Disability Sensitivity Training
Disability Sensitivity Training is now mandatory for airline and airport customer service staff in:
- European Community under regulation EC1107
- United States under the Air Carrier Access Act
- Canada under the Canada Transportation Act
This course will provide participants with an awareness of, and appropriate responses to, customers with physical, sensory, mental, and hidden disabilities, as well as those using service animals.
It covers various methods of communication with people with hearing loss, vision loss, speech disabilities and cognitive disabilities.
The importance of the disability market is also emphasized through general population statistics and the Open Doors Organization (ODO) Studies of Adult Travellers with Disabilities.
On completion of this module you will be able to:
Understand the scope and importance of the disability travel market
Define disability and distinguish between different types of disabilities
Know basic disability terminology in common use
Know how to appropriately offer and provide assistance so as to maintain customer safety and dignity
Speak respectfully to/about people with disabilities using "Person First" terminology and avoiding offending terms
Use basic techniques for communicating with people who have sensory, speech and cognitive disabilities
Recognize service animals, understand their various roles and provide appropriate assistance as needed to their handlers
Know basic techniques for guiding people who are blind and how to effectively give them directions
This training module is organized into the following sections:
The Disability Market
Defining Disability and Types of Disabilities
Appropriate Language and Customer Service Tips