What is a microaggression?
We all must recognise the importance of creating an inclusive and welcoming workplace for all employees, (including apprentices) in the hospitality industry.
Microaggressions, which are often unintentional yet harmful actions that target aspects of someone’s identity, can negatively impact their well-being and overall job satisfaction as well as your guests’ experiences.
Employers must understand that microaggressions can occur in any professional setting, regardless of background or professional level. These actions can lead to increased rates of depression, stress, and physical health concerns, ultimately impacting employee retention and overall workplace culture.
Research shows that the Great Resignation of 2021 has highlighted the need for organisations to address microaggressions to retain employees and foster a positive work environment.
By increasing awareness of how microaggressions manifest and how to respond to them effectively, employers and employees can promote a workplace culture that is respectful and equitable for all.
Being More Aware of Microaggressions
As a training provider, we teach the importance of how to recognise that our everyday language can unintentionally perpetuate discrimination. Words and phrases rooted in historical racism, sexism, and other forms of bias can be harmful. It is crucial to be mindful of the language we use and strive to create an inclusive and respectful workplace environment.
Microaggressions, which can target various aspects of a person's identity such as race, gender, or mental health, can seep into conversations in the workplace. From hiring practices to interactions with customers, it is vital to be vigilant in avoiding language that may marginalise individuals.
Here are examples of a few types of microaggressions that you may hear within and outside the workplace (1) :
Race/Ethnicity
“I didn’t realise you were Jewish — you don’t look Jewish,” signalling that a person of Jewish heritage has a stereotypical look.
Citizenship
“Your English is so good — where are your parents from?” signalling that people with English as a second language are generally less capable of speaking English.
Class
“You don’t look like you grew up poor,” signalling that someone from a particular socioeconomic background should look or behave a certain way.
Mental health
“That’s insane” or “That’s crazy,” using terminology related to a mental health condition to describe surprise or astonishment.
Gender
“Thanks, sweetheart” and similar comments often directed at women, which are often not appreciated or even offensive.
Sexuality
“That’s so gay” to mean something is bad or undesirable, signalling that being gay is associated with negative and undesirable characteristics.
Parental status
“You don’t have kids to pick up, so you can work later, right?” signalling that someone without children does not have a life outside of work.
Watch this helpful video that explains ‘everyday’ microaggressions and their impact.
By actively working to unlearn harmful words and phrases, and by being conscious of the impact of microaggressions, we can create a more inclusive and welcoming environment for all.
Let us commit to using language that uplifts and respects everyone in our workplace.
Responding to Microaggressions
The more we increase our awareness of microaggressions, the more we will inevitably notice they are happening. We all have the option to respond in the moment or later on or let it go.
There is no one right approach to dealing with microaggressions, but it is worth considering the following:
When is it the right moment to say something?
Consider creating a safe space for the conversation. No one likes to be put on the spot, and conversations are much more likely to turn tense if your colleague feels like you are calling them out.
What’s your relationship to the person who commented?
Do you have a personal relationship with the person who committed the microaggression? If so, you might be able to simply say, “Hey, that did not sit well with me.”
If you do not have a personal relationship with the colleague, you may want to consider what you know about them. Try and engage the person in honest and professional dialogue and a safe space for both of you.
If You Realise You Have Committed a Microaggression
If you have caught yourself or if someone tells you that you have said something offensive, this is a moment to pause and consider the best way to handle the situation.
Take a moment to pause.
Ask for clarification.
Listen for understanding.
Acknowledge and apologise.
Create space for follow-up.
Create space for follow-up.
What Leaders Should Know
Use your emotional intelligence and remember that everyone makes mistakes.
In most cases committing a microaggression does not mean you are a bad person; it just signals that you have a chance to grow on your EDI journey.
Try and learn, grow and make an effort every day by:
Being constantly vigilant of your own biases and fears.
Seeking out interaction with people who differ from you (in terms of race, culture, ethnicity, and other qualities).
Don't be defensive.
Be open to discussing your own attitudes and biases and how they might have hurt others or in some sense revealed bias on your part.
Be an ally, by standing personally against all forms of bias and discrimination.
Microaggressions and the Impact on Hospitality
The hospitality industry is all about providing exceptional service and creating a welcoming environment for guests. Therefore the subtle and often unintentional acts of discrimination or bias towards individuals based on their race, gender, sexual orientation, or other characteristics can have a damaging effect.
Microaggressions in the hospitality industry can take many forms.
For example, a front desk agent may assume a guest's nationality based on their appearance and speak to them in a different language without asking if they understand. Or a server may make assumptions about a guest's dietary preferences based on their race or body size, leading to uncomfortable or offensive interactions.
When guests experience microaggressions, they may feel unwelcome or uncomfortable, leading to a negative experience and potentially impacting their decision to return or recommend the establishment to others.
To combat microaggression in the hospitality industry, businesses need to educate their employees on the importance of cultural sensitivity and inclusivity.
Our training addresses topics such as unconscious bias, cultural awareness, and effective communication techniques to help our apprentices recognise and avoid microaggressive behaviours.
Additionally, we encourage employers to create a workplace culture that values diversity and fosters respect for all individuals can help prevent microaggressions from occurring. By choosing to work with Best Places to Work Hospitality businesses we align these values with our learners.
Addressing microaggression in the hospitality industry is not just a moral thing to do, but also a business necessity. By creating a more inclusive and welcoming environment for both employees and guests, businesses can enhance their reputation, improve customer satisfaction, and ultimately drive success in the competitive hospitality industry.
(1) https://hbr.org/2022/05/recognizing-and-responding-to-microaggressions-at-work
(2) https://www.vox.com/2015/2/16/8031073/what-are-microaggressions
