News Disney updates its legendary Four Keys model to include a fifth key

[Jon81uk]

I assume Dr Smith is a man because the only Dr Smith I know is my male dentist, and that’s who I picture.

And that is a good example of unconscious bias.

 

[natatomic]

No you are giving an example of perfect service, choosing a child based on the interaction, or at random. There is no need to pick a different race every time or something like that. You are waaay overthinking this.

Your post agrees with mine that inclusiveness should just happen.

There will be a tiny number of bad eggs in every company who make decisions for the wrong reasons and it will never be easy to weed them out. Those who have bad motives or the let their beliefs take priority and for example only ever pick white kids even if you watch them do their job all day every day. Hopefully those sort of people will already have been got rid of.

There will also be people in between where they don’t even realise they are doing something wrong. Such as assuming Dr Smith is a man just because they have a qualification. Those sort of small assumptions can be improved through improved training, but will likely never be noticed if a manager was just walking past and observing for a couple of minutes.

This is why your post about observing a single point in time is completely irrelevant as inclusion needs to be embedded into every employee.

The reason I bring up the “single point in time,“ is, again, the prevalence of “4 Keys Basics walks,” leaders are expected to take with a couple of cast members during their shifts. They talk to the cast about the 4 keys (soon to be 5) and ask them to find examples during their walks if the keys being carried out as well by CMs, as well as times when the keys are NOT being carried out. It’s those moments when a cast member is called to look specifically for “inclusion” that this whole thing gets dicey.

 

[Jon81uk]

The reason I bring up the “single point in time,“ is, again, the prevalence of “4 Keys Basics walks,” leaders are expected to take with a couple of cast members during their shifts. They talk to the cast about the 4 keys (soon to be 5) and ask them to find examples during their walks if the keys being carried out as well by CMs, as well as times when the keys are NOT being carried out. It’s those moments when a cast member is called to look specifically for “inclusion” that this whole thing gets dicey.

Hopefully they can find a way to resolve those and find a way to evolve their methods.
I would hope it’s very hard to point out unsafe behaviours as well.

 

[Brer Oswald]

And that is a good example of unconscious bias.

That’s not unconscious bias. That’s me making a personal connection to someone I know, based on the only person I know with that name. If someone says the name of your mother, your naturally going to think of your mother before whoever the hell they're talking about.

But whatever. It was just supposed to be a joke, because I happened to know a male “Dr. Smith” pretty well.

 

[natatomic]

Hopefully they can find a way to resolve those and find a way to evolve their methods.
I would hope it’s very hard to point out unsafe behaviours as well.

I would say the unsafe behaviors are, thankfully, rare, though I have witnessed a few back in my day there. Typically it’s unsafe objects or lack of safe objects - like a stantion plug missing, a rope that came untied and is hanging on the ground, a nail poking out of a wooden railing, etc. Things that are typically minor, but can still hurt someone. Even then, you still have to keep your eyes peeled to purposely find them, in my experience!

 

[Jon81uk]

That’s not unconscious bias. That’s me making a personal connection to someone I know, based on the only person I know with that name. If someone says the name of your mother, your naturally going to think of your mother before whoever the hell they're talking about.

But whatever. It was just supposed to be a joke, because I happened to know a male “Dr. Smith” pretty well.

And by realising you make those connections with people you can then ensure decisions and judgments you make aren’t affected.

 

[Brer Oswald]

And by realising you make those connections with people you can then ensure decisions and judgments you make aren’t affected.

I know a female doctor by a particular last name. Her father is also a doctor. If someone said “Dr Their Last Name”, I’d think of the female because she was my doctor.

It isn’t as deep as you’re making it. It isn’t “bias”. Picturing someone I know based on a name isn’t discriminatory or exclusive. It’s common nature.

 

[Jon81uk]

I know a female doctor by a particular last name. Her father is also a doctor. If someone said “Dr Their Last Name”, I’d think of the female because she was my doctor.

It isn’t as deep as you’re making it. It isn’t “bias”. Picturing someone I know based on a name isn’t discriminatory or exclusive. It’s common nature.

But it can lead to bias.

 

[Brer Oswald]

But it can lead to bias.

Look, I don’t like you saying I’m biased and exclusive because I pictured someone I know when you dropped a name of that person I knew.

Maybe you don’t know my style of posting, but I’m rather sarcastic, and it was supposed to be a smart comment. Not an “example of bias”.

I don’t see what I’m “biased” towards in this scenario. I don’t typically refer to people as anything other than “you”, and I don’t talk about people to other people in general.

 

[_caleb]

The reason I bring up the “single point in time,“ is, again, the prevalence of “4 Keys Basics walks,” leaders are expected to take with a couple of cast members during their shifts. They talk to the cast about the 4 keys (soon to be 5) and ask them to find examples during their walks if the keys being carried out as well by CMs, as well as times when the keys are NOT being carried out. It’s those moments when a cast member is called to look specifically for “inclusion” that this whole thing gets dicey.

They wouldn’t “call you out” about the children you selected, but they may ask you to explain how you made those decisions. The answer you provided in your post would pretty much show that you were practicing the sort of “inclusion” they’re trying to emphasize by adding this Key.

Some of the training around this Key would likely also include awareness of implicit bias. Disney would want CMs to decide based on inclusive criteria vs. what you might consider to be “random” but really could be influenced by unconscious bias.

Again, the Key is a philosophy that informs policy. They will definitely add more specific guidance than just, “Be inclusive!”

