Training
Anticipating the needs of disabled customers and those who are less able and understanding the access challenges they face can be very difficult for staff if it is not something that they have experienced or been trained in.
It is easy to cause unnecessary offence if staff lack confidence or feel awkward in talking to or dealing with such customers .
The Equality Act 2010 (which replaces the Disability Discrimination Acts of 1995 and 2005 on the 1st October 2010) requires employees to be able to some extent to anticipate the needs of disabled guests, and the Equality and Human Rights Commission’s advice is that cases where guests have been discriminated against and suffered humiliation as a result of inappropriate service are likely to be the hardest-hitting.
Getting employers and their staff trained is one of the best ways to raise everyone's confidence and gain insight in how to improve the accessibility of your business.
New E-learning programme: 'Access for All'
Tourism for All UK has been part of a European-funded project called creating an e-learning tool aimed at providing training in welcoming disabled customers both by distance or self-learning, or through on-the-job or guided training courses. See TFA Training – the training is provided free of charge to members, so go ahead and JOIN NOW. Click here for Membership info.
(Last Updated: 27-07-2010)