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Unconscious bias is a phenomenon that affects almost everyone’s decision-making processes, and although we may not be aware of it, it is something we all have to some degree. Howard J. Ross, author of the book “Everyday Bias,” says, “The question is not, do we have bias? The question is, which are ours?”
Understanding that everyone carries unconscious bias is just the first step — what’s equally important is recognizing how these biases form and influence our behavior. Unconscious bias doesn’t arise from malice or intent, but rather from the brain’s natural tendency to streamline information processing.
By exploring how these automatic patterns take shape, we can begin to identify the subtle ways they affect our perceptions, choices, and interactions with others. So, how exactly does unconscious bias work?
How does unconscious bias work?
Unconscious bias refers to the automatic judgments and assumptions we make about people and situations without even realizing it. These biases are shaped by our background, culture, media exposure, and life experiences. Our past experiences impact the decisions we make, and our brains tend to create “mental shortcuts” to help us quickly process new information. While these shortcuts can be helpful, they can also be flawed, especially when they’re based on social norms and stereotypes.
In the multifamily workplace, unconscious bias might influence how we interpret a resident’s tone of voice, evaluate a team member’s performance, or make decisions during the hiring process. Because these biases operate beneath our awareness, we may not notice them unless we intentionally look for patterns in our thinking and behavior. Left unchecked, unconscious bias can damage day-to-day interactions with others, leading to missed opportunities and strained relationships.
However, the good news is that these mental habits can be interrupted and improved. The first step is simply acknowledging they exist, regardless of intent. From there, we can take deliberate actions to reduce its influence in our daily interactions and decision-making. Here are five practical tips to help you recognize and overcome unconscious bias in the multifamily workplace.
Top 5 Tips for Overcoming Unconscious Bias
Unconscious bias can impact how we interact with residents, colleagues, and vendors — often without us even realizing it. Overcoming unconscious bias requires intentional reflection and action.
While robust AI-powered screening tools are a powerful resource in helping eliminate unconscious bias in resident selection, there’s peril in allowing unconscious bias to perpetuate discrimination if AI is left unchecked.
For multifamily professionals, having the right tools, training, and policies in place is key to creating more inclusive communities and work environments. Here are five practical strategies to recognize and reduce the effects of unconscious bias:
1. Shift Your Perspective
Unconscious bias often stems from viewing the world solely through your own experiences. Taking time to imagine how someone else might perceive a situation — especially someone with a different background, culture, or lived experience — can reveal blind spots and help build empathy. When you can, before you make a decision, try to imagine the world from their vantage point.
Apply It: When resolving a resident complaint, consider how the issue might be perceived differently based on the resident’s background, communication style, or accessibility needs. A maintenance delay that feels minor to you could feel major to a resident who has experienced housing instability. Taking a moment to pause and understand where they’re coming from can lead to better outcomes and stronger relationships.
2. Think Before You Speak or Act
Unconscious bias often influences snap judgments, so overcoming them can be helped by slowing down your decision-making. In high-stress moments, your ability to pause before acting or speaking helps ensure your words and actions reflect professionalism and respect for others.
Apply It: During team meetings or casual conversations, avoid offhand remarks or jokes that could be unintentionally offensive. Before commenting on someone’s name, attire, or background, ask yourself: “Could this reinforce a stereotype?” A pause now can prevent harm later.
3. Diversify Your Environment and Interactions
Exposure to diverse perspectives reduces the influence of stereotypes. When we work closely only with those who share similar views or backgrounds, bias tends to go unchecked. Intentionally seeking input from people with different backgrounds, experiences, and viewpoints expands understanding and builds stronger teams. Think about new ways to engage, collaborate, and step out from your usual group at work. If you can, leave your desk and try working in a different area for a few hours. This change of perspective may lead you to interact with people you otherwise wouldn’t.
Apply It: This can happen through mentoring relationships, cross-functional teams, or inclusive conversations in the workplace. Encourage diverse representation on hiring panels, safety committees, or event planning teams. Invite leasing, maintenance, and corporate staff to collaborate on shared projects. This improves team cohesion, reduces groupthink, and broadens problem-solving approaches.
💡Looking for more? Watch this webinar, “More Than an Employee: Overcoming Bias Through Nurturing Employee Relationships.” It provides a framework for recognizing and overcoming bias and improving effective team communication.
4 . Challenge Your Assumptions
Think of those teen movies where the shy guy doesn’t ask the girl out because he thinks she’ll say no. When he finally does, she says yes — and asks what took so long?
It’s easy to assume we “know” how someone will act or think based on past experiences, but unchecked assumptions can limit opportunities and trust. Instead, ask questions and let facts guide your conclusions. Even if their response confirms your assumption, you now have information that can help in future interactions.
Apply It: When making decisions — especially about hiring, performance reviews, or conflict resolution — pause to consider whether assumptions are driving your choices. Don’t assume a gap in employment or an unconventional career path is a red flag. Use structured evaluation criteria, rubrics, or checklists to ensure evaluations are based on facts and consistent standards. When in doubt, follow up directly with the candidate. Fairness and curiosity go a long way in hiring and promotions.
5. Create Accountability
Encourage a culture where bias can be discussed openly and constructively. Provide feedback when biased behavior is observed, and be open to receiving it. Organizations can support this by implementing bias training, establishing accountability structures, and reinforcing inclusive behaviors through policies and leadership modeling.
Apply It: Start with small steps, like inviting team feedback during performance reviews or debriefing hiring decisions. Offer (or attend) unconscious bias training, and encourage open dialogue when biased behavior is observed. Model the behavior you want to see, and make inclusivity a shared goal across the property.
The topics of inclusion and diversity can sometimes feel overwhelming, especially in multifamily environments. But progress starts with small, intentional actions. The more aware we are of our biases — and the more willing we are to listen, learn, and look beyond our usual circles — the more we can contribute to a healthier, more inclusive workplace.
Grace Hill offers training and policy solutions, along with a wide variety of resources, that equip multifamily professionals with the tools to recognize and address unconscious bias.
- Training: Through engaging, research-backed courses on Fair Housing, diversity, equity, and inclusion, emotional intelligence, and more, team members gain practical strategies to challenge assumptions, improve communication, and create more inclusive interactions. These training programs are designed to be relevant to real-world multifamily scenarios, helping employees build the awareness and confidence to make better, more equitable decisions every day.
- Policies: Grace Hill’s Policies solution helps reinforce training efforts by centralizing and standardizing company policies, ensuring that expectations around respectful behavior, anti-discrimination, and inclusive practices are clear and accessible. This alignment between training and policy helps create a consistent culture of accountability across the organization.
Remember, while no one can solve these challenges alone, each of us plays a vital role in reducing bias and helping build teams and communities where everyone feels valued and respected.
Ready to strengthen your corporate culture? Grace Hill takes the guesswork out of training and policy development to help you create an environment where residents and employees thrive. Connect with our team today to learn more and get started!
