A Qualitative Exploration of a Customer Service Training Programme Promoting Awareness and Education of Communication Disability.

Abstract Every person has the right to access services in their environment. However, this is not always the case for those with communication impairments, as carrying out a simple activity such as ordering a coffee can often be extremely difficult due to social barriers that exist in todays society. Interventions which are aimed at the whole of society, such as customer service training, have the ability to break down social barriers to inclusion for those with communication disability. The aim of this study was to explore hospitality staff experiences of completing X communication awareness training. Six hospitality staff took part in semi-structured interviews. Four main themes were identified using thematic analysis; motivation, training structure, training content, and learning outcomes. This study identifies ingredients that may support others in the development and delivery of training at the level of society working towards social inclusion for everyone.