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 @ 416-579-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca