Module Transcript: Supporting Our Culture

of Inclusion

Table of Contents
Table of Contents................................................................................................................... 1
Course Overview.................................................................................................................... 2
Lesson 1 of 6: Welcome .......................................................................................................... 3
Let’s Meet Some Amazonians .........................................................................................................3
Lesson 2 of 6: DEI at Amazon ................................................................................................. 5
Defining Diversity, Equity and Inclusion ..........................................................................................5
How Amazon is Addressing DEI.......................................................................................................5
Lesson 3 of 6: Reviewing What You've Learned....................................................................... 7
Directions ......................................................................................................................................7
Question 1 .....................................................................................................................................7
Question 2 .....................................................................................................................................7
Question 3 .....................................................................................................................................8
Lesson 4 of 6: DEI and You...................................................................................................... 9
The Golden and Platinum Rule .......................................................................................................9
Remember to Stop, Drop, and Roll ............................................................................................... 11
Lesson 5 of 6: Practicing What You’ve Learned ..................................................................... 12
Directions .................................................................................................................................... 12
Scenario 1 .................................................................................................................................... 12
Scenario 2 .................................................................................................................................... 13
Scenario 3 .................................................................................................................................... 13
Scenario 4 .................................................................................................................................... 14
Lesson 5 of 6: Looking to the Future ..................................................................................... 15
Supporting an inclusive culture starts with you. ............................................................................ 15
Wondering how to get involved? .................................................................................................. 16
Wrap-Up...................................................................................................................................... 17
Course Overview
Welcome to Supporting Our Culture of Inclusion. In this module you will:
1. Learn how diversity, equity, and inclusion (DEI) are defined at Amazon
2. Explore ways Amazon is addressing DEI
3. Understand your role in supporting our culture of inclusion
Lesson 1 of 6: Welcome
At Amazon, we start with the customer and work backward. We work hard to earn and keep
our customers' trust. As Amazonians, we also work hard to earn and keep respectful, inclusive,
trusting relationships with each other. Our customers and employees come from a wide variety
of backgrounds, so as we strive to be the world’s best employer, we are committed to a
diverse, multicultural Amazon. The fact is, the more Amazonians find and build connections
with each other, the more we will feel a sense of belonging and enhance our ability to innovate
on behalf of the customer and drive customer obsession.

For this reason, we expect all Amazonians to show respect for the differences that you’ll find in
our workplaces; and contribute to inclusive experiences where we can be self- aware, curious
and empathetic. We’ll get into some more specifics around expected behaviors in a bit—but
first, let’s hear from a few Amazonians.

Let’s Meet Some Amazonians

The following section provides a series of reactions from six Amazonians who are learning
about this training. Note that these are character portrayals and are not actual employees.

Nia
Great. Another “required learning.”

Ray
Well, I’m really busy.

Pete
Actually, this seems different than what I’ve seen before…and I’m not sure what to expect.

Yasmin
Alright! This is such an important topic! Can’t wait to dive in. Personally, I’m excited we’re
getting to learn about inclusion. It’s a chance to grow. That’s how I’m looking at it. We all can
do better, especially in this area, and I think it’s great that we are starting the conversation.
Pete
If this is all about race, then they’re missing the mark. I personally don’t consider myself
someone who sees color. It feels like we focus too much on our differences and not enough on
our similarities.

Hollis
I just don’t talk about this stuff, especially at work. I’m here to do my job, not to make friends.

Hannah
I’ve never really been sure how to talk about these topics. Others seem to be comfortable
bringing up some of the things happening in our world. I’d like to learn how to be more
comfortable. I don’t feel great about avoiding it all the time.

Thanks, Team!

Next, let’s take a closer look at how DEI shows up at Amazon.

Lesson 2 of 6: DEI at Amazon
Defining Diversity, Equity and Inclusion
At Amazon, we are committed to diversity, equity, and inclusion. Each are defined as the
following:
• Diversity is the combination of unique skills, experiences, perspectives, and cultural
backgrounds. It makes us who we are and ultimately benefits our global customers.
• Equity is the fairness of access, opportunity, and advancement for all.
• Inclusion is providing an environment where our employees feel valued,
trusted, connected, and informed.

How Amazon is Addressing DEI

Let's explore some ways we are addressing diversity, equity, and inclusion.

Identifying, hiring, developing, and promoting diverse talent

The ways in which we hire and develop the best can vary across the globe. We are exploring
how employees face different sets of challenges as they attempt to join, develop, and advance
in the company based on demographics. We are investing in solving this in our own company
and we welcome your help. When you make referrals that help us identify talent from diverse
backgrounds, it makes a huge difference in our efforts to build representative workforces
everywhere we have a footprint.

