QUICK TIPS SHEET
FOR SUPPORTING CUSTOMERS & EMPLOYEES WITH DISABILITIES
• Ask “Can I help you?” and “How can I help?” Never assume you know how.
• Talk directly to the customer, not their companion, interpreter or support person.
• Communicate with customers in a way that takes into account their disability.
• Use “PEOPLE FIRST” language that puts the person first, not their disability or condition.
• Don’t make assumptions about a person’s abilities; everyone is different.
| PHYSICAL DISABILITIES • Respect personal space & don’t touch assistive devices • Remove obstacles in pathways • Get to eye level when talking to someone using a wheelchair HEARING DISABILITIES • A tap on the shoulder or a wave works to get your customer’s attention • Speak face to face unobstructed & make eye contact to assist with lip reading • Written notes can sometimes be used | VISUAL DISABILITIES • Identify yourself & introduce anyone else present; verbalize your handshake • Offer your elbow to guide the customer • When ending a conversation, say good bye before you walk away MENTAL HEALTH DISABILITIES • Speak in a calm patient manner & make the customer comfortable • If the customer is agitated, ask if a quieter space to talk or time alone would be helpful • Be open to calling back later or rescheduling |
