyone has it, does it matter? II. Workplace manifestations A. Old-fashioned bias B. Microaggressions C. Systematic biases (policy and practice) D. Silos and stifled conversations i. Case analysis and discussion [Optional]
Part 2 : Effecting change: III. Building inclusive workplaces A. Individual remedies
i. Overcoming silos and polarized positions a. Recognizing and engaging others’ difference b. Constructive dialogue ii. Leadership imperatives B. Organizational remedies i. Identifying systematic bias ii. Designing less biased organizations
The Center for the Future of Work in the OSU Spears School of Business offers various certificate programs and customized professional development.
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