Several years ago I came across a small pamphlet called Rejoicing in Diversity by Alan Weiss. The subtitle of the booklet was: "A Handbook for Managers on How to Accept and Embrace Diversity for Its Intrinsic Contribution to the Workplace"–certainly a mouthful and perhaps not much of an advertisement. But I liked the word "rejoicing" and I also liked "intrinsic" for when you put these words side by side they speak of poetry. (The Chinese have two ideograms that stand together for poetry: a figure for "word" and a figure for "temple"). In any event, diversity in the workplace is seldom framed in ways that suggest spirit. Yet at the core of culture, spirit is all there is. Take away politics, real estate, the fighting over which end of the egg to crack and what you have left is the human wish for meaning. We tend to lose sight of this in Human Resources circles, substituting phrases like: Raising the Bar, Leadership, Assets, and the like. Talking about spirit is embarrassing. Its like talking about the philosophers' stone. Not even medieval historians feel comfortable talking about alchemy. You might look foolish. And we all know that the workplace should not be foolish.
I have advised many organizations on matters of disability and inclusion over the years. These opportunities came about because my first book of nonfiction was a bestseller and because for a time I was a senior administrator at one of the nation's premier guide dog traning schools. I had the opportunity to travel widely. Between 1995 and 2000 I visited 47 of the states in "the lower 48" and spoke at local, state, and federal agencies and public and private colleges. I have advised lots of blue chip organizations including the Museum of Modern Art in New York, the Metropolitan Museum, the Kennedy Center, even resorts and hotels. Inevitably, wherever I have spoken I've heard the rhetoric of middle management: "empowerment"; "equal opporthnity"; "productivity"; "zero tolerance"; "bias"; "sensitivity" and the like.
There is nothing wrong with these terms but to paraphrase Bill Clinton there's nothing right about them either. And this is because the terms have no alchemy in them. They're just nouns. Not all nouns have spirit inside them. The word "battleship" has no spirit but the word "blueberry" does. One of the first things a poet has to learn is that not all nouns are obedient to the soul.
Well meaning organizations (and some that may not be so) rely on the rhetoric of inclusion without imagining the opportunities for soul–and I mean "soul" the way Marvin Gaye would mean it: its what's goin' on. The human soul is present everywhere whether management acknowledges it or not. By way of analogy one can thik of management as playing "battleship" while the soul is picking berries. Human souls are looking for ways to be fed and to be happy; management is often trapped in brittle or arrid pronouncements.
Many organizations talk a good game when it comes to diversity. The top echelon recites the right words. My own employer, the University of Iowa, has lots of websites that propose equal opportunity and where matters of disability are concerned, the university has sites that suggest that accommodations for people with disabilities are easy to obtain. The web sites look great. They have all the right language. The trouble is that the university of Iowa has what Alan Weiss calls "a thermal layer" –the metaphor is atmospheric–one can think of it as an administrative echelon that's capable of distorting communications and directives it receives. Here's what Alan Weiss writes about the subject:
"I have had the rather unique experiences of providing comprehensive reports to top-level executives on the acceptance of diversity in the workplace, only to have them shout, wide-eyed, "That's not my company you're describing!" Yet the feedbhack has been based on extensive focus group and survey work. Who's wrong?
No one is wrong. What's happened is that the respondents have reported what they are actually experiencing, I've conveyed that feedback accurately, and the executives are using their own intent and strategy as their frame of reference. The psychologists would call it cognitive dissonance–fully expecting one set of circumstances, while experiencing quite another.
The phenomenon at work is what I call the "thermal layer," which is a management layer capable of distorting communications and directives it receives, turning them into something quite different. Managers in the thermal layer are the ones who actualy control resources, make daily decisions and deal with the customer. They often have strong vested interests in preserving the status quo…think they have a better way of doing things, don't trust senior management, don't buy-into the strategy or, for whatever reasons, have some agenda of their own. "
Alan Weiss has perfectly described the breakdown that most often creates obstacles to true diversity and inclusion–or to use the language of the soul, communal berry tasting and picking.
