Spot the mistake: Is your communication really inclusive? 

Scenario 1

A client is late for a meeting. On arrival, she says, “I’m sorry, my assistant told me to leave earlier because of the heavy traffic but I just couldn’t make it!” You respond, “Well, she was right, the traffic is really bad!”

How could you improve?

This is an example of automatic association – you unthinkingly associated the word “assistant” with a woman, because women have traditionally occupied support roles. Try using more gender-neutral language, e.g., “They were right.”

Scenario 2

In a meeting, you say “We need fresh young minds for this project.” You realize that your language is ageist but, to avoid discomfort, you carry on talking without skipping a beat.

How could you improve?

This is an example where fear of causing embarrassment (by correcting your associating fresh minds with youth) can exacerbate a culture of not admitting mistakes or the role that language plays in stereotyping people. It’s crucial for leaders to admit mistakes and to be curious about the impact of language on culture.

Scenario 3

In your comprehensive handbook for inclusive communication, you refer to “the disabled.”

How could you improve?

Referring to “the disabled” is labeling and can be seen as dehumanizing – it characterizes individuals with disabilities as a homogenous group who are primarily defined by having a disability. Consult with the Employee Resource Group (ERG) on disabilities and neurodiversity or a trusted colleague regarding more appropriate terminology.

Tips on inclusive communication

• Work to overcome automatic associations

Inclusive language is a deliberate practice to check assumptions and stereotypes about gender, race and ethnicity, sexual orientation, age, ability, and other dimensions of diversity. Try using the R-E-A-L approach (Recognizing, Exploring, Acknowledging, and Learning) to create a culture of curiosity.

• Admit your mistakes

If you use exclusionary language, acknowledge that you made a mistake. Recognize that your choice of words may have offended, then rephrase using a more inclusive alternative.

• Use people-first language

When referring to individuals, groups, or geographic regions, identify the terms preferred by those you’re addressing by consulting them. The preferred terminology often centers on the people and not on their characteristics, e.g., people with disabilities. This avoids the use of labels such as disabled, autistic, etc., and humanizes the individual.

• Stay curious

All words come with a history, but the history of some words is rooted in sexism, racism, ableism, homophobia, etc. Staying curious about the origins and associations of words and listening attentively broadens your understanding of how language can divide or include.

• Be open to learning from others

Remain open to different perspectives. Rather than shutting down a conversation because you’re afraid of saying the wrong thing, your role is to open the discussion.