I kicked off my opening talk on diversity at the MGM Grand Las Vegas focused on Ubuntu, a concept about human interconnectness that is the basis of their corporate trainings.
This term refers to an African ethical and humanistic philosophy, which defines the essence of being human, as it relates to our connections with others. Many thought leaders, including Liberian peace activist, Leymah Gbowee, Archbishop Desmond Tutu and Nelson Mandela, have interpreted it.
Ubuntu speaks specifically to the concept that, in isolation, we cannot exist as human beings. As Leymah Gbowee explained it, “I am what I am because of who we all are.” Though it may be difficult at first to grasp, the simplest way to state this philosophy is: Without others, we don’t exist. At its core, is the necessity and profound implications of interconnectedness.
It’s an all-embracing concept with global significance. In the words of Desmond Tutu: “A person with Ubuntu is open and available to others, affirming of others, does not feel threatened that others are able and good, based on a proper self-assurance that comes from knowing that he or she belongs in a greater whole and is diminished when others are humiliated or diminished….” It has also been expressed that Ubuntu places the highest premium on dignity, compassion, humaneness and respect for the humanity of others.
Though every man and woman has his and her own unique qualities, we are all inextricably connected by our humanness. Paradoxically, it is in honoring our differences that we understand just how similar we all really are. The diversity program at MGM reinforces these ideas.
As a customer service expert and educator, I teach service providers to listen deeply, ask questions thoughtfully and observe closely to understand the human needs behind every interaction. Especially in the world of hospitality, this often requires an understanding of the other person’s differences, whether they are cultural, religious, gender-specific, individual, et al. When you boil it all down, we all share similar basic human needs and desires.
Even beyond the subject of diversity, Ubuntu holds meaning for our everyday lives—both personal and professional. How often have you looked at the grocery store clerk? Instead you are probably staring at your cell phone or engrossed by any number of distractions, never once acknowledging the human being behind the counter? Or, have you ever made a request at a restaurant and neglected to thank the server when it’s fulfilled?
We often complain about how mechanistic our society has become—with do-it-yourself checkout machines at retail chains and the “customer service” you receive when screaming into automated phone systems. And yet, when face-to-face with another human being, we all too often act as if they don’t exist!
Today, I encourage you apply Ubuntu to your interactions with employees, employers, customers, service providers and every human being with whom you make contact. I would love to hear about your experiences and observations!