Page 104 - DENG401_Advance Communication Skills

Unit 4: Working with Customers

4.8 Working with Customers with Disabilities Notes

As we all know that a disability is the lack of physical or mental ability relative to some
standard or norm. Impairment is a condition that falls short of disability, but still affects people
in some way.

Did u know? According to the U.S. Bureau of the Census, over 50 million Americans have
disabilities or impairments, so you are likely to work with customers who have one or the
other.
A customer calls and reports that she is organizing a group of travelers in wheelchairs and wants
to meet with you to discuss accessible travel.
1. Speak slowly and clearly: You know that Speak calmly, slowly, and distinctly to people
who have hearing problems or difficulty understanding. Stand directly in front of the
person and use gestures to help you communicate. Allow people with speech impairments
to finish what they are saying. Don’t talk for them, complete their sentences, or interrupt.
Ask questions that permit short answers or a nod of the head.
2. Maintain eye contact: Look directly at any person with a disability when talking, even if
the person has an interpreter or companion present. When having a conversation with
someone in a wheelchair, try to sit at eye level with the person. You will both feel more
comfortable and communicate more freely.
3. Let them set the pace: When walking with a person who is physically or visually impaired,
allow them to set the pace. If the person asks for or accepts your offer of help, don’t reach
for their arm or hand. Extend your arm instead and let them take hold of you. Be careful
about talking while you walk. Some people have difficulty breathing or need to concentrate
on their movement rather than chatting with you.
4. Always ask first: Ask people with disabilities if they need or want help before trying to
assist them. If they want assistance, ask for specific instructions on how you can be helpful.
Don’t push a wheelchair without first asking the occupant’s permission. Don’t take offense
if the other person rejects your offer of assistance.
5. Use appropriate language: The guiding principle for unbiased language is to maintain the
integrity of individuals as whole people by avoiding language that implies that a person
as a whole is disabled (such as “a disabled person”); equates people with their condition
(such as “epileptics”); has negative overtones (such as “stroke victim”); or is regarded as a
slur (such as “gimp” or “cripple”)
To use bias-free language consistently, avoid messages that exclude, stereotype, or offend others.

Caselet Telephone etiquette when talking to customers
with disabilities

n January 2009, the Americans with Disabilities Amendments Act went into effect,
expanding opportunities for the 56 million Americans with disabilities. The act amends
Ithe original 1990 law to recognize more disabilities that affect “one or more major life
activity,” such as learning disorders and other cognitive impairments. Even without the

Contd...

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