Understanding Inclusive Global Communication is a human responsibility. In a world that’s more connected than ever, leaders, educators, and changemakers must move beyond simply speaking clearly. Instead, we must design for understanding, intentionally and empathetically.

As international collaboration becomes the norm, the cost of miscommunication grows higher. According to Harvard Business Review, 67% of global teams experience productivity breakdowns due to misunderstandings—not because of language limitations, but because of cultural disconnects and unspoken assumptions.

This truth hit me squarely during a thought-provoking Process Heroes session led by Diego Mendoza Gomez, titled “What Did You Say?” It explored a deceptively simple idea: even the most thoughtful messages can land completely differently depending on the listener’s background, culture, or frame of reference.

Suddenly, I was reminded: communication is never one-way. It’s a shared space where intention meets interpretation. And without shared context, even the clearest words can float away—misunderstood or unheard.

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💬 Personal Story: When “Goodbye” Meant “Hello”

I first grasped the gravity of this during my work leading Global ITSM Training. Those early international journeys changed me. What I thought was “universal” was, in reality, uniquely American. I quickly learned that speaking English was not enough. I had to slow down, tune in, and translate meaning—not just vocabulary.

In the Netherlands, I realized that what I considered everyday phrasing didn’t always make sense to my Dutch colleagues.
In Singapore, Malaysia, and Bangladesh, I found I needed to listen more closely and speak more thoughtfully, adjusting my pace and expectations.

But the most unforgettable moment came in rural Bangladesh.

I was standing on the banks of the Padma River, preparing for a boat ride with local partners. As we chatted, I noticed we were being watched—slowly surrounded by villagers. Eyes wide with curiosity. Quiet. Respectful. Observing.

One woman stepped closer. Then closer still.
I smiled and gently said, “Hello!”

She paused. Her face lit up with determination.
Then, suddenly and confidently, she shouted: “GOODBYE!”
And ran away.

I was stunned. Did I do something wrong?

My partner chuckled kindly.
“No, not at all,” he said. “Many here have never seen a white woman before. That may have been the only English word she knew. She was trying. She was reaching out. But then, she got shy.”

That single word, spoken with courage, reminded me of something profound: we are all trying to connect in the ways we know how.

Sometimes, we just need someone willing to meet us where we are—to receive our message, however imperfect it may be, and respond with grace.

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Leadership Lesson: Understanding Inclusive Global Communication Where Assumption ≠ Inclusion

Dr. Melissa Siegel introduces the concept of understanding inclusive global Communication in the video that follows. An expert on the topic with lots of experience on the topic as Professor of Migration Studies at Maastricht University.

And so, the deeper truth emerged: using the same process globally does not ensure the same experience. Inclusion is not automatic—it must be designed.

🚫 Why “All Our Customers Love Our Training” Can Be the Most Exclusionary Phrase You’ll Ever Say

All too often, when customers raise concerns about language barriers in training programs, the response they receive is dismissive—sometimes cloaked in pride:
“All our customers love our training.”

However, saying this—especially when people are clearly struggling—is more than tone-deaf. It’s deeply damaging. It sends an unintended message:
“Your experience doesn’t matter. You’re not worth adapting for.”
And perhaps even worse:
“We have enough customers who do understand—so we don’t need you.”

Let’s pause and reflect. What happens when someone bravely speaks up about how hard it is to follow along, to grasp the meaning, or to pass an assessment—not because they lack intelligence or effort, but because the language itself is a barrier?

When we respond with “Everyone else is fine,” we aren’t just defending the training.
We’re invalidating a person’s struggle.
We’re telling them, without realizing it:
You are the problem.

🌍 Understanding Inclusive Global Communication is the Solution

But imagine instead the transformative power of a product and education experience so thoughtful, so inclusive, that learners feel supported—not brushed off. Imagine if no one had to go away quietly, carrying the weight of feeling unseen.

Leaders must not only deliver information—they must create pathways for understanding. They must build bridges of empathy, not just towers of expertise. Because if we want others to truly join us, we can’t expect them to walk alone across terrain they’ve never seen.

Whether you’re leading a class, facilitating a workshop, or speaking across cultures—your job is not only to inform, but to invite.

Other Understanding Inclusive Global Communication Resources

• 4 Cs of Effective Executive Communications (Forrester)
• 6 Reasons Why a Multicultural is a Competive Advantage
• 8 Ways Company Culture Drives Performance
• 10 Unmistakable Signs of a Fear-Based Workplace | Fierce
• 13 benefits and challenges of cultural diversity in the workplace
• 16 Ways C-Level Executives Can Enhance Their Decision-Making
• Best Practices to Set Up a Global Capability Center (GCC) or Captive Center
• Driving Change Communication That Sticks
• Humanizing IT: Empathetic Leadership
• Implementing Inclusive Policies Across a Global Organization
• Global Inclusion Toolkit – Global Inclusion strategy – A foundational guide
• Top mistakes to avoid when setting up a global CoE