{"id":6854,"date":"2022-08-10T09:49:20","date_gmt":"2022-08-10T13:49:20","guid":{"rendered":"https:\/\/thediversitymovement.com\/?p=6854"},"modified":"2023-12-11T12:17:49","modified_gmt":"2023-12-11T17:17:49","slug":"inclusive-language-in-service-hospitality","status":"publish","type":"post","link":"https:\/\/thediversitymovement.com\/inclusive-language-in-service-hospitality\/","title":{"rendered":"Inclusive Language in Service &#038; Hospitality"},"content":{"rendered":"<p><button id=\"listenButton1\" class=\"responsivevoice-button\" type=\"button\" value=\"Play\" title=\"ResponsiveVoice Tap to Start\/Stop Speech\"><span>&#128266; Listen to this article<\/span><\/button>\n        <script>\n            listenButton1.onclick = function(){\n                if(responsiveVoice.isPlaying()){\n                    responsiveVoice.cancel();\n                }else{\n                    responsiveVoice.speak(\"Restaurants, bars, bakeries, hotels, hair salons, event spaces, travel, and tourism all rely on one shared element: making the guest feel welcome and valued. And that means knowing how to be inclusive.\u00a0 Also, as two of the most diverse segments of the American economy, the service and hospitality industries have huge potential to model diversity, equity, and inclusion (DEI) as a business growth strategy.\u00a0 According to the 2020 State of the Restaurant Report, 47.8% of all restaurant employees come from marginalized racial groups, and women make up 54% of workers. Yet, executive roles in the service and hospitality sectors are almost exclusively reserved for White men. As Shannon Finn Connell writes for Forbes, \u201cThe industry views its diversity as an inherent strength that helps restaurants serve a diverse customer base. And while front-line diversity may in fact be a strength for food service, many feel there is a gap further up the ranks. In other words, restaurants have a diverse workforce, except at the top.\u201d Creating an inclusive work environment will not only help you attract a bigger segment of the market, it will also help you attract more qualified workers and shift your employee demographics over time. With more outstanding employees in the leadership pipeline, your executive team has a greater chance of more accurately representing your community, your workforce, and your customers. And, you\u2019ll improve both performance and business outcomes along the way. Practice Inclusion with Simple Language Swaps Using inclusive language is a great first step. It makes a huge difference to the people around you, and it\u2019s free and easy to learn.\u00a0 What is inclusive language? Inclusive language is the daily practice of intentionally working to choose the most respectful terms for people, their backgrounds, and their life experiences. As part of that conscious effort, it also means examining your current word choice habits and why they exist as they do. Maybe, like most of us, you simply picked up a few bad habits from your family and friends, like saying \u201chandicapped parking\u201d instead of \u201caccessible parking.\u201d Maybe you just aren\u2019t aware of which terms have changed and evolved over the few years, like the reclaiming of \u201cqueer.\u201d\u00a0 Inclusive language also means avoiding terms that are intentionally \u2013 or inadvertently \u2013 exclusionary or offensive. You can begin using inclusive language at work by simply swapping some commonly used words and phrases with more inclusive language. Here are our six core guidelines for inclusive language:\u00a0 Put people first. Focus on the person, not their characteristics. For example, instead of \u201ca blind man,\u201d say \u201ca person who is blind.\u201d Putting the word \u201cperson\u201d or \u201cpeople\u201d first centers your language on the full individual, not just one dimension of who they are. Also, only mention characteristics like gender, sexual orientation, religion, racial group, or ability when relevant to the discussion. Use universal phrases. Idioms, industry jargon, and acronyms can exclude those who may not have specialized knowledge of a particular subject and can impede effective communication. Many idioms don\u2019t translate well from country to country, region to region, or generation to generation. Know your audience. For example, saying \u201cThat was a homerun!\u201d could potentially turn your encouragement into a source of embarrassment if you are speaking to someone unfamiliar with baseball. Instead you might say, \u201cGreat job!