> Either the tools we have to measure these things are inadequate, and must be improved.

I think that's the kind of point he's getting at. Dismissing people entirely as not relevant because their conversational norms differ from yours is the kind of things that leads to shocking events. This doesn't imply you should feel any more positively or negatively about these people, just that their comments may add explanatory power to your model of the world. When reality doesn't match your model, don't blame reality.