5 Things / Ouch Moments


Listen to the Full Episode Here:


This week I was on a sales call with an organization looking to train its account managers. The company provides a premium, high-touch 1:1 service, and its account managers were increasingly finding themselves having "ouch" moments after mistaken assumptions during conversations with clients, causing them to lose the client forever. I was delighted to hear that this company didn't expect to solve this problem with one workshop, so we chatted about a series addressing a variety of lived experiences.

The problem that this company is having is increasingly common. Here are some things that will help: have diverse employees who reflect increasingly diverse clients (but make sure you create a culture of inclusion so they stay). Build an equity lens into all organizational decision-making (use Inclusive 360!). Train employees, and reinforce this training with job aids. Embed inclusion training into onboarding.

As anyone who's ever heard my Voices Carry keynote knows, these "ouch" moments happen to all of us. They're often based on assumptions, and the antidote is to ask better questions. One way to do that is with the ARC Method (ask - respect - connect). One thing not to do is shut down and not try because you're afraid of making a mistake. If you haven't heard this keynote, respond, and let's set it up – it's fun and full of great lessons that bring everyone into the diversity conversation.

Here Are This Week's Good Vibes:

  1. Achieving Gender Parity in M.B.A. Programs

  2. Inclusivity Revamp by the American Ornithological Society

  3. NFL's Inclusive Fan Gear Initiative

  4. Sony's Accessible Gaming Controller Launch

    • Sony is launching the Access controller for PlayStation on December 6th. This circular controller has been in development for five years and is designed for accessibility. It features customizable buttons and a control stick that can be adjusted for comfort. Users can configure settings to meet their needs and use it alone or with other controllers. The Access controller is intended to make gaming more comfortable for people with disabilities and will be priced at $89.99.

  5. Breaking Barriers: Admiral Lisa Franchetti's Historic Achievement

This Week’s Call to Action:

In observation of Native American Heritage Month, this is an ideal moment to explore the ancestral histories of the land where you live. For instance, here in Chicago, I am privileged to live on the traditional homelands of multiple tribal nations, including the Kickapoo, Peoria, Kaskaskia, Potawatomi, Myaamia, and Ochethi Sakowin. You can look up the indigenous heritage of your area and then learn more about the specific tribal nation here.

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