\u201d Recognize the impact of mental health language. \u201cBipolar,\u201d \u201cPTSD,\u201d \u201cOCD,\u201d and \u201cADD\u201d are real mental health diagnoses. Using these terms to describe everyday behaviors underplays the impact of someone\u2019s experiences with a mental disorder. Also, avoid derogatory terms that stem from the context of mental health, like \u201cschizo,\u201d \u201cparanoid,\u201d or \u201cpsycho.\u201d Use gender-free language. For instance, instead of greeting a table with \u201cgood evening ladies\u201d or \u201cladies and gentleman,\u201d simply say \u201chello everyone.\u201d Also, you should avoid assuming someone\u2019s gender \u2013 and possibly misgendering them \u2013 by refraining from calling guests \u201cma\u2019am\u201d and \u201csir.\u201d Instead, use universal words phrases like \u201chi there\u201d and \u201cthe next guest in line.\u201d\u00a0 Be thoughtful about the imagery you use.\u00a0 For example, words like \u201cblack,\u201d \u201cdark,\u201d and \u201cblind\u201d are often used symbolically to express negative concepts. However, these terms can be offensive to some groups and should be avoided. There are many alternatives and ways to diversify our use of certain symbolism. Clarify if you aren\\'t sure. As coworkers and customers get to know you better, they may choose to share aspects of their personal identity with you. Most people are happy to walk you through the language that makes them feel properly respected. Clarify with them if you\u2019re not sure. As you get to know others and feel comfortable with them, share your self-descriptors and pronouns. They are likely to share theirs with you too. Using inclusive language will help ensure that your interactions are sincere and friendly, both in person, by email, and on phone calls. Remember that digital communication can sometimes feel impersonal to guests, so you\u2019ll want to personalize your messages by using language that is professional but friendly.\u00a0 Additionally, as a point of disability inclusion, we recommend you ask job candidates and guests about necessary accommodations early in your interaction. For instance, when speaking with a guest on the phone, you might say something like \u201cThank you for your reservation. We\u2019re excited to see you on Friday night. In the meantime, please let us know if you require any assistance or accommodations, and we will be happy to provide them.\u201d\u00a0 At the top of your job applications and your Careers web page, consider including this phrase: \u201cApplicants with disabilities are encouraged to request any accommodations needed to comfortably navigate this application, our workplace, and our digital assets.\u201d Statements like these let people know you are prepared and willing to provide the accommodations they need to do great work and feel welcome. For additional recommendations and industry-specific guidance, read The Inclusive Language Handbook: A Guide to Better Communication and Transformational Leadership by Jackie Ferguson and Roxanne Bellamy. Katie Gaebel, Ph.D., is the Director of People and Culture at The Diversity Movement. She has spent more than 12 years in career development and learning spaces and has extensive background in higher education and nonprofit work. Connect with her on Linkedin.\", \"US English Male\");\n                }\n            };\n        <\/script>\n    <\/br><br \/>\n<span style=\"font-weight: 400;\">Restaurants, bars, bakeries, hotels, hair salons, event spaces, travel, and tourism all rely on one shared element: making the guest feel welcome and valued. And that means knowing how to be inclusive.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Also, as two of the most diverse segments of the American economy, the service and hospitality industries have huge potential to model diversity, equity, and inclusion (DEI) as a business growth strategy.