 

[Jon81uk]

Look, I don’t like you saying I’m biased and exclusive because I pictured someone I know when you dropped a name of that person I knew.

Maybe you don’t know my style of posting, but I’m rather sarcastic, and it was supposed to be a smart comment. Not an “example of bias”.

I don’t see what I’m “biased” towards in this scenario. I don’t typically refer to people as anything other than “you”, and I don’t talk about people to other people in general.

Didn’t say you were biased.

Just that those sort of behaviours where you picture a particular gender based on a name can lead to bias.

If someone was looking at a list of people and made the judgement that Dr Smith has to be a man as they know another Dr Smith and then turn up and talk to the wrong person they are showing bias as they don’t expect a female DrSmith.

 

[Brer Oswald]

Didn’t say you were biased.

Just that those sort of behaviours where you picture a particular gender based on a name can lead to bias.

If someone was looking at a list of people and made the judgement that Dr Smith has to be a man as they know another Dr Smith and then turn up and talk to the wrong person they are showing bias as they don’t expect a female DrSmith.

Bias would be the preference of a male doctor. If you read a name off a list (idk why you’d be reading a name off a list, but let’s say so for arguments sake) and you saw the Dr you were assigned, assuming and hoping it would be a guy, that is a biased attitude.

Instead, say you were reading a story, and you read Dr Smith. It is natural to picture the Dr Smith you know, whether that’s male or female. A few pages down, more details contradict that image, and you alter whatever you were picturing. That’s ignorance and lack of knowledge.

I’ve dragged this out far too much. My joke was just supposed to be “ha, but I do know someone by the name of Dr Smith and he happens to be a guy”. Oh well. This is why I hate the internet and text as opposed to actually verbal dialogue.

 

[Ldno]

So does the Fifth key means Fifth gate or just changes from Safety, Courtesy, Show, Efficiency and Sanitation for example?

 

[Jon81uk]

Bias would be the preference of a male doctor. If you read a name off a list (idk why you’d be reading a name off a list, but let’s say so for arguments sake) and you saw the Dr you were assigned, assuming and hoping it would be a guy, that is a biased attitude.

Instead, say you were reading a story, and you read Dr Smith. It is natural to picture the Dr Smith you know, whether that’s male or female. A few pages down, more details contradict that image, and you alter whatever you were picturing. That’s ignorance and lack of knowledge.

I’ve dragged this out far too much. My joke was just supposed to be “ha, but I do know someone by the name of Dr Smith and he happens to be a guy”. Oh well. This is why I hate the internet and text as opposed to actually verbal dialogue.

both of those are the same thing. it’s still your brain choosing to picture a certain person.

 

[Brer Oswald]

both of those are the same thing. it’s still your brain choosing to picture a certain person.

You really want to win this argument, huh? Well, I could make a point that, definition wise, there’s a distinction. But I’m tired of this. You win.

 

[Basil of Baker Street]

both of those are the same thing. it’s still your brain choosing to picture a certain person.

Are you completely unbiased?

 

[The_Jobu]

Are you completely unbiased?

"Bias", has become a boogeyman. It's misused as a tool to finger wag people. Everyone has bias, about a million things, it comes from experience. The scientific method can be unbiased, but people can not. No one can ever, or will ever, be unbiased.

 

[GoneViral]

I personally think it says a lot about this website. This thread has 5 pages with discussion on why this is a problematic change and how this shouldn’t be included. Other sites it is barely getting talked about and people aren’t batting an eye.

Maybe it is a publicity thing but who cares? It doesn’t impact any of us negatively at all. Getting worked up about this shows maybe you are part of the problem that something like this is trying to address.

This was a *perfect* reply.

 

[Tom Morrow]

To expand on my previous post about how the four keys are supposed to act more as an operations golden rulebook, and that Disney has a separate "rulebook" specifically for guest service called the Guest Service Basics, this really tells me that the people in leadership really don't have a clue of the legacy they are in charge of, and/or they don't care and making bold woke statements is more important. It sure doesn't' help that leadership at WDW skews younger and younger. You have 22 year olds just out of college making important company decisions.

Not only are the keys supposed to act as an operations rulebook, they are in order for a reason.

1. Safety - all other keys can be trumped in the name of safety if the situation demands such actions.
2. Courtesy - Show and Efficiency can be sacrificed in the name of Courtesy if the situation calls for it, but not Safety.
3. Show - should never be compromised in the name of efficiency (this one is commonly broken by current leadership)
4. Efficiency - Operate efficiently as long as the previous four keys are met.

When it's possible to do all four, all four must be practiced.

So where does Inclusion fit into this?

 

[Chi84]

To expand on my previous post about how the four keys are supposed to act more as an operations golden rulebook, and that Disney has a separate "rulebook" specifically for guest service called the Guest Service Basics, this really tells me that the people in leadership really don't have a clue of the legacy they are in charge of, and/or they don't care and making bold woke statements is more important. It sure doesn't' help that leadership at WDW skews younger and younger. You have 22 year olds just out of college making important company decisions.

Not only are the keys supposed to act as an operations rulebook, they are in order for a reason.

1. Safety - all other keys can be trumped in the name of safety if the situation demands such actions.
2. Courtesy - Show and Efficiency can be sacrificed in the name of Courtesy if the situation calls for it, but not Safety.
3. Show - should never be compromised in the name of efficiency (this one is commonly broken by current leadership)
4. Efficiency - Operate efficiently as long as the previous four keys are met.

When it's possible to do all four, all four must be practiced.

So where does Inclusion fit into this?

My guess would be between Courtesy and Show.