1 Training Managers
2 Introduction European project Gastronomy, accessibility, tourismPartners in Spain, England, Belgium Visual and auditory impairments Accent Gastronomy is a European project centered around tourism, accessibility and gastronomy. This project was established between partners in Spain (Catalnonia), England (South-Yorkshire) and Belgium (Bruges and Hasselt). The aim of this project is to develop a training for waiters in restaurants and cafés, so that they know how to ensure an excellent experience for people with a visual of auditory impairment.
3 Training management The training for the managers is, in comparison to the training for the staff, intended for granting information on how to adjust the restaurant in order to reach and satisfy an additional target group.
4 Introduction Welcome Goal of trainingTarget group : People with a visual and/or auditory impairment Improve awareness in managers Small adjustments to the physical accessibility Small adjustments to the establishment Welcome The coach introduces him/herself, and lets the managers present themselves. The goal of this training is aimed towards a specific (growing) target group of people who have a visual or/and auditory impairment. This training wishes to improve awereness in managers, as to granting information, logistical challenges and interior design and, additionally, to make small adjustments that improve the experience of the customers.
5 Survey – situation as isEvaluation at beginning Awareness of the managers Improve experience In order to check whether the training is succesful, an evaluation at the beginning will assess the level of possibilities to enhance the awareness in managers in order to improve the experience of people with a visual and/or an auditory limitation.
6 Accessibility: what for?Every human being knows what it is to be limited As a child (being too small…) Broken leg Pregnancy Work situations: trolleys, luggage… Getting older and physical impairment …
7 Accessibility: what for?Trend People with disabilities are no longer ‘locked up’ in rehabilitation centers. Ideally, they participate in societal contexts and enjoy life Universal Design Design for all: no pigeonholing, but rather designing in a way that makes everybody happy Antidiscrimination Law (2003) Accessibility is enforceable by law (civilian & criminal court), a guide dog may not be refused access to a restaurant It’s a growing phenomenon that people with disabilities don’t continue to reside within centres and become clients of touristic or recreative establishments. Universal Design: developing concepts that reach an audience of people with and without a wide range of disabilities
8 Target group Visual impairment Auditory impairment
9 Visual impairment: large varietyFrom bad vision (nearsighted, farsighted), limited visibility… to blindness Note: seeing nothing ≠ everything is black! White cane only at certain degree of visibility restrictions, it is taught to use. The guide dog is welcome everywhere.
10 Person with visual impairmentDevices for the client: Magnifying glass or reading glasses to offer to the client while reading the menu Menu in braille or tablet/phone with voice function Possibility to make reservations by phone, text message,… Flexible payment service Difficulties with wayfinding inside the restaurant (bathrooms, tables, exit, etc.)
11 Person with an auditory impairmentGradations: bad hearing to deaf Language not always present Lip reading and/or sign language Uses the phone seldom or never for reservations
12 Person with an auditory impairmentAssistive devices to facilitate communication Text messaging, faxing, internet, mailing is often employed Sign language (which differs from the national language grammatically) Lighting or buzzing alarms instead of auditory alarms in case of emergency or danger Pictograms, icons… to enable orientation indoors Well readable menu, with supplementary pictures and an overview of the menu itself The menu should be clear and descriptive, with additional pictures if necessary, so that excessive conversation and questions can be avoided Explicitely state how to reach your establishment on the website, opening hours and when closed Offer the option to make reservations via the internet
13 Integral accessibilityEverybody Equivalent Independent Everybody should be able to enter an establishment autonomously and equally in regards to people without disabilities. Everybody should be able to enter a restaurant equitably and independently
14 Integral AccessibilityAttainable Enterable Usable
15 Physical accessibilityAttainable The restaurant is attainable by car or bus/metro,… has its own parking space. The entrance is easy to find, and preferably, obstacle-free (minimal amount/no curbs or tresholds…) You can easily enter and enjoy the location Usable Enough space is left in between tables, visual directions to the bathroom are present, no level differences, colour differences between doors – walls- floor, proper lighting, signed emergency exit… It is advised to start asking the manager(s) what they/he/she already adapted in the restaurant in order to improve the experience of this specific target group. According to the response the coach can highlight or skip certain items as mentioned in the checklist.
16 Physical accessibility: entranceEntrance without threshold,, a wide entrance door is important to allow for a person to guide the person with the impairment, glass doors reflect light and exacerbate poor eyesight. Welcoming mats are recognizeable for people with aud. impairment, mats should always be fixated so that they do not propose a risk of falling.
17 Physical accessibility: table areaSpace in between tables ,round tables facilitate communication for people with aud. Impairments Tables are placed near the window
18 Buffet or menu card Menu with further descriptions of recipes, use of large, readable fonts! Self service with descriptions of what is offered, provide service at the seat of the person with vis. Impairment
19 Payment device
20 Signaling The sign indicating the bathroom is clearly visible despite contextual elements Thresholds are indicated and marked Emergency exit is signaled
21 Attitude management & staffVisual impairment: Communication is important: use language; not signs! Ask if you can take the jacket, ask if you need to guide the person to the table. Ask which table is desirable: At the window (light factor) At the bar (attention waiter) Away from the noise (concentration on hearing) Inform verbally where the table is and provide some information about what is on the table Ask to remove candles and flowers if needed Ask if the dog needs water .
