Better communication on the cards at EMR

East Midlands Railway has teams up with a national disability partnership to launch a set of cards which aim to help customers quickly communicate what extra support or consideration they require when they travel.

The EMR TALK cards have been created using guidelines provided by Communication Access UK – an initiative developed in partnership by charities and organisations that share a vision to improve the lives of people with communication difficulties.

Examples of the messages on the cards include ‘Where are the toilets?’ ‘Please face me and speak clearly’ and ‘I have a disability, please be patient’ – plus many other prompts.

The reverse of the cards has a section for the customer to include their name and an emergency contact number –  should they wish to.

Dave Meredith, customer service director at EMR, said: “Good communication means not just talking but also listening and understanding what others say to us.

“Our customers might have a tough time asking questions, naming things, or seeking help, and others may have trouble speaking clearly, making it hard for others to understand them.

“We train our staff to make sure they understand these issues and these cards are another helpful way we can make sure our customers get the support they require.

“They allow travellers the option to use a quick visual prompt for help and we look forward to hearing from the people using them to see how they get on.”

Steve Jamieson, chief executive of the Royal College of Speech and Language Therapists, said: “Communication difficulties are often invisible, making encounters with train staff more challenging.

“These simple cards, and the Communication Access UK training, should help to ensure that EMR staff know to give some customers that extra bit of time and space to communicate in their own way.

“This is a small change for staff, which could make a big difference to the millions of people in the UK who have difficulty communicating.”