Transcript Slide 1

People Helping People
Dated August 13, 2014 – Version 1.0
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Accessibility - Getting Started
VERY IMPORTANT
As you go through this training module – you will see
questions on the bottom of each page - please answer
these questions onto the EMPLOYEE TRAINING FORM
provided to you. You will need to sign and return both
sheets to the office.
This sheet will act as a record for the Government
,
ensuring
that you have completed the required training.
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QUESTION AREA
Accessibility - Introduction
The ACCESSIBILITY FOR ONTARIANS WITH DISABILITIES ACT (AODA)
is a law which was passed in Ontario in 2005.
The Accessibility Standards for Customer Service regulation came into
effect in 2008 – with the purpose to move organizations in ONTARIO forward
on accessibility.
At VINCENZO’s we are committed to creating an accessible
business by removing barriers for these people.
As am Employee of VINCENZO’S you are required to be
trained on how to interact with those Customers who have
disabilities.
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Accessibility - Introduction
Ontario’s New Accessibility Standards aim to give people with disabilities GREAT CUSTOMER SERVICE!
This presentation is to help you better understand how to WELCOME CUSTOMERS
WITH DISABILITIES to VINCENZO’S.
You will learn how to:
• Serve Customers with different kinds of disabilities
• How to help customers who use assistive devices, like wheelchairs or oxygen tanks
• How to welcome customers with service animals, such as guide dogs
• How to help customers who are accompanies by a support person
• What to do when a customer with a disability needs help accessing something in the store.
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PAGE #4 Question: The purpose of learning about Ontario Accessibility is to gain awareness of how to
interact with customers who have disabilities?
ANSWER:
TRUE ______
FALSE ______
Accessibility - Communication
There are many types and degrees of disabilities. Open communication and responding to your
customers needs is KEY to excellent customer service for all. If unsure how to best approach a
situation – just politely ask:
How can I help you?
Tips:
If you need to have a lengthy conversation with someone who uses a wheelchair or scooter, consider
bending down so you can make eye contact at the same level.
Never touch items or equipment, such as canes or wheelchairs, without permission.
If you have permission to move their wheelchair or equipment – do not leave them in an awkward,
dangerous or undignified position, such as facing a wall or in the path of opening doors.
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PAGE #5 Question: You should avoid helping a person with a disability, as it may offend them.
ANSWER:
TRUE ______
FALSE ____
Accessibility
CUSTOMERS WITH VISION LOSS
Tips:
• Never assume the customer can’t see you – many people who have low vision still have
some sight
• Always identify yourself, as staff of VINCENZO’S when speaking directly to these
customers
• Ask if you can assist them by ready store material to them out loud (such as a menu,
label or special sale sign)
• Offer your elbow to guide them if needed
• Always be precise and descriptive when providing directions or instructions.
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PAGE #6 Question: You should always identify yourself as a staff member when asking a customer with
loss vision if you can assist them in any way.
ANSWER:
TRUE ______
FALSE ____
Accessibility
DEALING WITH CUSTOMERS WHO HAVE HEARING
LOSS
You do not need to know Sign Language to communicate with people who have
hearing loss – or deaf. You can still use words – if you follow the following tips:
Once a customer has identified themselves as having hearing loss:
 Make sure you are in a well-lit area where they can see your face and READ YOUR LIPS
 Attract the customer’s attention before speaking by a gentle touch on their shoulder or wave
of your hand
 If customer uses a hearing aid, try moving to a quieter area of the store to communicate
 If you still can’t communicate, try writing your words on paper, or ask them if there is another
method to communicate with them.
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PAGE #7 Question: You do not need to know sign language to communicate with a customer who is
deaf or hard of hearing.
ANSWER:
TRUE ______
FALSE ____
Accessibility
HOW TO DEAL WITH CUSTOMERS WHO ARE BOTH
DEAF AND BLIND?
A person who has both hearing and vision loss will often be accompanied by an
intervener, a professional support person who helps them communicate.
You still are required to be mindful of this and act
accordingly----- Always Ask “How Can I Help in anyway?”
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PAGE #8 Question: It is not necessary to ask if you can help – if customer who is both deaf and blind is
with an intervener.
ANSWER:
TRUE ______
FALSE ____
Accessibility –Speech or Language Disabilities
People with cerebral palsy, hearing loss or other conditions may often have difficulty pronouncing
words or may cause slurring. Some people who have severe difficulties may use a communication
board or other assistive devices.
Tips:
 Don’t assume that a person with speech impairment also has another disability;
 Whenever possible, ASK QUESTIONS that can be answered with a “yes” OR “no”.
 BE PATIENT – never interrupt or finish your customer’s sentences
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PAGE #9 Question: A customer who is slurring their words should be hurried out of the store.
ANSWER:
TRUE ______
FALSE ____
Accessibility
CUSTOMERS WHO SPEAK OTHER LANGUAGES
Our customers are of various ethnic cultures and backgrounds -
When communicating with a customer who’s first language is not
English – Be Patient and respectful - - - - Always speak clearly and
ask questions which can be answered with a “yes” or “no”.
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no question
Accessibility - CUSTOMERS WITH LEARNING DISABILITIES
The term “Learning Disability” refers to a variety of disorders.
One example is DYSLEXIA – which affects how a person takes in or retains information. This disability
may become apparent when a person has difficulty reading material or understanding the information you
are providing.
•
BE PATIENT - with both customers and co-workers who have some learning disabilities and
take a little more time to process information, to understand and to respond.
•
TRY TO PROVIDE INFORMATION in a way that takes into account the person's disability.
•
BE AWARE OF DIFFERENT METHODS TO COMMUNICATE - some people find written words
difficult to understand, while others may have problems with numbers and math. (i.e.: Customer
receipts and invoices )
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PAGE #11 Question: Dyslexia is an example of a disability and should be treated kindly.
ANSWER:
TRUE ______
FALSE ____
Accessibility - Other Disabilities
Other Disabilities which can cause communication
issues are:
Intellectual and development disabilities
Mental Health disabilities
Tips on how to serve these type of Customers:
 Always treat them with the same respect and consideration you have for everyone else.
 Be Confident, calm and reassuring
 Remember; If a customer appears to be in a crisis – ask them to you the best way to help them.
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PAGE #12 Question: If a customer appears in a crisis, you should escort them out of the store.
ANSWER:
TRUE ______
FALSE ____
Accessibility - Customers with Assistive Devices
Customers who use assistive devices?
What is an Assistive Device?
It is a tool, technology or other mechanism that enables a person with a disability to do everyday tasks and
activities, such as communicating, moving, lifting, etc.
Personal assistive devices can include things such as;
Wheelchairs; Hearing Aids, White canes or speech amplification devices
Tips;

