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Coffee Times Chats - By Subject - General

Please select a subject then to see details of a chat, click the title.

An Introduction to Laughology (CT35)

(Subscribers Only)
Laughology is a serious subject and so is the importance of attitude when dealing with disabled people. Research shows that 65% of the general public would not go to the help of a disabled person. The reasons given for this were fear of doing the wrong thing and fear of litigation if they do help and concerns about making matters worse because they don’t know what to do. Laughology will help staff be positive and feel confident and with AccessChamp training will ensure they establish rapport with disabled guests.
Department: Reception, Conference and Banqueting, Concierge and Porter, Food and Beverage, Housekeeping, Kitchen, Accesschamp
Subject: General

Asking open questions (CT22)

(Subscribers Only)
Questioning skills are an important skill in every member of staff. We use questions all day long to find out what is going on in the hotel. However, learning good questioning skills is not only a good selling skill it also helps you find out more about the needs of guests, what they have been doing and much more. There are also closed questions that will have the answer yes or no. The skill that needs to be developed is knowing when and how to use both open and closed questions.
Department: Reception, Conference and Banqueting, Concierge and Porter, Food and Beverage, Housekeeping, Kitchen, Accesschamp
Subject: General

Introduction to Laughology - Pattern Breaking (CT40)

(Subscribers Only)
This is the last coffee time chat about Laughology and it looks at how we get used to doing things in the same way. Humans can be creatures of habit e.g. having the same things to eat, playing the same or similar music, the way we do our hair (men) and whether we drink tea or coffee. When we are using FLIP it is about changing the patterns or habits that we get into and doing things differently. So if in the past we have had a fear about helping a disabled person we need to break that pattern so that it is no longer an issue.
Department: Reception, Conference and Banqueting, Concierge and Porter, Food and Beverage, Housekeeping, Kitchen, Accesschamp
Subject: General

Introduction to Laughology 3 – Focus (CT37)

(Subscribers Only)
Laughology is a serious subject and so is the importance of attitude when dealing with disabled people. In this session Stephanie Davies, who created Laughology, talks about the F of FLIP. It stands for focus. Too often people focus on what you can’t do such as walking, seeing or hearing. If a member of staff sees someone with a disability they might feel sorry for them. However, that person might be lucky to have had a narrow escape and they have already been told they will make a full recovery. They are looking at a positive outcome. Stephanie recommends we always focus on the positive with disability and focus on what people can do.
Department: Reception, Conference and Banqueting, Concierge and Porter, Food and Beverage, Housekeeping, Kitchen, Accesschamp
Subject: General

The Business Case 1 (CT1)

(FREE)
This training session looks at the size of the market for attracting disabled guests and their carers, partners and/or family members. The market is huge and must be one worth attracting to your business.
Department: Reception, Conference and Banqueting, Concierge and Porter, Food and Beverage, Housekeeping, Kitchen, Accesschamp
Subject: General

The Business Case 2 (CT2)

(Subscribers Only)
This is the second coffee time chat that looks at the value of the market for disabled guests. It features Ross Calladine, Business Support Manager at Visit England who is responsible for attracting more disabled people to England. He also talks about what he would do if he had a magic wand.
Department: Reception, Conference and Banqueting, Concierge and Porter, Food and Beverage, Housekeeping, Kitchen, Accesschamp
Subject: General

The Business Case 3 (CT3)

(Subscribers Only)
In this training session we are looking at the potential of visitors from overseas and the size of the market worldwide. It shows the market opportunity for your business and why this training is so important as happy disabled guests are likely to return again and possibly again with more members of the family.
Department: Reception, Conference and Banqueting, Concierge and Porter, Food and Beverage, Housekeeping, Kitchen, Accesschamp
Subject: General

The Equality Act 4 (CT7)

(Subscribers Only)
Here we look at the last training session on The Equality Act. Pam Kenworthy looks at the situation with hotel staff under The Equality Act. The first example is a bi-sexual waiter that is being bullied by other staff about his sexuality and secondly is about a chef that wears a turban.
Department: Reception, Conference and Banqueting, Concierge and Porter, Food and Beverage, Housekeeping, Kitchen
Subject: General, Legal

The I of FLIP is Imagination (CT39)

(Subscribers Only)
This is the fifth in a series of six coffee time chats about Laughology and it is about the imagination we use in difficult situations. In this training session we look at imagination and how we can use this to solve problems that might relate to situations for disabled people e.g. reserving a car parking space in a certain name, from a certain time so it is ready for the disabled guest’s arrival.
Department:
Subject: General

The L of FLIP is Language (CT38)

(Subscribers Only)
This is the fourth in a series of six coffee time chats about Laughology and it is about the language we use. So in your hotel do you have disabled or accessible toilets. In the opinion of AccessChamp disabled toilets do not work. In this session we look at a range of language terms that relate to disability. Are they suitable/acceptable and what are the better alternatives? For example people don’t suffer from something they have the disease or impairment.
Department: Reception, Conference and Banqueting, Concierge and Porter, Food and Beverage, Housekeeping, Kitchen, Accesschamp
Subject: General

The Principles of FLIP (CT36)

(Subscribers Only)
Laughology is a serious subject and so is the importance of attitude when dealing with disabled people. Laughology will help staff be positive and feel confident and with AccessChamp training will ensure they establish rapport with disabled guests. In this session Stephanie Davies, who created Laughology, talks about changing situations for the better.
Department: Reception, Conference and Banqueting, Concierge and Porter, Food and Beverage, Housekeeping, Kitchen, Accesschamp
Subject: General