People with vision loss:Vision loss can restrict someone's ability to read, locate landmarks or see hazards. Some customers may use a guide dog or a white cane, while others may not.
Tips:- When you know someone has vision loss, don't assume the individual can see you. Many people who have low vision still have some sight.
- Identify yourself when you approach and speak directly to the customer
- Ask if they would like you to read any printed material out loud for them (for example, a menu 9or schedule of fees).
People who have hearing loss:People who have hearing loss may be Deaf, deafened or hard of hearing. They may also be oral deaf-unable to hear, but prefer to talk instead of using sign language. These terms are used to describe different levels of hearing and /or the way a person's hearing was diminished or lost.
Tips:- Once a customer has identified themselves as having hearing loss, make sure you are in a well-lit area where they can see your face, and read your lips
- As needed, attract the customer's attention before speaking. Try a gentle touch on the shoulder or wave your hand.
- If your customer uses a hearing aid, reduce background noise or move to a quieter area
- If necessary, ask if another method of communicating would be easier (for example, using a pen and paper).
People who are deaf blind:
A person who is deaf blind has some degree of both hearing and vision loss. Many people who are deaf blind will be accompanied by an intervener, a professional support person who helps with communication.
Tips:
- A customer who is deaf blind is likely to explain to you how to communicate with them, perhaps with an assistance card or note.
- Speak directly to your customer, not to the intervener.
People with speech or language impairments:
Cerebral palsy, hearing loss or other conditions may make It difficult for a person to pronounce words or may cause slurring. Some people who have severe difficulties may use a communication board or other assistive devices.
Tips:
- Don't assume that a person with a speech impairment also has another disability
- Whenever possible, ask questions that can be answered with "yes" or a "no"
- Be patient. Don't interrupt or finish your customer's sentences.
People who have learning disabilities:
The term "learning disabilities" refers to a variety of disorders. One example is dyslexia, which affects how a person takes in or retains information. This disability may become apparent when a person has difficulty reading material or understanding the information you are providing.
Tips:
- Be patient ? people with some learning disabilities may take a little longer to process information, to understand and to respond.
- Try to provide information in a way that takes into account the customer's disability. For example, some people with learning disabilities find written words difficult to understand, while others may have problems with numbers and math.
People who have intellectual/developmental disabilities:
Developmental or intellectual disabilities, such as Down syndrome, can limit a person's ability to learn, communicate, do everyday physical activities and live independently. You may not know that someone has this disability unless you are told.
Tips:
- Don't make assumptions about what a person can do.
- Use plain language.
- Provide one piece of information at a time.
People who have mental health disabilities:
Mental health issues can affect a person's ability to think clearly, concentrate or remember things. Mental health disability is a broad term for many disorders that can range in severity. For example, some customers may experience anxiety due to hallucinations, mood swings, phobias, or panic disorder.
Tips:
- If you sense or know that a customer has a mental health disability be sure to treat them with the same respect and consideration you have for everyone else.
- Be confident, calm and reassuring.
- If a customer appears to be in crisis, ask them to tell you the best way to help
