Expired ADA Etiquette Training (Instruction by Easter Seals)

Best Practices for Communicating with Older Adults and People with Disabilities

               Interacting with Older Adults

               People with Mobility Impairments

               People who are Deaf or Hard of Hearing

               People who are Blind or have Visual Impairments

               People who have Service Animals or Emotional Support/Comfort Animals

               People with Cognitive Disabilities or Intellectual Impairments

               People with Hidden Disabilities

               People with Seizure Disorders

               People with Brain Injuries (TBI)

               People with Autism

               People with Mental Illness

               People who are Hard to Understand

Best Practices for Communicating with People with Disabilities

               ADA Regulations

               Auxiliary Aids and Services

               Person First Language

               Words Matter:  Incorrect “Labels” assigned to People with Disabilities

               Common Sense Guide for Serving Customers with Disabilities

               Communication by Situation

                              Phone

                              In Person One-to-One

                              Meetings & Conferences

               Designing Interactions for Inclusion

               Excellent Models of Customer Service

Each module includes group discussion, hands-on activities, scenario-based exercises and best practice illustrations of customer service and interactions with people with disabilities.  There is time set aside for participants to share personal examples and ask questions pertinent to their own situations at their agencies.