Talk to the Elephant: Design Learning for Behavior Change

2

Taking a Systems View

(IN WHICH THE ELEPHANT IS JUST PART OF A WHOLE ECOSYSTEM)

“We Need Training”

When a system fails, “training” is almost always promised as part of the solution. Here are some examples:

• In 2018, Starbucks Coffee Company—in response to complaints about discriminatory actions from Starbucks employees—closed approximately 8,000 Starbucks locations for a day and had roughly 175,000 employees participate in “racial-bias education geared toward preventing discrimination in our stores.”

• Police officers spend thousands of hours every year in “Use of Force” classes aimed at teaching them how to not use unnecessary or excessive force.

• Billions of dollars are spent every year on things like “leadership” training.

It’s not difficult ...