Half-day | 25 June | 10:00–13:00 (UK time)

Overview

This half-day session focuses on front-facing library work and the everyday interactions that shape whether people feel safe, welcome, and able to ask for help. It explores how sensory load, emotional pressure, and hidden expectations affect neurodivergent users — and how small, practical shifts in service design and communication can reduce distress for everyone.

The emphasis is on confidence, clarity, and kindness in real-world customer service, including moments of stress, misunderstanding, or heightened emotion.

What we’ll explore

How sensory, emotional, and cognitive load show up in public-facing library spaces
Why unpredictability, ambiguity, and social pressure increase distress
Designing predictability, choice, and clear help routes into everyday service
Reducing shame, fear, and misinterpretation in user interactions
Calm, strengths-based approaches to de-escalation that protect both users and staff

Who this session is for

Frontline and public-facing library staff
Customer service, access, and engagement teams
Supervisors and managers supporting public services
Anyone who wants to feel more confident supporting neurodivergent users without fear of “getting it wrong”

No prior knowledge of neurodiversity is required.

What participants will gain

By the end of the session, participants will be able to:

Recognise signs of overload and distress without relying on disclosure or diagnosis
Use clarity, choice, and predictability to reduce pressure in interactions
Respond to challenging situations in ways that reduce escalation and protect dignity
Make small, realistic changes to customer service practices that benefit all users
Feel more confident, calm, and resourced in front-facing roles

Interaction & learning approach

Short, practical inputs grounded in real library scenarios
Reflection prompts to connect learning to participants’ own service context
Optional discussion and shared experiences (always opt-in)
Focus on what is doable in busy, real-world environments

There is no pressure to share personal experiences.

How this fits within the series

This session builds directly on earlier workshops by:

Applying strengths-based neurodiversity understanding (Session 1) to live service interactions
Extending inclusive design principles (Session 2) into people-to-people moments
Supporting psychological safety and energy-aware practice (Session 3) at the front desk
Reinforcing equity and dignity in public services (Session 4)
Translating awareness into everyday action (Session 5 & 6)

Key takeaway

When services are calm, clear, and predictable, everyone benefits — users and staff alike.

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