1 / 219

WELCOME

WELCOME. GOALS. Introduce the Technical Assistance Manual (TAM) as the framework Outlines passengers’ rights and carriers’ responsibilities under Part 382 Provides practical examples and quick references. SPECIFIC OBJECTIVES. Provide useful approach to assist air travelers with disabilities

Thomas
Download Presentation

WELCOME

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. WELCOME

  2. GOALS • Introduce the Technical Assistance Manual (TAM) as the framework • Outlines passengers’ rights and carriers’ responsibilities under Part 382 • Provides practical examples and quick references

  3. SPECIFIC OBJECTIVES • Provide useful approach to assist air travelers with disabilities • Sources of INFORMATION • Heightened SENSITIVITY and AWARENESS • Enhanced COMMUNICATION skills • Effective CONFLICT RESOLUTION techniques

  4. Specific Objectives (cont’d) • Reinforce understanding of carriers’ legal responsibilities to protect civil rights • Civil rights = basic rights against discrimination • Carriers’ legal obligations v. policies • Civil rights violation - DOT enforcement • Failure to follow carrier policy – different consequences

  5. ORIENTATION How did TAM come about? • Congressional requirement • Two audiences: • Air carrier employees and contractors • Air travelers with disabilities • DOT met with air carriers and disability community

  6. Orientation (cont’d) Why is TAM useful for you on the job? • Delineates competing considerations • Distinguishes Part 382 from carrier policies • Provides quick reference lists and “tips”

  7. Orientation (cont’d) What information does TAM contain? • Chapter 1: Background, Keyword Definitions • Chapter 2: Basics about the Law • Chapter 3: Assisting Travelers in Planning a Trip • Chapter 4: Assisting Travelers At the Airport

  8. Orientation (cont’d) What information does TAM contain? • Chapter 5: Boarding, Deplaning, and During the Flight • Chapter 6: Assisting Travelers with Their Complaints • Chapter 7: Interacting with People with Disabilities • Chapter 8: Alphabetical Index and Part 382 Index

  9. Orientation (cont’d) Appendices I-VI: • Tips for Air Travelers with Disabilities • Management-Related Issues • FAQs • DOT Enforcement Orders Related to ACAA • Copy of Part 382 • DOT Guidance: Service Animals in Air Transportation

  10. Locating Information In TAM -Exercises

  11. Locating Information In TAM Exercise 1 Where in TAM would you find information? • 382.55(a)(2); 382.37(c) • Appendix VI – DOT Guidance on Service Animals: pp. 8-9, 11 • Alphabetical Index and Part 382 Index; Appendices; Chapter 2, Chapter 3, Section D, Chapter 5, Section B, Chapter 7

  12. Locating Information in TAM (cont’d) Exercise 2 Are you permitted to hand-carry this passenger? No.

  13. Locating Information in TAM (cont’d) Exercise 2 (cont’d) Where in TAM would you find information? • 382.39(a)(2) • Alphabetical Index and Part 382 Index; Appendices; Chapter 5, Section C

  14. Locating Information in TAM (cont’d) Exercise 3 Is this passenger a qualified individual with a disability because he weighs over 300 pounds? It depends. Is he entitled to the bulkhead seat? It depends.

  15. Locating Information in TAM (cont’d) Exercise 3 (cont’d) Where in TAM would you find information? • 382.5; 382.38 • Appendix III - Frequently Asked Questions • Alphabetical Index and Part 382 Index; Appendices; Chapter 2

  16. Locating Information in TAM (cont’d) Exercise 4 Where in TAM would you find information? • 382.41(g); 382.41(h) • Appendix I – Tips for Air Travelers with Disabilities • Alphabetical Index and Part 382 Index; Appendices; Chapter 3, Section H

  17. Locating Information in TAM (cont’d) Exercise 5 Must you accommodate this group? Yes.

  18. Locating Information in TAM (cont’d) Exercise 5 (cont’d) Where in TAM would you find information? • 382.33(b)(7); 382.33(c);382.31(c); 382.41(g) • Alphabetical Index and Part 382 Index; Appendices; Chapter 3, Section A

  19. SENSITIVITY AND AWARENESS Why are sensitivity and awareness important? • Passengers with disabilities are valued customers, and they are a growing population • Builds loyalty • Employees and contractors have direct contact with traveling public

  20. Sensitivity and Awareness (cont’d) Why are sensitivity and awareness important? • Customer service is a major responsibility • Customer service differs from legal requirements • Helps distinguish customer service from legal obligations

  21. Introducing Sensitivity and Awareness – Small Group Exercises

  22. Sensitivity and Awareness (cont’d) Pre-exercise Reminder • Legal obligation to protect civil rights • Not “above and beyond” call of duty

  23. Sensitivity and Awareness (cont’d) Exercises – Concluding Remarks • Experiences shape attitudes • Attitudes depend on experiences interacting with people with disabilities • Build on experiences; modify behavior through awareness and sensitivity

  24. Sensitivity and Awareness (cont’d) TAM as a Resource for Sensitivity and Awareness Information Respectful, preferred language: • Use “person first” language • Don’t ask for self-identification • Demonstrate respect for privacy • Avoid asking cause of disability • Don’t make assumptions about conditions and resulting disabilities

