customer service - Disability Services Commission

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 disability Communication about people with disability Positive language Disability etiquette

Appropriate language • Language shapes and reflects the way we view the world.

• ‘Putting People First’ – acknowledges the person before their disability.

Communicating with people with disability • Treat people respectfully and with patience • Never make assumptions about what a person can or can not do • Speak directly to the individual • D not attempt to speak for an individual or finish their sentences • Never ask ‘what happened to you?’

Communication about people with disability • • • • • •

Do not define a person by their disability Avoid stereotypes, labels, generalisations and assumptions Avoid words and phrases with a negative connotation Avoid focussing unnecessarily on a person’s disability Portray people positively and recognise what they can do Recognise many barriers faced are created by attitude 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 • Treat everyone with respect and courtesy • Speak directly to the individual and 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 .