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

Underpinning many public health principles, is the social model of disability whereby the challenges faced by some people with disabilities are created by the environment and/or socio-economic circumstances. A social model of disability frames disability as socially constructed, whereas the medical model of disability assumes that the challenges faced by a person with disabilities are due to their individual impairments. Framing disability as socially constructed creates the need for interventions to be provided at an environmental, rather than an individual, level (Law et al., 2013). Article 9 of the Convention on the Rights of Persons with Disabilities (United Nations [UN], 2006) focuses on the issue of accessibility. It highlights the right of those with disabilities to have access to public services, information and other facilities on an equal level with all individuals in society (UN, 2014). However, due to persisting social barriers this basic human right can often be overlooked. According to the World Health Organization's World Report on Disability, an understanding of those with disabilities and their circumstances aids in improving services and removing barriers to participation (Roulstone & Harding, 2013). Law et al. (2013) highlight the importance of this universal design approach, stating that accessibility for those with disabilities is the concern of the establishment providing the service rather than the concern of the person with the disability. Interventions that support collaborative practice between the person with the disability and the environment help to work towards a more inclusive society (Carroll et al., 2018). Current literature shows that in today's busy world, service policies and the availability of trained staff can have a significant impact on the health and participation of those with disabilities (Abbott & McConkey, 2006).