Starbucks Team Workbook
Starbucks Team Workbook
Starbucks Team Workbook
Guidebook
Our mission
Because we want to uplift others, we exist
To inspire and nurture the human
spirit—one person, one cup
and one neighborhood at a time.
Our values
Because we want to deliver on our
mission, we show up by
Creating a Acting with Being present, Delivering our
culture of warmth courage, connecting with very best in all
and belonging, challenging the transparency, we do, holding
where everyone status quo and dignity and ourselves
is welcome. finding new respect. accountable
ways to grow our for results.
company and
each other.
Agenda
Our mission and values
Ground rules
Understanding bias
Practice: Becoming color brave
Structural bias
Practice: Envisioning belonging
Commitments
Practice: Building new habits
Ready?
Let’s get started.
Working
together today.
FORMING TEAMS
G AT H E R YO U R M AT E R I A L S
page
How to set up
INSTRUCTIONS
get off track, pause “We hear you. We can’t connect with dignity and
respect if we don’t respect the different starting points
and restart. we all had in life.”
Video 1
TRANSCRIPT:
Starbucks evp Rossann Hello partners, I wanted to share always think clearly. If this feeling
Williams on showing a few thoughts before you begin
today.
starts to derail the conversation, there
are a few things you can do as a group
Why we
are here
today.
TRANSCRIPT: a good portion of you face each and
every day. Yet my hope in gathering
e’ll explore America’s history
2. W
of prejudice in public spaces
us is that Starbucks can become a and we will learn about bias—
Let’s begin. We are here to place of welcoming, of warmth, and where it comes from, and that it is a
make Starbucks a place where of inclusion for all. normal part of each person.
everyone feels welcome—full
Given the state of race relations in this 3. We’ll talk about ways we can work
stop.
country, it’s easy to wonder if inclusion together to make others feel
The immediate reason we are for all is even possible. Here’s my welcome, included and valued,
gathering is the disheartening situation belief: growing up, there was a term even in situations where customers
that unfolded in Philadelphia, where called “color blind,” which described may not treat us the same way.
two young men were arrested in a a learning behavior of pretending
Starbucks store. not to notice race—that doesn’t even And please keep this in mind— you
make sense. are not alone. We know that for
But the issue of racial bias and every partner in our stores to be
discrimination isn’t just about So today we are starting a able to do what we ask of you, we
us as a company, it is about us new journey, talking about must continue to make tangible
as a country. Prejudice in public race directly—what my friend and progress on additional training,
accommodation is deeply rooted in Starbucks board member Mellody adapting policies and enhancing
America. And core to our mission has Hobson calls being “color brave.” store design.
always been being that third place,
where everyone feels welcome. So here is what we will do together We will take this step by step today—
today: we’ll take things in bite-sized topics
The reality is, being that third and work in small teams. We’ll start by
place in 2018 is far more 1. We’ll begin by welcoming each celebrating what makes each of us, us.
challenging. There is homelessness, other, sharing who we are and So let’s begin with a video from our
substance abuse in our bathrooms and having curiosity about others. host Common.
mental illness. These are all issues that
Video 2
Starbucks president
and ceo Kevin Johnson 1. Put an iPad above.
on why we are here 2. Play Video 2.
today.
TRANSCRIPT:
Artist, author and activist
Common on making I am grateful to be with you Starbucks
partners today. Because this work
is close to my heart—helping
we try to find similarity between
people—we try to find ways in which
we are alike. And that’s good.
1. Put an iPad above. I know that for me, welcoming It’s a lifeskill to make someone
people in my life starts first else in your presence feel
2. Play Video 3. with sharing who I am. welcome, you do that by not only
loving what makes them the same as
And then listening closely to where you, but by appreciating what makes
someone else is coming from—who them different than you.
they are, what they are proud of, what
makes them, them. Now you are going to hear from
Starbucks partners who will guide
Now usually when we do this kind of you through the day.
thing in our everyday lives, in America,
Video 3
Seeing what
makes us unique
and different.
W H AT YO U ’ L L N E E D
page
4
5 min
INSTRUCTIONS
Start by
1. Everyone grab your notebook.
2. Pair up with someone on your group.
3. Open your notebook to page 4, to the
activity called “What makes me, me?
And you, you?”
4. When you’re done, return to the
Team Guidebook to discuss with
the group.
Learning what
you notice
about others.
W H AT YO U ’ L L N E E D
page
12 min 5
10 min
Take a break
Starbucks:
Who we are.
Who we
aspire to be.
18
Starbucks:
the third
place.
