Network Rail has introduced new guidelines banning 14 words and phrases, aiming for clearer, more inclusive communication with passengers and staff.
London: New rules from Network Rail are stirring up some conversation. They’ve told staff to avoid certain words. For example, “workmanship” and “mankind” are out. Instead, they want terms like “quality of work” and “humankind.”
In a 134-page document called “Speaking Passenger,” Network Rail has also banned words like “passengers” and “pregnant woman.” They want staff to use simpler language, like “you” instead of “passenger.”
Network Rail’s chief executive, Andrew Haines, emphasizes the need to speak the language of passengers. He believes this approach helps everyone feel more connected.
Gender-specific terms are also being replaced. “Pregnant women” will now be “pregnant people,” and “mother” and “father” will simply be “parent.”
Other phrases like “ladies and gentlemen” are being swapped for “friends and colleagues.” They want to create a more friendly atmosphere on trains.
Instead of saying “senior citizens,” staff should say “older people.” Even “Christian name” is now “first name.” The goal is to make announcements sound more casual and relatable.
For example, instead of a formal announcement about train cancellations, staff might say, “I’m really sorry everyone, but we’ve had to cancel all the trains this evening.”
Network Rail believes this everyday language can help ease frustration during delays. They want to eliminate discrimination and promote equality through their communication.
A spokesperson for Network Rail stated that these guidelines have been in place for years and are common in customer service. They aim to make interactions more pleasant for everyone.