You should never touch or hand any assistive device without permission

Never move assistive devices or equipment, such as canes or walkers out of your customer’s reach

Let your customer know about accessible features in the store; such as sliding doors on main
floor; or our accessible washrooms, in Café Area.
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PAGE #13 Question: VINCENZO’s does NOT have accessible washrooms for customers.
ANSWER:
TRUE ______
FALSE ____
Accessibility - Service Animals
How do you interact with a Customer who brings in a guide dog
or other service animal into VINCENZO’S?
Under the Standard, service animals must be allowed on the premises– these service animals are usually
dogs who assist people with vision loss and loss of hearing.
Service animals can alert people who have loss of hearing to oncoming posts, people, cars, etc.
Other Service animals are trained to alert an individual to an oncoming seizure.
Tips:
 Remember that a service animal is not a pet – it is a working animal – AVOID TOUCHING or
ADDRESSING THEM!
 If you are not sure if the animal is a pet OR SERVICE ANIMAL – ask the customer politely.
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PAGE #14 Question: It is okay to touch and pet all service animals which come in the store with a
customer.
ANSWER:
TRUE ______
FALSE ____
Accessibility - Serving Customers
How do you Serve a person who is accompanied by a Support Person?
If you are not sure which person is the CUSTOMER or the Support PERSON – take
your lead from the person using or requesting your goods or services ..
OR …
SIMPLY ASK
Always speak directly to your customer - not to their support person
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PAGE #15 Question: You should always speak directly to the customer – not to their support person.
ANSWER:
TRUE ______
FALSE ____
Accessibility to PRODUCTS
How to assist people with disabilities who need help accessing goods or services
If you notice that a customer is having difficulty accessing something, either goods or services … it’s
ALWAYS important to simply ask:
HOW CAN I HELP YOU?
CUSTOMERS are the best source for information about THEIR NEEDS.
A solution can be simple and they will likely appreciate your attention and
consideration.
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PAGE #16 Question: If a customer looks like they need assistance – always ask if you can help out in
any way.
ANSWER:
TRUE ______
FALSE ____
Accessibility - OVERVIEW
VINCENZO’S IS COMMITTED TO REMOVING THE
BARRIERS
ALL CUSTOMERS SHOULD HAVE THE SAME ACCESSBILITY TO ALL OF OUR
PRODUCTS AND SERVICES.
 Don’t be AFRAID - AVOID or IGNORE that particular customer because
they seem to be having difficulty or have a disability.
 Don’t Treat them any differently!
If you see a Customer who is having difficulty – you should ALWAYS
be asking -
HOW CAN I HELP?
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PAGE #17 Question: At VINCENZO’s we here are to help and should always ask customers with
disabilities… how can I help you?
ANSWER:
TRUE ______
FALSE ____
Congratulations
You have now completed your training on
Accessibility Customer Service –August
2013 – Version 1.0.
Please remember to complete and SIGN the
Employee Form given to you and return to
office.
Thank you!
Management
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