TRANSCRIPT: but do it our way. First, by building
a company that would achieve the
critical moment, when we must
reaffirm our mission, our values,
it together. And so on a personal
level, I want to ask you, that
balance between profit and social our guiding principles, and what together we do everything we
impact. we stand for. can to build that third place in
In 1983, as a young man I took my first your store, in your community,
trip to Italy, and as I was walking down I’ve never thought the third place I know in my heart, which dates back
in every neighborhood, in an
the streets of Milan, I was literally was a physical environment, to not only 1983 but to my own life
ever-changing America, where
intercepted by the many coffee bars though it is defined by the four walls experience, how personal this is for
everyone is welcome.
that existed throughout the city. I of our stores. This third place is me, and how personal it is for everyone
began to go into these coffee bars a feeling. It’s an emotion. It’s who wears the green apron, to do In an ever-changing America we will
and what I noticed, in addition to the an aspiration. Where people come everything you can individually and be the kind of company, the kind of
theater and the romance of coffee together and are uplifted as a result of collectively to lift up the love and third place, where our values, our love,
and espresso, was something much the sense of belonging. humanity in our stores, and treat our humanity, our respect, and our
more powerful. That was the sense of everyone the way you want to be dignity for everyone will create the
Now we have to also face the fact that
community that existed around a cup treated. most welcoming environment for every
we are living at a very different
of coffee. A sense of place. single person.
time today than in 1983 when I I want to ask something of
The challenge and the question walked the streets of Milan. There you, which actually is quite That’s my hope for the company,
was: Could we create our own are systemic, social problems that we personal. Over these many years, and that’s literally my hope for
“third place”? Around Starbucks have to deal with, and have to face. I we’ve built this company out of love, the country. I think we will all be
coffee, and the theater and romance— think this is a moment in time, a out of responsibility. And we’ve done better for it. Thank you very much.
Video 4
TRANSCRIPT:
Common on what it
feels like to belong. Isn’t it true? We all just want
to be seen. And heard. And
I want you to think of a time
you felt seen. Heard. Like you
acknowledged. And loved. belonged.
Video 5
Reflecting on what
belonging feels like.
W H AT YO U ’ L L N E E D , PA R T 1 W H AT YO U ’ L L N E E D , PA R T 2
My Notebook Time to think Just you Team Guidebook Time to discuss The group
page page
6
5 min
21 5 min
INSTRUCTIONS INSTRUCTIONS
Start Then
1. Find your notebook. 1. Discuss as a group:
How might we bring an even
2. T
urn to page 6, to the activity
greater feeling of belonging
called “In your life, where do you
to our Starbucks store?
feel a sense of belonging?”
3. On your own write down your
thoughts to share with the group.
4. Return to this Team Guidebook
when you’re done. Finished? Turn the page.
Video 6
TRANSCRIPT:
Common on seeing
your own bias. It can be easy to see the bias
of someone else, when it comes
But you know what? It’s not
always easy to see our own bias
at you—in the form of not seeing you, as a human being—what causes
or excluding you. Or someone not us not to treat others with respect,
treating you with dignity or respect. dignity, or to not include them.
Or the small, but annoying, thing that
puts you down.
INSTRUCTIONS
Video 7
My Notebook Time to think Just you Team Guidebook Time to discuss In pairs
page page
8
5 min
25 5 min
INSTRUCTIONS INSTRUCTIONS
Start Then
1. Grab your notebook. 4. When you finish, find a person
in your group to pair with.
2. T
urn to page 8, to the section
called “The first step to becoming 5. If you’re comfortable sharing,
color brave.” discuss with your partner:
3. Find a place where you feel • What did you notice about your
comfortable. Take your time as answers?
you read and answer the questions. • How did it feel for you?
This is a personal moment for you—
you can keep your thoughts Finished? Turn the page.
completely private.
The story
of race,
access
and the
spaces
we all share.
30
A documentary
A documentary titled
You’re Welcome
by Stanley Nelson
Nelson’s documentary
on the story of access to 1. Put an iPad above.
2. Select Video 8.
public spaces in America.
Video 8
Take a few
moments
to jot down
some of
your first
thoughts and
emotions
after seeing
Stanley Nelson’s
documentary.
A personal
reflection.
W H AT YO U ’ L L N E E D
page
36
10 min
INSTRUCTIONS
1. G
o to the blank pages in the back
of your notebook (page 36).
2. Take a few moments to respond
to the three questions below:
• What did you notice?
• What did you learn?
• How do you feel?
A personal reflection
Break
An update
on policy.
