Real situations.
Real confidence.
Practical, scenario-based training for customer-facing teams, built on 17 years of lived and professional experience in theatre, live events and beyond.
01 — Why this training
Staff usually want to do the right thing. What holds them back is the fear of getting it wrong.
Under pressure, that fear turns into hesitation, awkwardness, and poor service for disabled patrons. My training replaces this fear with calm, direct communication by equipping your staff with practical tools drawn from real situations they face every day.
17+
Years' experience
2 hrs
Practical sessions
All
Levels of your team
“I arrive as a customer with a ticket. I have a speech impairment. I ask a question, but you can’t understand me the first time I speak. What do you do?”
Real-life scenarios like this communicate the training faster than any theory.
Two parts.
No lectures.
My sessions are around two hours long, in person, and tailored to your staff and venue. The focus is discussion and problem-solving, never role-play.
Language
An introduction to disability, language and the social model of disability, focused on building confidence.
Real Situations
Discussion and practical problem-solving around the situations your staff actually encounter.
Lived experience, professionally delivered.
Josh Hepple is a trainer, writer and educator with cerebral palsy. His training career began at the Edinburgh Festival Fringe, and over the last 17 years he has worked with organisations from the BFI and Apple to Shakespeare's Globe, alongside teaching at academic institutions.
Let's talk about your team.
Every session is shaped around your venue, your staff and the situations they actually face.
We have worked closely with Josh for a number of years and he has been foundational in helping us make impactful changes to our operation. As a festival of temporary venues in found spaces, accessibility poses significant challenges and Josh's input has proved essential in helping us approach these. Additionally, his training of our festival team and the advice he provides to our companies have helped nurture confidence for our frontline staff and empower our artists in embedding access.
The Pleasance Theatre