Simple mistakes, card policy infractions, frequently asked questions—all of these can detract from your valuable time and/or shine a negative light on the card program. Why do they keep happening? While we love to blame the problematic employees (and many times this is justifiable), there is another possible reason for the issues. The P-Card training program might not address the needs of neurodivergent employees. In short, their brain function, such as their thinking patterns and learning styles, tends to be unique. You might be setting them up to fail.

A couple years ago, Forbes published an article that notes 15–20% of the population is neurodiverse, based on different studies; Steve Jobs and Jerry Seinfeld are reportedly two examples. You likely will not know if you are dealing with neurodivergent cardholders, but assume you are and, subsequently, take steps to make the training more inclusive. Doing so can ultimately benefit all types of employees and possibly allow you, as the card program manager, to focus on program growth. Keep reading to learn more and see action items to consider.

Who are Neurodivergent People?

In the article Neurodiversity in the Workplace, the Employee Assistance and Resource Network on Disability Inclusion (EARN) notes, “Neurodivergent people include autistic people; people with attention deficit hyperactivity disorder (ADHD), post-traumatic stress disorder (PTSD) and other mental health conditions; and people with learning disabilities. This group also includes people with other intellectual and developmental disabilities and a wide range of conditions that can shape thinking, learning and perceiving the world.”

What this Means for You

Neurodivergent employees have many valuable skills and talents, but, when you are creating P-Card training, it is also good to be aware of their potential challenges. International neurodiversity speaker, consultant and trainer, Susan Fitzell, M.Ed., CSP, gives a great example in her article Goal-setting with Neurodivergent Employees. She writes, “One of my clients had an engineer who was smart and capable but who was not filling out the required reports on time. The problem was not willful noncompliance by the employee. We determined that the employee had trouble remembering sequential instructions and could not access and use the reporting system very well. Additional hands-on instruction and a written ‘cheat sheet’ helped resolve the problem.”

Susan Fitzell continues, saying that a person with ADHD or in the autistic spectrum may have trouble listening to and recalling verbal instructions, especially if they are complicated or have several sequential steps. A written recap with step-by-step instructions is extremely helpful. (A link to the article, which includes additional examples and tips, is at the end of this post).

What all of this really boils down to is, good training programs are more than just an introductory slide presentation. They should include well-written policies and procedures, as well as a variety of job aids (e.g., short videos, cheat sheets, checklists, etc.).

Action Items

Consult with your HR team. Is neurodiversity on their radar? Do they have suggestions for helping you improve P-Card training to ensure it meets the needs of a wide audience?
Most, if not all, card programs have challenging participants, neurodivergent or not. Identify any “repeat offenders” and request their feedback on what would help them succeed in their card-related role, regardless of who they are.
If your current training is only available in one form, consider offering diverse formats, including interactive elements. Even if all program participants are “neurotypical,” individuals still have different preferences. Increasing their satisfaction with P-Card training can boost the card program overall.

Final Thoughts

How much work you put into the task of improving P-Card training should depend on how big of a problem you have, whether compliance-related and/or low cardholder satisfaction. In other words, prioritize the overall needs of the program—not just training—and work from there.

Resources

Cited in this Post

Neurodiversity as a Strengthening Point for Your Team and Our Society by Joel Montvelisky (published by Forbes)

Neurodiversity in the Workplace by EARN

Goal-setting with Neurodivergent Employees by Susan Fitzell

Available Products & Services from Recharged Education

Submit a contact form to request a quote for what your organization needs.

Subscribe to the Blog

Receive notice of new blog posts.

About the Author

Blog post author Lynn Larson, CPCP, launched Recharged Education in 2014. With more than 20 years of commercial card experience, her mission is to make industry education readily accessible to all. Learn more…