Course Description

Are you the type of person who wants to make a difference? I image you are because you've landed on this page.

If you work in a business that provides service to the public, you're going to be coming into contact with a wide range of people. Most likely some will be seniors or baby boomers and, according to statistics, one in five will be a person with a disability. In fact, according to the Australian Human Rights Commission, 50% of people over the age of 55 will have some sort of disability whether they identify with it or not.

So when that person comes to you for service, will you know the best way to interact with them; what language to use and what the appropriate etiquette is? Will you feel confident or will you feel uncomfortable?

In this course we're going to take a look at the fastest growing sector of the tourism market today - Accessible Tourism - and the people that make up this exciting and rapidly expanding industry.

You will learn how you can make a difference by being able to provide the highest level of service to all of your customers, no matter what their ability.

And upon completion of this course, you will have a greater awareness of their requirements and you'll have the relevant skills to give them the premium customer experience they deserve.


How will you benefit by taking this course?
  • You will gain an insight into the Accessible Tourism market
  • You will feel confident and comfortable when dealing with people with disabilities
  • Enable you to provide a high level of service to people with disabilities
  • Enable you to recognise barriers and to act to remedy them
  • Creates a higher level of customer satisfaction
  • Reduces risk of action being taken against you under the Disability Discrimination Act
  • Helps to promote the business as a good corporate citizen



Testimonials
Thoroughly recommend taking this course....
For anyone. I thought I was up to speed with disability awareness having been married to a differently abled man for ten years, but i learned a lot and it was great to refresh my thinking. You will be surprised."
- Lydia N, Customer Service Manager

Great training!
Clear and concise course, gives a great foundation for service staff and other people wanting to be mindful of best practice when interacting with people with disability in our communities and especially in the workplace. The end of module questions allow me to transfer the theory into a realistic scenario, some of the questions really made me think about the best way to support others and my own attitudes and behaviour. I'd definitely recommend this to my colleagues.
- Heather T

The training provided an honest approach and delivered applicable strategies for my team of Customer Service professionals to feel like they can deliver a positive customer experience for people with a disability. It has delivered an increased level of comfort for my staff to feel they can use the most appropriate combination of touch, language and actions to best support a customer with a disability in person, online or over the phone.
- Tiffany S, Coordinator Communications and Customer Service

Course Creator

Melissa James

Melissa James is the CEO and Founder of Inclusive Tourism, which is the parent to the multi award winning website cangoeverywhere.com.au She began her accessible tourism crusade after experiencing firsthand the difficulties of travelling with people with special requirements and the lack of information available to them. CanGo helps people with special requirements have more confidence to travel and know their needs will be met – because let’s face it; everyone deserves a holiday without hassle!Of course, once they reach their destination great service can really complete the holiday experience. With this in mind, Melissa has designed this training program to enable service staff to feel comfortable and confident when interacting with people with disabilities.

Course curriculum

  • 1

    Module 1 - Introduction to Accessible Tourism

  • 2

    Module 2 - Types of Disabilities

    • Visible Vs Invisible Disability - Do you remember what's what?

    • Types of Disabilities Video
  • 3

    Module 3 - Language

    • A quick quiz in Language

    • Language Video
  • 4

    Module 4 - Behaviour

    • Behaviour Video

    • Are you on your Best Behaviour? A Quiz
  • 5

    Module 5 - Etiquette

    • Manners Please! A Quiz

    • Etiquette Video
  • 6

    Module 6 - Legislation

    • Legal Eagle or Legal Turkey - A Quiz

    • Legislation Video

Reviews

5 star rating

Excellent Stuff!

Tina Pagura

This training course is well worth undertaking. It's easy to use, informative, current and addresses an extremely important subject in a quality and engagin...

Read More

This training course is well worth undertaking. It's easy to use, informative, current and addresses an extremely important subject in a quality and engaging manner. Spread the word - tell your employer, co-workers, friends - everyone you know about this -- give it promo and get behind it. Highly recommended without any hesitation.

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5 star rating

Great learning tool

Simon Freeden

The course was user friendly, interesting, well described and we enjoyed learning from it. We have confidence in being able to services people with disabilit...

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The course was user friendly, interesting, well described and we enjoyed learning from it. We have confidence in being able to services people with disabilities with respect and offer a higher level of service.

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5 star rating

Great training

Heather Tannock

Clear and concise course, gives a great foundation for service staff and other people wanting to be mindful of best practice when interacting with people wit...

Read More

Clear and concise course, gives a great foundation for service staff and other people wanting to be mindful of best practice when interacting with people with disability in our communities and especially in the workplace. The end of module questions allow me to transfer the theory into a realistic scenario, some of the questions really made me think about the best way to support others and my own attitudes and behaviour. I'd definitely recommend this to my colleagues.

Read Less