OVERVIEW
This module is an introduction to disability awareness and serves as sensitivity training to help you better understand disability and the need for accessible customer service. The value and importance of accessible customer service will be explained, as well as how it can positively impact and improve business. Important terminology will be defined, and statistics will provide you with insight on how common disability really is. This module will breakdown the details of the different models of disabilities, and describe common myths and stereotypes that society has about people with disabilities.
LEARNING OBJECTIVES
- Understand the meaning of accessibility and inclusion
- Apply the principles of accessibility into your workplace
- Recognize the value of accessible customer service training
- Critically assess common myths and stereotypes
LEARNING BREAKDOWN
Length: 39 mins (does not include check points or knowledge check)
1.1 Introduction to Accessible Customer Service
- Definition of accessible customer service
- What is accessible customer service training?
- Why is accessible customer service important?
- People principles
1.2 Defining Disability, Accessibility, Inclusion, Equity
- Definitions of disability, accessibility, ableism, unconscious bias, and inclusion
- Equality vs equity
1.3 Prevalence of Disability
- Population statistics
- Spending of those with disabilities
1.4 Models of Disability
- Defining the Medical Model, Social Model, and Diversity Model
- Comparing the models with examples
1.5 Myths & Stereotypes
- Reviewing common misconceptions about individuals with disabilities
