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Dementia Compassion in Catering & Hospitality

Safeguarding  

Dementia Compassion in Catering & Hospitality

Dementia Compassion in Hospitality equips staff with practical skills and empathy to support customers living with dementia, creating safe, inclusive, and welcoming hospitality experiences.

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Course Details

Dementia Compassion in Hospitality is designed for hospitality staff. This course provides practical knowledge and human-centred skills to support customers living with dementia, as well as their carers and families.

Whether you are serving meals, guiding customers through your venue, or offering a quiet seat and a cup of tea, your interactions can shape someone’s day and even their dignity. This training goes beyond awareness; it focuses on empathy, safety, inclusion, and practical strategies to create dementia-friendly environments where all customers feel welcome and respected.

Using scenarios, reflective activities, and accessible communication techniques, learners will gain confidence to handle complex interactions, reduce confusion and conflict, and uphold legal and ethical responsibilities while promoting comfort, autonomy, and joy for every customer.

This course is ideal for front-of-house staff, supervisors, duty managers, and customer service professionals in the hospitality industry.

Course Aims

By the end of this course, learners will:

  • Understand what dementia is, its different types, and how it progresses.
  • Recognise the impact dementia can have on communication, behaviour, and customer interaction.
  • Learn practical strategies to communicate respectfully and clearly with customers experiencing confusion or distress.
  • Identify and implement changes in physical spaces to make venues more dementia friendly.
  • Build inclusive customer journeys that support both people with dementia and the carers who accompany them.
  • Respond to difficult behaviour with calm, compassion, and appropriate de-escalation techniques.
  • Understand the legal responsibilities of hospitality staff in safeguarding and inclusion under the Equality Act 2010.
  • Develop confidence in handling real-world situations with dignity and empathy.

Course Objectives

The objectives of this course are:

  • Explain what dementia is, including types, symptoms, and progression.
  • Recognise how dementia differs from normal ageing.
  • Identify common behaviours and challenges in hospitality settings.
  • Communicate clearly and respectfully with customers affected by dementia.
  • Support confused or distressed customers calmly and compassionately.
  • Adapt environments to improve comfort, navigation, and safety.
  • Assist and include carers with empathy and discretion.
  • Provide flexible, inclusive service options.
  • De-escalate difficult situations with dignity.
  • Understand legal duties and safeguarding responsibilities.

Course Curriculum

  • Introduction
  • Types of dementia
  • What is dementia?
  • Stages and progression of dementia
  • Common symptoms and their impact in hospitality settings
  • Dementia myths versus facts
  • Key role

  • Communication and behaviour
  • How dementia affects communication and behaviour
  • Verbal and non-verbal strategies
  • What to do when someone appears confused or distressed
  • Scenario 1: Ordering at the counter
  • Scenario 2: Asking for help
  • Language tips and scenario questions

  • Recognising and adapting physical spaces
  • Noise considerations
  • Lighting considerations
  • Signage considerations
  • Layout and flow considerations
  • Designing welcoming customer journeys

  • Looking after people
  • Recognising and assisting accompanying family/carers
  • Ways to assist carers discreetly and supportively
  • Empathy in action
  • Inclusive customer service
  • Reflective scenario: Supporting a carer and a customer with dementia

  • Understanding the behaviour
  • When and how to de-escalate
  • Legal and safeguarding responsibilities
  • Team roles and escalation pathways
  • Summary

  • Conflict, safety, and ethical considerations 10 Assessments

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Jennifer J.

Business Owner 23rd September 2025

Excellent, informative course.

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Related Organisations

Dementia UK
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