Neurodiversity Global
TransPennine Express
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Scenario 03

Aisha: "Just ask if you need help"

Psychological safety and access to support

Persona

Name
Aisha
Age
27
Role
Customer Experience Professional
Disclosure
No formal disclosure
Context
Joined the team 14 months ago. Warm with customers. Strong during routine service, but less confident when systems, disruption updates and passenger queries all stack up at once.
Record
Generally positive. Recent increase in small mistakes when using a new internal system. Has avoided a few tasks linked to the system where possible.

Scenario

Aisha has started struggling with a new system. She is slower than others, making more mistakes, and asking colleagues to handle certain system-linked tasks during busy periods. Her manager assumes she needs more confidence and says: "Just ask if you need help." Aisha nods. Nothing changes. Later, another colleague says: "I think she's worried people will think she can't do the job."

What happened after

The manager thought they had offered support. Aisha did not experience it as support. The gap is not goodwill. The gap is access. The help exists, but it does not feel safe or easy enough to use.

Now, in your groups

Discuss in your group

  1. 01

    Why might "just ask for help" not work?

  2. 02

    What might Aisha be worried about?

  3. 03

    How could the manager make help easier to access without forcing disclosure?

  4. 04

    What could be offered to the whole team?

  5. 05

    How should progress be reviewed?

Capture your thinking

Group output

Use this to note what your group lands on. One person can capture for the share-back, then save to send it to the facilitator review.