Videotel looks to cruise and ferry sector with new training programme

Videotel Marine International has this month expanded its training programme portfolio with the launch of How Can I Help You? Passengers with Disabilities - designed to educate cruise and ferry personnel about how to provide good customer service to passengers with disabilities, as well as the importance of taking appropriate actions in emergency procedures. The training package is available in DVD and accompanying workbook format or as a Videotel interactive computer-based training package.

Says Capt Mike Potts, General Manager, Videotel:

"In the highly competitive cruise and ferry business, meeting customer needs is paramount. In order to deliver superior service to passengers, a ship's crew must first be properly trained and motivated. However, there are still a number of passengers - many with disabilities - for whom the ferry and cruise service experience is far from first class."

How Can I Help You? Passengers with Disabilities illustrates the many issues faced by passengers that require additional support from the crew. By following the journey of three protagonists with different disabilities, the programme points out the need to treat passengers with special requirements with particular care, thereby ensuring that their voyage is a first-class experience and that they feel safe. The first character, Paul, is hard of hearing. By showing interest and asking questions, crew members are able to establish Paul's preferred means of communication and reassure him that, in an emergency, he is safe in their hands. Similar, sensitive approaches by crew members also have a positive effect on the comfort and wellbeing of Linda, who uses a wheelchair, and Margaret, who makes regular ferry trips with her guide dog.

"How Can I Help You? Passengers with Disabilities shows that the most important issue impacting a passenger's overall voyage experience is not necessarily the standard of facilities onboard a ship but the attitude of the crew and how they approach an individual's specific needs," says Capt Potts.

"By highlighting the need to use the correct procedures when dealing with people with disabilities, this new training programme provides valuable assistance to ferry/cruise operators and crews who wish to ensure peace of mind and comfort for all their passengers."

Essential for all crew members, the main topics covered are:

• What is a Disability?
• Communicating with Passengers with Disabilities
• Assisting Passengers with Disabilities on Arrival
• Passengers who are Blind or Partially Sighted
• Passengers who are Deaf or Hard of Hearing
• Passengers with Mobility Impairments
• Passengers with Learning Disabilities
• Passengers with a Speech Impediment
• Attendants
• Assistance Animals
• Emergency Evacuation Procedures
• Raising Disability Issues within your Organisation

Apex 2007 Awards
In recognition of its quality product offering, Videotel has also received a further round of awards, this time at the Apex 2007 Awards for Publications and Excellence. Its Incident Investigation, Analysis & Reporting CBT interactive course won the Award of Excellence in the Multimedia & Interactive Publications category; the Sea News 1 DVD news magazine was presented the Award of Excellence in the Education & Training: Electronic & Video Publications category; and Immersion Suits- A Matter of Life & Death was given the Award of Excellence in the category for Education & Training: Brochures, Manuals & Reports.

To learn more about Videotel and its extensive range of products, visit http://www.videotel.co.uk.

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Note to editors

Photographs to accompany this press release are available at the Dunelm website at http://www.dunelmpr.co.uk/Videotel-Photogallery-NEW.htm. The caption for the photographs reads:

"How Can I Help You? Passengers with Disabilities is an invaluable new training aid designed by Videotel to assist cruise and ferry personnel in providing excellent customer service to passengers with disabilities."