Communication with people with disabilities and other access requirements; accessible tourism etiquette
Learning Unit n°8 of LEARNING MODULE N° 2: “The Access Requirements of Tourists and Customer Care”
Objective
The goal of this learning unit is to present correct ways of communicating between service providers and tourists with disabilities.
It gives examples of how to avoid major pitfalls or embarrassing situations, due to lack of knowledge, use of incorrect language/terminology or stereotypic thinking about people with disabilities and their abilities. Serving customers who have specific access requirements is approached in a relaxed and friendly way – as with any other customers, but some specific guidance is offered which can help service providers be more confident in their interactions, for the benefit of both the clients/tourists and the providers.
Contents
Expectations of customers with disabilities who desire a quality service from staff and agents of the providing organisations, throughout the whole tourism service chain. Attitudes and behaviours that foster positive communications, ensuring that providers deal confidently and properly with the clientele, ensuring their satisfaction with the service.