Imagine this scenario: A seasoned commercial real estate broker, Alex, is tasked with finding a tenant for a newly renovated office building in a rapidly gentrifying neighborhood. One potential tenant, a tech startup with a diverse workforce, expresses interest in the space.
While sharing the building’s history, Alex mentions that a former tenant — a manufacturing company — had employed a predominantly blue-collar workforce. Without considering the implications, Alex jokes about the contrast between the old and new tenants, implying that the startup’s employees are somehow superior because of their industry and perceived socioeconomic status.
Later, while discussing the building’s amenities, Alex suggests that the startup might consider offering employees a stipend for public transportation, as he assumes most employees won’t own cars. While seemingly practical, this comment is rooted in a stereotype that the client could perceive as condescending.
These comments create a hostile environment for the potential tenant, who feels disrespected and undervalued. The deal falls through, and the broker’s reputation suffers.
Addressing unconscious bias in sensitivity training
Unconscious bias is the automatic, often negative, stereotypes or attitudes we hold about individuals or groups without conscious awareness. These biases can significantly impact our decision-making, interactions, and overall behavior.
Addressing unconscious biases is crucial. These biases can lead to discriminatory practices in hiring, promotions, business deals, and other workplace decisions, hindering efforts to create a fair, equitable environment. By recognizing and mitigating unconscious biases, individuals can make more informed, objective decisions. Addressing them also fosters more inclusive, respectful workplaces, strengthening relationships.
In short, addressing unconscious bias is fundamental to building a workplace where all employees feel valued, respected, and empowered to contribute their best. Remember Alex? Sensitivity training would have helped him recognize his unconscious bias by giving him tools to avoid the missteps that derailed the potential deal.
His comments about the previous tenant and tech startup were rooted in his biases about different socioeconomic groups and industries. Sensitivity training would have helped him identify these biases and understand their impact on his interactions. He would have developed better cultural competence, which would have allowed him to interact with more respect and empathy. His word choice was insensitive and potentially offensive, so training would have enabled him to express himself more clearly and effectively without generalizations or stereotypes.
Sensitivity training focused on unconscious bias can help employees:
- Identify their own biases and their impact on behavior.
- Challenge stereotypes by providing tools to question assumptions and encourage a more open-minded approach.
- Develop inclusive language that avoids generalizations and stereotypes.
- Practice active listening to better understand different perspectives and avoid making assumptions.
- Create inclusive, welcoming spaces for clients and colleagues from diverse backgrounds.
Why employees need sensitivity training
This scenario highlights the importance of sensitivity training in the CRE industry — although any company that employs at least two people should conduct standard sensitivity training each year to protect itself. By understanding and addressing unconscious biases, CRE professionals can:
- Build trust, creating a positive and inclusive environment for clients and colleagues.
- Enhance relationships with clients from diverse backgrounds.
- Avoid legal issues by preventing discrimination lawsuits and negative publicity.
- Increase the likelihood of successful negotiations and transactions.
Sensitivity training equips CRE professionals with the tools to communicate effectively, appreciate diverse perspectives, and create a welcoming environment for everyone involved in a transaction. The scenario involving Alex vividly illustrates the impact of unconscious bias. Unconscious biases are stereotypes or attitudes affecting our understanding, actions, and decisions without us necessarily being aware of them.
Who benefits from sensitivity training
In short, everyone! Employees deepen their understanding of coworkers, refine their communication abilities, and contribute to a more harmonious workplace. Managers cultivate the ability to lead diverse teams, address conflicts, and create inclusive workspaces. Organizations benefit from increased employee morale, reduced turnover, enhanced reputation, and improved bottom line.
Types of sensitivity training
Organizations can conduct different types of sensitivity training depending on their requirements and affiliations.
- Stranger-lab sensitivity training: This training brings together individuals from different organizations unfamiliar with each other. The goal? To develop effective listening skills and foster understanding among participants from diverse backgrounds. Through shared experiences and interactions, individuals learn to appreciate different perspectives and behaviors, enhancing their interpersonal abilities.
This training style’s benefits include promoting empathy and understanding of different perspectives, breaking down prejudices, enhancing intercultural communication skills, and building a foundation for future collaboration.
Drawbacks include limited time to cultivate rapport and trust and the potential for superficial interactions due to time constraints. It’s also challenging to measure its long-term impact.
- Cousin-lab sensitivity training: This training involves employees from different departments or units in one organization. It’s designed to bridge communication gaps between different levels of the hierarchy and foster a sense of camaraderie. By sharing insights into their respective roles and challenges, participants develop a deeper appreciation for the organization’s overall goals and contribute more effectively to team success.
This training style’s benefits include its ability to improve internal communication and collaboration, foster a sense of shared purpose and organizational identity, identify and address potential conflicts early on, and enhance teamwork and problem-solving abilities.
Drawbacks include the potential for existing biases and power dynamics to surface, difficulty in achieving objectivity because of pre-existing relationships, and the risk of focusing on internal issues rather than external perspectives.
- Family-lab sensitivity training: This format focuses on an organization’s specific team or unit where members already have established relationships. The training emphasizes deepening connections, improving communication, and enhancing collaboration. Team members can strengthen their bond and optimize their collective performance by openly discussing preferences, work styles, and expectations.
This type of training benefits teams by deepening cohesion and trust, enhancing problem-solving and decision-making abilities, improving work-life balance and job satisfaction, and building a strong foundation for high-performance teams.
Drawbacks include a risk of groupthink and conformity, difficulty addressing underlying conflicts or resentments, and potentially limited exposure to diverse perspectives.
Implementing a successful sensitivity training program
Sensitivity training, while focused on diversity and inclusion, explores complex areas of personal beliefs and behaviors. To successfully implement such training, consider the following steps.
- A cornerstone of effective sensitivity training is cultivating mutual respect among employees by encouraging open-mindedness and avoiding hasty judgments based on limited interactions. You create a foundation for collaborative teamwork and constructive dialogue by prioritizing respect.
- Establish an environment where employees feel valued, respected, and comfortable expressing their concerns and grievances. Encourage honest, authentic dialogue, and when sensitive topics arise, provide opportunities for participants to express and process their emotions. Active listening shows genuine care and encourages open communication. Organizations build trust, transparency, and a stronger sense of belonging by addressing employee feedback.
- Self-awareness is crucial for personal growth and interpersonal effectiveness. Incorporate scenarios that encourage participants to examine their own thoughts, feelings, and actions about others.
- Scenario-based training also equips employees with effective problem-solving tools. Individuals develop critical thinking and decision-making abilities by analyzing situations from multiple perspectives. This skill set empowers employees to navigate challenges with empathy and composure.
Sensitivity training is an ongoing process, not a one-time event. Offer additional resources, like mentoring or coaching, to support employees in applying their knowledge and skills. Regular check-ins and feedback mechanisms can help reinforce learning and address emerging challenges.
Are you a commercial real estate investor or looking for a specific property to meet your company’s needs? We invite you to talk to the professionals at CREA United, an organization of CRE professionals from 92 firms representing all disciplines within the CRE industry, from brokers to subcontractors, financial services to security systems, interior designers to architects.
