This year we’ve heard a lot of companies step up—or at least, say they’re stepping up—and making diversity a priority. But what does it mean to truly build an inclusive workplace?

In this interview from TED@BCG, Starbucks COO Rosalind G. Brewer lays out how to bring change to companies from the grassroots, by focusing not on metrics, but relationships. In a candid conversation, she shares Starbucks’ missteps over the years and how they addressed their own failings. The lessons aren’t just for the office, but for our own communities and families.