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Service Complice: la formation offerte par Kéroul

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Service Complice: la formation offerte par Kéroul

Stéphanie Gélinas, coordonnatrice de la formation et formatrice, Kéroul, Montréal, Québec, Canada

Service Complice est un programme de formation sur l’accueil et le service aux personnes handicapées et les personnes âgées offert aux employés d’entreprises touristiques et culturelles. Ce cours est donné par des formateurs à capacité physique restreinte et est adapté aux besoins de ses clients en fonction des tâches accomplies par leurs employés.
Ce programme de formation a été lancé en 1983 par Kéroul, un organisme sans but lucratif dont la mission est de faire la promotion du tourisme et de la culture accessibles aux personnes à capacité physique restreinte.


Abstract of paper to be presented at Destinations for All Summit 2014 in Montreal http://www.destinationsforall2014.com/en/

Published in: Travel
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Service Complice: la formation offerte par Kéroul

  1. 1. Service Complice: la formation offerte par Kéroul Stéphanie Gélinas, coordonnatrice de la formation et formatrice, Kéroul, Montréal, Québec, Canada Service Complice est un programme de formation sur l’accueil et le service aux personnes handicapées et les personnes âgées offert aux employés d’entreprises touristiques et culturelles. Ce cours est donné par des formateurs à capacité physique restreinte et est adapté aux besoins de ses clients en fonction des tâches accomplies par leurs employés. Ce programme de formation a été lancé en 1983 par Kéroul, un organisme sans but lucratif dont la mission est de faire la promotion du tourisme et de la culture accessibles aux personnes à capacité physique restreinte. Cette formation est certifiée par Emploi Québec (organisme provincial qui offre des services de placement et de l'information sur le marché du travail) et par le Conseil québécois des Ressources Humaines en tourisme (un forum provincial responsable des stratégies de développement des ressources humaines dans le tourisme). Le cours est aussi reconnu par Tourisme Québec (organisme provincial faisant la promotion du Québec comme destination touristique). Les objectifs de la formation sont:  De développer des compétences en matière d’accueil et de service à la clientèle du personnel de l’industrie touristique et culturelle qui travaillent auprès des personnes handicapées et des personnes âgées;  D’améliorer la qualité des services offerts aux personnes handicapées et aux personnes âgées. Une particularité de ce cours est que les formateurs sont des personnes à capacité physique restreinte. D’être en contact avec une personne ayant un handicap lors de la formation aide les participants à se sentir plus à l'aise avec cette clientèle ainsi que de mieux comprendre leurs besoins. Une autre caractéristique novatrice de cette formation est son adaptation aux différents types de services. Les besoins du client ainsi que les responsabilités des employés formés sont analysés. Il existe plusieurs modules disponibles. La formation de base est d’une durée de 3h30 pour un groupe de 10 à 20 personnes. Si les employés doivent apporter une aide physique ou, par exemple, transférer une personne handicapée, un module supplémentaire sur le transfert et les techniques d'assistance est ajouté. De même, si la formation est pour le personnel des compagnies aériennes, un module sur la manipulation des fauteuils roulants est ajouté. Voici les différents modules :  Agents de voyage : 10 heures ;
  2. 2.  Les gestionnaires de musée : 7 heures ;  Les gestionnaires d’entreprises touristiques : 7 heures ;  Les agents de bord : 7 heures ;  Transport : 7 heures ;  Étudiants (toutes disciplines confondues) : 3 heures :  Restauration : 4 heures. Le cours de base comprend:  La clientèle et le marché ;  Description de la clientèle ;  Perceptions et attitudes ;  Accueil et assistance techniques (pour les personnes ayant une déficience motrice, visuelle, auditive ou de la parole) ;  Exercices pratiques. Depuis 1983, plus de 20 000 personnes ont été formées.
  3. 3. Welcoming Ways, the training offered by Kéroul Stéphanie Gélinas, coordonnatrice de la formation, Training Coordinator, Kéroul, Canada Welcoming Ways is a training course in hospitality and customer service for those working with persons with disabilities and seniors. This course is given by persons with restricted physical ability, and is adapted to different markets and services according to the tasks of the personnel. This training course has been launched in 1983 by Kéroul, a non-profit organization whose mission is to make tourism and culture accessible to people with restricted physical ability. The training is certified by Emploi Québec (the provincial agency offering services for job placement and labour market information) and by the Conseil québécois des ressources humaines en tourisme (a provincial forum responsible for human resources development strategies in tourism. The course is recognized by Tourisme Québec (the provincial destination marketing organization). The objectives of the training are:  To develop the hospitality and customer service skills of culture and tourism industry personnel who work with persons with disabilities and seniors;  To improve the quality of services offered to persons with disabilities and to seniors. A special feature of the course is that the trainers are persons with restricted physical ability. Simply being in contact with a person with disabilities during the training helps the participants feel more at ease with these clients, as well as understand their needs. An other innovative feature of this training course is its adaptation to different type of services. The client's needs and the responsibilities of the employees being trained are analyzed. There are several modules available. The basic training is a 3h30 course for 10 to 20 individuals. If the participants' duties require them to provide physical assistance or, for instance, transfer a person with disabilities, an additional module on transfer and assistance techniques is added. Similarly, if the training is for airline personnel, a module on handling wheelchairs is added. Travel Agents 10 hours Museum Managers 7 hours Tourism Managers 7 hours Flight Attendants 7 hours Transportation 7 hours Students all fields 3 hours Restaurants 4 hours
  4. 4. The basic course covers: - The clientele and the market; - Description of client groups; - Perceptions and attitudes; - Hospitality and assistance techniques (for persons with motor, visual, hearing or speech impairments); - Practical exercises. Since 1983, over 20,000 people have been trained.

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