In terms of diversity and inclusion, inclusive communication is the practise of using language in a way that welcomes all participants. It’s communication that doesn’t bias or favour one group over another. To be inclusive in your communication, it must be two-way. Businesses can only make their messages more welcoming to all audiences if they actively listen to and consider customer input.

Make your message count

Think about the message you want to send and why you want to send it before you say anything. Consider your audience, their backgrounds, cultures, and personalities. Instead of constantly telling your audience how great you and your services are, try engaging your audience in conversations on topics of interest to build genuine connections.

Know your customer

If you want effective and creative communication, you have to know your customer. The more information you have, the better decisions you can make. A more detailed client profile allows for more targeted messaging and it means you can tailor your message rather than generalising. It’s important to remember that one size doesn’t fit all!

Be sure to listen

Active listening is a very effective strategy for improving cross cultural communication. Where are your communities/customers? Speak with the people who interact with tenants on a regular basis (people like support workers, trades teams and customer support staff) to find out what they experience. Don’t assume you know better. Customers say the most important information when they’re speaking freely.

Get out of your comfort zone

Gain a deeper appreciation for other cultures by learning more about them. Educate yourself on diversity and inclusion by reading relevant literature, having conversations with co-workers (if they are willing and able to), and enrolling in relevant courses. The more you learn, the better your understanding will be.

Create a welcoming atmosphere

When communicating across cultures, it’s important for everyone involved to feel at ease. If you’re having a conversation with someone who doesn’t speak English as their first language, be sure to treat them with dignity, make every effort to communicate effectively, and give encouragement when they respond. This will strengthen the bond of trust between you and them. It’s also important to avoid being patronising.

Having trouble connecting with your communities? We’d love to hear from you. Contact us to find out how we can help you.