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">According to the <\/span><a href=\"https:\/\/stateofrestaurantworkers.com\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">2020 State of the Restaurant Report<\/span><\/a><span style=\"font-weight: 400;\">, 47.8% of all restaurant employees come from marginalized racial groups, and women make up 54% of workers. Yet, executive roles in the service and hospitality sectors are almost exclusively reserved for White men. As Shannon Finn Connell writes for <\/span><i><span style=\"font-weight: 400;\">Forbes<\/span><\/i><span style=\"font-weight: 400;\">, \u201c<\/span><span style=\"font-weight: 400;\">The industry views its diversity as an inherent strength that helps restaurants serve a diverse customer base. And while front-line diversity may in fact be a strength for food service, many feel there is a gap further up the ranks. In other words, restaurants have a <\/span><a href=\"https:\/\/www.restaurantbusinessonline.com\/leadership\/restaurants-have-diverse-workforce-except-top\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">diverse workforce, <\/span><span style=\"font-weight: 400;\">except at the top<\/span><\/a><span style=\"font-weight: 400;\">.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Creating an inclusive work environment will not only help you attract a bigger segment of the market, it will also help you attract more qualified workers and shift your employee demographics over time. With more outstanding employees in the leadership pipeline, your executive team has a greater chance of more accurately representing your community, your workforce, and your customers. And, you\u2019ll improve both performance and business outcomes along the way.<\/span><\/p>\n<h2>Practice Inclusion with Simple Language Swaps<\/h2>\n<p><img decoding=\"async\" class=\"alignnone wp-image-6856 size-full lazyload\" data-src=\"https:\/\/thediversitymovement.com\/wp-content\/uploads\/2022\/08\/Screen-Shot-2022-08-09-at-1.41.00-PM.png\" alt=\"Portrait Of Female Owner Of Restaurant Bar With Team Of Waiting Staff Standing By Counter\" width=\"986\" height=\"652\" data-srcset=\"https:\/\/thediversitymovement.com\/wp-content\/uploads\/2022\/08\/Screen-Shot-2022-08-09-at-1.41.00-PM.png 986w, https:\/\/thediversitymovement.com\/wp-content\/uploads\/2022\/08\/Screen-Shot-2022-08-09-at-1.41.00-PM-600x397.png 600w, https:\/\/thediversitymovement.com\/wp-content\/uploads\/2022\/08\/Screen-Shot-2022-08-09-at-1.41.00-PM-300x198.png 300w, https:\/\/thediversitymovement.com\/wp-content\/uploads\/2022\/08\/Screen-Shot-2022-08-09-at-1.41.00-PM-768x508.png 768w\" data-sizes=\"(max-width: 986px) 100vw, 986px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 986px; --smush-placeholder-aspect-ratio: 986\/652;\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Using inclusive language is a great first step. It makes a huge difference to the people around you, and it\u2019s free and easy to learn.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">What is inclusive language? Inclusive language is the daily practice of intentionally working to choose the most respectful terms for people, their backgrounds, and their life experiences. As part of that conscious effort, it also means examining your current word choice habits and why they exist as they do. Maybe, like most of us, you simply picked up a few bad habits from your family and friends, like saying \u201chandicapped parking\u201d instead of \u201caccessible parking.\u201d Maybe you just aren\u2019t aware of which terms have changed and evolved over the few years, like the reclaiming of \u201cqueer.\u201d\u00a0<\/span><\/p>\n<p><a href=\"https:\/\/thediversitymovement.com\/library\/%20\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" class=\"alignnone wp-image-8876 size-large lazyload\" data-src=\"https:\/\/thediversitymovement.com\/wp-content\/uploads\/2023\/04\/NEW-TDM-Library-Display-Ad_Large-A-1024x341.png\" alt=\"TDM Library: your one-stop-shop for update, expert DEI Resources. Explore the platform with a free trial. Click here to learn more.\" width=\"1024\" height=\"341\" data-srcset=\"https:\/\/thediversitymovement.com\/wp-content\/uploads\/2023\/04\/NEW-TDM-Library-Display-Ad_Large-A-1024x341.png 1024w, https:\/\/thediversitymovement.com\/wp-content\/uploads\/2023\/04\/NEW-TDM-Library-Display-Ad_Large-A-600x200.png 600w, https:\/\/thediversitymovement.com\/wp-content\/uploads\/2023\/04\/NEW-TDM-Library-Display-Ad_Large-A-300x100.png 300w, https:\/\/thediversitymovement.com\/wp-content\/uploads\/2023\/04\/NEW-TDM-Library-Display-Ad_Large-A-768x256.png 768w, https:\/\/thediversitymovement.com\/wp-content\/uploads\/2023\/04\/NEW-TDM-Library-Display-Ad_Large-A.png 1200w\" data-sizes=\"(max-width: 1024px) 100vw, 1024px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 1024px; --smush-placeholder-aspect-ratio: 1024\/341;\" \/><\/a><\/p>\n<p><span style=\"font-weight: 400;\">Inclusive language also means avoiding terms that are intentionally \u2013 or inadvertently \u2013 exclusionary or offensive. You can begin using inclusive language at work by simply swapping some commonly used words and phrases with more inclusive language. Here are our six core guidelines for inclusive language:\u00a0<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Put people first.