Training on inclusiveness. Why should your staff be trained?
Modern business is not just about profits and KPIs. It is also about comfort and accessibility for all customers. Imagine: a wheelchair user or a deaf customer contacts your company, and your staff falls into a stupor because they don’t know how to serve such people correctly. Does it feel awkward? Yes, it is!
To avoid such situations and make your business truly inclusive, you need to train your team to work properly with people with limited mobility. For this purpose, we have developed trainings and training programs on inclusive service that are available for financial institutions, medical institutions, education, retail, government organizations, and any service business.
Why won’t the staff learn on their own?
That’s a great question! It seems that everyone is an adult and can read the law, google information or watch a YouTube video on their own. But here are some reasons why self-education in inclusion is a utopia.
1. No time
Your employees are already busy with work: clients, documents, deadlines. And training is not just a 5-minute video. It is practice, case studies, understanding how to act in specific situations. They simply will not find time for this on their own.
2. They don’t know what exactly they need to learn
If you try to find information about inclusive services on the Internet now, you will get hundreds of articles. But:
- Some of them are contradictory.
- Many are written in complicated bureaucratic language.
- Information is scattered across different sources.
As a result, people can read something incorrect or miss important aspects altogether.
3. “We serve everyone just fine anyway.”
The most common misconception is that inclusion is simply “being polite.” In fact, there are many nuances:
- How to avoid offending a person by using the wrong term? (Spoiler: “disabled” is not OK.)
- How to help a person in a wheelchair without hurting them?
- What to do if a client has a panic attack or an epileptic seizure?
Without training, this knowledge will not appear on its own.
4. Practice, practice, and more practice
Knowledge is good, but without practicing skills, it is worthless. In our trainings, we model real-life situations:
- Your team will be able to try to communicate with a deaf person.
- They will practice how to act in critical cases.
- Learn how to respond to different customer requests.
5. The law requires it, but few people know about it
Since 2021, Ukraine has had a National Barrier-Free Strategy, and the NBU has already obliged banks to implement inclusive services. Companies can get into trouble with regulatory authorities for non-compliance.
However, 99% of employees do not follow changes in legislation, which means they will not learn this on their own.
What to do?
Instead of waiting for employees to “figure it out” on their own, it’s better to give them clear, structured training. Our trainings are not just theory, but ready-made tools that can be used immediately after the class. Don’t wait for the client to go to competitors who have already implemented inclusion!
What does this training give you?
- Customers will be satisfied – they will receive quality service regardless of their needs.
- Employees will be confident – they will know how to communicate correctly and professionally with each client.
- The company will receive a reputation bonus – and also avoid problems with the law, because inclusion is regulated at the state level!
Why is it important?
According to the Methodological Recommendations of the National Bank of Ukraine, all financial institutions must provide barrier-free services for customers with limited mobility. This means not only ramps and tactile signs, but also trained staff who
- correctly addresses people with disabilities;
- knows the basics of sign language;
- can help a person with a visual or hearing impairment, as well as people with mental disabilities.
What is included in the training program?
- The basics of inclusiveness and legislation – so that your employees know that it is not just a “good tone” but a legal requirement.
- Live cases and practice – how to help a person in a wheelchair, how to talk to a person with autism spectrum disorders, or what to do if a client has an epileptic seizure.
- Communication without barriers – we analyze the most common mistakes in appeals and communication, teach the basics of sign language.
- Customized solutions for your business – we analyze your company and give recommendations for improving accessibility.
Who should take the training?
- Financial institutions (banks, insurance companies, microfinance organizations) – to comply with NBU standards.
- Medical institutions – because patients with MND have the right to affordable healthcare.
- Service sector and retail – from restaurants to supermarkets, where every customer should feel comfortable.
- Educational institutions – teachers and lecturers should be able to work with children and students with special educational needs.
What will your company get after the training?
- Trained staff who do not get lost in unusual situations.
- A positive company image – people love services that respect them.
- No fines or problems with the law – inclusion is already mandatory.
Form of training and cost
We understand that each company has its own characteristics, work schedule, and opportunities for staff training. That’s why we offer two training formats – online and offline – so that your team can be trained in a convenient way.
Online training – convenient, affordable, effective
If you have a distributed team or cannot gather all employees in one place, the online format is the perfect solution.
- The training is conducted in the format of an interactive webinar or a series of online classes.
- Presentations, video cases, tests, and analysis of real-life situations are used.
- You can ask questions to experts and get recommendations for your business.
The cost of online training starts from UAH 20,000.
Offline training – maximum efficiency through live interaction
For companies that prefer face-to-face training, we offer offline training.
- The training takes place directly in your office or at our training center.
- The format allows you to work on practical cases and model real-life situations.
- Live interaction with trainers helps to better absorb the material.
- Participants can immediately test their skills and receive feedback from experts.
The cost of offline training starts at UAH 35,000.
Both training formats are designed so that participants do not just listen to lectures, but gain real skills that will help them work with clients from low-mobility groups confidently and professionally.
Don’t put it off!
A business that cares about accessibility wins not only reputationally but also financially. 70% of customers choose companies that provide quality service for everyone.
Contact GlobalBud Ukraine – we will train your staff to work with all clients professionally and with respect.