TRANSCRIPT: Roz: challenging situations. For these one person to one person, talking one
This can’t just be a Starbucks issue. stores, and our partners, we need a human to one human, addressing
We can’t solve it. We know we’re a better approach to ensure partners and the behavior and not the person,
Vivian: great company, but this is so much customers are safe when there is a and I think all of you do some of that in
There’s this saying around, you know, larger than us. We want those disruption. your stores each and every day.
being “woke,” you know, and we conversations to go on. We think
hear that a lot. Would you say that that who we are as a company, So, when a person is using a Starbucks Roz:
Starbucks is woke or Starbucks is we are in the perfect position to space, we will respectfully request that We recognize that these feel like
waking up? start that conversation nationally, customers experience our stores in some pretty big changes.
globally. It’s been interesting and a manner that maintains a warm and
Roz: exciting to both of us to see how much welcoming environment by: We’re doing many things to support
That’s a good one. You know, I actually outreach has come our way to say our partners in the face of this policy
think I’ll have to say that we’re waking “we’re counting on you.” • Acting legally and ethically change within our U.S. stores.
up. Because even in my position,
you know, being an African Kevin: • Communicating respectfully First, we will provide a listing in
American female, I’m learning Well, first of all, I think we have to every store of local services to
a lot. I’m learning a lot from my • Being considerate of others reference and access. The listing
acknowledge that the topic of race
23-year-old. I’m learning a lot from and racism has been in America will include resources for mental
• Using the space as intended health challenges, housing shelters,
my engagement on social media. I’m for centuries and it’s real. And so
learning a lot from just being in Starbucks, being a microcosm of substance abuse services and, lastly,
This is going to require true
our stores and listening to the society, we have to acknowledge 911 protocol.
leadership from our store managers
stories of our partners. that it could exist in Starbucks as and our district managers—basically Second, we will have ongoing
well. every partner that proudly wears a
Kevin: operations education and
green apron. development composed of 12
And I think, you know, this journey
of listening to understand, and modules to be delivered over the next
A great example of what I saw in a
then going through a little bit of self Roz: 12 months. These education and
store just last week was a customer
discovery, you know, each human In this moment we need both policy development modules will be able to
that had come in, over the threshold,
life experience creates a set of and guidelines that will help our be accessed through our new iPads
and was using language that was
unconscious bias and understanding partners and ensure our customers and through Workplace.
making some other customers
those for each individual helps, feel welcome and safe. Both uncomfortable.
and the only way you get past approaches are equally important. Third, we will review and revise
assumptions is by listening for policies that will enable a new
So our barista walked out from behind
understanding, and having a There are several immediate things customer service level in our
the counter, and went up to this
dialogue, a two-way dialogue. we’re doing on store policy. stores.
customer and said:
Vivian: Whether a person makes Fourth, we will host a leadership
“You are in our store every day, and
Another thing that the film also a purchase or not, they are conference for store managers
we love that this is your third place, but
uncovers is this whole undercurrent welcome in our spaces. This in the next year. In advance of
from one human to another human, the
of racial bias that runs through includes the use of restrooms, the conference, we will create policy
language that you are using is making
organizations and companies. We’re cafes and patios—regardless together through partner engagement
other customers uncomfortable.
talking about something that is of whether a person makes a and through collaboration.
So either you have to change your
systemic. I think that we use the purchase, they will be considered behavior, and stay and be a part of our
a customer. We’ve got a lot of work ahead of us!
“race” word a lot. People say racism, third place, or I’m going to have to ask And we’re all in this together.
racism, racism, without understanding you to leave, and you can come back at
that racism is a construct. It’s not So partners, everyone who
a later time, when you feel like you can
necessarily just an attitude. So can I crosses the threshold is a
be a part of our third place. And in fact
take from that, that at the corporate customer.
if you want to go have a seat, I’ll bring
level, you believe that addressing race you over a cup of water, just to make
Rossann:
allows you to address other issues of sure that it’s a great rest of your day.”
While this is important direction, we
inequality in a much more intentional
know that some of our stores are
and authentic way? That’s an example that I think any
complex and dealing with some
barista can do, and it was really just
Finished watching?
Turn the page.
Video 9
Envisioning what
belonging could
look like in our
neighborhood.
W H AT YO U ’ L L N E E D
page
38 20 min
INSTRUCTIONS
What would
they need to feel
welcome?
What would
they need to feel
Who’s in our store? welcome?
Who isn’t here
because they don’t
feel welcome?
Noon
What would
they need to feel
welcome?
Things to stop
because they exclude…
Things that
Things that waste our time…
make our partners
feel less safe…
Training
Store design
Customer interactions
Ways of working
Policies
Roles
Rituals
Creating
a more
welcoming
Starbucks.
