Last week I wrote about the politics of disability identity. This week, I want to move from the politics of identity to the practice of inclusion — and one of the most powerful tools we have for shaping it: focus groups.
On paper, focus groups look straightforward. Gather people in a room, ask some questions, and collect the responses. But in practice, the difference between a focus group that collects answers and one that generates insight is enormous.
And if there’s one thing I’ve learned from facilitating these conversations, it’s this: the quality of what you hear depends on the quality of what you ask — and how you listen.
The trap of one-word answers
I’ve seen plenty of focus groups where questions are framed to fit reporting templates rather than to spark meaningful conversation.
When you ask: “Do you think our workplace is inclusive?” You’ll get: “Yes.” or “No.”
That’s data, sure. But it doesn’t tell you much about lived experience. It doesn’t show you the barriers that exist, the subtle practices that make people feel welcome, or the everyday obstacles that push people out.
This is especially important when it comes to disability inclusion. Because disability isn’t always visible, people are constantly navigating decisions about disclosure, adjustment requests, and whether it’s safe to speak up. A tick-box response risks flattening those complex experiences into something meaningless.
Why listening matters more than asking
The biggest mistake I see is thinking the focus group is about the questions. It’s really about the space you create for people to share.
If people don’t feel safe, they’ll give you polite answers. If they sense the process is tokenistic, they’ll disengage. If they think their stories won’t lead to real change, they may not show up at all.
But when people know their voices will be heard — and that what they share will shape future action — they’ll give you stories that reveal far more than a survey ever could.
That’s where the anthropology kicks in: you’re not just gathering data, you’re noticing patterns, contradictions, and the meaning behind what people say.
From questions to conversations
Here’s the shift that matters:
- Instead of “Are adjustments easy to get?” ask: “Can you share an experience of asking for support or adjustments? What made it easier, and what got in the way?”
- Instead of “Is disability talked about here?” ask: “How do conversations about disability usually show up in your workplace or learning environment? When have you seen it done well, and when has it felt uncomfortable or dismissive?”
Notice the difference? You’re not fishing for a yes/no. You’re opening the door to reflection, examples, and emotions. That’s where the insights live.
Why this matters for Disability Inclusion Action Plans
Every organisation I work with wants its Disability Inclusion Action Plan (DIAP) to be more than paperwork. But the risk is always the same: if you only collect surface-level feedback, you’ll design surface-level actions.
Plans that look neat in a report but don’t shift culture. Plans that list commitments but don’t reflect real experiences. Plans that keep disability as “someone else’s issue” rather than part of everyday practice.
But when you listen deeply, you uncover truths that can’t be unseen:
- The frustration of repeating your story to three different departments.
- The relief when a lecturer or manager asks, “What would make this easier for you?”
- The exhaustion of navigating buildings, systems, or cultures not built with you in mind.
These aren’t abstract data points — they’re lived experiences. And when they inform the action plan, the plan stops being a compliance exercise and starts being a catalyst for change.
The ripple effect of being heard
There’s also something intangible that happens in a well-run focus group. People walk away knowing their voices mattered. They feel less alone in their experiences. They realise others are asking similar questions.
And for the organisation, that sense of being heard is just as valuable as the recommendations. Because when staff or students see that their insights shape real action, trust grows — and inclusion becomes part of the culture, not just a plan.
Over to you
If you’ve ever been part of a focus group or consultation: 👉 What’s the best question you’ve ever been asked that made you stop and think?
I’d love to hear your experiences.
How To Work With Me
- I’m available for Disability Inclusion Policy and Action Plan Development/Reviews, Inclusive Committee Reviews, Stakeholder Engagement, and Disability Inclusion Consulting.
- You can book an intro chat to discuss your organisation’s specific needs.
- Book an intro chat with Ainslee.
