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The Disability Services Commission has developed this training package for public authorities to use in staff training. Customer Service. Section Four. This section covers:. Appropriate language Communicating with people with disabilities Communication about people with disabilities

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Presentation Transcript
slide1

The Disability Services Commission has developed this training package for public authorities to use in staff training

customer service

Customer Service

Section Four

this section covers
This section covers:
  • Appropriate language
  • Communicating with people with disabilities
  • Communication about people with disabilities
  • Positive language
  • Disability etiquette
appropriate language
Appropriate language
  • Language reflects and shapes the way we view the world.
  • ‘Putting People First’ – acknowledges the person before their disability.
communicating with people with disabilities
Communicating with people with disabilities
  • Treat people respectfully and with patience
  • Never make assumptions about what a person can or can not do
  • Speak directly to the individual
communicating with people with disabilities cont
Communicating with people with disabilities (cont.)
  • Don’t attempt to speak for an individual or finish their sentences
  • Never ask ‘what happened to you?’
communication about people with disabilities
Communication about people with disabilities
  • Do not define a person by their disability
  • Avoid stereotypes, labels, generalisations and assumptions
  • Avoid words and phrases with a negative

connotation

communication about people with disabilities cont
Communication about people with disabilities (cont.)
  • Avoid focusing unnecessarily on a person’s disability
  • Portray people positively - recognise what they can do
  • Recognise many barriers faced are created by community attitudes and the

physical environment

positive language
Positive language

Examples:

  • Person with a disability
  • A wheelchair user
  • Person with paraplegia
  • Deaf / hearing impaired
  • Person with an acquired brain injury
  • Accessible toilet
  • Accessible parking
disability etiquette
Disability etiquette
  • Ask if, and what, assistance may be required
  • Respect a person’s dignity,

individuality and independence

disability etiquette cont
Disability etiquette (cont.)
  • Treat everyone with respect and courtesy
  • Speak directly to the individual - never speak about the person as if they are not there
  • Don’t be patronising – as if performing everyday tasks is exceptional
resources
Resources
  • Putting People First
  • You Can Make a Difference to Customer Relations for People with Disabilities in Local Government and State Government Agencies – DVD
  • You Can Make a Difference to Customer Relations for People with Disabilities in the Hospitality, Tourism, Retail and Entertainment

Industries - DVD

All available at: www.disability.wa.gov.au