Engaging and attracting a diverse team

When joining a company like Amazon, we often find ourselves leaving behind parts of our
identity for the opportunity to do productive, useful work and be rewarded fairly. However,
research shows us that individuals and groups that view themselves as outsiders (based upon a
number of things including gender, race, ethnicity, nationality, language, disability, just to name
a few) may give up more of their identity. So finding ways to create engagement is key to being
inclusive. To support Driver Associates of varying socioeconomic backgrounds and those with
hearing disabilities, EU AMZL launched in early 2021 Project Babel, which aims to render Driver
Associate Training language agnostic. Project Babel is currently available in over 70 languages
and dilutes the language-filtering criteria.
Creating a culture of inclusion
An inclusive culture is supported by an environment where all employees are encouraged to
bring their authentic selves to work. Amazon strives to raise the bar by introducing initiatives
that further strengthen our culture of inclusion and enable us to serve our customers better.
For example, in October 2020, Amazon India launched an all-women Virtual Customer Service
(VCS) facility in Bengaluru, reaffirming Amazon’s commitment to empowering women with
flexible and safe livelihood opportunities.

Onward! Next, let's review what you've learned thus far.

Lesson 3 of 6: Reviewing What You've Learned
Let's review what you've learned about diversity, equity, and inclusion so far.

Directions
Review and answer each question below.
Question 1
First, how do we define diversity at Amazon?

Options:
• The existence of different racial and ethnic, socioeconomic, geographic, and
academic/professional backgrounds.
• The combination of unique skills, experiences, perspectives, and cultural backgrounds
that make us who we are and ultimately benefit our global customers.
• The targets and goals we set to ensure varied backgrounds and experiences among
Amazonians.
• The absence of disparity in the access to opportunities for advancement, no matter your
race, your age, or your abilities.

The Answer:
Amazon defines diversity as the combination of unique skills, experiences, perspectives, and
cultural backgrounds that make us who we are and ultimately benefit our global customers.

Question 2
Next, how do we define equity at Amazon?

Options:
• The quality of being fair and impartial.
• The state of being equal, especially in status, rights, and opportunities.
• The fairness of access, opportunity, and advancement for all.
• Freedom from bias or favoritism.

The Answer:
Amazon defines equity as the fairness of access, opportunity, and advancement for all.
Question 3
Finally, how do we define inclusion at Amazon?

Options:
• The practice of including and integrating all people and groups in activities,
organizations, and processes.
• The action or state of including or of being included within a group or structure.
• The right to be respected and appreciated as a member of the community.
• Providing an environment where our employees feel valued, trusted, connected, and
informed.

The Answer:
Amazon defines inclusion as providing an environment where our employees feel valued,
trusted, connected, and informed.

Keep it up! Let's explore how you can help support our inclusive culture.
Lesson 4 of 6: DEI and You
The Golden and Platinum Rule

All that glitters is not always gold.

Many of us grew up hearing that we should treat others the way we would like to be treated. In
many cultures, this is known as the “golden rule.” However, what if others don’t want to be
treated like you? For example, some people deal with stress by going for long walks alone,
while others prefer to have a conversation with a close friend or loved one. Sometimes, even
assuming that everyone wants to be respected in the same way might be a problem. For
example, some people might like to be recognized in a public way, whereas other people would
find that embarrassing and would just prefer a simple and private “thank you.”

“Treat others the way they want to be treated.”

This is called the platinum rule. It’s a small but important difference and requires empathy—
taking the time to understand someone else’s perspective and see the world through their
eyes. Empathy is a skill—practice it and you’ll get better with time. Let’s practice applying the
platinum rule to some common situations.

Examples of the Platinum Rule

Situation 1:
Your friend is struggling to carry their luggage up some steps.

A Golden Rule reaction would be:

“Let me help you. Set your stuff here.”

A Platinum Rule reaction would be:

“Would you like a hand with any of your luggage?”

Situation 2:
You notice that a coworker seems tired and has been complaining about their lack of sleep
since bringing home their child from the hospital.

A Golden Rule reaction would be:

“You look so stressed! You need to take better care of yourself. Is everything okay at home?”

A Platinum Rule reaction would be:

“Let me know if you are needing any support.”
Situation 3:
Your friend is struggling with marital issues.

A Golden Rule reaction would be:

“If I were you, I’d get out of that marriage—and soon!”

