Supporting a co-worker in retail who gets mis-gendered by customers

Anonymous asked:

“Hello, We have a new coworker whose name is masculine, appearance masculine and we use the pronoun “they”. They have said they are comfortable with female pronouns, not male. Things are going well on the coworker side, however recently the coworker came to me and expressed discomfort with the customers. We work in retail and customers often use male pronouns – that is what they see on name tag or appearance, they aren’t trying to be rude but they don’t know. How can we help in this situation?”

Hello Anonymous,

This is an excellent question, and actually I have a question before I get going (rhetorical I know because you’re Anonymous and can’t reply)! I’m wondering what you mean when you say “we use the pronoun ‘they’” if this person actually is comfortable with female pronouns. I don’t have more information, but this feels like something to check in on. What actually are the pronouns this person would like co-workers to use: she/her or they/them?

On to the bigger question: how can a workplace support an employee whose pronouns aren’t the ones that strangers would ordinarily apply when encountering them? Customers are kind of like friendly strangers (and sometimes unfriendly strangers): not terribly invested in getting to know the details of customer service representatives’ lives or identities. Retail interactions at their best are cordial, brief and truncated. This reminds of what I say in my book about how pronoun go-rounds don’t happen in places where people aren’t expected to engage with each other, like at restaurants or the opera. Retail might be a space like that. You also likely don’t have a repeat clientele who can gradually learn about your co-worker or your space, and begin using correct pronouns over time.

In a gender utopia, we wouldn’t always use each other’s gender expression to infer pronouns. We do not live in this utopia, and so moving about with a masculine name and gender expression but having she/her pronouns is a very exhausting life. My respect and empathy for your co-worker. When her gender expression is read by customers as meaning that he/him pronouns are appropriate, and that doesn’t reflect her gender identity, then I can only imagine how work must go for her: tough, tiring and frustrating. Chances are that she is mis-gendered all of the time and that work isn’t the only place where this happens.

This brings me to the first strategy I have for you. If you have a friendly relationship, literally just check in and ask how she is doing, and ask whether this happens elsewhere, too. Encourage her to think about how she manages this when it happens outside of work; chances are she has some tools and skills. Can these be applied in your workplace?

My second strategy is to suggest to your management – with your co-worker’s consent – that employees be encouraged to have pronouns on their name tags. This could help to clue in some customers, or even just give your co-worker a thing to do: point to her name tag.

In retail, there are all kinds of ways to work. I’d encourage your co-worker to talk to the management about having breaks from front-of-house to work in the backroom only because these are also breaks from being consistently mis-gendered on the floor. This is my third strategy.

A fourth strategy is to ask your co-worker whether she is comfortable with you gently (and I mean gently) correcting customers who mis-gender her. It might be a good idea to talk about safety here, as doing this would out her (my second strategy above also carries this risk). Sadly, this is a cost-benefit situation. The toll of being mis-gendered is something to weigh against her safety in the workplace.

Lastly, it might just be the case that frontline retail jobs with your company, for whatever reason, are not a sustainable fit for some trans people. Your management could offer your co-worker opportunities to train and develop other skills that could lead to positions that will entail less mis-gendering. This is not preferential treatment – it is equity. It’s also harm reduction: this shouldn’t be needed, but it might be because this is where we are.

I hope this helps, and thank you for a thought-provoking question!

All the best,



Unloading on someone who makes a good-faith pronoun mistake is both understandable and not okay. Paradox!

Anonymous asked:

Do you know of anyone who describes themselves as a woman or man but doesn’t accept she/her or he/him? I just got yelled at online for assuming a self-described woman used she/her pronouns. I know you can be nonbinary and woman or man-aligned, but I thought even for those people, she/her or he/him was accepted. I’m wondering if this is just a ploy to trip people up (since the person in question is abusive) or if you can actually be a woman and not use she/her.

Hi Anonymous!

First, let it be known loud and clear that using a gender-neutral pronoun (GNP) is not a free pass for behaviour that is harming of others. Yes, people who use a pronoun that departs from normative expectation can face all kinds of barriers and difficulties. And yes, the everyday stress of being a GNP user can cause an explosion of pent-up hurt to erupt onto someone who made an honest mistake. This is understandable.

But to my eyes, that this is understandable doesn’t make it okay. Ever. It’s an occasion for repair of some kind, to whatever extent possible and in whatever form possible. Sometimes that can’t happen. That sucks, and again is both simultaneously understandable and not okay. A paradox. In my experience in communities, the absence of this nuance – both understandable AND not okay – has enabled harming behaviour. And outside of our communities, a lack of nuance will not get us anywhere in the ally department.

More specifically, I don’t know of any people who openly, explicitly identify as women and exclusively use they/them to the extent that she/her is unwelcome. I also haven’t heard of people claiming a pronoun and using that to intentionally deceive or wield power over others. Having a gender-neutral pronoun takes a lot of work, and is likely too labour-intensive to maintain if it is not a life-affirming need.

