Objectives

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

Course Content

This training module is organized into the following sections:

1. The Disability Market
2. Defining Disability and Types of Disabilities
3. Appropriate Language and Customer Service Tips
4. Assessment
5. Resources