Language & Terminology Snapshot

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Course Overview:

Having the confidence and the knowledge to communicate effectively with a person who has a disability is one of the most important and powerful things we can do to provide a great customer experience.

Many people are worried about causing offence or using the wrong words and methods of communication when they interact with someone who has a disability. Our Learning Snapshot allows you to quickly and easily appreciate the importance of getting your communication right.

The content of this Learning Snapshot has been developed by people who have real life experience in interacting with people who have a disability.

The Learning Snapshot is designed to be a quick point of reference and is ideally suited to remote employees and individuals who need to gain a quick overview of the topic or as a supporting resource alongside our other equality, diversity and inclusion modules.


The aim of this course is to provide the learner with an understanding of how to use the correct language and terminology when communicating with a person who has a disability.

On completion of this course learners will be able to:

  • Explain why it is important to use the correct language and terminology
  • Demonstrate the Do’s and Don’ts of language use
  • Understand what to do in certain situations
  • Identify the correct Terminology that should be used


This course will take approximately 20 minutes to complete.

Further resources are available from the Diversity Document Toolkit. The toolkit contains factsheets, guides, forms and checklists which can support and embed what has been learnt.