I have no data on your situation or on this person, of course, and I generally tilt toward self-identification in these matters (i.e., that people can use the pronoun that works for them and should have it respected). That said, unloading on someone who made a mistake is not okay (despite, yes, being understandable). I hope that in the space(s) you share with this person there is nuance, courage and compassion. Sometimes there isn’t, and we need to do better.

Thanks for writing,


The honest mistake: On being a pronoun beginner

Recently, I Tweeted this little two-part message:

I’m thinking a lot these days about the space in between ‘no big deal’ and enough is enough. Readers likely know that last fall I founded the No Big Deal Campaign. NBD aims to encourage folks who are new to transgender people and issues to go ahead, take the plunge, and use someone’s unfamiliar or unlikely pronoun to the best of their ability.


Alt text: the NBD Campaign logo with “I’ll use your pronoun, no big deal” and the URL: nbdcampaign.ca.

I founded NBD for many reasons, one of which was the recognition that while many people are willing to do this, the stakes attached to an error have become so high that the consequent fear might prevent people from even trying. What’s worse, I was seeing anti-transgender commentators swaying the public and some in the media with a harmful falsehood: that transgender people and our allies are intent on grievously punishing people for an honest mistake, in pursuit of ideological purity. Incoming protections for transgender people in Canadian federal law have been characterized by some as legislating both purity and punishment. To that, I say:

corgi srsly

Alt text: a Red Pembroke Welsh Corgi being wilfully obtuse with SRSLY in meme font.

As a non-binary transgender person, I need people to try using my pronoun and I know that there will always be a first time, a second time, and so on. I also know that this will necessarily involve mistakes. After all, when transgender people learn that a friend or acquaintance has changed their pronoun, it takes us time to get it right, too. This also means making mistakes. Shattering any false image or goal of perfection is, I believe, essential for producing greater everyday acceptance of gender diversity and reducing anti-transgender microaggression. It can build trust with willing yet nervous folks when we’re real about how, yes, transgender people mispronoun each other sometimes. As a movement, I believe we need to create a space that people want to step into. And while I whole-heartedly embrace the notion – both personally and in my academic work – that intentionality has little to do with the impact of our actions on others, as a teacher I also know that people need their intentionality to matter. Because I am a singular they user, I can say that it does matter: an honest mistake feels like an honest mistake.


The ethic of “no big deal” is not a free pass to keep on making mistakes, over and over again, even honest ones. It’s also not a free pass from consequence. And recalling my Tweets up there, it is no guarantee that you won’t lose a transgender friend or colleague or date or family member if you keep on making that same old (even honest) mistake. When I teach about barriers faced by gender-neutral pronoun (GNP) users (many of which are experienced by transgender people regardless of their pronoun), I explicitly talk about this dynamic even as I work to create a space where mistakes are expected as part of the learning process:

Screen Shot 2017-04-26 at 5.41.25 PM

Alt text: PPT slide on resistance as a barrier faced by gender-neutral pronoun (GNP) users, including invalidation (mis-gendering by people who have been informed of one’s GNP), active refusal (saying no) or passive refusal (just using someone’s name, saying ‘this is too hard,’ or a forget/apologize dynamic that doesn’t change.

As a form of passive refusal to use someone’s pronoun, a forget/apologize dynamic that doesn’t change can be attributable to many things. It could be that a person just doesn’t encounter enough opportunities to practice (the solution being to ask for and seek out opportunities or advice). But people are generally more complicated. If something matters to us, we do our best. We remind ourselves before we see someone that this is something they need (be it a cupcake, an accessible washroom, or freedom from talking about an unpleasant topic). If we continually forget a person’s need, it might help to pay attention to that forgetting and learn that there is something about the need that we don’t understand or agree with. We aren’t convinced that this is legit. We have questions, we need answers.

This is an honest place, a starting place. One can both know that it is a social good to engage with transgender people in a way that respects our gender identities, and be honest that one is a beginner. A beginner is someone who knows that there are things they need to look up, to Google, or to practice. Beginners expect practice and expect their own mistakes. Beginners take pride in improvement over time.

The No Big Deal Campaign is for everyone, but particularly has the beginner in mind. I believe that there must be a place for beginners in any movement to benefit transgender people because transgender people need institutions – and the people who are/in them – to do a better job in relation to our needs. Chances are those people are just beginning to engage with and understand anything to do with transgender anything, and that’s both okay and unavoidable.

So, be a beginner. Occupy that space with your whole heart. Work at it and take pride in getting it right when you do. Have compassion for yourself when you don’t. But like every beginner, know that you aren’t a beginner forever. And if you find yourself still making rookie mistakes long after the fact, be honest with yourself about your own resistance, be curious about where it comes from, and ask a coach.