Code No: 958
Video Running Time: 20 minutes
In the highly competitive cruise and ferry business, meeting
customer needs is paramount. And, in order to deliver this first
class service a ship's crew must first be properly trained and
motivated. However, there are still a number of passengers for whom
the ferry and cruise service experience is far from first class.
This program illustrates the many issues faced by passengers that
require additional support from the crew. It focuses on the need
for greater sensitivity from crew members, so that they can make
passengers with disabilities feel more comfortable and secure in
order to enjoy the voyage.
The program is about motivating the crew to ask - how best they
can help. It highlights three people with different disabilities.
PAUL is hard of hearing. By showing interest and asking questions,
crew members are able to establish PAUL'S preferred means of
communication and reassure him that, in an emergency, he is safe in
their hands. A similar, sensitive approach by crew members has a
dramatic effect on the comfort and wellbeing of LINDA, who uses a
wheelchair, and MARGARET who makes regular ferry trips with her
guide dog.
The program highlights the need to use the correct procedures
when dealing with people with a disability, and underlines the fact
that although many ships have been adapted, it is the crew's
attitude that is more important.
Who it's for: All crew members
Main topics covered:
- What is a Disability?
- Communicating with Passengers with Disabilities
- Assisting Passengers with Disabilities on Arrival
- Passengers who are Blind or Partially Sighted
- Passengers who are Deaf or Hard of Hearing
- Passengers with Mobility Impairments
- Passengers with A Speech Impediment
- Attendants
- Assistance Animals
- Emergency Evacuation Procedures
- Raising Disability Issues within your Organisation