46
47
48
Wearing the
green apron.
green apron.
Video 10
Making every
customer feel
like they belong
at Starbucks.
W H AT YO U ’ L L N E E D
page
50 10 min 10 min
INSTRUCTIONS
1. Go to your iPad. Look for files 11–18 4. Decide on one scenario that is most
labeled Audio. interesting to your team.
2. Listen to several of them. 5. Consider together how you might act
3. Discuss: if a similar situation arose in your store.
Time to think
Finished listening?
Turn the page.
Audio 11–18
Every human=
Seen. Respected. Uplifted.
INSTRUCTIONS
Explore the scenarios that the partners share. Once Would you do anything differently? Find the scenario
you find one that resonates with your group, listen you worked on below, and write out how you will respond
to it closely. Then discuss the scenario as a group. if this happens in your store.
Respected:
Respected:
Uplifted:
Uplifted:
I was in the café of my store and there was a line of about six people, Okay, so one morning, a lady came in. She was wearing sweats and she
and I saw a man come in who was kind of scruffy, kind of looked had a paper cup, or a Starbucks cup. She said she wants to get a coffee,
messily dressed and he walked up to a woman who was about a cup of coffee refill, but the cup was really dirty and has, like,
halfway in line, and I wasn’t close enough to hear what they were saying a lot of stains on it. So I said, “When did you get this coffee? When
but I saw him hold his hand to her and she reached into her purse. And I did you get the first cup?” And she said, “This morning.” But the fact that
walked right up to them and I said, “Sir, you cannot panhandle the coffee cup was really dirty, I said to her that she cannot get a refill.
and ask my customers for money in my store,” and the woman
looked at me and said, “He is my husband.”
One day I was at my store and I was on the register, helping customers,
when a group of young black men came in the store. Before they got
up to the register, I grabbed the tip jar and I put it underneath
Respected: on the shelf.
We’d had a couple instances where people had stolen our tips and I
didn’t want this group to steal our tips, and they kind of looked like
maybe they would be the type of person that would do that.
They got up to the register, they paid, and when I gave them their
change, I was really embarrassed because they actually asked if we
Uplifted: had a tip jar because they wanted to give us a dollar as a tip.
And then I asked him for his name to put on the cup.
And I really was not understanding the name he was
giving me. So I asked him two more times, and I just
couldn’t understand what he was saying.
Planning
the journey
ahead.
58
Your
plan for
tomorrow.
TRANSCRIPT: a moment to reflect, so you can give
an honest answer about how you
feel about today. My aspiration is
Thank you for hanging in with us today. that you say what’s true for you.
We are officially in the home stretch.
So let’s go through a quick exercise.
So let’s talk about tomorrow. Get out your notebook and turn to the
page titled “What do you want to say
While we have been working together to your customers about today?”
in our stores, the world has been
watching. There are many who When someone asks you “How was
will expect to see us at our best. yesterday?,” take a moment. Take that
There may also be people who will moment to figure out what you want to
want to test us. They will want to say. Talk from your heart, tell them
see what we’ve learned. The best what you loved about it, tell them what
thing to do, of course, is to make you learned, tell them what surprised
everyone feel welcome—and you the most, and tell them what you
deliver a great experience. hope for.
I realize a day like today can leave you Let’s take a few minutes and reflect.
drained or energized. I want to give you
Starbucks coo
INSTRUCTIONS
tomorrow.
Video 19
What do
you want
to share
with others?
What to say.
W H AT YO U ’ L L N E E D
page
24
5 min
INSTRUCTIONS
Say what’s true for you. 3. Practice it with a partner in your group.
Take turns pretending to be a customer
1. Get out your notebook and
and practice giving your answer until
turn to page 24, to the activity
you feel comfortable.
called “What do you want to say
to your customers about today?”
2. Imagine what you’ll do when
someone asks you what happened
in stores across America on May 29.
Write it down. Turn to the next page in
the Team Guidebook.
What to say
Video 20
Making a
commitment for
the next four weeks.
W H AT YO U ’ L L N E E D
page
64 10 min
INSTRUCTIONS
A habit we
can build by
trying every day.
What can we do as a team What can we do as a team to
to help each other feel like make sure customers feel like
we belong? they belong?
Finished?
Turn the page.
Making a commitment.
Johnson on sticking
1. Put the iPad above.
with it.
2. Select Video 21.
Video 21
In the coming weeks, months and years, we will address many other
facets of what makes us truly human. This work will grow to reflect
the realities of your abilities, ethnicities, gender identities and
expressions, sexual identities, class, language, citizenship, political
views and religious affiliations.