1. CUSTOMER SERVICE DELTA AIRLINES Day 2 Training

2. WELCOME

3. THIS SECTION COVERS:  Definitions  appropriate language  Communicating with people with disabilities  Communication about people with disabilities  Positive language  Disability etiquette

5. APPROPRIATE LANGUAGE:  Language reflects and shapes the way we view the world.  ‘Putting People First’ – acknowledges the person before their disability.

6. TEAM ACTIVITY

7. 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

8. 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

9. COMMUNICATING WITH PEOPLE WITH DISABILITIES:  Don’t attempt to speak for an individual or finish their sentences  Never ask ‘what happened to you?’

10. 15 MINUTES BREAK, PLEASE COME BACK ON TIME.

11. 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

12. 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

13. ICEBREAKER ACTIVITY ( 2 truths 1 lie )

14. 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

15. DISABILITY ETIQUETTE:  Ask if, and what, assistance may be required  Respect a person’s dignity, individuality and independence

16. 15 MINUTES BREAK, PLEASE COME BACK ON TIME.

17. 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

18. THE COURSE ASSESSMENT

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

20. THANK YOU.