Skip to main content

Staff training and culture

Deliver autism inclusion training

Offer varied seating choices and flexibility so customers can select spaces that best suit their comfort and sensory needs.

People sitting on chairs and taking notes

Why this matters

 

Training staff is one of the best ways to support autistic people. This creates a family friendly and inclusive experience. The judgments and actions of others can make public spaces difficult. Well-trained staff can make a visit feel calmer and more welcoming. With the right skills, your team can confidently serve everyone with respect.

“Most of the time you have to give them a lesson on autism, and this is not what we're here for…have staff training so that they don't ask for explanations, they just ask for what you need. That's it. You don't have to explain why, just what you need.”

Community Member

What best practice looks like:

 
  • All customer service staff take part in the training, not just managers
  • Training is created, delivered, and reviewed by autistic people
  • Topics could include:
    • Thinking styles, ways to share information, processing time
    • Self-regulation, emotions, distress behaviours, and double empathy 
    • Sensory difference and how to respond
    • Autistic communication
    • Knowing that eye contact is not easy for some people. Interest can be shown in different ways.
    • Support people, tools and aids. Examples include support animals, technology, earplugs and fidgets.  
    • Co-occurring conditions including mental health
    • People with more than one identity or life experience
    • Stigma, bias and discrimination
  • Practical scenarios and role-plays
  • Refresher sessions at least once a year
  • Training included in onboarding for all new staff
  • Knowing that autism is different for each person

Example:

A restaurant trains all staff. Training covers how to notice when someone needs extra time to order. Staff learn how to lower music and change lights to reduce sensory stress. They learn to respect different ways of communicating and only touch customers with permission.