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. Training under this standard has to include how to interact and communicate with people that have various types of disabilities. 

Training can also include appropriate terminology.

People all across society have wanted a change in certain terms.  This means that people with disabilities would like terminology that is more positive.  The underlining message with the AODA and all its standards is a focus on differing abilities rather than on deficits in abilities.  It is important to understand language when dealing with customers with disabilities.  There are many types and degrees of disabilities. 

When discussing disabilities, remember these words:

Don't say	Say
the handicapped the invalid patient the disabled	a person with a disability

Remember that a disability can happen to any one at any time.  For some, the disability can happen because of an illness or an accident.  Sometimes, disability is developed as a person ages.  Some people are born with a disability. 

Depending on the situation and the person’s needs, there are a variety ways to make communication more accessible and ensure the message is understood.  Finding the right words can be a daunting experience, but if you aim to stay positive social words, you are going in the right direction. This strategy also works when it comes to training.

Sometimes communication can be made accessible if the needs of people with disabilities are considered in the planning stages of any service.  Using plain, positive language can help make communication easier to read and understand. 

We will be discussing some specific disabilities in the upcoming posts.  This will help all people understand disability and ensure inclusion of all people in all parts of life. 

What is your company or organization doing to the use of appropriate terminology for customers with disabilities?

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