Training course details – Welcome All

Welcome All recognises that it is the environment which causes problems for many people with mobility or sensory disabilities. The programme provides participants with practical advice and costeffective ideas to enhance service quality for customers with disabilities and specific needs.

You will look at:

the benefits of an accessible service
key provisions from the Disability Discrimination Act
practical advice on how to provide the best service
how to communicate effectively
how to improve accessibility
guidance on a range of sensory, mobility and learning disabilities

This definitive one-day training course includes a mix of inspirational presentation, stimulating group activity, essential tips and individual action planning.

The course will create an understanding of the importance of providing great customer service to customers with disabilities as well as knowledge about how to do so.

Welcome All covers:

1. Introduction

Attitudes and behaviour
Personal objectives
Why accessibility matters
Legal requirements
Accessibility means business
First class service for all

2. A positive approach
Everyone is an individual
Visible and invisible disabilities
Removing barriers

3. Effective communication
Communicating with deaf and hearing impaired customers
Communicating with visually impaired customers
Communicating with customers with learning disabilities
Communicating with customers with a speech impairment

4. Improving accessibility

Creating a warm welcome
Helping wheelchair users
Accessible food and drink facilties
Accessible accommodation
Accessible attractions
Accessible transport services

5. Making a real difference
Your own action plan

6. Assessment activity

7. The Disability Discrimination Act

8. National Accessible Scheme

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