Communicating & Interacting with Customers with Disabilities
There are many types and degrees of physical disabilities - not all require a wheelchair. People who have arthritis, heart or lung conditions or temporary disabilities may have difficulty with moving, standing or sitting. In many cases, it may be difficult to identify a person with a physical disability.
Tips
When you communicate with someone with a physical disability, keep these tips in mind.
When meeting a person using a wheelchair or walker, do offer to shake their hand, even if they appear to have limited use of their arms. This common action of personal contact creates a warm environment for communication.
If the person uses a wheelchair and the conversation is expected to last longer than a few moments, find somewhere to sit down nearby. This enables you to make eye contact on the same level and reduces neck strain for the person having to look up at you.
Don’t make assumptions about a person’s capabilities. Some people can walk with assistance but use a wheelchair or scooter to conserve energy or move around quickly.
Remember that the person’s assistive device is part of his or her personal space. Don’t lean or rest your foot on the wheelchair, walker or other equipment.
Don’t move items or equipment, such as canes or walkers, out of the person’s reach.
Don’t move a person’s wheelchair without permission - moving them without warning can cause the person to lose their balance.
If the person is accompanied by a support person or companion, speak to the person directly. It is annoying and frustrating not to be included in a conversation that involves you.
Familiarize yourself with the location of accessible features located nearby, such as accessible entrances, washrooms, elevators and lifts. Although a student who uses a walker, for example, may be familiar with some parts of campus, he or she may still ask a faculty or staff member the location of the nearest accessible washroom.
When hosting or planning an event, arrange to let attendees know about the location of these features beforehand, for example in event posters or other announcements.
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