  25. Sensitivity and Awareness (cont’d) Appropriate behavior when interacting with people with disabilities • General guidance for language and behavior that conveys respect • Chapter 7 contains useful techniques • Some job functions require greater sensitivity and awareness than others

  26. Sensitivity and Awareness (cont’d) Appropriate communication and behavior when interacting with individuals who • are blind or visually-impaired • are deaf, hard of hearing, or deaf-blind • have mobility disabilities • have difficulty speaking • have disabilities that are not apparent

  27. Communication Introduction • Communication styles vary • Genuine, authentic communication conveys respect • Helping others in the moment – honest communication • Use discretion when applying following language, tips • Each passenger is unique

  28. Communication (cont’d) Challenges of work environment impact communication • Time pressure of flight schedules • Important considerations with serious consequences: safety, terrorism • Linear path of air traveler • Fewer employees, increased job responsibilities • Others

  29. Communication (cont’d) Some ways to enhance communication • Ask expert: air traveler, companion • Make eye contact, be aware of nonverbal signs • Listen first, then formulate response • Be patient • Clarify information • Others

  30. Communication (cont’d) Attitude makes an impression • Assumptions often lead to misunderstandings • Taking things personally may color perceptions • Generate options rather than being adverse • Maintain professionalism

  31. Communication (cont’d) Personal health needs • Self-care outside workplace • Overall health: Mental, physical, emotional • Impact job performance

  32. Communication (cont’d) Start with passenger and ask “How may I assist you?” • TAM contains useful questions • Ask, then listen, and clarify if needed

  33. Communication (cont’d) Share important information • Think about information you need • Safety always a factor • Draw from experience • Refer passenger to TAM • Others

  34. Practicing Communication – Small Group Exercises

  35. Communication (cont’d) Pre-exercise Reminder • Passenger is best source of information • Offer information and options to passenger • Draw from experience, use available resources • Useful exchange of information

  36. Communication (cont’d) Small Group Debrief Exercise 1 • Important considerations to keep in mind • “Prompt return” required under 382.41(f); 382.43(a) • Passenger entitled to use personal wheelchair • Passenger’s autonomy in personal wheelchair greater • Wheelchair retrieval and reassembly time

  37. Communication (cont’d) Exercise 1 (cont’d) • Passenger’s written instructions under 382.41(h) • Passenger’s connecting flight and gate information • Priority stowage for wheelchair under 382.41(f)(2) • Wheelchair ready upon deplaning

  38. Communication (cont’d) Exercise 1 (cont’d) Suggestions for analyzing the situation and exchanging useful information • Ask passenger • Listen without formulating response • Clarify information • Follow written instructions re: wheelchair reassembly • Inform other carrier personnel

  39. Communication (cont’d) Exercise 1 (cont’d) • Check PNR • Consult colleagues about time constraints • Check TAM, Part 382 (382.41(f); 382.43(a)), DOT guidance documents, and carrier policies • If requested, provide copy of Part 382 required by 382.45(d)

  40. Communication (cont’d) Exercise 2 Important considerations to keep in mind • Aircraft dimensions affect wheelchair stowage options • Advance seating assignment system or pre-boarding option • Features of aircraft relevant to wheelchair user • Need for aisle chair for boarding and deplaning

  41. Communication (cont’d) Exercise 2 (cont’d) • Clarify need for other boarding and deplaning assistance • Suggest early arrival at gate • Passenger’s written instructions about disassembly and reassembly of wheelchair under 382.41(h) • Carrier’s web site may contain relevant information

  42. Communication (cont’d) Exercise 2 (cont’d) Suggestions for analyzing the situation and exchanging useful information • Ask passenger • Listen without formulating response • Clarify information • Follow written instructions re: wheelchair reassembly • Inform other carrier personnel

  43. Communication (cont’d) Exercise 2 (cont’d) • Check TAM, Part 382 (382.45; 382.21, 382.33(b)(5); 382.38; 382.40 or 382.40a; 382.41), DOT guidance documents, and carrier policies • Refer passenger to carrier’s web site and Appendix I, via DOT web site • If requested, provide copy of Part 382 required by 382.45(d)

  44. Communication (cont’d) Exercise 3 Important considerations to keep in mind • Each passenger is unique • Ask how best you can assist • Identify accessible method(s) of communication

  45. Communication (cont’d) Exercise 3 (cont’d) • Inform other carrier personnel • Check PNR • Respect privacy of deaf passenger • Be discreet when addressing or referring to her

  46. Communication (cont’d) Exercise 3 (cont’d) Suggestions for analyzing the situation and exchanging useful information • Ask passenger • Listen without formulating response • Clarify information with traveling companion • Consult other carrier personnel • Ask about additional services and accommodations

  47. Communication (cont’d) Exercise 3 (cont’d) • Ask about need for additional services and accommodations • Check PNR

  48. Communication (cont’d) Exercise 3 (cont’d) • Check TAM, 382.23(a); 382.45(b)(1) and (2); 382.45(c); 382.39(b)(5); 382.38; 382.47, DOT guidance documents, and carrier policies. • If requested, provide copy of Part 382 required by 382.45(d)

More Related