Building Inclusion Across Borders:
Three Lessons from Make-A-Wish Foundation’s DEI Launch

Pilot program in Europe focuses on emotional intelligence as a catalyst for an inclusive culture.

By Michael Miller & Ilaria Boffa

The Make-a-Wish Foundation grants wishes to critically ill children. It’s beautiful, awe-inspiring work that strengthens families and communities by sparking joy and hope for children facing unimaginable challenges.

Started in the United States in 1980, Make-a-Wish now serves children and families in over 50 countries through Make-a-Wish International and its 40 affiliates. This global network expands the reach of this essential work – and also creates complexity as team members navigate physical distance, language barriers, differing perspectives, and more to collaborate and create magic together.

That’s a challenge many organizations can relate to in today’s hyperconnected, global, and increasingly polarized world.

Make-a-Wish Europe led the way. Jenny Cook, VP of Affiliate Development and Support at Make-a-Wish International, and Sandra Zafirakopoulou, CEO of Make-a-Wish Greece, identified Diversity, Equity and Inclusion as a top strategic priority. They committed to build a more cohesive, connected and inclusive team in Europe – with DEI work that went below the surface and really inspired people to connect in a different way.

Inclusion from the Inside Out: Pilot Program Strengthens Culture of Emotional Intelligence with DEI

Make-A-Wish’s top priority was to find a program that wasn’t performative or transactional – just checking a box – but something real and genuine.

They found the right match in Six Seconds, the world’s largest emotional intelligence nonprofit.

“When Debbie introduced us to Make-A-Wish,” says Ilaria Boffa of Six Seconds Europe, “we knew this would be an ideal fit. We were excited to create a program built for Europe’s diverse group of languages and cultures, using the common language of all humanity: emotions.”

“Emotions and emotional skills are at the heart of any successful DEI initiative,” says Six Seconds CEO Joshua Freedman. “Imagine a work culture where diverse people are treated equitably and feel belonging. That takes new knowledge, skills, policies – and it requires emotional skills.”

Over two interactive days, Make-A-Wish staff came together from over 15 countries in Europe. They learned emotional intelligence skills to support them in growing self-awareness and making more inclusive decisions. The focus wasn’t on rules or policies around DEI – it was on transforming mindsets using people’s innate gift with emotions.

Representing a mix of roles and responsibilities, from Volunteer to General Manager, the Make-a-Wish staff brought a range of backgrounds and perspectives, and a genuine enthusiasm to dive into this work.

And dive in they did! A core component of Six Seconds training programs is learning through action, not passive listening. Over two sessions, Michael Eatman of Culture7 consulting, Ilaria Boffa of Six Seconds and Debbie Hatzivassiliou of Work Wise Inc. led the participants through activities and exercises to explore how they could leverage emotional intelligence and to create an even better, more inclusive and collaborative culture at Make-a-Wish.

Among other things, participants:

• explored many different aspects of identity for themselves and colleagues
• recognized similarities and differences among group members
• examined previous work challenges and considered alternative responses
• learned the Six Seconds Model of Emotional Intelligence
• created safe spaces to share about past experiences
• practiced how to listen without judgment

Here is some of the participant feedback from the 2-day program:

“This workshop was a real gift,” says Debbie Hatzivassiliou of Work Wise Inc., “There was such an eagerness to go deeper and learn more. ‘Aha’ moments were created by all, for all. I am deeply grateful to have been a part of it.”

“We really enjoyed working with the Make-a-Wish foundation,” says Michael Eatman of Culture7 Coaching, one of the lead consultants on the project. “You could sense a genuine desire for change and I’m excited to see what the next phase looks like.”

Drop by Drop: Make-a-Wish Program Inspires and Ripples Out

At the end of the second session, Make-A-Wish staff felt reinvigorated with new insights. People reported feeling valued and motivated to continue the DEI and emotional intelligence journey inside their organization. There was a sense of being part of something bigger than oneself.

The hope is that the impact of this pilot program will keep spreading. Like a pebble causing ripples in a pond, every person practicing emotional intelligence and modeling inclusive behaviors positively influences others. Drop by drop, real culture change happens.

“We’d like to express our gratitude to the incredible team at Six Seconds,” Jenny Cook and Sandra Zafirakopoulou said in a joint letter. “They have been by our side since the inaugural meeting… to achieve the desired outcomes, which then exceeded our expectations.”

Three Lessons from Make-A-Wish Foundation’s DEI Launch

Here are 3 potential lessons that other organizations could learn from Make-A-Wish Foundation’s recent DEI pilot study with Six Seconds:

1. Start small. Make-A-Wish started with this limited pilot study with its European offices. Other organizations should consider starting with small pilot programs as well to test strategies and get buy-in before expanding. Pilots allow for adjustments and building momentum, as well as identifying allies.
2. Prioritize people. A key reason this pilot succeeded was Make-A-Wish’s focus on people’s real desires and needs around DEI. Other companies should put people at the center too – get input from employees, listen to their concerns, and design initiatives to address actual issues vs. checking boxes. Centering people fosters engagement and lasting change.
3. Partner with experts. Make-A-Wish collaborated with Six Seconds, Work WIse Inc., and Culture7, organizations with expertise in emotional intelligence and DEI work. Other companies should consider partnering with experts to get guidance on evidence-based strategies for improving DEI. This can enhance the impact of initiatives.

If you’re interested in doing work around DEI or emotional intelligence, contact us and we’d love to hear about your goals.

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