Have We Lost the Cup That Holds the Milk of Human Kindness?

Can We Find More Compassion, Tolerance and Understanding in 2026?...As the 1951 version of Scrooge played in the background while I wrapped gifts for my nearest and dearest, I checked my emails and came across an interesting case that made me pause. It’s a story about an employee navigating a deeply personal journey, expecting full support and recognition from their manager and organisation. And, to be fair, the organisation and its managers really tried. They apologised when mistakes happened, they put positive plans in place, and they demonstrated a genuine intention to do their best.

But here’s the rub: the employee’s expectations were, frankly, unreasonable. I’ve seen this many times before, where a manager turns to HR and says, “What is it that they really want? I’ve done everything I can to support them.” Mistakes happen because the world isn’t perfect. Large organisations are complex, with thousands of employees and intricate systems. Perfection is a myth. When forgiveness and pragmatism are absent, relationships fracture, and the outcome is almost inevitable.

The recent case of Lockwood v Cheshire and Wirral NHS Foundation Trust illustrates this perfectly.

Lockwood, who identified as non-binary and gender-fluid, asked for changes to their name and pronouns across multiple systems. The Trust acted promptly, created a new profile, and apologised when errors occurred. Yet, despite repeated apologies and corrective actions, Lockwood remained dissatisfied, demanding formal apologies in a specific tone and detailed action plans. Later, further incidents of misgendering and system errors led to claims of harassment under the Equality Act.

The tribunal’s decision was clear: while Lockwood was distressed, the organisation had acted reasonably, apologised appropriately, and demonstrated a real intention to improve. The tribunal even noted that Lockwood adopted an “inflexible stance” and was “unforgiving” when mistakes occurred.

Ultimately, the claim failed because Lockwood did not meet the statutory definition of gender reassignment, which requires a process of moving from one sex to another, not simply adopting new pronouns or a name.

This case isn’t just about gender identity. It could just as easily apply to other protected characteristics or situations such as when a new leader joins, when a team member relocates, or when organisational change disrupts routines. Change is inevitable, and with change comes mistakes.

The question is: how do we respond? With compassion and tolerance - or with rigidity and blame?

As 2025 drew to a close, I couldn’t help but reflect on the troubling headlines: violent incidents rooted in intolerance, from the driver who ploughed into Liverpool fans to the attacks at Bondi Beach. How have we reached this point? Have we stopped evolving as human beings?

I believe most people are kind and compassionate. Yet, cruelty and trolling seem louder than ever, and some are all too happy to channel their inner Ebenezer. As for me, I’ll keep channelling kindness and forgiveness and hoping that 2026 brings a safer, more secure, and more understanding world.