Accueillir les clients en situation de handicap
Un accueil inclusif, une attention qui change tout
Accueillir une personne en situation de handicap, c’est avant tout reconnaître ses besoins avec respect, naturel et professionnalisme. Cette formation vous aide à offrir un accueil de qualité, inclusif et bienveillant, adapté à chaque situation, tout en valorisant l’image de votre établissement.
Vous découvrirez les différentes formes de handicap (visibles ou invisibles) ainsi que les obligations légales et les principes d’accessibilité propres à l’hôtellerie. À travers des situations concrètes, vous apprendrez à ajuster votre communication verbale et non verbale, à accompagner sans infantiliser et à adopter une posture juste, empathique et sans jugement.
En anticipant les besoins logistiques et relationnels, vous serez en mesure de garantir un accueil fluide, respectueux et professionnel, reflet des valeurs d’inclusion et de qualité de service de votre établissement.
Quel est le contenu de la formation “Accueillir les clients en situation d’handicap” ?
Cette formation est organisée autour de ces 5 thèmes principaux :
- Connaître les différentes formes de handicap (moteur, sensoriel, psychique, cognitif, etc.)
- Comprendre les obligations légales et les principes d’accessibilité dans l’hôtellerie
- Adapter sa communication verbale, non verbale et son comportement
- Identifier les besoins spécifiques et accompagner sans infantiliser
- Expérimenter des situations concrètes pour ajuster sa posture au quotidien
Our training courses are based on active, immersive teaching methods rooted in real life. Each topic is explored through scenarios directly related to the participants' jobs, facilitating immediate application in their daily professional lives.
We also incorporate film clips, educational games, examples of good/bad practices, and explanatory videos to promote awareness, emotion... and a little humor, because we learn better when we can breathe. Learning is supported by a variety of materials: illustrations, practical fact sheets, summary cards, guided exercises, questionnaires, and operational documents that can then be used in the field.
Finally, the emphasis is on each person's successes and strengths, in order to boost confidence, motivation, and the desire to progress throughout the course.
What are the objectives and methods for assessing the skills acquired?
À l’issue de cette formation vous serez en capacité de :
- Reconnaître les situations de handicap visibles ou invisibles
- Adopter un comportement adapté et respectueux selon chaque typologie de handicap
- S’adresser à la personne concernée avec naturel et sans jugement
- Anticiper les besoins logistiques et relationnels pour un accueil fluide
- Représenter positivement l’établissement par une qualité d’accueil inclusive
Progress is monitored throughout the program thanks to a structured, action-oriented approach that includes:
- A self-assessment grid completed at the start and end of the training course. Participants evaluate their confidence level for each targeted skill. This step-by-step assessment allows them to immediately see their progress and areas for improvement.
- Operational objectives defined at the end of each sequence. Participants identify the specific actions they intend to implement, ensuring the transfer of skills to their job.
- Regular practical application: case studies, guided exercises, simulations, and role-playing to verify real understanding and lasting mastery of skills.
This assessment tool provides a clear and measurable overview of the participant's progress, both in terms of their level of proficiency and their confidence in applying their skills in a professional setting.
Who should attend?
Cette formation est réservée au personnel d’accueil, de l’hôtellerie, restauration et au service client.
The disability advisor can help you adapt the course to suit your needs. The materials and equipment required to carry out the assessments can be adapted.
For all registration requests:
Contact us by phone at 01 47 20 31 46 or via the contact form, and one of our advisors will respond within 48 hours.
An individual meeting with one of our advisors will allow you to:
- to verify that the training meets your needs,
- to clarify your career path,
- and to determine the most suitable session dates.
Access times:
Selon vos disponibilités : nos sessions sont ouvertes en continue, pour les sessions collectives, le démarrage est confirmé à partir de 4 inscrits, l’inscription est possible jusqu’à deux semaines avant la première session.
Training dates and locations
Training courses are available throughout the year, either in person (at your premises or in our dedicated rooms in Levallois, depending on the agreed arrangement) or remotely via Microsoft Teams or any other videoconferencing tool compatible with the internal constraints of your organization and our training organization.
For e-learning courses, we use our Learnybox platform, which can be accessed from a computer, tablet, or smartphone (equipment required for training). The content includes videos, interactive exercises, online resources, SCORM modules, downloadable documents, and training materials.
Our training courses can be taken individually or in groups.
In group sessions, training is provided for a minimum of 4 participants and a maximum of 12 participants in order to guarantee personalized support, rich exchanges, and careful monitoring of practical application.
Contact us for upcoming training dates and locations near you.
Our training courses are led by specialized coaches and trainers, each of whom is an expert in their field (management, sales, customer relations, etc.). With their hands-on experience, they provide a detailed understanding of operational realities, business challenges, and situations that participants may encounter.
Their approach combines practical experience, active teaching methods, and mastery of facilitation techniques: role-playing, structured debriefings, educational games, video analysis, and immediately actionable operational insights.
They support participants with kindness, high standards, and a genuine results-oriented culture, transforming each learning experience into lasting skills.
Rates & financing
How much does this course cost?
You can contact one of our training consultants to discuss your training project and find out more about the fees for this course.
How can this training be financed?
We offer several financing solutions:
- Personal training account (CPF)
- Skills Operators (OPCO)
- France Travail
- Your company's skills development plan
Why choose Inéa Conseil?
Inéa Conseil is a training training organization recognized for its expertise in management and skills development. Since 2008, we have trained over than 2 000 people a year, including employees of major companies and private individuals. Our innovative teaching methods, including video learning and filmed scenarios, guarantee an enriching and effective learning experience.
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In short, Inéa Conseil is :
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- 16 years of experience: Discover our history
- Field studies and case studies
- Performance improvement workshops
- Individual, results-oriented coaching, with a review and ongoing support.
- Innovative teaching tools
- My Coach" mobile learning application
- Certifying e-learning sessions for distance learning at your own pace
- Expert trainers and coaches
- Face-to-face training in Paris and throughout France
Discover
our online training platform
DISABILITY
Accessibility for people with disabilities: online or face-to-face PMR-accessible program. Give us a call so that we can guide you according to your disability.
Olivier Jacob, disability consultant: 0147203146 - contact@ineaconseil.fr
Learn in a fun way with film clips
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