<\/b><span style=\"font-weight: 400;\"> Focus on the person, not their characteristics. For example, instead of \u201ca blind man,\u201d say \u201ca person who is blind.\u201d Putting the word \u201cperson\u201d or \u201cpeople\u201d first centers your language on the full individual, not just one dimension of who they are. Also, only mention characteristics like gender, sexual orientation, religion, racial group, or ability when relevant to the discussion.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Use universal phrases.<\/b><span style=\"font-weight: 400;\"> Idioms, industry jargon, and acronyms can exclude those who may not have specialized knowledge of a particular subject and can impede effective communication. Many idioms don\u2019t translate well from country to country, region to region, or generation to generation. Know your audience. For example, saying \u201cThat was a homerun!\u201d could potentially turn your encouragement into a source of embarrassment if you are speaking to someone unfamiliar with baseball. Instead you might say, \u201cGreat job!\u201d<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Recognize the impact of mental health language. <\/b><span style=\"font-weight: 400;\">\u201cBipolar,\u201d \u201cPTSD,\u201d \u201cOCD,\u201d and \u201cADD\u201d are real mental health diagnoses. Using these terms to describe everyday behaviors underplays the impact of someone\u2019s experiences with a mental disorder. Also, avoid derogatory terms that stem from the context of mental health, like \u201cschizo,\u201d \u201cparanoid,\u201d or \u201cpsycho.\u201d<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Use gender-free language.<\/b><span style=\"font-weight: 400;\"> For instance, instead of greeting a table with \u201cgood evening ladies\u201d or \u201cladies and gentleman,\u201d simply say \u201chello everyone.\u201d Also, you should avoid assuming someone\u2019s gender \u2013 and possibly misgendering them \u2013 by refraining from calling guests \u201cma\u2019am\u201d and \u201csir.\u201d Instead, use universal words phrases like \u201chi there\u201d and \u201cthe next guest in line.\u201d\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Be thoughtful about the imagery you use.<\/b><span style=\"font-weight: 400;\">\u00a0 For example, words like \u201cblack,\u201d \u201cdark,\u201d and \u201cblind\u201d are often used symbolically to express negative concepts. However, these terms can be offensive to some groups and should be avoided. There are many alternatives and ways to diversify our use of certain symbolism.<\/span><\/li>\n<li aria-level=\"1\"><strong>Clarify if you aren&#8217;t sure.<\/strong> As coworkers and customers get to know you better, they may choose to share aspects of their personal identity with you. Most people are happy to walk you through the language that makes them feel properly respected. Clarify with them if you\u2019re not sure. As you get to know others and feel comfortable with them, share your self-descriptors and pronouns. They are likely to share theirs with you too.<\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">Using inclusive language will help ensure that your interactions are sincere and friendly, both in person, by email, and on phone calls. Remember that digital communication can sometimes feel impersonal to guests, so you\u2019ll want to personalize your messages by using language that is professional but friendly.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Additionally, as a point of disability inclusion, we recommend you ask job candidates and guests about necessary accommodations early in your interaction. For instance, when speaking with a guest on the phone, you might say something like \u201cThank you for your reservation. We\u2019re excited to see you on Friday night. In the meantime, please let us know if you require any assistance or accommodations, and we will be happy to provide them.