The topic of diversity has weighed heavily on many minds in the last couple of years. The publicized struggles of many marginalized groups have brought to light just how little we really know about each other. Through their passion and commitment, advocates of diversity, equity and inclusion (DEI) are helping to increase awareness of the unconscious biases that inform our views about people due to their race, skin color, gender identity, sexual orientation, religion, nationality and culture.

In business, companies are rightly setting goals around making workplaces more inclusive. During my own DEI certification program earlier this year, I was amazed to learn how I, as an Asian-American woman, had learned many accepted norms primarily from a white male-centric perspective.

Combatting Bias With Guests

Whether we realize it or not, we all have biases. They are like scripts written in invisible ink, authored by our mind through our firsthand experiences. Those in leadership positions are likely aware of the impact this can have on business and take steps to ensure the spa experience is a pleasant one for every single person who walks through the door.

Understanding the guest’s physiology is first and foremost in the spa and wellness space. A standard intake form contains questions about medical history, chronic issues, medications and emotional well-being.

“Empathy happens in our brains. When we understand another’s emotions, we activate the same areas of the brain as if we experienced it ourselves.”

Supporting Staff Diversity

Implementing policies and practices to ensure equal treatment for clients is critical for business. There is also great diversity in the workforce, and it requires more than policies and procedures to build an inclusive work culture.

Schneider embarked on open conversations with her employees and listened to what their experience was like with her as their leader. While some conversations were uncomfortable, her courage and empathy fostered a work environment that inspired her team.

Empathy in the Workplace

Empathy is the key to unlocking inclusion in a diverse community. When we connect on a basic human level, amazing things can happen with a team.

• Race: Empathy is being willing to admit what you don’t know.
• Ethnicity: Empathy acknowledges race and ethnicity are different concepts.
• Culture: Empathy invites differences in traditions and celebrations.
• Gender & Sexuality: Empathy understands identity exists on a spectrum.
• Neurodiversity: Empathy includes learning differences and strengths.

Leaders must step up and be walking examples of inclusive values. There is no better place to start than honing empathy skills through deep listening.