Welcome to The Division of Persons with Disabilities Disability Sensitivity Training Center!

Course Overview
Units 1-2
Units 3-4
Units 5-6
Units 7-8
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Course Overview

Disability Sensitivity Training

The law says that all employees will work in an environment that provides equal opportunities. All employees should be hired, rewarded or reprimanded strictly based on job qualifications and job performance, without regard to race, age, sex, disability, religion, or national origin. But the reality is that discrimination - especially subtle discrimination and harassment - continues to thrive our workplace. It's everyday stereotypes and assumptions about our differences that are the basis for most discrimination claims. This workshop focuses on issues relating to people with disabilities – from the Americans with Disabilities Act (ADA) to conversation etiquette.

Who should take this course?

This workshop is appropriate for all audiences - managers, supervisors, professionals and line staff.

Course Objectives

This course was developed as a collaborative effort to:

  • Provide web based training focusing on disabilities and pertinent issues.
  • Develop awareness for the abilities of persons with disabilities.
  • Create a general awareness about persons with physical and mental disabilities,highlighting similarities as well as differences.
  • Explain techniques and strategies to use when interacting with persons with disabilities.
  • Identify the keys to effective communication with a person with a disability.
  • Describe the key elements of the Americans with Disabilities Act (ADA).
  • Describe the key elements of the Air Carrier Access Act (ACAA).
  • Increase awareness of accessibility issues with practical application.
  • Provide resources for technical assistance regarding disability related issues.
  • How you may benefit from this course.

When you complete this course, you will be able to:

  • Identify situations and behaviors that commonly occur in the workplace as they relate to people with disabilities.
  • Be aware that ADA is based on the same principles as earlier civil rights laws – equal opportunity and access.
  • Recognize improvements your organization’s management can make in communicating compliance procedures and standards throughout the organization.
  • Facilitate discussion around the benefits of proper disability etiquette and appropriate terminology.
  • Demonstrate how to relate and communicate with people with disabilities.
  • Develop an effective listing of disability related resources and information sources for on the job application.
  • Expand your circle of friends to include people with disabilities.


Unit 1 – Americans with Disabilities Act (ADA)

Lesson 1.0 Introduction
Lesson 1.1 Americans with Disabilities
Lesson 1.2 Overview of the ADA

Lesson 1.3 Actions Prohibited in the Workplace
Lesson 1.4 Myths and Facts About the ADA
Lesson 1.5 Questions and Answers
Unit 1 Quiz

Unit 2 – Air Carrier Access Act

Lesson 2.0 Introduction
Lesson 2.1 Planning the Trip

Lesson 2.2 At the Airport
Lesson 2.3 Getting on and off the Plane
Lesson 2.4 On the Plane
Lesson 2.5 Compliance Procedures
Unit 2 Quiz
Unit 2 Assignment

Unit 3 - Disability Eitquette

Lesson 3.0 Introduction
Lesson 3.1 Portrayal Issues
Lesson 3.2 Treating A Person With Dignity
Lesson 3.3 Reception Etiquette
Lesson 3.4 Service Animals
Lesson 3.5 Conversation Etiquette
Lesson 3.6 Interview Etiquette
Lesson 3.7 Practical Assignments
Unit 3 Quiz

Unit 4 - Appropriate Terminology

Lesson 4.0 Introduction
Lesson 4.1 Acceptable Terms
Lesson 4.2 Unacceptable Terms
Lesson 4.3 Access Symbols
Lesson 4.4 People First Language
Unit 4 Quiz

Unit 5 - Relating To People With Disabilities

Lesson 5.0 Introduction
Lesson 5.1 Communication and Disabilities
Lesson 5.2 Conversation Skills
Lesson 5.3 Reception Skills
Lesson 5.4 Do’s And Don’t
Unit 5 Quiz
Lesson 5.5 Practical Assignment

Unit 6 – Communications Skills

Lesson 6.0 Introduction to “The Seven Challenges”
Lesson 6.1 Listening more carefully and responsively
Lesson 6.2 Explaining your conversational intent and inviting consent
Lesson 6.3 Expressing yourself more clearly and completely
Lesson 6.4 Translating complaints and criticisms into requests
Lesson 6.5 Asking questions more “open-endedly” and morecreatively
Lesson 6.6 Expressing more appreciation
Lesson 6.7 Making communication an important part of everyday living
Lesson 6.8 "The Seven Challenges" Chapter Links for additional study
Unit 6 Quiz

Unit 7 – Practical Applications

Lesson 7.0 Introduction
Lesson 7.1 Interviews with persons with disabilities
Lesson 7.2 Interviews with service providers and volunteers
Lesson 7.3 ADA Checklist
Lesson 7.4 Personal Challenge

Unit 8 – Measurement and Evaluation

Lesson 8.0 Introduction
Lesson 8.1 Summary of course objectives
Lesson 8.2 Class evaluation
Lesson 8.3 Final Exam
Lesson 8.4 Class completion certificate


Appendix A A Guide to Disability Rights Laws
Appendix B Resource List