What does inclusive communication mean for me?

People use a wide range of ways to communicate. Whether this is to understand what others are saying or to express themselves. Some people prefer verbal, while others prefer the written word. People may also use sign language, pictures or gestures to convey a message.

Inclusive communication means making it easier for the largest number of people to take part in any communication meaningfully. It supports people to use whatever ways of understanding and expressing themselves they find easiest.

Good inclusive communication practice is not only helpful for people who have differing communication needs but is beneficial to everyone. At Social Security Scotland , we treat everyone with dignity, fairness and respect. Respecting someone’s communication preferences is one way we do that.

When done well, inclusive communication;

• helps create a positive and productive environment in the workplace and helps clients feel understood
• ensures that everyone, regardless of background or identity, feels valued and heard.
• builds trust and respect among colleagues, stakeholders and the communities we serve.

To varying degrees, we engage with people every day. For some of us, this might be with our immediate teams in the office. For others, it means engaging with internal or external stakeholders. While many of us interact with clients daily. For all interactions, whoever they are with, you should consider the following :

Ask : A simple ‘how can we make this interaction as helpful for you as possible’ will help break down barriers. It shows you recognise people may communicate differently.

Active Listening: Pay attention to what people are saying without interrupting. This shows respect and helps you understand different perspectives.

Clear Language: Avoid jargon, complex terms and abbreviations. These can confuse people and make it difficult for them to understand written or verbal messages. Aim for short, simple sentences to ensure everyone can follow the conversation.

Non-Verbal Cues: Be mindful of body language, facial expressions, gestures and tone of voice- both your own and people you’re communicating with. . These cues can show we are open and engaged or if we have lost interest in a conversation. Use these cues to adjust your communication style if necessary.

Cultural Sensitivity: Recognise and respect cultural differences. This includes being aware of different communication styles and language needs.

Feedback and Encouragement: Provide constructive feedback and encourage participation from everyone. This helps build confidence and creates a sense of belonging.

By being aware of why inclusive communication helps us connect with people, we can create a more engaging and supportive environment. This not only benefits how we communicate with clients but can also help us improve how we communicate with each other.