Neurodiversity is an umbrella term that refers to the natural variation in how people think, process information and behave. Forms of neurodivergence include, but are not limited to, Autism, Dyslexia, Dyspraxia, Tourette Syndrome and ADHD. People who are not neurodiverse can be referred to as neurotypical. It’s estimated that between 1 in 5 and 1 in 7 people in the UK are neurodivergent—that’s around 13 million individuals, or 15–20% of the population (The Donaldson Trust, 2025) . Neuroinclusion is the creation of an environment and a culture that embraces and accommodates everyone, including both neurodivergent and neurotypical individuals. What can you do to create environments where neurodivergent colleagues and customers feel comfortable, understood, and included? • Disclosure: In order to meet people’s support needs, you need to understand what they are. To do this you need to create an environment where colleagues and customers feel safe to talk to you. It is essential to focus on individuals’ support needs and preferences, not the underlying reason for them. Things to consider: ◊ How can you encourage people to share their needs in a way that feels safe and supportive? ◊ How do you reassure people that you will respond to those needs in a positive way? ◊ How do you tailor your products, services and workplaces to meet those individual needs? • Conversations: One of the most powerful ways to support everyone is to ask simple, inclusive questions. For example, “Are there any adjustments I can make to support you through this process?”. This isn’t necessarily just at the start of a relationship or conversation but should be something you are mindful of in all interactions with both customers and colleagues. • Respond: If a colleague or customer chooses to tell you about a preference or a need, it is imperative that you respond even if the request is something that cannot be accommodated. Failure to respond can make people feel unheard or as if their needs are not important which can damage relationships and build mistrust. If a request cannot be accommodated, an explanation should be given and alternative support options should be explored. • Awareness: With up to 20% of people potentially being neurodivergent, how 10 SUMMER PROTECT NEWSLETTER Gemma Clarke Interrmediary Proposition Manager Nationwide Neuroinclusion: What Does It Mean for Brokers, Colleagues, and Customers?
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