“Wrists, Hands, or Foreheads” - Moments of Inclusion

Picture three friends hanging out in a distant city. Looking for adventure and . . . wait, that might be a song. Hang on.

So, there we were, having just scored last-minute tickets to an intriguing show. As we approached the box office, the attendant, who was charged with stamping for admission, was cheerfully shouting, “Wrists, hands, or foreheads!”

It was somehow a question and instructions at the same time. And it made my heart very happy. Because that person was considering other ways of being.

Not everyone has hands. Or wrists. Or skin that they want to expose for any number of reasons.

This example shows how you can be inclusive without overengineering or singling out any one individual. It’s about being intentional with your choice of words. About staying mindful to all the different ways of being. And then considering how individuals might experience interactions with your product, service, or experience.

What is the intended outcome of stamping someone in this example? You need to apply a visible mark that indicates they’ve paid admission. That’s it. That’s the objective.

So, rather than overcorrect (single out) by listing all the reasons that someone might not have hands, or possibly doesn’t want to take their gloves off in the freezing cold, you state options for stamping. You use words in a way that brings people in.

People have control over their choice, rather than having to explain a situation. Inclusion means opening up alternatives without putting the burden on an individual.

Did the attendant intend this message to signal inclusion? That doesn’t matter (although, yes, they did). The important point is that this message makes the experience welcoming and available to a broader audience. Without needlessly drawing unwanted attention on someone or overcomplicating things.

For the majority of people who get their hands stamped without thinking about it, they will continue not having to think about it.

For those who dread this specific interaction, it might be a refreshing surprise. The realization that they don’t have to try and navigate, explain, endure, subject themselves to the awkward or unkind words from others just to enter a venue.

It takes a minute to realize that you’ve unintentionally been excluding or making someone self-conscious. Take that opportunity to flip the script.

Best part of this example? The “splash and ripple” effect. Every person who noticed that shift in language takes the message with them. Like I have here. And now like you can after reading this.