Things like: How are people like me seen and treated here? Will I be supported here? Will it be a fair place for people like me? Diversity puts us in a state of mind in which identity is top of mind. Stressful emotions can arise. Thoughts scramble as we work to decipher and make meaning. To capture the anxious, ruminative nature of this state, my term for it is “churn,” a term whose utility I suspect will increase as the diversity of our life settings increases.

2. Where Does Churn Come From?

This, I would suggest, is the social tension at the heart of the American experiment. It’s what makes us churn. In diverse settings we have questions: “Given my identity and the stereotypes about it, can I trust this situation?” “Will I be valued here?” “Treated fairly?” “Will I be heard here?” The struggle to answer these questions—to figure out how one’s identity will play out in a situation— is what churn is.

Second, ask people to identify features in a setting that imply that some identities belong there more than others, or that expectations are higher for some identities than for others.

Supporting. After welcoming comes support: giving people the know-how to manage the challenges and the opportunities inherent in a setting and, as much as possible, related challenges in their lives. This is important. It helps put to rest the nagging question that spurs churn, the question about whether your identity will disadvantage you. It doesn’t rule out the possibility. But it diminishes its likelihood. It changes the feel of even larger organizations. I point again to the examples of Georgia State and UC Berkley Chemistry.

Perhaps the best way to do this is to be curious. Welcoming is an invitation to hear, with interest, the other party’s experience and thinking.