CUSTOMER SERVICEDELTA AIRLINES

Day 2 Training

WELCOME

THIS SECTION COVERS:

Definitions

appropriate language

Communicating with people with disabilities

Communication about people with disabilities

Positive language

Disability etiquette

APPROPRIATE LANGUAGE:

Language reflects and shapes the way we view the world.

‘Putting People First’ – acknowledges the person before their disability.

TEAM ACTIVITY

COMMUNICATING WITH PEOPLE WITH DISABILITIES:

Treat people respectfully and with patience

Never make assumptions about what a person can or can not do

Speak directly to the individual

LISTEN TO CUSTOMER NEEDS

We must Actively listen to what our customers want and needs especially for the customers that have disability issues.

Be a good listener. Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying. Listen to their words, tone of voice, body language, and most importantly, how they feel. Beware of making assumptions

COMMUNICATING WITH PEOPLE WITH DISABILITIES:

Don’t attempt to speak for an individual or finish their sentences

Never ask ‘what happened to you?’

15 MINUTES BREAK , PLEASE COME BACK ON TIME .

COMMUNICATION ABOUT PEOPLE WITH DISABILITIES:

Do not define a person by their disability

Avoid stereotypes, labels, generalisations and assumptions

Avoid words and phrases with a negative

connotation

COMMUNICATION ABOUT PEOPLE WITH DISABILITIES :

Avoid focusing unnecessarily on a person’s disability

Portray people positively - recognise what they can do

Recognise many barriers faced are created by community attitudes and the physical environment

ICEBREAKER ACTIVITY (2 truths

1 lie)

POSITIVE LANGUAGE :

Examples: Person with a disability A wheelchair user Person with paraplegia Deaf / hearing impaired Person with an acquired brain injury Accessible toilet Accessible parking

DISABILITY ETIQUETTE:

Ask if, and what, assistance may be required

Respect a person’s dignity,

individuality and independence

15 MINUTES BREAK , PLEASE COME BACK ON TIME .

DISABILITY ETIQUETE :

Treat everyone with respect and courtesy

Speak directly to the individual - never speak about the person as if they are not there

Don’t be patronising – as if performing everyday tasks is exceptional

THE COURSE ASSESSMENT

CONGRATULATIONS !

You have completed the Customer Service Training! A Certificate of completion will be presented t every employee!

THANK YOU .