A Platinum Rule reaction would be:

“I’m here for you if you need someone to talk to.”

Situation 4:
Your child found out that they did not make a school sports team.

A Golden Rule reaction would be:

“Everything happens for a reason.”

A Platinum Rule reaction would be:

“How are you feeling about not making the team?”

What differences stood out to you between each set of responses?

In every instance, the “platinum” response displayed more empathy than the “golden”
response by guiding us to ask more open questions—allowing others to share more about
themselves if they wish.
Remember to Stop, Drop, and Roll
Now that we’ve discussed the platinum rule and how it causes us to think about how it is best
to treat people the way they would like to be treated and avoid making assumptions, let’s talk
about another tool we can use to avoid making wrong assumptions.

In many countries, basic safety protocol uses a strategy called stop, drop, and roll as a means to
protect yourself if your clothes are on fire – but that isn’t what we mean here. Instead, this
process has been designed to allow us to recognize incorrect assumptions in the moment and
shift our understanding to avoid negatively affecting our interactions with others. Let’s review
Stop, Drop, and Roll™ step by step.

STOP, and don’t respond right away.

Pause and take a breath before speaking or acting.

DROP your assumptions.

Show curiosity by asking questions without judgment. This is where you can practice the
platinum rule.

ROLL with the best thing to do based upon the situation.

Now it’s your turn. Let’s practice using Stop, Drop, and Roll™ and the platinum rule by
exploring some scenarios.
Lesson 5 of 6: Practicing What You’ve Learned
Let's practice what you've learned. Read each scenario and answer the questions.

Directions
Review each scenario below and consider the questions.

Scenario 1
You notice that Lynn, a woman coworker, is being overlooked to load trailers on the ship dock.
You overhear another coworker say that she cannot lift heavy boxes in order to load the trailer
quickly. What do you do?

Options:
• Ask the coworker if the statement is true.
• Ask Lynn’s manager if the statement is true.
• Ask Lynn if she has an interest in working the trailer dock.
• Tell Lynn she is strong enough to work the dock and should push for the assignment.
• Nothing. Why burden Lynn with a duty that might be too hard for her?

Our Recommendation:
You should ask Lynn if she has an interest in working the trailer dock. There may be many
reasons why Lynn does not load trailers on the ship dock, but when considering the platinum
rule, it is best not to make any assumptions. Instead, ask Lynn if doing this work is something
she desires.
Scenario 2
A new associate, Florian, was in a rush to eat lunch and mistakenly placed her food in the
microwave designated for halal food. Later in the day, several Muslim team members
expressed frustration because a discarded plastic wrap from a pork product was in the trash
can near the halal food microwave. One of your coworkers, Naadir, shares his dissatisfaction
about the situation with you. What do you do?

Options:
• Tell him he has nothing to worry about.
• Talk to the site leadership about educating team members on the importance of
observing signage in the eating area.
• Request that more cleaning materials be placed by the microwaves.
• Talk to Florian directly about her mistake.
• Ask Naadir if he’d be comfortable with you raising this concern with site leadership.

Our Recommendation:
You should Ask Naadir if he’d be comfortable with you raising this concern with site leadership.
When considering the platinum rule, it is best to talk directly to Naadir. Let him make his own
decision about how he would like to resolve this issue. You might also discover other
alternatives through the conversation. In this instance, it might not just be about dietary
restrictions.

Scenario 3
During his lunch break, Jon (Asian male) approaches you to talk about an InSTALLment on
Amazon’s Black Lives Matter position statement being torn down. As a team member, he finds
it frustrating when such signs are ripped down and defaced. He says such actions suggest that
team members are not willing to be allies to communities impacted by racism. What would you
do?

Options:
• Tell him you are as angry as he is about the incident.
• Suggest that site leadership discuss it at the next all hands meeting.
• Acknowledge his feelings and inquire what you can do to help.
• Encourage Jon to let management think about this issue.
• Find out who tore down the InSTALLment.

Our Recommendation:
You should acknowledge his feelings and inquire what you can do to help. Jon has shared a
valid concern with you. In fact, you might be just as upset as he is. Empathizing and offering
support is a key first step. You might say, “Thanks for sharing. I can imagine how frustrating that
must feel. What can I do to help?” Those initial questions may identify next steps that could
best address his concern.
Scenario 4
Manny is a new associate within the FC and is learning about the role. He is deaf and uses
American Sign Language (ASL) to communicate. During team meetings he uses Video Relay
Interpreting (VRI) with an ASL interpreter on a monitor to communicate. You decide to
introduce yourself, but you aren’t sure how best to communicate with him. What might you
do?

