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Diversity in Diction - Equality in Action

A Guide to the Appropriate Use of Language

1. Introduction

Communication takes many forms. The words we use should give a clear message to everyone we deal with that we value diversity and respect individual differences. Communication is not just about words, however, and we should also ensure that our tone of voice, our demeanour and our body language conveys the same message of inclusiveness.

All communication has an impact on the recipient, and may be remembered for a very long time. The language used, and the tone in which it is delivered, can have an effect on the recipient's perception of the service and may be repeated to other people. The use of discriminatory, prejudicial or exclusive language whether intentional or not may suggest insensitivity to individual needs and a lack of professionalism and encourages the exclusion, devaluing and stereotyping of groups or individuals. Discriminatory or exclusionary language may impact upon many different groups, identified, for example, by age, disability, gender, race, colour, nationality, religion, or sexual orientation.

It is important to understand that we may all use discriminatory, prejudicial or exclusive language on occasion. Being challenged about our use of inappropriate language does not necessarily mean that we are being accused of being racist, sexist, homophobic, and the like. What it does mean is that we need to re-examine our choice of words and be more sensitive to the potential to cause offence to others through the words and phrases we use.

We realise that it may be difficult for some people to learn not to use certain words and phrases which have become part of their everyday vocabulary through their common usage over a period of time. It can be difficult to develop new habits of speech and writing, but it is vital that we achieve this if we are to provide an appropriate and professional service to the public we seek to serve and create a truly inclusive environment in which we can all work free from harassment and discrimination.

We understand that most people want to avoid causing offence, and this guide will help by showing where care is needed. It is not the intention of this guide to condemn people for their innocent use of inappropriate language. However, it is important to acknowledge that words and phrases may be offensive even if they do appear in a dictionary or have been in usage for many years.

The use of language which creates an intimidating, hostile, degrading, humiliating or offensive environment constitutes harassment and unlawful discrimination and consequently the deliberate or repeated use of such language may be regarded as gross misconduct.

The term 'political correctness' is often used as an excuse, a criticism or an accusation by people unwilling or unable to take responsibility for their actions. We are not seeking to achieve political correctness. We do want to achieve professional appropriateness.

This guide takes a very broad view of language and its potential impact on employment and customer service. Each section highlights specific issues but there are a number of general points to remember:

We should always consider whether it is necessary or appropriate to use labels to describe people and we must be also careful not to patronise people by undermining their individuality through reference to our own:

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