What is Sensitivity Training?
In this article, we will discuss:
What is Sensitivity Training?
First of all, let’s define the key component of sensitivity training - the word sensitivity itself. Sensitivity is having the ability to recognize and respond appropriately to the feelings and experiences of both oneself and others. It involves possessing key traits such as empathy, compassion, and open-mindedness.
In the workplace, sensitivity is particularly crucial, requiring an awareness of the diverse backgrounds, experiences, and perspectives of colleagues. Being attuned allows individuals to navigate delicate situations with respect and understanding.
Sensitivity training is a structured educational program designed to promote empathy and enhance interpersonal skills among individuals within an organization or group.
Also known as diversity or inclusivity training, sensitivity training typically focuses on addressing issues related to diversity, equity, and inclusion (DEI) by helping participants become more sensitive to the experiences, perspectives, and needs of individuals from different backgrounds.
Sensitive vs. Insensitive Behavior in the Workplace
Example #1
Insensitive behavior: Making inappropriate jokes about a colleague's cultural background, unaware of their discomfort.
Sensitivity practiced: Acknowledging cultural differences, refraining from offensive humor, and asking well-intentioned questions to learn more about the colleague’s background.
Example #2
Insensitive behavior: Sharing or forwarding content that may be offensive or inappropriate in a team communication channel.
Sensitivity practiced: Being mindful of the content shared and considering how it may be perceived by a diverse audience before dissemination.
Example #3
Insensitive behavior: Assigning tasks or responsibilities based on assumptions about a person's abilities.
Sensitivity practiced: Engaging in open communication about individual strengths and needs and making reasonable accommodations to empower the individual.
4 Reasons Why Every Organization Benefits from Sensitivity Training
Reason #1: Prevents Workplace Discrimination
Workplace discrimination is alarmingly prevalent, with a staggering 91% of 3,000 surveyed employees by Monster reporting incidents of discrimination at work.
Sensitivity training reduces instances of harassment and marginalization by increasing awareness of unconscious biases that may contribute to discriminatory behavior, promoting inclusive behaviors, and empowering employees to address and prevent discriminatory actions.
Reason #2: Increases Employee Morale
Millennials are 23% more engaged when they perceive their organization as inclusive compared to when they believe it lacks an inclusive culture.
Sensitivity training encourages an environment where employees learn to respect their colleagues, embrace differences, and challenge preconceived notions. This facilitates mutual understanding among employees that transcends their diverse backgrounds.
When individuals feel that they belong and are appreciated for their unique contributions, they are more content and engaged in their roles. This in turn, positively influences morale across the organization and contributes to higher retention rates as employees thrive in a secure and inclusive environment.
Reason #3: Improves Organizational Reputation
Organizations that invest in sensitivity training demonstrate a commitment to ethical and inclusive practices, improving their reputation both internally and externally. A positive reputation can attract top talent, customers, and partners, contributing to overall success.
TD Bank is a prime example of this, having been recognized by Forbes as one of the best employers for diversity. With the tagline "Work in an inclusive and accessible space, with people who celebrate you for you", TD Bank implements programs dedicated to empowering various minority groups, showcasing its sensitivity to the needs of unique individuals.
Reason #4: Reduces Legal Issues
IBM faced scrutiny for including offensive and outdated terms in its hiring process, asking job applicants to identify as "yellow" or "mulatto." These inappropriate questions had the potential to trigger legal consequences.
While IBM promptly removed the questions, the incident highlights the importance of having organizational policies and training to recognize and prevent such cases of insensitivity.
Implementing workplace sensitivity training can proactively safeguard organizations from legal issues by raising awareness of relevant laws, ensuring compliance, and reducing the risk of legal action related to discrimination or harassment.
Core Components of Sensitivity Training
Sensitivity training is designed to increase employees’ self awareness of personal biases, with the aim of promoting empathy, respect, and effective communication in diverse workplace settings.
This is crucial in preventing insensitivity, which can lead to racism, sexism, harassment, and other inappropriate behavior.
Workplace sensitivity is attained through education of various topics, including but not limited to:
Unconscious Bias
This component addresses biases that individuals may be unaware of, offering strategies to recognize and mitigate them in decision-making and interactions.
Unconscious bias occurs in several forms, such as affinity bias, the halo effect, and conformity bias. It can lead to insensitive behavior by influencing individuals to make unintentional judgments based on preconceived notions. These biases may manifest as microaggressions, stereotyping, and favoritism, creating an atmosphere where individuals feel marginalized.
2. Inclusive Leadership
This topic educates individuals on the importance behind inclusive leaders and what it takes to become one.
Inclusive leadership promotes sensitivity in the workplace culture by championing behaviors that prioritize respect, understanding, and valuing diversity. They hold individuals accountable for inappropriate behavior that threatens the psychologically safety of the workplace environment.
3. Effective Communication
Effective communication minimizes misunderstandings, allowing for better collaboration and conflict resolution.
This can be achieved by practicing non-violent communication, which comprises four main components: observations, feelings, needs, and requests.
Using a communication style that creates a safe space for open expression contributes to an inclusive environment where everyone's voice is valued. The promotion of empathy and peaceful conflict resolution enhances overall sensitivity in the workplace.
4. Cultural Competency
To develop a culturally competent workforce, organizations progress through the 6 phases outlined in the Cross Framework, spanning from cultural destructiveness to cultural competence
Advancing through these phases leads to employees who are more attuned to the nuances of different customs, traditions, and communication styles. Consequently, this reduces the likelihood of misinterpretations or insensitive actions.
Real-Life Example of Sensitivity Training
Security officers working in health care are given sensitivity training which is often combined with de-escalation training. This provides security officers with more humanistic ways to resolve issues rather than using force.
