Unlocking the Power of Inclusive Language and Communication : Transforming the Tourism and Hospitality Industry

Introduction

Being a global industry, tourism and hospitality depends on interaction between individuals from all origins and cultures. This makes it important for organizations in this industry to promote language and communication inclusion.

According to Scott (2023) inclusion in an organization involves creating a welcoming, respectful, and appreciated environment. It ensures no group has a preferential advantage and encourages equal opportunities for meaningful contributions. Inclusive communication relies on understanding how employees communicate daily, as speaking and writing can significantly impact employees' feelings of welcome and appreciation. Language and communication inclusion is the respectful and inclusive use of language and communication for all individuals, regardless of their race, ethnicity, gender, sexual orientation, ability, or other personal characteristics.

Why it is important for organizations to be inclusive in their language and communication?

Inclusive language and communication can create a more welcoming and inclusive workplace, it can improve employee morale and productivity, and it can attract and retain a more diverse workforce.

                                                                                            Source : YouTube 

What are some examples of exclusive language and communication and inclusive alternatives?

1.  Use Gender-Neutral Language: Our language often has an implicit bias towards genders and sexualities, dismissing non-binary or LGBTQ+ employees. Gender-neutral or gender inclusive language acknowledges diversity by using a gender-neutral default, like "they" instead of "he," which is inclusive to all sexual orientations and gender identities.

According to Singh (2017), a Harvard Kennedy School study by Stout and Dasgupta found that gender-exclusive language, such as masculine pronouns, can make women feel ostracized and less motivated in professional settings. Women reported less job identification after reading and hearing gender-exclusive language compared to gender-inclusive or gender-neutral language.

Alternatives to the male default exclusionary phrases and avoid heteronormative language and gendered assumptions:

Problematic Term	Inclusive Term	Guidelines
Chairman	Chairperson or chair	Use non-gendered language when referring to a person’s position, professional title, or occupation to avoid implicit bias that one sex is default for those roles
Man hours; Manpower	Work hours or hours; Workforce	Positioning men as the status quo excludes women and non-binary peoples.
Hi guys; Hello ladies and gentlemen	Hi everyone, folks, or team	The generic or default “man” in place of “everyone” implies a hierarchy and inequity among the spectrum of gender and sexual identities. Addressing only men and women is also exclusionary and enforces a gender binary.
Husband, wife, boyfriend, girlfriend; Mother or father	Partner or significant other; Parent, caregiver, or guardian	Avoid gendered assumptions about employees’ family make-up and sexual orientation.

                                                                    Source: Workhuman (2022)

2. Ableist language refers to derogatory language that stigmatizes people with disabilities, suggests disability is abnormal, or perpetuates stereotypes of weakness. For example, use the words, “uses a wheelchair,” instead of, “confined to a wheelchair,” and, “was born with a disability,” instead of, “has a birth defect” (Subactagin-Matto, 2023).

3. Cultural Sensitivity: In a globalized workforce, cultural sensitivity is crucial. Drawing insights from "Inclusive Conversations: Fostering Equity, Empathy, and Belonging across Differences" (Winters, 2020), employees can embrace diverse communication styles, idioms, and expressions, thereby promoting cross-cultural understanding.

4. Avoiding language that implies judgement and strengthens stereotypes: Subactagin-Matto, (2023) gives an example, as reframing the phrase, “Older drivers are dangerous,” to instead say, “As we get older sight loss is more common and as a result driving may become more difficult”.

5. Active Listening: Effective communication hinges on active listening, a practice highlighted in "Crucial Conversations" by Patterson et al. (2012). By fully engaging with speakers, acknowledging their viewpoints, and asking clarifying questions, employees validate one another's input, promoting mutual understanding.

6.  Communicating With Body Language: As per Lazzari (2019), body language is crucial for effective communication, especially when interacting with different cultural groups. In the workplace, avoid touching, as it can be interpreted as sexual harassment. Stick to basic formalities, except for longtime friends. Body language while speaking is effective for making points and expressing emotion but consider the audience and comfort level before using it.

How HRM Can Promote Language and Communication Inclusion in the Workplace

1.  Recruitment and Hiring Practices: According to Diversity in Tech (2023), to make workplace language more inclusive, consider removing gender-coded language in job descriptions, such as "empathy" and "aggressive" to avoid recruitment bias. Instead, use words like "cooperative" and "collaborative" to create a sense of teamwork. Avoid racial bias by using phrases like "must have strong English-Language skills" that may discourage non-native English speakers. HRM can promote inclusivity in recruitment and hiring by assessing candidates' proficiency in effective communication and respectful interaction with diverse groups.

2.  Training and Development: As highlighted by Winters (2020), HR can organize training sessions to educate employees on inclusive language's significance, provide practical examples, and furnish strategies for effective cross-cultural interactions. Training staff on creating an inclusive culture is crucial for recognizing and addressing biases in language. It helps staff understand how certain words can negatively affect others and encourages change. For instance, recognizing the impact of expressions like "I'm having a bit of OCD today" or "I'm being a bit bipolar" can help minimize the suffering of those with mental health issues (Diversity in Tech, 2023).

