This course introduces and explores disability issues in a customer service context that is relevant to good business practice. As such, this course is excellent for customer-facing staff in any arts, cultural or heritage sector organisation. It will also help participants to establish a commonly accepted framework in which policy and operational changes can be identified and acted upon in participants’ own areas of responsibility.

The structure of the session will allow the emphasis to be informed by participants’ own areas of interest and professional responsibility.

Highlights include:

• The Social Model of Disability
• Language – find out the most appropriate terms to use (and why) and use them with confidence
• Disability Equality with Customer Service – focusing on disabled customers and visitors
• How to produce accessible information
• Communication guidelines and strategies
• Reasonable adjustments and good practice guidelines
• Equalities Act 2010
• Case Studies – scenarios and open discussion.
  
  
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