Here is an example of how sensitivity training can be applied in this setting:
Scenario
One afternoon, a security officer received a call about a disruptive patient in the emergency department. The patient is visibly agitated, pacing back and forth, and using loud and aggressive language. The nursing staff is finding it challenging to provide care, and other patients in the area seem anxious.
Applying Sensitivity Training
First -> Cultural Awareness
Recognizing Mr. Rodriguez's Hispanic background, the officer acknowledges the potential influence of cultural factors on his distress.
Understanding the importance of effective communication, the officer prioritizes finding a translator to bridge any language barriers. If an immediate translator is unavailable, the officer uses alternative methods, such as translation apps, to ensure clear and respectful communication.
Second -> Empathy and Understanding
Considering the potential anxiety or fear associated with a hospital visit, the officer approaches the situation with empathy.
Drawing on sensitivity training, the officer recognizes the stress Mr. Rodriguez may be experiencing and approaches him with a calm demeanor to avoid escalating the situation further. Instead of insisting on immediate resolution, the officer suggests the option of speaking privately in a more comfortable area. This not only respects Mr. Rodriguez's dignity but also provides a calmer environment for effective communication.
Third -> Collaboration with Co-workers
The officer understands the importance of a collaborative approach, recognizing that healthcare professionals possess specialized knowledge that can inform a more comprehensive understanding of the patient's condition.
As such, the officer collaborates with the hospital staff and translator to gain insights into Mr. Rodriguez's medical history or any specific needs that may be contributing to his agitation.
Outcome Post-Training
In the end, Mr. Rodriguez calmed down and was able to communicate his frustrations to the hospital staff. The staff acknowledged his concerns and took the necessary steps to resolve the issue. The patient felt like his voice was heard and appreciated that the staff were trying their best to help him in his situation.
Through the application of sensitivity training, the security officer deescalates the situation by practicing cultural competency, empathy, and effective communication.
By recognizing and addressing potential cultural factors contributing to Mr. Rodriguez's distress, the officer takes steps to ensure a respectful and understanding interaction. Offering choices and collaborating with healthcare staff further demonstrates the officer's commitment to a patient-centered and empathetic approach.
How to Incorporate Sensitivity in Your Routine
📏Hold Individuals Accountable
Sensitivity should be upheld consistently across all levels of the organization, irrespective of an individual's performance or seniority.
Leaders should address instances of insensitivity promptly, applying corrective measures when necessary. This sends a powerful message that sensitivity is a non-negotiable value within the organization.
FOR EXAMPLE: In the case at Uber, where the diversity chief, Bo Young Lee, was placed on leave following complaints of insensitivity. These complaints arose after Lee hosted an event called “Don’t Call Me Karen,” intended as an open conversation about race to hear from white female employees at Uber.
“Karen” is a slang term that has gained popularity, describing white women with a sense of entitlement who use their white privilege to demand special treatment.
However, instead of facilitating a dialogue, employees felt they were being lectured on the challenges faced by white women, with event organizers seemingly more focused on the hurtfulness of the 'Karen' term than the harm white people can cause to people of color. Lee dismissed employees' concerns about how the event was conducted.
Despite Lee's leadership role and tenure since 2018, the CEO and chief people officer requested her to take a leave of absence while next steps were determined. This response indicated to Uber's employees that the organization's leadership team has acknowledged their concerns and is holding individuals accountable for insensitivity, regardless of their position.
🖥️Implement Regular DEI Initiatives
A study has shown that workplace sensitivity trainings were ineffective when organizations opted for quick, one-time solutions merely to fulfill diversity requirements. This approach often falls short in making lasting changes in workplace culture.
As such, sensitivity training should be accompanied by ongoing DEI initiatives. This includes regularly observing pivotal events like Black History Month, organizing TED talks, or celebrating cultural diversity through food.
Incorporating DEI in your organizational culture through creative and consistent means helps embed an inclusive mindset in employees, fostering a sustained and meaningful commitment to diversity and sensitivity.
🗨️Regularly Seek Feedback to Improve
According to a report by Gartner, 44% of employees say that more of their colleagues feel alienated by DEI efforts and 42% perceive their organization’s DEI initiatives as divisive.
Resistance to the organization’s DEI program, including training sessions, may stem from employees feeling blamed or unfairly targeted. For DEI efforts to work, they must resonate with employees. Regularly obtaining feedback on their sentiments and restructuring training programs or other activities accordingly becomes imperative for having an effective DEI program.
Target Audience of Sensitivity Training
Sensitivity Training is considered FOUNDATIONAL TRAINING because:
Everyone can apply sensitivity training to improve their daily interactions with wide and diverse audiences
Sensitivity training lays the groundwork for fostering an inclusive environment by raising awareness of biases and promoting respectful interactions among individuals from diverse backgrounds.
No previous training or courses are needed when learning about sensitivity and it benefits everyone involved.
Comparing Sensitivity Training Costs and Methods
Sensitivity Training Workshop
Overview: Traditional in-person workplace session
Group Size: Limited capacity, best for small groups
Duration: Half or full day workshops
Cost: Starts at $10,000 and can range to $50,000+ for well-known speakers
Online Sensitivity Training
Overview: Popular in small hybrid/remote teams and large companies
Group Size: Unlimited participants, shared recording for future learning
Duration: One to two hour sessions
Cost: Ranges from $2,500 - $5,000 depending on customization needed
Sensitivity Training e-Learning Course
Overview: Module based self paced learning, with compliance component
Group Size: Individual education that can be scaled as organization requires
Duration: 1 month course individually or 1 year as part of other training
Cost: From $1 / user per month