3.  Creating Inclusive Policies and Guidelines: To start, HR can establish inclusive language and communication policies, as recommended by "Crucial Conversations: Tools for Talking When Stakes Are High" by Patterson et al. (2012). The policies provide guidelines on gender-neutral language usage, culturally sensitive communication, and respectful pronoun usage, fostering an inclusive dialogue environment.

4.  Feedback Mechanisms: Regular surveys or open-door policies can encourage employees to share their perspectives on language use, communication challenges, and opportunities for enhancement. HR can mediate communication-related disputes constructively. As per Patterson et al (2012) this approach promotes an open dialogue and active listening, ensuring that conflicts are resolved amicably.

5.  Leadership Role Modeling: Leaders should be transparent, open to learning, and share learnings with their team. Encourage employees to make, admit, and correct mistakes, and this becomes easier when others are leading by example. According to Workhuman (2022), when leaders model inclusive language, respectful communication, and active listening, it sets a standard for employees to follow.

    By integrating these strategies, HRM in the Tourism and Hospitality Industry can cultivate a culture of language and communication inclusion. This not only enhances internal interactions among employees but also contributes to delivering exceptional guest experiences that celebrate diversity and mutual understanding.

Benefits of Language and Communication Inclusion in Workplace

1.  Improved Employee Performance and Productivity: As per Garcia (2012), inclusive communication contributes to clearer instructions and expectations, leading to improved employee performance and productivity. When employees understand their roles and responsibilities, they can focus on their tasks more efficiently.

2.  Positive Employer Branding and Reputation: As highlighted by Patterson et al. (2012), organizations that prioritize language and communication inclusion in their HR practices demonstrate a commitment to diversity and equality. This enhances their employer branding and reputation, attracting a wider pool of talented individuals who seek inclusive workplaces.

3. Enhanced Employee Engagement and Morale: According to Garcia (2012) inclusive language and communication practices create an environment where all employees feel valued and respected. This leads to higher levels of engagement and morale.

4. Reduced Misunderstandings and Conflicts: Stone et al. (1999) emphasis that inclusive communication reduces misunderstandings that can arise from biased language or cultural differences. By implementing inclusive language, HR can mitigate conflicts and ensure smooth interactions among diverse teams.

5. Higher Employee Retention Rates: Winters (2020), emphasizes the role of inclusive communication in promoting a positive and supportive work environment. Inclusive workplaces create a sense of belonging and loyalty among employees. When individuals feel valued and respected, they are more likely to stay with the organization for the long term.

The inclusion of language and communication in HR practices provides numerous benefits, promoting a harmonious, productive, and diverse workplace.

Conclusion

Language and communication are crucial for promoting inclusivity and belonging in a diverse workforce. The tourism and hospitality industry must prioritize language and communication inclusion to create an inclusive, equitable environment. Organizations must adopt strategies that promote gender-neutral discourse, honour cultural sensitivities, and amplify individual voices. Breaking habitual use of non-inclusive words requires deliberate action and continuous learning, with the benefits being far-reaching across an organization and beyond.

 

List of References

Brodzik, C. (2021). Inclusive Workplace Language. [online] Deloitte United States. Available at: https://www2.deloitte.com/us/en/blog/human-capital-blog/2021/inclusive-workplace-language.html. [Accessed 16 August 2023].

Diversity in Tech. (2023). The importance of inclusive language in the workplace. [online] Available at: https://www.diversityintech.co.uk/the-importance-of-inclusive-language-in-the-workplace [Accessed 16 Aug. 2023].

 

Garcia, H. F. (2012). The Power of Communication: Skills to Build Trust, Inspire Loyalty, and Lead Effectively. Pearson.

 

Lazzari, Z. (2019). Communication & Diversity in the Workplace. [online] Chron.com. Available at: https://smallbusiness.chron.com/communication-diversity-workplace-11389.html. [Accessed 16 Aug. 2023].

 

Patterson, K., Grenny, J., McMillan, R., & Switzler, A. (2012). Crucial Conversations: Tools for Talking When Stakes Are High. McGraw-Hill Education.

 

Scott, C. (2023). Inclusive Communication: What Is It and Why It Matters. [online] AIHR. Available at: https://www.aihr.com/blog/inclusive-communication/. [Accessed on 15 August 2023]

‌Stone, D., Patton, B., & Heen, S. (1999). Difficult Conversations: How to Discuss What Matters Most. Penguin Books.

Subactagin-Matto, A. (2023). The power of language to create a culture of equity and inclusion. [online] PASAI. Available at: https://www.pasai.org/blog/2023/3/8/the-power-of-language-to-create-a-culture-of-equity-and-inclusion. [Accessed on 15 August 2023]

West, W. (2023). Why is Inclusive Language Important? Tips for Better Communication. [online] The Diversity Movement. Available at: https://thediversitymovement.com/why-is-inclusive-language-important/. [Accessed on 15 August 2023]

‌Winters, M. F. (2020). Inclusive Conversations: Fostering Equity, Empathy, and Belonging across Differences. Association for Talent Development.

Workhuman (2022). What is Inclusive Language? Examples & Strategies for the Workplace. [online] Available at: https://www.workhuman.com/blog/what-is-inclusive-language-in-the-workplace/#:~:text=their%20authentic%20selves. [Accessed on 15 August 2023]