VETBusiness Partnerships on Workbased learning and Apprenticeships VET

VET-Business Partnerships on Work-based learning and Apprenticeships VET 2 Business Curriculum: Successfully master intercultural encounters Module name: How to communicate in a globalized world Module code: VET 2 B_IC-2 Unit name: Occasions and contexts in which different habits, structures and attitudes are expressed Unit code: IC-2. 2 Author: IHK-Projektgesellschaft mb. H Project Number: 585211 -EPP-1 -2017 -1 -EL-EPPKA 3 -VET-APPREN

Aims and Objectives This presentation looks at accessible tourism not from the physical point of view but from a communicational perspective - providing services in an appropriate, nondiscriminatory way. The focus is on how to show respect to disabled guests, be supportive if asked for and treat them as any other guest. The European Commission support for the production of this presentation does not constitute endorsement of the contents which reflects the views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein

Learning outcomes • At the end of this activity the learner will be able to: – understand the impact of communication on providing services to disabled guests in an appropriate way – consider different approaches to guests with different impairments The European Commission support for the production of this presentation does not constitute endorsement of the contents which reflects the views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein

Table of contents • Section 1 - Hints on how to demonstrate respect towards disabled people • Section 2 - People with visual impairments • Section 3 – People with hearing impairments • Section 4 – Wheelchair users • Section 5 – People with learning difficulties • Synopsis • List of references • Presenter’s page The European Commission support for the production of this presentation does not constitute endorsement of the contents which reflects the views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein

Hints on how to demonstrate respect towards disabled people 1. It is fine to offer assistance to a disabled person. However, staff should wait until the offer has been accepted and they should not assume to know what is needed. 2. Staff should always speak directly to the disabled person and not through their companion, if they have one. Eye contact is important. 3. Staff should never ask a person what their impairment is. If a person wants you to know they will tell you. 4. People with what might seem similar impairments often cope differently. Staff should not expect uniformity, as disabled people are all individual. 5. Most importantly, disabled people should be treated as any other person, with consideration but without condescension. (These tips are copied from EC – 2005 – Improving information on accessible tourism for disabled people. ) The European Commission support for the production of this presentation does not constitute endorsement of the contents which reflects the views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein

People with visual impairments To help a blind person sit down, place their hand on the back of the chair and tell them what you have done. When offering assistance to a blind person, allow them to take your arm. You should guide them rather than lead or propel. You must also advise on steps or other obstacles. When talking to a blind person, always introduce yourself and the people with you and always say when you are leaving. The European Commission support for the production of this presentation does not constitute endorsement of the contents which reflects the views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein

People with hearing impairments Check if a deaf person can lipread. Look directly at the person and speak clearly and slowly. Do not shout or exaggerate lip movement. If there are difficulties in communicating, use written notes. Face the source of light and keep your mouth free. If there is a need to evacuate the building, make sure deaf people understand what is happening. The European Commission support for the production of this presentation does not constitute endorsement of the contents which reflects the views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein

Wheelchair users 1. 2. 3. 4. 5. 6. 7. Never attempt to push a wheelchair without asking if help is needed. Do not lean on someone’s wheelchair. This is a major intrusion for most wheelchair users. Adjust yourself according to the guests’ pace. Make sure that there is enough space in the seating area so they can move freely. If needed accompany them to the entrance and exit. Think as functional as possible. Do not exaggerate and take extra care which could make them feel different- try to behave as normal and friendly as you would usually do. The European Commission support for the production of this presentation does not constitute endorsement of the contents which reflects the views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein

People with learning difficulties Be patient Speak clearly and give clear messages. Listen carefully. Do not patronise Make sure messages are understood Let people make their own choices. The European Commission support for the production of this presentation does not constitute endorsement of the contents which reflects the views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein

Synopsis • You have made yourself familiar with some points that are useful to know in order to make sure that your respect is properly shown. • Now that you learned more about communicating with guest with special needs you should be able to: – understand that ways to treat them respectfully – understand the different needs of guests with different impairments and difficulties and how to make their stay a pleasant one The European Commission support for the production of this presentation does not constitute endorsement of the contents which reflects the views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein

List of references • Jacqueline Westcott (2005): Improving information on accessible tourism for disabled people, published by the European Commission: https: //publications. europa. eu/en/publication-detail//publication/37988 a 99 -87 b 7 -426 a-8 a 62 -6 f 2227 e 74424, (retrieved on 20 -03 -2019) • How to assist guests with their special needs: https: //www. hospitality-school. com/how-assist-guest-specialneed/ , (retrieved on 20 -03 -2019) • All photographs used are free and were purchased by pixabay. com The European Commission support for the production of this presentation does not constitute endorsement of the contents which reflects the views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein

Presenter’s page IHK-Projektgesellschaft mb. H Frankfurt (Oder)/Germany www. ihk-projekt. de projekt@ihk-projekt. de The European Commission support for the production of this presentation does not constitute endorsement of the contents which reflects the views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein

VET-Business Partnerships on Work-based learning and Apprenticeships Thank you for your attention! www. vet 2 business. eu @VET 2 Business @Vet 2 business. P Any copyright and Intellectual property laws must be respected and are the responsibility of the author. Project Number: 585211 -EPP-1 -2017 -1 -EL-EPPKA 3 -VET-APPREN