We use a persona to talk about clients and people without naming them.
The intent is to aid in crafting narratives and guidelines about relationships and desired interactions toward a positive outcome, then the accidental bias regarding a specific customer or person.
Bob, the team member
Carter, the career manager
Cathy, the coach
Leroy, the leader
Morgan, the (media) customer
Roxy, the reporting manager
For example, when crafting escalation guidance, we can say something like; as Roxy and Bob are unsure about Morgan’s challenge, they should ask Franz to clarify things.