Front-Line Customer Service: Creating an Inclusive & Supportive Environment for Differently-Abled Students’- July 30

Free webinar on July 30: ‘Front-Line Customer Service: Creating an Inclusive & Supportive Environment for Differently-Abled Students’

All UAA faculty and staff members are invited to participate in the upcoming webinar “Front-Line Customer Service: Creating an Inclusive & Supportive Environment for Differently-Abled Students” on Monday, July 30, from 9–10 a.m. in UAA/APU Consortium Library, Room 307.

Overview
Students and other customers with disability face unique challenges in navigating our campuses and processes. Front-line staff who provide direct service to these students also have unique challenges when it comes to delivering excellent customer service while affirming and supporting independence and inclusion. There are actions we can take to prepare for various scenarios, and there are methods we can employ based on a more in-depth knowledge of the type of challenges a person may live with and ways that we can modify or enhance our methods and materials to allow for easier access. This webinar will explore some of the basics of working with students with a disability or differently-abled students such as the use of “people first” language and the etiquette of discussing a student’s accommodation needs. It will also identify some specific strategies to support people with physical, neurological, cognitive, and psychological disabilities. Finally, we will look at ways to prepare for predictable needs and ways to respond in the moment, especially when dealing with a student who is upset or angry.

Objectives

Learn about disability or differently-abled etiquette and some of the ways we inadvertently limit inclusion
Discuss strategies for modifying materials and practices to increase inclusion for all
Define the major categories of disability: physical, neurological, cognitive, and psychological and discuss customer support strategies specific to each of these
Demonstrate some of the ways we can quickly and effectively work with customers who are angry or upset or who need the next level of support in moving through a difficult situation
Contact the Office of Student Affairs, SU 204, (907) 786-6108 with questions.

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