What is Individual-First Language? How to Effectively Communicate with Each and Every Customer.
What is individual-first language?
Language is an easy-to-use and effective tool, but it is often overlooked in customer service. Individual-first language can help you effectively communicate with each customer, meeting their unique needs.
There are significant neurological and cultural differences between us. As a result, we experience and perceive the world in our unique ways. We have different talents, strengths, challenges, and needs in many areas — such as language and communication.
Some customers find it challenging to read or write messages, others have difficulty understanding idioms and metaphors, while individuals experiencing stress and trauma may struggle with verbal instructions.
Individual-first language helps you communicate with your customers by 1) addressing their individual needs and challenges and 2) utilizing their unique strengths and talents.
Customization
Individual-first language addresses the communication challenges experienced by your diverse customers, including:
Customers who are not familiar with your industry or field
Individuals experiencing stress, trauma, or sensory overload (e.g., during doctor’s appointments, neighbor disputes, or financial difficulties)
Neurodivergent individuals (e.g., individuals with autistic and dyslexic traits)
Persons with disabilities
Older adults
Customers who don’t speak English fluently
Customers who benefit most from individual-first language constitute a large percentage of Americans.
Neurodivergent individuals account for at least 30 percent of the population, persons with disabilities — 29 percent (of adults), older adults — 17 percent, and customers who don’t speak English fluently — 9 percent. Please see the Data References below for more details.
Functions
Individual-first language serves multiple purposes in interactions between frontline staff and their customers:
Helps your customers understand what you say or write the first time they read or hear it
Doesn’t trigger negative emotions or feelings
Facilitates collaboration and problem-solving
Describes each customer as a unique and valued individual
Conveys respect, appreciation, understanding, and compassion
Elements
Individual-first language incorporates the elements of multiple communication methods and techniques, such as:
Effective empathy
Active listening
Plain language
Positive language
To learn more about individual-first language, contact us at beata@communicationbybeata.com or (813) 904-7097.
Data References:
1. Beata Kaczkowska (October 30, 2024). Your Customers Are Neurodiverse! Businesses May Be Overlooking the Needs of 30% of Their Customers. https://www.communicationbybeata.com/articlesandvideos/your-customers-are-neurodiverse-businesses-may-be-overlooking-the-needs-of-30-of-their-customers
2. United States Census Bureau. American Community Survey. Retrieved October 31, 2024, from https://data.census.gov/table/ACSDP1Y2023.DP02
3. Centers for Disease Control and Prevention. Disability and Health Promotion, Disability Impacts All of Us. U.S. Department of Health and Human Services, Centers for Disease Control and Prevention. Retrieved October 31, 2024, from https://www.cdc.gov/ncbddd/disabilityandhealth/infographic-disability-impacts-all.html
4. Zoe Caplan (May 25, 2023). U.S. Older Population Grew From 2010 to 2020 at Fastest Rate Since 1880 to 1890. United States Census Bureau. https://www.census.gov/library/stories/2023/05/2020-census-united-states-older-population-grew.html