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 Developmental or Intellectual Disabilities.

People with intellectual or developmental disabilities may find it hard to do many things most of us take for granted.  These disabilities can mildly or profoundly limit their ability to learn, socialize and take care of their everyday needs.  You may not be able to know that someone has this disability unless you are told.

Here are some tips on how to interact with people with developmental or intellectual disabilities:

• Don't assume what a person can or cannot do.
• Use plain language and speak in short sentences.
• Make sure the person understands what you've said.
• If you can't understand what's being said, just ask again.
• Provide one piece of information at a time.
• Be supportive and patient.
• Speak directly to the person, not to their companion or attendant.

What else can you do to help a customer with developmental or intellectual disabilities feel more welcomed and served?  Do you know someone with a developmental or intellectual 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