Disability Policy

This is the Disability Policy and Procedures of Elizabeth Klanga Director/Trainer/Coach of Make The Shift: Master The Art Of Customer Service, One Day Intensive Training Programme. In this document, “we”, “our”, or “us” refers to Elizabeth Klanga, Director/Trainer/Coach. 

Policy Statement

Elizabeth Klanga Director/Trainer/Coach recognises its responsibilities and legal obligations in ensuring, as far as is reasonably possible, that people with disabilities are afforded equal opportunities with respect to receiving our services, and are not discriminated against for a reason relating to their disability. 

To this end, as a service provider, we will take reasonable steps to:

  • develop training programmes that enable those with disabilities to make use of our services;
  • provide visual and audible aids or services that will assist disabled people to use our services;
  • provide the service by an alternative method where physical barriers make it impossible or difficult for disabled people to use our service.

Elizabeth Klanga Director/Trainer/Coach will take reasonable steps to ensure:

  • recruitment processes do not discriminate for reasons related to disability;
  • opportunities offered for, training are the same for all delegates;
  • a disabled person is not put at a disadvantage because of their disability (e.g. provide access to the building/site of the training programme, reorganise the workshop environment).


Every member of the team is expected, and encouraged, to show consideration towards disabled participants, and to help implement this policy and related procedures. Discrimination on the grounds of disability will not be tolerated.


Service to Delegates

The accessibility of the training programme will be reviewed regularly, and reasonable steps to improve accessibility will be taken. When identifying reasonable steps, the following will be considered:

  • whether taking particular steps would be effective in overcoming the difficulty that disabled people face in gaining access to our training programme;
  • the extent to which it is practicable for the Practice to take the steps;
  • financial and other costs of making the adjustment;
  • the extent of our financial and other resources;
  • the availability of financial or other assistance. 

Visual and Audible aids that facilitate access to disabled patients are highlighted in the practice information leaflet, and include: 

  • external and internal ramps;
  • induction loop;
  • large-print participants guides and information or other alternative formats, on request

Delegates and Clients will be provided with this policy and procedures related to disability and made aware of issues relating to the Equality Act 2010, and the legal obligations of Elizabeth Klanga Director/Trainer/Coach.

Any staff of Elizabeth Klanga Director/Trainer/Coach will not discriminate on the basis of disability and will not treat a participant (or colleague) less favourably for reasons of disability. Staff will be encouraged to:

  • be aware that disabilities take a variety of forms and are not always visible;
  • face participants directly and avoid covering their mouth when speaking to participants (to facilitate lip-reading by patients);
  • ensure the lighting does not put them in shade when speaking to participants;
  • ask the participants or, where appropriate, the person accompanying the patient if they understand the information given to them, and be prepared to use other forms of communication for those with communication difficulties (e.g. write things down if participants have hearing difficulties);
  • move workshop furniture to provide access and comfort for wheelchair users 
  • offer assistance to participants, where necessary, when participants are negotiating steps to the entrance or within the training room, or have difficulty moving around the training room, but not to assume that all disabled participants will want assistance;
  • familiarise themselves with the training room/building emergency evacuation procedures and how disabled participants are helped from the premises;
  • avoid cluttering the training room with obstacles such as bags or boxes;
  • treat all participants with dignity and respect and bear in mind that disabled participants have a right to good service, just like anyone else.

If any delegate or client has any queries about this policy, please contact:

Elizabeth Klanga, Director/Trainer/Coach 


Mobile: 07947522680

Registered Office: 6 Ashridge Gardens, London,

N13 4LA