Marlyn Neeleman-Malawau on inclusion: 'Words matter'

Marlyn works as Team Lead Training at Rabobank. She leads a team of eighteen trainers who develop employees in customer service, covering everything from system knowledge and communication techniques to legislation and regulations. In her view, employees are the organisation's greatest asset: they are in direct contact with customers and are the first to notice what could be improved or done differently. She therefore places great emphasis on awareness: who is the customer, and what do they need? Together with her team, she helps employees find their footing within Rabobank Customer Service and supports them in their development and self-confidence. "Recognising talent and helping someone truly settle into a role, that's what I find most rewarding."

Learning through experience

One project that illustrates this well is the Accessibility Project. Together with her team, Marlyn developed an e-learning module and workshop to raise employees' awareness of accessibility in the broadest sense. Experience is at the heart of it: employees gain first-hand insight into what it is like to be, for example, neurodivergent, visually impaired, or hard of hearing.

"It made employees realise that it's not just about customers, but about colleagues too," says Marlyn. "For many employees, that made it clear that accessibility is not only an external challenge, but an internal one as well."

From emancipation to DEI

During the masterclass, Marlyn gained insight into the evolution from emancipation to the broader field of diversity, equity, and inclusion (DEI). It also became clear that DEI is understood and applied in different ways, that it can provoke both quiet and open resistance, and that there are nonetheless sufficient (management) tools available to channel that resistance into constructive action. The combination of theoretical insights, practical assignments, and exchanges with participants from a wide range of sectors helped her to better understand that dynamic. "Having participants from diverse industries and organisations means you're exposed to a wealth of perspectives. It prompts you to think more deeply, explore further, and take action."

Words matter

One of the most important insights Marlyn takes away is the impact of language. "Jargon and technical terminology can, sometimes unintentionally, contribute to exclusion or discrimination. That awareness is, for me, an essential part of working towards inclusion."

Continuing to learn

Finally, Marlyn has a message for students and alumni: "Stay curious and embrace lifelong learning!"