Feeling like you belong there
Feeling like people are interested in YOU and what you want
• Always ask the person first if they require help; do not assume they need assistance. Always accept the answer if the person declines your offer of help.

• Treat each person as an individual with their own likes and dislikes. Always address the person directly, rather than the person accompanying them (such as an interpreter, support worker or family member).

• Genuine listening and trying to meet people’s needs on an individual basis will show that you are taking account of their requirements.

• It is ok to ask people who have language differences to repaet what they said if you didn't understand the first time. It may be necessary to ask them for their preferences.

• Don't assume you know what people want or what is best for them.

• There may be challenges in communicating for many reasons, but assumptions that people cannot decide what they need are offten offensive.


Listening to feedback provided by people from diverse backgrounds

can be your biggest asset when trying to improve the inclusiveness

of your business, venue or activity.

Being HeardMarcia Hurkmans Before I meet you guys people would say, ‘I’m not welcome there’ because they would say ‘you can’t speak proper English’ or because of my Dutch accent and basically ridicule me. But once I came here it was like all smiles. I go, ‘ah I feel like I am at home’. I am relaxed, I am loved, I am over the moon if you like. I know I belong. Before there was no organisation to help out or basically be there for support, but when I walk in here I wasn’t pushed out in any way and I am amongst friends. I didn’t feel at home until I walked in the door here, it made me feel better in myself. You got me out of the house which was good, it’s just the welcome I got. I’m not so terrified about going out so much anymore, its like I can be me now. It was like, I’ve got a disability and I can’t go anywhere, that’s how I used to be, just sitting in the corner. Where I am a lot more out there now, I’m no longer a mouse!