Table of contents
TRAINING MODULE
The various topics should be delivered to the identified target groups (counter officers; hotel staff; tourism guides/interpreters; transport company staff; tourist information officers), but with different levels of detail and depth, according to the different professions. For example, a counter officer in a tourist information service would receive a deeper focus on how to get the right information and evaluate its reliability, while hotel staff should be trained in a more detailed way on behaviour and attitudes.
A different course structure may also be dependent on how long a tourist professional is going to be in contact with a disabled person and how quickly they should adjust to the needs and requirements of disabled clients. For example a tourist guide with a disabled person in the tour must identify the needs and provide the answers in practically no time.
The following training module could be organised during seminars designed for tourism professionals or in the programme of tourism schools. The ideal duration would be two days for tourism professionals and four days for students of tourism schools.
TRAINING SUBJECT
Counter Officer
Hotel Staff
Tourism guides
Transport Company Staff
Tourist information officers
1. Introduction and purpose of the Seminar
1a. Integration concept
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1b. What is meant by disability? (WHO classification - notions of disability, impairment, handicap)
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1c. Main disabilities (hearing, visual, physical impairments, learning difficulties)
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1d. Disability and independence
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1e. International legislative framework (UN rules, ADA etc.)
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2. Notions of Accessibility
2a. Meaning in relation to the different types of disabilities
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2b. Criteria
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2c. Assessing methods
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2d. European standards
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2e. Physical and attitude barriers
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2f. How to evaluate its own product's accessibility for disabled clients
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2g. How to use technical devices
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3. Users needs
3a. Size of Market
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3b. Users' requirements (how to ask the right question?) and quality of service
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3c. Integrated concept design of tourist product
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3d. Design of an accessible tourist system
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4. Information provision
4a. Existing sources of information
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4b. Co-operation with disability organisations at national and international level
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4c. How to evaluate reliability of information to be provided
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5. Behaviour and attitudes
5a. Quality of service concept (how to provide a quality product and how to influence other service providers: e.g. relationship Travel Agents /Hotel/ Transport)
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5b. How to relate to the different type of disabilities
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5c. Assessment session on one's own products, services, attitudes
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5d. Role play
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5e. Case study - Video presentation
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6. Evaluation and comments
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