General Attitude & Communication

The following tips provide basic guidance for respectful and professional interactions with guests with disabilities.

Principles for Action

Address guests directly	Always speak directly to the person concerned, not to their personal assistant or interpreter. This fosters respectful and self-determined interaction.
Actively offer assistance	Open questions such as "How can I best assist you?" give guests the opportunity to express their individual needs or preferences.
Allow time and attention	Adapt communication to the guest's pace, listen patiently, and allow sufficient time for conversations. This builds trust and makes processes easier for everyone.
Use clear, plain language	Avoid technical jargon where possible and communicate information in a straightforward way. This is particularly helpful for neurodivergent guests, guests with learning disabilities, and guests who are deaf or hard of hearing.
Provide accessible information	Make key documents — such as check-in or registration forms — available digitally and in accessible formats where possible, for example as accessible PDFs, in plain language, or as audio files. This ensures that guests with visual disabilities and other accessibility needs can access information more easily.