Savoir-vivre in direct customer service with PwD

training description

The aim of the training is to sensitize and improve the competence of people working in various positions who have direct contact with customers with special needs, and in particular to provide practical skills in communication and professional service for customers with special needs. Achieving this goal will affect the quality of service for a variety of customers, and on the other hand, it will affect the positive image of the company among customers.

what you gain?

Participants of the training:
– know the principles of effective communication and savoir-vivre in dealing with diverse clients,
– know that the first contact and meeting is crucial, therefore they know the rules of the first meeting,
– they have knowledge of various methods, forms and tools for communicating with customers with diverse needs, e.g. people with intellectual disabilities or deaf or hard of hearing people, or blind or visually impaired people,
– know the specific characteristics and possible needs of customers with mental illnesses (including those recovering from mental health crises), autism spectrum disorders and intellectual disabilities,
– know that there is a difference between mental health crises, intellectual disabilities and autism spectrum disorders and do not treat them as one single phenomenon,
– are aware of potential architectural and information/communication barriers that may hinder or discourage a potential customer from using the company’s services,
– know what problems with movement may arise, are familiar with different types of equipment (wheelchairs, walking frames, crutches, canes) and know how to handle this equipment and how to talk to people for whom the equipment is necessary for movement,
– know the function of assistance animals and the rights these animals are entitled to,
– know the procedures in emergency and crisis situations and that the specific characteristics of different clients must be taken into account,
– know the basic rules and procedures for evacuating people with special needs.

additional information

International course completion certificate

The training lasts 8 hours and is available in Polish.

The training is available in stationary, hybrid or online form.

training plan

module I

Introduction, stereotypes, prejudices and mental shortcuts.
1. Introduction, workshop objectives, agenda, program, contract.
2. Analysis of participants’ training-related needs, expectations and concerns.
3. What do customers expect and need?
4. Stereotypes, facts and myths – what we know about our diverse clients and what we only think we know.

module II

Little knowledge, a lot of prejudice.
1. Disabilities – theoretical and practical approach.
2. Diverse client needs related to the degree and type of disability.
3. First contact rules.
4. Difficult experiences, difficult situations, difficult customers.

module III

When senses other than yours dominate.
1. What is intellectual disability, what are mental illnesses, typical behaviors for people on the autism spectrum.
2. Etiquette when dealing with people with various disabilities.
3. Experiencing disability.
4. Equipment, methods and techniques to facilitate communication with people with various disabilities.
5. Assistance dogs, types and rights of people with disabilities in this regard.
6. Evacuation rules.

module IV

Difficult customer / customer with special needs.
1. Difficult and worrying situations – work on customer examples.
2. Ways to deal with difficult situations.
3. Principles of assertive communication.
4. Methods and techniques in communication.

conclusion

A bridge to the future.
1. Verification of participants’ needs and expectations
2. Summary of training material.
3. Evaluation survey.
4. Plan of specific actions to be implemented immediately after participation in the training.

trusted us

charity

We are a team of experts and practitioners, and our experience shows that it is worth helping.
With a part of income, you support a charity of your choice – thank you for your help, together we can do more!

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Pozytywka

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SODA

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frequently asked questions

How do I receive the certificate

A certificate of completion is awarded when the course is 100% completed. This means that each module and lesson must be completed and marked as completed.

How to watch academy training videos

Log in to your account. Once logged in, select “My Account” from the menu and go to your course. On the course page, go to the content section and select the topic you are interested in, click on the title, and then the video page will open, where you can watch the course.

The film stutters while watching

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Forgotten password

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Change password

Log in to the system. Then click the “My account” button. Go to the “Account details” tab. Here, in the “Change password” section, enter “Current password” and “New password” and enter a series of characters using letters, numbers and special characters. Then repeat the new password in the field below and finally confirm the changes. From that moment on, you can log in to the platform based on the new password.

Login to the system

Enter the aaa.do address and click the “log in” button in the menu. You will be taken to the login page. Enter your email address and the password you received from us in the email. The message with the password was sent to your email right after you purchased access. Select the “remember password” option to make future logins easier and click the “log in” button.