Trauma and stress

People using our services may have experienced trauma, difficult life events or negativity around benefits.

While people experience stress and trauma differently, research shows using the wrong language can make things harder.

The style guide helps you:

• use the language our clients use
• avoid language we know might cause stress, re-traumatise or feed negative myths and stereotypes

This guidance will grow as we learn from research and evidence. To suggest something:

• fill in the style guide request form
• email contentdesign@socialsecurity.gov.scot if you cannot access the form

Benefits and stigma

Our clients have a right to the financial help we give them. But we understand that negative myths and stereotypes exist about benefits. This leads to stigma.

Choose language that reassures, empowers and supports the people we’re here to help. Entries that will help are:

• income
• claim and claimant
• active and passive voice
• benefits, assistance or award

Legal duties

Research shows that technical, legal language stops people understanding us. It also negatively affects their mental health.

To tell people about things they legally need to do, use words that are not threatening, and which they understand. Entries that will help are:

• legal language
• regulations and acts

Terminal illness and death

Choose language that does not make assumptions about how your reader might feel. Entries that will help are:

• terminal illness
• death
• stillbirth
• how we write