Episode 362: ADA at Work: What to Say in the Moment with Rachel Shaw

Written By Erin Diehl
 
 
 

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"The real failure of inclusion happens in the moments when someone hesitates." – Rachel Shaw 

Inclusive workplaces are often built through policies, trainings, and carefully crafted initiatives, but their real power extends far beyond what's written in a handbook. In this episode of Workday Playdate, Erin sits down with Rachel Shaw to explore why true inclusion is ultimately a human skill—one that comes to life in moments of uncertainty, vulnerability, and real-time decision-making. 

Drawing on her expertise in workplace culture, leadership, and disability inclusion, Rachel shares how organizations can move beyond compliance and create cultures rooted in empathy, accountability, and belonging. 

Inclusion Is a Live Skill, Not Just a Policy

Many organizations invest heavily in policies and training programs, but Rachel explains why inclusion is ultimately demonstrated through behavior. Real inclusion happens in everyday moments when leaders respond to uncertainty, navigate difficult conversations, and decide whether people feel seen, heard, and supported. 

Thinking Quickly on Your Feet Is a Leadership Advantage

Difficult conversations rarely arrive with a script. Rachel explores why curiosity, adaptability, and presence are essential leadership skills, especially during moments of tension or discomfort. Leaders who can respond thoughtfully in real time build stronger relationships and more inclusive cultures. 

Empathy Changes the Outcome of Hard Conversations

Pausing, getting curious, and leading with empathy can completely shift the trajectory of a difficult interaction. Rachel discusses how leaders who approach challenges with compassion and openness are better equipped to build trust, strengthen relationships, and create psychological safety. 

HR Has More Influence Than It Thinks

HR professionals are often viewed as administrators, but Rachel makes the case that HR holds tremendous power to shape organizational culture. By driving accountability, influencing leadership behaviors, and aligning values with action, HR professionals can become powerful agents of cultural change. 

Inclusive Culture Is Built Through Daily Choices

Belonging isn't created through a single initiative or annual training session. Rachel explains how consistent leadership behaviors, mentorship, communication practices, benefits, and everyday decisions create cultures where people genuinely feel that they matter. 

About the Guest

Rachel Shaw is an attorney, speaker, consultant, and workplace inclusion strategist who helps organizations build cultures that are both legally sound and deeply human. With decades of experience advising leaders and HR professionals, Rachel specializes in disability inclusion, workplace culture, employee relations, and leadership effectiveness. She is the author of The Disabled Workforce: What the ADA Never Anticipated, where she explores the evolving realities of today's workforce and challenges organizations to rethink how they support employees. Through her work, Rachel empowers leaders to create workplaces grounded in empathy, accountability, and belonging. 

Your Freebie

You’re calm, capable, and composed… until things take an unexpected turn (as they tend to do)! This is exactly why we created The Clarity Under Pressure Toolkit: What to Do in the First 5 Minutes of Any Uncertain Situation. 

It’s your go-to guide for staying grounded when it matters most. Download it here. 

Connect with Rachel Shaw 

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Erin Diehl
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