No. of Recommendations: 3
Crisis mode: Starbucks to provide “racial-bias education” training

Two black men were arrested while waiting at one of the coffee chain’s Philadelphia stores last week.

When Starbuck’s CEO Kevin Johnson was CEO at Juniper Networks, he was quoted as saying, “Particularly in the beginning it's important to look at the way you sequence decisions and actions."

Newton's third law: For every action, there is an equal and opposite reaction (physics), forces always act in equal but opposite pairs. Generalize this rule to all areas of life.

Response by CEO Kevin Johnson is textbook perfect on reaction happening fast to shore up the emotion involved regarding a racial incident handled poorly by an employee. Mr. Johnson prides himself on authenticity in leadership. Mr. Johnson is noted as in incredible leader said Steve Sinofsky who loved working for him as the former Microsoft Windows division president when both were at Microsoft.

CEO Johnson of Starbucks, formerly COO, has met face to face with the two black men who were arrested and apologized. Mr. Johnson has announced the store will close all of its stores nationwide on May 29 to conduct "racial-bias" training.

“I’ve spent the last few days in Philadelphia with my leadership team listening to the community, learning what we did wrong and the steps we need to take to fix it,” said Mr. Johnson.

There you have it, a CEO admits wrong and team effort to decide on fixing it.

Mr. Johnson will effectively change the culture at Starbucks resulting from attempting to tie a brand to social messaging. CEO Howard Schultz in 2015 ‘shrugged off the "Race Together" fiasco as well-intention mistake and pressed on with his public efforts to engage in the debate over race in America.’

Kudos to Mr. Johnson for taking appropriate action starting with an interpersonal apology. Yes, Starbucks closed once before on February 26 at 5:30 p.m. to 9:00 p.m. to "provide a renewed focus on espresso standards that will help ensure the exceptional quality of every beverage".

This article explores "rights" like use of bathrooms, loitering, rules, and action taken. CEO Johnson says "unconscious bias" is a problem “it was completely inappropriate to engage the police,” in this particular situation.

Values Development
Closing Starbucks for an afternoon May 29? What we have here is an example of a person taking charge – CEO Johnson providing a “Significant Emotional Event”, a SEE, designed to draw attention to unacceptable behavior and the need to change it now, pronto, immediately getting employee and customer attention with one event. This time not on espresso standards but regarding attitude adjustment.

Significant Emotion Events are described by Dr. Morris Massey, sociologist/professor devising corporate training programs about human behavior focusing on values and generational differences in a book and videos. A Type A, with a frenetic presentation style (and a natty polyester outfit of the 70’s), he offered a simple and compelling premise: 1) our behaviors reflect our values; 2) our values are shaped by "significant emotional events" (personal, familial and societal); 3) a good clue to understanding values and behaviors, our own and others’, is to discover what was happening in a person’s life and surroundings at age 10.

Massey gave us the means to understand not just our own generation, but all the generations that make up our workforce (the focus for his presentations). He died very young, in his fifties, of a heart attack.

TMFRozany (Home Fool, Inside Value)
Disclaimer: Regretfully, no Starbucks
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