Foundation Course Captain Albert PDF

FOUNDATION COURSE CAPTAIN ALBERT Surfing the Age-Wave! This FOUNDATION COURSE is designed for professionals and businesses who serve older adults in the marketplace, aiming to enhance their understanding of becoming age-friendly service providers who respect and sup...

FOUNDATION COURSE CAPTAIN ALBERT Surfing the Age-Wave! This FOUNDATION COURSE is designed for professionals and businesses who serve older adults in the marketplace, aiming to enhance their understanding of becoming age-friendly service providers who respect and support the needs of older adults. With practical examples and actionable tips, this course ensures you will have the knowledge base needed to offer compassionate and responsive engagement to your mature clientele. Welcome Meet Captain Albert The Cruisers Meet! Martin and Renu Share with Captain Albert Pearl, Mary and Richard Share with Captain Albert Captain Albert Reflects Reflection Invitation FOUNDATION COURSE: Learning Summary KNOWLEDGE CHECK STUDY NOTES END ITEM 1 of 11 Welcome Empathy is our most powerful tool in creating a supportive and inclusive community. Rho nda Latreille, CEO , Age Friendly Business®, Canada “ Welcome back! In this final session I would like to introduce you to Captain Albert, the Captain of the Cruise Line. ” Rick (Your Course Narrator and Guide) C O NT I NU E ITEM 2 of 11 Meet Captain Albert Mastering Customer Service “ Albert is the captain of the cruise ship that is sailing the Mediterranean. This Cruise line understands the importance of serving their customers well, and the entire fleet of ships has made the commitment to become members of the Age-Friendly Business Alliance. The staff members working on each ship have successfully completed the Age-Friendly Business Foundation course. And each ship proudly displays the Age-Friendly Business Alliance, purple wave of service excellence.” Rick (narration) “ I am very proud of my team and all we have implemented since joining the Age-Friendly Business Alliance. I'm convinced our learning has put us in a league above the rest.” - Albert C O NT I NU E ITEM 3 of 11 The Cruisers Meet! Creating an Age-Friendly Environment "Renu and her husband Paul, Martin and Elaine, Pearl and Keisha, Mary and Richard are all sitting at the same table in the formal dining room. They are commenting on the uniqueness of this cruise and how exceptional the service, environment and experience has been for each cruiser. As they sit down to eat, they noticed that the menu is presented in a traditional leather jacket and are pleasantly surprised to notice a magnifying sheet discreetly attached to the back of the menu. If needed, they could simply position the magnifying sheet over any page they wish to read. What a nice touch. Additionally, they also notice that the inside spine of the menu holds a small pen light to help illuminate the menu without disturbing the ambience in the room. " Rick (Narration) C O NT I NU E ITEM 4 of 11 Martin and Renu Share with Captain Albert Physical Accessibility “ Captain Albert visits their table to ask how they are enjoying the cruise so far. Martin tells him that he switched travel agents and his new travel agent  recommended this cruise line because it was part of the Age-Friendly Business Alliance and it offers excursions with wheelchair accessibility. He is going to share this with the national and international MS associations.” Rick (narration) Communication “ Renu tells the captain how she appreciates the announcements on the PA system being clear and that the important information is repeated carefully and put in writing. All the crew staff look at her directly when they speak so it is easy to read their lips when she doesn't have her hearing aids in. Renu offers her thanks for putting a big “S” on the shampoo bottle and a big “C” on the hair conditioner. Joking that she doesn't need to take your glasses into the shower just to read the labels. ” Rick (narration) C O NT I NU E ITEM 5 of 11 Pearl, Mary and Richard Share with Captain Albert “ Pearl tells Capt. Albert how much she appreciates that there is a safe vestibule for her walker in every dining room in cafeteria, as well as grab bars in the bathrooms and non-skid surfaces throughout the ship. Keisha comments on how she doesn't have to scout ahead to clear away obstacles that her mother could potentially trip over.” Rick (narration) “ Mary comments on how tasty the food is. She isn't reaching for the saltshaker. Capt. Albert is pleased that she noticed and lets them know how their chefs review all their recipes to see how they can reduce the salt and sugar and instead use more herbs and spices. They also make salt substitutes available at each table.” Rick (narration) “ Richard appreciates the lever door handles; how all the chairs have good arms for support, and how everything is easy to open and manipulate. Above all, everyone comments on how each staff member takes the time to deal with them as individuals, to speak to them with genuine interest and sincere respect. They let Albert know that when customers feel cared about and listened to, they react positively. Making