Options:
• Start talking to Manny hoping he’ll notice you’re speaking to him.
• Tell your manager you want to meet Manny but don’t know what to do.
• Walk up to Manny, make sure you face him and have his attention, say hello, and allow
him to continue engaging if he prefers.
• Grab Manny’s shoulder to get his attention and start talking loudly to him.
• Have another coworker go up and ask Manny questions and observe how it goes before
you attempt to introduce yourself.

Our Recommendation:
You should Walk up to Manny, make sure you face him and have his attention, say hello, and
allow him to continue engaging if he prefers. There are many employees with disabilities at
Amazon and they each have their own unique experiences and preferences in how they do
work and communicate. If they do work and communicate differently from what you are used
to, don’t isolate them by assuming that you can’t build a relationship based on these
differences. Rather, let them know you are interested in learning more about them and how to
work with them using intentional and thoughtful practices that bridge communication across
these differences.

Almost done! Next, let’s summarize what you’ve learned.

Lesson 5 of 6: Looking to the Future
Supporting an inclusive culture starts with you.
Let’s check back in with the six Amazonians we met earlier, who will share what they learned
through this training.

Yasmin
This was great. I’m so happy to have a tool like Stop, Drop, and Roll to use in situations where I
would normally not know what to do. I definitely see how I can start using this in my day to day.

Pete
This was different than anything I’ve experienced on this topic. I used to think not seeing
difference was a good thing…now I understand that recognizing differences is really important,
because seeing and acknowledging differences means I value and appreciate others.

Ray
Well, that didn’t take long at all. A fast 20 minutes. Now I wish there was more!

Hollis
I don’t think it was a waste of time. I can see how continued conversations and practice might
be helpful.

Nia
The platinum rule was new to me. I know I’ve been treating people the way I wanted to be
treated. I now have memories of how that didn’t go the way I thought it would. I think that’s
something I’ll take away and use. I’ll be interested in seeing if this will catch on.

Hannah
I feel really validated about my natural sense of curiosity. Curiosity is a never-ending journey,
there is always more to learn, and we can always be better. I’m always looking for ways to
improve myself. I’d like to think others are doing the same. Maybe we can use this training to
talk as a team about how to do that.
Wondering how to get involved?
Check out the following tips to help support our culture of inclusion.

Ask others to tell their story.

Each individual comes to this place with history, culture, experiences, interests, perspectives,
etc., that can change a conversation or give birth to new ideas. Investing the time to
understand the whole person by diving deep into any one of these areas allows that person to
show up as their authentic selves. Notice verbal and non-verbal cues to know when you are
diving too deep. And keep what you learn in mind to revisit at a later date.

Join or support an Affinity Group.

Amazon has made it a priority to support diversity, equity, and inclusion. One such way is
through Affinity Groups - groups organized around a shared identity, such as race/ethnicity,
gender, sexual identity, etc. Each group coordinates programs that promote cultural
awareness, such as speaker series, community service days, and heritage celebrations. If you
would like to explore more, click the link below.

About Amazon Affinity Groups

Recognize others for the value they bring to the team.

People managers and peers alike can acknowledge and thank someone for their contributions
(ideas, viewpoints, opinions, skills, talents, strengths, etc.) at any time. Understanding how
people like to receive recognition and providing regular doses of recognition can really make a
lasting impact.

Increase your awareness of different values, cultures, and traditions.

Awareness and recognition of the various cultural traditions, holiday celebrations (such as
Diwali, Chinese New Year, etc.), and heritage weeks and months Amazonians may participate in
fosters a sense of inclusion. Take the time to create cultural connections with the members of
your team. This can be done by sharing cultural holiday traditions and customs, having a
cultural potluck, etc. Keep in mind important holidays and traditions employees may be
participating in and schedule work events around those activities accordingly to ensure
everyone has the opportunity to participate.
Introduce yourself using pronouns.
Introducing your name and pronouns helps others know how you would like to be addressed
and presents an opportunity for your coworkers to share what pronouns they use. Pronouns
are one of the ways we portray our identities. Avoid assuming someone’s gender identity.
When someone asks you to use their pronouns (i.e., she/her…they/them…he/him), they are
asking for you to respect their identity.

Wrap-Up

Congratulations!
You’ve completed Supporting Our Culture of Inclusion!

We’d love to hear from you!

Please consider returning to the Learning Module and navigate to the Survey found at the end
of the course.