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  6. Inclusivity training support

Inclusivity training support

7 minute read• Last updated: 7 July 2026

Taking time to train staff in accessibility will help you offer an inclusive tourism or event experience for your customers.

Providing staff with the knowledge of your business’s accessibility policies and procedures, as well as the operation of any accessibility equipment you may have, will improve the customer service they provide and demonstrate to customers that you take inclusivity seriously.

Take a look at some of the inclusivity training and support resources you can use to empower your team and build confidence in inclusive tourism.

In this article:

  • Actions you can take
  • Some key things to know
  • Training resources and support

Actions you can take

  • Share your accessibility information with staff

    Give staff a copy of your key accessibility features, and/or a copy your AccessAble Access Guide, if you have one. Make this part of your staff induction training and any ongoing customer service training.

  • Improve disability awareness

    Improving your team’s understanding of inclusivity and accessibility, and empowering them to be flexible in their approach, will help deliver a quality experience for all customers. Take a look at some of the training courses that are available such as the Disability Essentials online course.

  • Provide equipment training

    Depending on the type of business you operate make sure that all applicable staff are trained and comfortable in the use and testing of any accessible equipment that you provide, eg hearing loops, portable ramps, hoists or vibrating alarms.

  • Identify and train an Accessibility Champion

    An Accessibility Champion is someone within your business who actively embeds accessibility into daily practice, strengthens inclusion, and ensures that every customer, including disabled customers, can enjoy your services with confidence and ease. At their core, they are the driver of access for all, helping colleagues work positively and proactively to deliver an inclusive customer experience. 

    This responsibility usually sits within an existing role, though some businesses may create a dedicated part time or full-time position. Champions can be at any level: from a Managing Director shaping strategy to a Front of House Supervisor leading day to day practice.

    Your Accessible Champion is a visible and knowledgeable advocate for accessibility being embedded into your business – whether that be through driving awareness of legal obligations under the Equality Act 2010, or helping to identify gaps and drive accessible improvements for customers and colleagues.

Some key things to know

A lady with an assistance dog is using a touch screen display by an exhibit

Transport Museum, Glasgow

© VisitScotland / Chris Watt

Whether or not you choose to undertake a formal inclusive training course, your staff need to have an understanding of some common inclusivity scenarios that may arise.

Assistance dogs – acceptance and provision

Your team must be aware of the legal requirement to welcome customers with trained assistance dogs in most circumstances. In addition staff should be aware of:

  • any designated toilet and exercise areas for assistance dogs
  • avoiding petting or feeding assistance dogs without asking the owner first

Find more business guidance on assistance dogs from the Equality & Human Rights Commission.

Emergency evacuation plans (GEEPs and PEEPs)

In the event of an emergency your staff need to know how people who require assistance (customers or staff) should evacuate from your premises. Carry out regular testing of your alarm systems and evacuation drills so staff are familiar with your General Emergency Evacuation Plans (GEEPs) and trained as required in your building’s layout and equipment. Similarly if you have Personal Emergency Evacuation Plans (PEEPs) in place eg for a member of staff with a mobility requirement, staff need to be aware of the procedure and who can assist in the evacuation.

For more advice on GEEPs and PEEPs, request a copy of our Emergency Egress guidance from our Business Enquiry and Support team.

"With deafness, you can’t see the disability so it’s about being aware. When a business gets is right it makes us feel really good, we’ll spread the word and we will return." Janet, deaf customer

Hidden Disabilities Sunflower lanyards

Remember that not all disabilities are visible and communicate this to your staff. The Hidden Disabilities Sunflower lanyard allows customers to share that they have a condition or disability that may not be obvious, and therefore may require assistance, understanding or a bit more time from your staff.

Find out more about the Hidden Disabilities Sunflower.

Relay UK telephone service

Ensure relevant staff are aware of the Relay UK telephone service and are confident in its use. Provided by BT 24 hours a day, 7 days a week, the service relays messages between people who are deaf or have hearing loss using textphones, or visitors with speech impairments, and the businesses they want to contact.

Find out more about the Relay UK telephone service.

Training resources and support

Grant Arms Hotel

© VisitScotland / Allan Myles

Disability Essentials online course

VisitScotland and AccessAble offer an online course which showcases the lived experience of disabled people alongside the legal requirements of accessibility.

Course modules include:

  • what do people mean by the word “disability”
  • types of disability conditions
  • how to provide a great service for all customers
  • language to use

VisitScotland has purchased licences for this course so that it is free for Scottish tourism and events businesses.

You can do the course in your own time. There are short multiple-choice tests at the end of each module and you will get a training certificate upon completion.

Sign up for the Disability Essentials online course.

Welcoming all customers training course

This course can help you improve your customer service for disabled customers.

Participants will learn about:

  • adopting a positive attitude to all customers and anticipating accessibility requirements
  • successful communication styles to identify customer needs
  • the business benefits of accessibility and inclusivity
  • legal obligations and types of discrimination

This is a one-day interactive classroom-style customer service course developed by VisitScotland and Welcome to Excellence, which includes activities, exercises and discussions.

You will also receive a participant’s guide with practical tips and reminders, and an attendance certificate.

The in-house course costs £995 +VAT, for a maximum 16 people, including course materials and the certificate. Trainer travel and accommodation (if required) are additional to the course fee.

Find out more about Welcome to Excellence.

WelcoMe

This web app enables disabled customers to communicate their needs and requirements in advance of arriving at your venue.

It also gives staff real-time accessibility tips on how best to support the disabled customer when they arrive at your business.

Check out more about WelcoMe.

“Training is really important, as staff members often don’t know how to communicate with a deaf person and sometimes shout. Knowing how to communicate effectively or understanding a few basic BSL signs is so helpful.” Janet, deaf customer

Deaf awareness training

British Sign Language (BSL)

Did you know that BSL is recognised as a language and is the fourth most widely used indigenous language in the UK? Help to create a warm welcome for users by training staff in BSL.

Find more information to get you started at the British Sign website.

Deaf Action

Deaf Action offer advice and training to improve customer service for deaf people. They can also advise businesses on equipment and adaptions to better cater for deaf customers.

The courses available are British Sign Language online and in-person, and deaf awareness.

They also offer some simple awareness tips to help improve communication with deaf customers.

Find out more from Deaf Action.

Dementia Friends Scotland

This is free learning initiative offered by Alzheimer Scotland to reduce stigma and raise awareness of dementia. They share simple and practical changes businesses can do to become more dementia friendly.

Find out more from Alzheimer Scotland.

Royal National Institute for the Blind (RNIB)

RNIB offer training and other advice services to help businesses become accessible for people with sight loss.

Find out more from RNIB.

Follow our four-step process to improve your accessibility

Want to make your business more inclusive to all customers, but not sure where to start? Check out our simple four-step process and start your journey today.

Inclusive business improvements

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