How to Lead Meaningful Diversity, Equity, and Inclusion Conversations at Work: Your 4-Step Guide

Jan 13, 2022 | Articles, Employee Training and Employee Experience Design

Talking about diversity, equity, and inclusion (DE&I) in the workplace isn’t always easy—but it’s one of the most important conversations you and your team can have. Just ask Litmos customer TTEC, whose innovative use of the Humanify® DEI+ BOT has boosted employee competence in DE&I conversations and earned them recognition as one of the best places to work across the United States, Canada, and internationally.

When handled well, these discussions don’t just check a box—they build stronger teams, create psychological safety,and drive real cultural change. So how do you make sure your conversations are both productive and inclusive? Here’s a simple, actionable guide.

Step 1: Create a Safe Environment

Before diving into tough topics, set the stage for trust and respect.

  • Make it clear that everyone’s voice matters.
  • Set ground rules for listening without interrupting.
  • Acknowledge that discomfort may come up—and that’s okay.

Pro Tip: Start by sharing your own vulnerability. When leaders open up, others feel more comfortable doing the same.

Step 2: Be Intentional About Language

Words carry weight. Choosing the right ones sets the tone.

  • Use inclusive terms that avoid stereotypes.
  • Replace jargon with plain, clear language.
  • If you’re unsure about a term, ask instead of assuming.

Pro Tip: Model curiosity over perfection. If you make a mistake, acknowledge it and move forward with humility.

Step 3: Encourage Honest Participation

DE&I conversations shouldn’t be one-sided lectures. Make space for dialogue.

  • Ask open-ended questions like, “How has this shown up in your experience?”
  • Validate different perspectives, even if they challenge your own.
  • Don’t rush silence—sometimes people need a moment to process before speaking.

Pro Tip: If quieter team members hesitate, invite them in gently without putting them on the spot.

Step 4: Turn Talk Into Action

Great conversations only matter if they lead to change. Close with clear, actionable next steps.

  • Ask: “What can we do differently as a team starting tomorrow?”
  • Document key takeaways and commitments.
  • Follow up in future meetings to check progress.

Pro Tip: Celebrate small wins to build momentum. Recognition fuels ongoing engagement.

Customer Spotlight: TTEC’s Commitment to DE&I

Litmos customer TTEC, a global leader in customer experience technology and services, takes DE&I seriously. Their programs go beyond compliance training—they are woven into the fabric of their culture.

With a team of over 58,000 individuals globally and over 3.5 million customer interactions a day, diversity and inclusion plays a large role in everyday business at TTEC. The team chose Litmos to help them learn how to handle “uncomfortable” conversations, but also a way for them to practice engaging in such interactions.

TTEC fosters belonging by offering training on unconscious bias, inclusive leadership, and allyship, ensuring employees around the world feel seen and supported. Their focus on DE&I has not only strengthened internal culture but also enhanced the way they serve their diverse global customer base.

Here’s how Vanelle Matthews, Executive Director, Learning and Performance at TTEC Digital, describes the impact of their Humanify® DEI+ BOT:

“Everyone who has used the Humanify® DEI+ BOT has given us very positive feedback. We’ve gotten feedback that says the coaching aspect of the conversation was very useful or that this was educational, and they felt that it should be required in onboarding programs going forward. It has increased the competence for DEI conversations within our internal workplace and made us one of the best places to work in the United States, Canada, and internationally.”
— Vanelle Matthews, Executive Director, Learning and Performance, TTEC Digital

Ready to Empower Your Team?

Diversity, equity, and inclusion are not just “check-the-box” initiatives—they’re ongoing commitments. By following this 4-step guide, you’ll foster a culture where every voice is valued and every team member feels they belong.

Take the next step today—because your team deserves it.