22 Attitude management & staffVisual impairment: How do I guide a visually impaired person or blind person? Ask how! Guiding at the arm, elbow or shoulder is enough for the better part. Offer your arm! Be a gentleman! You check for a table for the person to sit and place the hand of your customer on the back of the seat; the customer can move the chair him/herself. .
23 Attitude management & staffVisual impairment: The request to guide the person to the toilet isn’t an attack on your privacy: You can guide your customer to the toilet (ask how), place the person in front of the toilet and tell him where to find the toilet paper, where to wash his/her hands. YOUR task is to see if the toilet is clean, if there is toilet paper,… You can ask whether they can find their way back PS: the blind person doesn’t need an adjusted toilet! .
24 Attitude management & staffVisual impairment: at the table Summarise the menu, propose suggestions Place in a division: do you prefer to eat… …warm or cold? …fish or meat? …salad? Take away excess glasses, flowers, candles, cutlery Take time to say something every time you leave the table, for example: “is everything alright?“, “I’ll pass by in a moment”… Serve the plate and inform how the plate is organized in clockwise fashion: Place meat, fish at the bottom (easier to cut); fillet the fish (optional). Arrange the glass as it should according to etiquette, take excess glasses away. Pour out the drink into the glass and inform where on the table you’ve placed it. .
25 Attitude management & staffPayment: You present the check directly in their hands, tell them what they’ve consumed and how much they owe You receive the money and tell them how much you have received You return the change and tell them the amount If payment is made with a card: guide the customer to the payment device, you place the card and let the blind person enter his code (number 3 is marked) You give them the receipt
26 General information: visual impairmentMimicry says nothing: use of words and intonation in your voice is important! When greeting, you mention your name and function (badges cannot be read) The communication may be slower: don’t fear using words like “see” and “look ” Stand in front of the person you’re talking to Never leave the blind person without saying anything Do not just say “watch out” but describe the dangerous situation Describe the structure of the building: point out obstacles! Pay attention to lighting and background noise
27 Attitude management & staffHearing impairment: less language, more mimicry! Offer a table at the window or any place well lit, preferably a round table (better for mutual communicative gestures) Background noise can be distracting , offer a quit corner Stand IN FRONT of the person you want to communicate with Communicate with the deaf person, not with the guidance Offer the menu, point out where to find what, even if there are suggestions Talk to the person as you would to any customer: not louder, and articulate well. Show first, then talk, or the other way around, not both at the same time! Use your hands to talk, you know more gestures than you think Let the person show what he/she wishes to order
28 Attitude management & staffHearing impairment Point things out, express using your own body language; if that doesn’t work WRITE DOWN Take away distracting things at the table (because of sign laguage) Indicate that you’re going to take away the plate or cutlery: eye-contact, mimicry! If the enterprise does not provide any signs, guide your customer to the toilet. A deaf person doesn’t need an adapted toilet! Pass by the table more frequently, in that way the customer notices you and can ask something if need be In case of fire, the deaf person does not hear an alarm! Go warn him personally!
29 General information: hearing impairmentMimicry/body language is of very great importance Don’t speak louder than you normally do The translator isn’t your conversation partner Be patient if the communication goes slower Tap softly on the auditorily impaired person’s shoulder or wave your hand to get the attention Background noise is distracting because of hearing aids Write down important information, use visual information Show the object first, then tell about it Avoid disturbing environmental noise Ensure that you, as a waiter, are well recognizable (no backlighting!)
30 Checklist & guidelines
31 Parking Show parking facilities on your websiteManagers Personnel X Show parking facilities on your website Minimum 1 parking lot for disabled people Parking lot is clearly signalised with an official traffic sign, marked borders
32 Public transport Marked route planning in advanceManagers Personnel X Marked route planning in advance Information about the accessibility Give information about the local transport (numbers of busses, nearest stop, nearest train station…)
33 Entrance Awareness of accessibility and performance Managers PersonnelX Awareness of accessibility and performance barriers have been eliminated stairs have a continuous handrail
34 Entrance Managers Personnel X Clear contrastful marking on doorsClear light Visibility of the enterprise (name of catering business in big sans serif letters, house number…)
35 Design of physical environmentManagers Personnel X Tables and chairs are clearly distinguishable from the rest of the interior Clear navigation to toilet, exit, bar… Level differences indicated by visual contrast marking
36 Design of tools/equipmentManagers Personnel X Menu in many different versions (digital, paper, verbal, braille…) Interfering objects to the side to facilitate sign language
37 Safety Safety emergency action Alert of safety issues ManagersPersonnel X Safety emergency action Visual fire alarm Clear visual icons Alert of safety issues Candles Hot drinks
38 Questions? Contact details Name Organisation Address Website Phone Feel free to ask!
39 Project partners Catalonia (Spain) Flanders (Belgium)South Yorkshire (England)