For the past three years I've been asking folks at the University of Iowa to take ownership of disability and accessibility issues and have found a deeply invested thermal layer–a phenomenon I like to call the "Iowa Rope-a-Dope" to borrow from Mr. Ali. The Iowa Rope-a-Dope takes advantage of a highly silo-ed administrative hierarchy to in effect pass the buck where disability and accessibilityy are concerned. Let's be clear: no one wants to be identified as being part of the thermal layer just as no faculty member wants to be outed for being "dead wood"–and let's also be clear that the person who persists in calling for blueberries when everyone else wants to talk about battleships will eventually be the victim of considerable distortion.
Alan Weiss again:
"Organizations seldom if ever fail in their intent, executive direction or strategy formulation. They fail in the execution and implementation of their initiatives. Nowhere is that more true than in the accommodation of diversity."
For my own part I have called for the university to provide accessible bathrooms in the student union building and in the Enlgish department–and to date, one floor's restrooms have been modified and I can assure you that this isn't enough. I can also assure you that at the level of departmental administration, no one knows who's in charge of these matters. That's because the thermal layer is in charge. And the T.L. has a hundred silos. It also has committees.
I was put in mind of all this when, this past week, I was upbraided by someone from the human resources department. I've been calling for the installation of assistive technology in the classrooms where I teach for three years. The lack of compliance and communication around this issue has been comical and my method of handling it has been to bring my own talking laptop into each classroom and manfully wire it to the projection system–sometimes this works and sometimes it doesn't. My every teaching experience is therefore a kind of gamble. Have I asked for help? Yes. I've asked the information technology office for help for a full three years. I've discussed this with deans, with department chairs, with the UI's president's office, with HR with the library, and with a stray dog that I met while walking with my guide dog. No one is in charge.
How was I upbraided? I was told that by calling attention to my difficulties with assistive technology compliance that I'd done considerable damage to my reputation with the committee that handles disability issues–the point being that I've apparently not gone through the proper channels in my requests for accommodations. This is how the thermal layer works. The thermal layer likes to deflect by distortion.
Alan Weiss:
"How could anyone oppose an accommodating, equal-opportunity workplace?"
"Well, we know that some people can, sometimes with malicious motives, sometimes with prejudicial judgment, and sometimes because they perceive themselves to be adversely affected by the policies. You must be constantly on the watch for thermal zone reactions and distortions. If there's a policy or value which causes conflict in the workplace, bring it to the surface and discuss openly. If there are misconceptions about policies, resolve them. The failure to do this doesn't make the policies go away, it simply preserves the thermal layer until, like the executives above, the key decision makers get some shocking news. The reaction to that is usually worse than any other alternative, because senior management will try to legislate change rather than help people to embrace it."
This brings us back to blueberries vs. battleships. The spirit of diversity vs. the demeaning of diversity initiatives through the employment of thermal language.
S.K.
Planet of the Blind 
The Alan Weiss quote seems particularly relevant:
“Organizations seldom if ever fail in their intent, executive direction or strategy formulation. They fail in the execution and implementation of their initiatives. Nowhere is that more true than in the accommodation of diversity.”
In a way, I understand the problem — reality is inherently much more difficult to manage than ideas. And in the realm of diversity, there is rarely a fully applicable blue-print, rather, in many situations, new systems are needing to be created which increases the potential for mistakes. The worst manager is one that has not really had enough concrete experience in DOING a concrete job, and so does not fully understand that the quest for perfection is ongoing, much like chasing rainbows. My favorite example is the Ph.D.s who have never raised children on a long-term, day-to-day basis (too busy getting their Ph.D.s), but seem to be best at writing seemingly credible parenting books that make it all sound so easy and do-able.
However, beyond that, and assuming that reality will rarely match the dreams that we create, the problem that I am not able to condone is the tendency to smother, distort or cover-up the remaining real problems that occur in actual systems. I’d rather see management acknowledge the successes, while continuing to scrutinize and discuss remaining problems, even when the problems seem unsolvable. The word that is used so easily, but scares the hell out of most managers is “transparency”. Transparency is good and healthy. It is what you did when you discussed your A.T. problems on your blog. It helped you, it helped others (me!); it should be heartily encouraged (yea, rejoiced!), not condemned.
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