Arriva Case Study

Arriva North East has become the region's first travel provider to complete Get Deaf Aware training.

We were approached by Arriva North East after they realised that their frontline staff were unable to confidentially communicate with deaf and hard of hearing customers. Following an initial discussion regarding specific training needs and expectations, Arriva chose some of their staff to undertake Get Deaf Aware face to face training.

Delivered by a professional qualified trainer, Arriva staff were able to develop their understanding of deaf awareness and significantly improve the skills needed to positively communicate with a deaf customer. The hands on approach of GDA face to face training allowed the staff to undertake role play exercises and engage with practical examples of how deaf customers would try to communicate with them. The training was a huge success and staff at Arriva North East are proud to call themselves deaf aware. Look out for the ‘We are Deaf Aware’stickers on Arriva buses!

we recognise the importance of training frontline staff to deal with the specific needs of each customer. We now have eight 'Deaf Aware Champions' who can ensure that Arriva maintains first class customer service for people who are deaf or have a hearing loss.

Our staff have a newfound confidence because they know exactly what they need to do to communicate effectively with a deaf person and, going forward, they will be able to pass on what they have learned to their colleagues."

Tony Hart, Talent and Development Manager at Arriva North East