the effort to offer kind and sensitive service improves a business's bottom line and is a win-win for everyone.” Rick (narration C O NT I NU E ITEM 6 of 11 Captain Albert Reflects Role of Team Members “ Capt. Albert shares that he is very proud of their commitment to offer an age- friendly environment and tells them that staff morale has increased significantly. The staff recognize how they can use this information in their personal lives. And they have a better understanding of some of the changes and challenges we all experience as we age. Most of all, he and his staff have started to challenge and question some of their own stereotypes about aging. They now think about their own assumptions, the jokes they laugh at, and even the birthday cards that they buy.” Rick (narration) Until you understand your customers deeply and genuinely you cannot truly serve them. Rasheed O gunlaru C O NT I NU E ITEM 7 of 11 Reflection Invitation Successful people are always looking for opportunities to help others. Unsuccessful people are always asking "what's in it for me". Brian T racy Moving Forward "Captain Albert summed it up really well, don't you think? Imagine for a moment (and then write down) what it will be like in your own work environment when everyone has a better understanding of these issues and you experience firsthand the appreciation from your customers and the recognition and rewards from your community. How will this make a difference in the success of the company you work for? And most importantly, how do you think your community will benefit? Why don't you take a moment here to reflect on the most important message you've received from our time today? " Rick (narration)  "To Reflect is to Grow." - Patrick Lennon C O NT I NU E ITEM 8 of 11 FOUNDATION COURSE: Learning Summary "We are all on this journey. And if we want our society to view and respond to aging in a more respectful and positive manner, we have to take the responsibility to make the changes now. This has been quite the journey for Renu, Martin, Pearl, Mary, Richard and Albert. And we hope this course has been a great journey for you as well.  We have heard it said that The Longest Journey is really the journey from our head to our heart. And it is our sincere wish that the time you have spent with this course has helped you make this important connection between your head and your heart to change forever how you view aging and to help you serve your customers even better. Changing the way we think about aging and changing how we serve an aging society may seem like a big job. But it doesn’t have to be. We all have a role to play and each of us can make a difference. Through understanding and awareness we can challenge our fears and misconceptions about aging. And when we take our new awareness with correct strategies and tools, well we can create an experience that is truly memorable and life affirming for everyone. Your customers, your workmates, your family, your friends and you. The famous artist Vincent van Gogh once said that “Great things are done by a series of small things brought together”. Let’s all commit to a series of small things, and together we can create great things on our world!" Rick (narration) Here is a short summary of knowledge and actionable skills highlighted in this course for your reflection. By applying these principles, you can create a more inclusive and supportive environment for older adults. Consider communit y impact. Recognizing how your actions affect the community can drive meaningful change. Value t eamwork. Recognize the importance of collaboration in overcoming challenges. Recogniz e t he value of an age-f riendly environment. It enhances both staff morale and customer satisfaction. Challenge personal st ereot ypes about aging. Reflect on assumptions and jokes that may be harmful or dismissive. Underst and cust omers deeply f or ef f ect ive service. Genuine understanding leads to better support and care. Small det ails make a dif f erence. Simple changes can significantly improve user experience. Priorit iz e comf ort and convenience. Features like lighting and magnification can make a big difference. Recogniz e t he value of t raining st af f in age-f riendly pract ices. This enhances service quality and customer satisfaction. T ake pride in your t eam's achievement s. A motivated team can significantly impact customer experiences. Embrace part nerships like t he Age-Friendly Business Alliance. They can elevate your business's reputation and service standards. "It has been my pleasure to have been with you on this journey of learning and discovery. At Age-Friendly Business, we believe that people of all ages deserve a place in our communities and in our businesses, where they are welcome, acknowledged, safe and respected. And when this happens, everybody wins. Thank you for making this a reality." Rick (narration) Respect is rooted in recognizing and honouring each individual's dignity. Rho nda Latreille, CEO , Age Friendly Business®, Canada C O NT I NU E ITEM 9 of 11 KNOWLEDGE CHECK ITEM 10 of 11 STUDY NOTES ITEM 11 of 11 END Thank you for completing the course!