Transcript Slide 1
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 Positive language Disability etiquette 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 • 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.) • Don’t attempt to speak for an individual or finish their sentences • Never ask ‘what happened to you?’ 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.) • 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 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 • Ask if, and what, assistance may be required • Respect a person’s dignity, individuality and independence 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 • 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