Communicating with Customers with Disabilities

The Accessibility Standard for Customer Service Standard states that all business must communicate with persons with disabilities in a manner that takes into account the person’s disability. Let’s discuss how take into account a person with a Hearing Loss.

There are many degrees of hearing loss.  As many people age, they develop a hearing loss to a certain degree.  People who have hearing loss may be deaf (a person with profound hearing loss) or hard of hearing (a person with some hearing loss).  People with profound hearing loss may communicate using sign language, while others may use assistive devices such as hearing aids to help them communicate. 

Here are some tips on how to interact with people with a hearing loss.

• Attract the person's attention before speaking. The best way is a gentle touch on the shoulder or gently waving your hand.
• Look at and speak directly to the person. Address them, not their interpreter.
• If necessary, ask if another method of communicating would be easier, for example a pen and paper.
• Don't put your hands in front of your face when speaking.
• Be clear and precise when giving directions, and repeat or rephrase if necessary. Make sure you have been understood.
• Be patient. Communication for people who are deaf may be different because their first language may not be English. It may be American Sign Language (ASL) or Langue des signes québécoise (LSQ).
• If the person uses a hearing aid, try to speak in a quiet area. Background noise can be distracting.

What else can you do to help a customer with a hearing loss feel more welcomed and served?  Do you know someone with a hearing loss??  How can this help you when communicating with them?

If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca 

Communicating with Customers with Disabilities

The Accessibility Standard for Customer Service Standard states that all business must communicate with persons with disabilities in a manner that takes into account the person’s disability. 

Let’s discuss how take into account a person with a Physical Disability.

There are many types and degrees of physical disabilities. Not all physical disabilities require a wheelchair.  People who have arthritis, heart or lung conditions or amputations may also have difficulty with moving, standing or sitting.  Some people develop physical disabilities after an accident or require some assistance temporarily.

Here are some tips on how to interact with people with a physical disability.

• Speak normally and directly to your customer.
• People with physical disabilities often have their own ways of doing things. Ask before you help.
• Be patient. People will tell you what they need.
• Don't touch assistive devices, including wheelchairs, unless it's an emergency.
• Remove obstacles and rearrange furniture so they have clear passage.

What else can you do to help a customer with a physical disability feel more welcomed and served?  Do you know someone with a physical disability??  How can this help you when communicating with them?

If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-579-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca 

Communicating with Customers with Disabilities

The Accessibility Standard for Customer Service Standard states that all business must communicate with persons with disabilities in a manner that takes into account the person’s disability. Let’s discuss how take into account a person with a Speech or Language Disability.

Some people have problems communicating. It could be due to cerebral palsy, hearing loss or another condition that makes it difficult to pronounce words or causes slurring or stuttering.  Others may use a communication board or other assistive device to help them communicate. 

Here are some tips on how to interact with people with a visual disability.

• Just because a person has one disability doesn't mean they have another, don't assume they have an intellectual or developmental disability as well.
• If you don't understand, ask the person to repeat the information.
• If possible, ask questions that can be answered ‘yes’ or ‘no.’
• Be patient and polite. Give the person whatever time they need to get their point across.
• Don't interrupt or finish the person's sentences. Wait for them to finish.

What else can you do to help a customer with a speech or language disability feel more welcomed and served?  Do you know someone with a speech or language disability??  How can this help you when communicating with them?

If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca