Assisting a Disabled Customer Take a Test

· Always remember that a customer's wheelchair is part of their space.

Leaning on a person's wheelchair may be considered annoying.

· When talking to a person in a wheelchair, get to their eye level.

· Talk directly to the person in the wheelchair (don't fall into the "Does he take Sugar" trap)

· Do not grab the back of someone's wheelchair to push them along.

· Don't be afraid to offer help but don't be offended if people refuse. Most people with disabilities do not require any extra help

(the commonest reason for requiring help is a restrictive environment).

· Remember that it is your responsibility to look where you are going when pushing a wheelchair.

As with pushing a pram, look out for bumps and uneven surfaces.

· Wheelchairs with small front wheels can stop suddenly if care is not taken when pushing over uneven surfaces.

· If the customer has a spinal injury, they may not be able to feel their feet and legs. Take care to ensure that the footrests are in the correct position. Additional care is needed when going over uneven surfaces.

· Bed/table blocks can be slipped under a bed/table to raise the height for wheelchair users.

· If you are unsure what to do - Ask

Communicating with blind and partially sighted people -

· Never assume total blindness, or that, because a blind person can see some things, they can see everything.

· Look out for visual signs - white canes, guide dog, lapel badge. A red band on a white cane denotes sight and hearing impairment.

· Say who you are and speak at a normal volume.

· Talk naturally, don't talk down to the customer

· When assisting give clear verbal commentary of what is happening and what obstacles are ahead (e.g. the approach of steps or stairs).

· Be careful to give clear verbal directions, be aware of your usual reliance on non-verbal communications - speak the information or directions, don't point at them!

· Make sure you say when you are leaving, otherwise the customer could find themselves talking to an empty space.

· Information/menus written in large print will assist a large number of customers.

· A cassette or information/menus etc. written in Braille can be an aid to more detailed communication.

· You should be willing to read the menu without embarrassment to a customer who is blind.

Communicating with deaf and those that are hard of hearing -

· Make sure you have the customer's attention before speaking.

· Speak clearly, don't mumble and don't exaggerate your lip movements.

· Speak a little more slowly than usual, allowing the customer more time to take in what you are saying.

· Use common and quite short words where possible.

· Be aware that the listener needs to look at your face as you talk so that they can read your lips, if required. Keep your head up and don't turn away.

· Always try to position yourself so that your face is well lit.

· Always try to keep your hands away from your face. Eating, chewing gum and smoking hinder effective lip reading.

· Background noise can make it very difficult for people who use a hearing aid. It can block out and drown what you actually want to hear.

· Concentrate when listening. Thy to minimise distractions.

· Speak up but don't shout (it will distort your speech) - don't forget clarity is more important than volume (this equally applies to all customers with disabilities).

· Ensure that the customer understands the subject at the beginning of the conversation. Don't change the subject without warning.

· Do not worry if you are not immediately understood. Thy rephrasing your sentence, cut out any jargon, long or unusual words.

· Write things down if necessary.

· Always address the person not their friend or carer.

· Use technology where appropriate (e.g. computers, minicom, etc.).

For full information e mail info@macwilliam.co.uk