April 05, 2012 by Jeff James, Vice President & General Manager, Disney Institute
Creating an environment where all Guests feels welcomed and respected is important for any business. At Disney, we train our Cast Members to engage in “people first” language.
Putting the person before the disability is central to every interaction. We want every Guest to experience the same quality service and magical experiences while in the parks.
Here are some ways to incorporate “people first” language into your organization:
- Initially address your Guest by his or her first name when interacting with an individual.
- When talking with a Guest in a wheelchair for more than a few moments, approach him or her at eye level for a higher quality interaction.
- Offer to read signs or materials to a Guest with visual disabilities.
- Always speak to the Guest with a disability first before addressing any companions that may accompany them.
Posted in Quality Service
Tagged Guests, Cast Members