\u201d\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">At the top of your job applications and your Careers web page, consider including this phrase: \u201cApplicants with disabilities are encouraged to request any accommodations needed to comfortably navigate this application, our workplace, and our digital assets.\u201d Statements like these let people know you are prepared and willing to provide the accommodations they need to do great work and feel welcome.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For additional recommendations and industry-specific guidance, read <\/span><a href=\"http:\/\/theinclusivelanguagehandbook.com\" target=\"_blank\" rel=\"noopener\"><i><span style=\"font-weight: 400;\">The Inclusive Language Handbook: A Guide to Better Communication and Transformational Leadership<\/span><\/i><\/a> <span style=\"font-weight: 400;\">by Jackie Ferguson and Roxanne Bellamy.<\/span><\/p>\n<p><a href=\"http:\/\/theinclusivelanguagehandbook.com\/\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" class=\"alignnone wp-image-6166 size-large lazyload\" data-src=\"https:\/\/thediversitymovement.com\/wp-content\/uploads\/2020\/09\/TILH-Ad-1024x341.png\" alt=\"ad featuring the inclusive language handbook cover\" width=\"1024\" height=\"341\" data-srcset=\"https:\/\/thediversitymovement.com\/wp-content\/uploads\/2020\/09\/TILH-Ad-1024x341.png 1024w, https:\/\/thediversitymovement.com\/wp-content\/uploads\/2020\/09\/TILH-Ad-600x200.png 600w, https:\/\/thediversitymovement.com\/wp-content\/uploads\/2020\/09\/TILH-Ad-300x100.png 300w, https:\/\/thediversitymovement.com\/wp-content\/uploads\/2020\/09\/TILH-Ad-768x256.png 768w, https:\/\/thediversitymovement.com\/wp-content\/uploads\/2020\/09\/TILH-Ad.png 1200w\" data-sizes=\"(max-width: 1024px) 100vw, 1024px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 1024px; --smush-placeholder-aspect-ratio: 1024\/341;\" \/><\/a><\/p>\n<p><a href=\"https:\/\/thediversitymovement.com\/library\/%20\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" class=\"alignnone size-large wp-image-8041 lazyload\" data-src=\"https:\/\/thediversitymovement.com\/wp-content\/uploads\/2023\/03\/TDM-Library-Footer-Ad-A-1024x85.png\" alt=\"Display ad for TDM Library. Text says &quot;Find more content like this in TDM Library. Start my free trial&quot;\" width=\"1024\" height=\"85\" data-srcset=\"https:\/\/thediversitymovement.com\/wp-content\/uploads\/2023\/03\/TDM-Library-Footer-Ad-A-1024x85.png 1024w, https:\/\/thediversitymovement.com\/wp-content\/uploads\/2023\/03\/TDM-Library-Footer-Ad-A-600x50.png 600w, https:\/\/thediversitymovement.com\/wp-content\/uploads\/2023\/03\/TDM-Library-Footer-Ad-A-300x25.png 300w, https:\/\/thediversitymovement.com\/wp-content\/uploads\/2023\/03\/TDM-Library-Footer-Ad-A-768x64.png 768w, https:\/\/thediversitymovement.com\/wp-content\/uploads\/2023\/03\/TDM-Library-Footer-Ad-A.png 1200w\" data-sizes=\"(max-width: 1024px) 100vw, 1024px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 1024px; --smush-placeholder-aspect-ratio: 1024\/85;\" \/><\/a><\/p>\n<p><em><a href=\"https:\/\/thediversitymovement.com\/team\/katie-gaebel\/\" target=\"_blank\" rel=\"noopener\"><b>Katie Gaebel, Ph.D.<\/b><\/a><span style=\"font-weight: 400;\">, is the Director of People and Culture at The Diversity Movement. She has spent more than 12 years in career development and learning spaces and has extensive background in higher education and nonprofit work. Connect with her on <\/span><a href=\"https:\/\/www.linkedin.com\/in\/katiegaebel\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Linkedin<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Restaurants, bars, bakeries, hotels, hair salons, event spaces, travel, and tourism all rely on one shared element: making the guest feel welcome and valued. And that means knowing how to15<\/p>\n","protected":false},"author":2,"featured_media":6855,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[67,58,5],"tags":[],"tdm_type":[92],"class_list":["post-6854","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-inclusive-language-communication","category-trends-industry-insights","category-blogs","tdm_type-articles"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Inclusive Language in Service &amp; Hospitality - The Diversity Movement<\/title>\n<meta name=\"description\" content=\"Restaurants, bars, bakeries, hotels, hair salons, event spaces, travel, and tourism all rely on one shared element: making the guest feel welcome and valued. 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