Bias and Prejudice in Service Delivery
Bias is a subjective bias for a particular perspective or opinion that prevents an individual from being objective. Prejudice is an unfounded, preconceived view that results in certain individuals receiving equal care when others experience unfavorable or aggressive service due to a lack of knowledge about the truth. Bias and discrimination will severely jeopardize human resources by causing outrage from others who need the services, thus tarnishing the company's credibility (p.51).
Clients also feel that when an employer engages in institutionally discriminatory activities, the providers are to blame and will lash out in outrage. Bias and prejudice usually make people who offer reduced services to be more comfortable and more sensitive to those individuals who are like them in regards to race and gender. Bias can at times be practiced by social workers when placing children in foster care. Some might also choose to put kids from their race in families that are well off and put other from groups in families that are troubled. When services are being offered to a diverse population, most providers will categorize, generalize, and oversimplify resulting to the minority group feeling discriminated and undermined (p.57). Bias and prejudice will also limit communication when delivering services and increase understanding.
Examples of Biases
A good example of biases is when one refuses to offer a service to same-sex couples because they believe that their sexual preference is wrong. The hurting the customer, in this case, will make the agency have a bad reputation that can result in the loss of a potential client. The service providers can assist in stopping bias by being aware of the cultural values that are brought to the counseling session. They can also set goals that help in treatment which shows the sense of equality to the patient (p. 62).
Reference
Diller, J. V. (2013). Prejudice, Discrimination, and Racism. Understanding Critical Social Psychology, 4, Cengage Learning, 51-62
