FMJ.CO.UK FRONT OF HOUSE FOCUS
JULY 2022 37
It’s also vital to
remember that
neurodiverse people
are not fragile and don’t
need handholding. They
o en just need to be
engaged with in a slightly
di erent way.
We all have these skills
already. We engage di erently
with our clients, our friends and our
families. It’s just a case of tweaking those
skills when supporting neurodiverse
people.
CREATING AN INCLUSIVE WORKPLACE
Most companies are adapting their
workplaces in the era of hybrid working
or developing strategies to do so. There’s
never been a better time to ensure that
neurodiverse needs are considered in these
plans.
However, we must avoid creating zones
specially for neurodiverse
individuals as this might
just increase the stigma.
Rather, we must create
spaces that are to be used
by all employees. A er all,
you don’t need to have a
sensitivity to light or noise
to appreciate working in a
quiet area with controlled
lighting.
Brand communications
about how to utilise spaces
should accompany any
o ice changes. This should
be aimed at everyone and
be comprehensive enough
that the needs of all
employees are addressed. Our DayMakers
support this communication when on
their floor walks by showing colleagues
how to use di erent spaces. They also
support the comms team by relaying
frequently asked questions, so comms are
always updated to meet the needs of the
end user.
Businesses can take the next step by
making neurodiversity support a part
of the employer brand. This can include
a section on a D&I web page or listing
employee resource groups relating to
disability or neurodiversity. You may even
want to add mini case studies showcasing
how individual employees have been
supported – nothing backs up
claims better than evidence.
BUILDING EMPLOYEE
RELATIONSHIPS
Business is all about
relationships. Frontof
house teams
have a unique
role in building
relationships every
day and so are in
a great position to
support neurodiverse
people.
Not only will this improve
the working environment for
those individuals, but we can also pass
on insights to our clients. The better you
know someone, the better the experience
we o er in the workplace for them. When
you consider that some may not want to
share that they are neurodiverse, while
others may not even realise, this shared
information can be invaluable.
It doesn’t take a huge amount of work
to support neurodiverse individuals, and
the benefits far outweigh any costs for
training or workplace changes. So, what
are you waiting for?
can help.
It’s important not to take things
personally. This can be di icult to train so it
can be useful for managers to check in with
their FOH team a er being in a situation
like this.
Speaking of training, I recommend a mix
of formal and informal training for FOH
teams. We have an extensive library of
in-house and external training resources,
including podcasts, videos and short
courses. I’ve found that rather than pushing
sta to undertake training, if we simply
o er a wide range of resources and make
sta aware of them, they are more than
happy to explore the options and use the
resources they find most useful.
We also have an active WhatsApp group
where sta share tips and experiences.
This informal knowledge-sharing is just as
beneficial as training courses.
SUPPORTING WORKPLACE VISITORS
Knowing when and how to o er support to
visitors can be trickier as FOH teams won’t
have had the chance to build a relationship
in the way they do with an employee. Again,
it comes to reading the room and being
intuitive.
You might be able to pick up on dyslexia
if a guest email contains noticeable spelling
mistakes. A guest that appears flustered
upon arrival might benefit from being taken
to their destination within the building.
Again, this is where already adopting a
personal approach can be helpful. If your
FOH team makes a point of escorting
every guest to their destination, then
they’ll automatically be supporting any
neurodiverse guests that need that bit of
support.
Business is all about
relationships. Front-of-house
teams have a unique role in
building relationships every day
and so are in a great position
to support neurodiverse
people.”