I’ve been thinking a bit about the Meghan and Kate relationship, how they were treated differently, and reflecting on my own past experiences. This thread is really a message for white women who are close to women of colour... 1/
You may be my best friend at work, we may confide in each other, and I may draw your attention to how I’m being treated differently. But I need you to do more than just empathise. I need you to do more than just leave it up to me. 2/
I need to have your active support, not do whatever’s easiest for you. I need to feel that I’m not just dealing with this on my own. I need you to challenge what’s happening. 3/
I know it’s hard and scary, but just what do you think it’s like for me? Whatever you’re experiencing, it’s a 100 times worse for me. Stop doing what’s easy for you. 4/
If all you do is empathise, you’re complicit. It’s as simple as that. You’re benefitting from my different treatment. No matter how good a friend you think you are, quite frankly you’re not. 5/
Sorry if that’s harsh. No actually, I’m not sorry. Why do I have to centre and prioritise your feelings over my discrimination? 6/
The press is full of sharply contrasting stories which show clearly different treatment of Meghan and Kate. Did Kate call this out ? Or did she remain silent, knowing that Meghan’s vilification was benefiting her ? /end

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More from @shrutinha

12 Mar
I’ve heard white men who are strong allies in the fight against racism, believe they are doing the right thing in not standing for leadership positions, to make way for people of colour.
Maybe they are, or maybe not..
I would like to encourage them to think differently...
If its a position that will almost certainly be filled by a white man (look at the ad, pack, team diversity, recruitment approach), far better for it to be you, if you are going to champion equalities, dismantle structural & cultural barriers, open the gates to greater diversity.
Perhaps by you stepping into that role, we can accelerate change? Perhaps if you don’t, we’ll still be having the same conversation about lack of diversity next year, next decade...
Read 8 tweets
4 Dec 19
Which policy areas require long term investment, planning, infrastructure, expert understanding and should therefore be largely ring fenced away from politicians, politics and short term policies, and perhaps be governed by independent specialist bodies with greater powers ?
Is there a way to limit political populist input into these areas? Perhaps to strictly limit politicians to budget priorities rather deciding on the “how” decisions (constant chopping, changing, inefficiencies, wastage, morale destroying, dismantling of good practices & systems)
Reconsidering these aspects are as much a part of our broken political system. A failure to think long term, focus on retaining short term power, needing to be voted in by an electorate that can be swayed by populist choices, unrealistic, undeliverable (& ineffective) policies.
Read 5 tweets
4 Dec 19
Once upon a time...

..there were no websites, FAQs, online chat support, call centres, multiple ways to contact service providers, processes designed to be ‘efficient’ & anticipate every eventuality through flowcharts & scripted responses.

There was just good #customerservice
Once upon a time... staff were not trained to become robots in a customer service machine. They were allowed to think, apply common sense, problem solve, take ownership rather than re-direct customers to another silo in the machine.

#CustomerExperience #CustomerService
Once upon a time... staff used to sort out customer problems rather than manage complaints procedures. It was quick & efficient for both customer & organisation, and a lot cheaper.

Once upon a time... there was just good customer service.

#CustomerService #CustomerExperience
Read 7 tweets
24 May 18
I should add it requires you to actively think about your recruitment processes, who you are targeting & how, your personal biases, attitudes, beliefs. Be active in reflecting about that - we all have unconscious biases, & are all tempted to recruit in our own likeness.
eg about 15 yrs ago, I was recruiting a performance mngr to my team. I was acutely aware of my bias in favour of a white man with a background & way of thinking similar to me: a maths grad who had an analytical /business modelling role in the private sector, like my early career.
In this case it wasn’t about my bias for another Asian woman, but about other aspects of “likeness”. I did actively question my bias with my colleagues, but in this case he was the best person for the job. Not a decision made automatically without personal reflection.
Read 5 tweets
29 Jan 18
I know I keep on about the lack of humanity, but it’s just one ridiculous nonsensical decision after another. This is what happens when employees are... theguardian.com/uk-news/2018/j…
...expected to follow scripts, tick lists, meet perverse targets which function in isolation without consideration of impact or connection to other objectives / the whole system, and turned into automatons rather than human beings able to think & properly assess cases sensibly.
The ability to think is lost, and removed from the equation, in the mistaken belief this is reducing error.
Read 8 tweets

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