Part I – The Basics of Disability Etiquette
- Think Before You Speak
- Dealership example: A customer who uses a wheelchair enters the dealership building, alone, looking for a salesperson. How should the salesperson greet the customer?. It is okay to feel uncertain or uncomfortable. That is a common reaction at first.
- You don’t have to feel awkward when dealing with the person who has a disability. Always speak directly to the person with a disability, not to their companion, aide or sign language interpreter. Making small talk with a person who has a disability is great, just talk to them as you would with anyone else. Respect their privacy. If you ask about the disability, they may feel like you are treating them as a disability, not as a human being. Let the person with the disability volunteer what they feel comfortable sharing. (However, many people with disabilities are comfortable with children’s natural curiosity and do not mind if a child asks them questions).
- Don’t Make Assumptions
- A customer brings a specially modified vehicle in for routine service (oil change.) The customer knows they can make alternative transportation arrangements but your service reps. first response is to refuse the work because they are uncertain about the impact of the service work and meeting customer needs.
- People with disabilities are the best judge of what they can or cannot do. Don’t make decisions for them about participating in any activity. Depending on the situation, it could be a violation of the ADA (Americans with Disabilities Act) to exclude people because of a presumption about their limitations.
- Respond Graciously to Requests
- Dealership example: A customer’s request to provide sales brochures at a lower level on a table to allow easier reach should not be ignored.
- When people who have a disability ask for accommodation at your business, it is not a complaint. It shows they feel comfortable enough in your establishment to ask for what they need. And if they get a positive response, they will probably come back again and tell their friends about the good service they received.
- Ask before offering help
- An elderly customer wants to test their ability in entering and exiting a potential new vehicle they are considering for purchase. It would not be appropriate for the salesperson to assist the person with entering the vehicle, even by opening the door for them.
- Just because a person has a disability just don’t assume they need help. In addition, they may give you specific directions so that they do not get hurt or injure you in the process. Remember everyone wants to be independent so don’t think you are being a hero by helping out if it is not required.
- Never grab someone who uses a cane or crutches to help them
- Your salesperson notices a student athlete struggling to get out of their car independently while reaching for the crutches in the back seat and your first inclination is to assist by reaching for the crutches.
- They may loose their balance. They may use a door or other nearby object for support so be aware of this before removing objects. Always ask before providing assistance.
- When introduced to a person with a disability, it is appropriate to offer to shake hands.
- A veteran enters your dealership and you notice they are missing their right arm so you shy away from welcoming them with a friendly handshake.
- People with limited hand use or who wear an artificial limb can usually shake hands. Shaking hands with the left hand is acceptable. For those who cannot shake hands, touch the person on the shoulder or arm to welcome and acknowledge their presence.
- Service Animals
- During the sales transaction, the salesperson reaches down to pet the golden retriever seated at the customer’s side.
- Some people use their animals to assist them. The animal is not always necessarily identified as a service animal, nor is that a requirement. They are allowed in your business under the ADA. You should never touch, feed, or talk to the animal without permission. They are performing a job. Service animals are generally highly trained and well behaved. You may ask the person to remove the animal if she does not have the animal under her control.
- Deaf People
- A young couple enters your dealership. You notice the woman is using sign language to communicate with the man, and therefore you position yourself to direct all of your attention to the woman. You are assuming the deaf person is not the one to communicate with. This is an inaccurate assumption.
- Before you begin speaking to a person who is deaf or hard of hearing get their attention by waving your hand or tapping on their shoulder. Make sure you look directly at the other person. Do not obscure your mouth while speaking because the deaf person may be able to read lips.
- Rephrase a question or wording if you are not understood the first time. Do NOT shout – it does not help.
- Speech Disabilities or hard of hearing (but not deaf)
- A customer who has had a stroke ask to see your latest sports car. When they communicate they are slow in talking and pronounce words with difficulty. How should you react?
- Give the person your full attention. Don’t interrupt or finish the person’s sentences. If you have trouble understanding them, don’t just nod. Just ask him to repeat. In most cases the person won’t mind and will appreciate your effort to hear what he has to say.
- People of Small Stature
- A customer who is small in height wants to buy a new Grand Prix car but you don’t now how they would drive a vehicle and are hesitant to ask.
- You can ask but realize that short customers only need a cushion and pedal extensions to drive….
- People who are small in stature should be referred to as “little people”. A person is considered small stature if they are less than or equal to 4’ 10” inches.
- They are not children so don’t treat them childlike or as cute.
- Beware of the person’s reach limits. Place things within their reach. Sit at a person’s eye level when speaking to them for an extended time.
- Hidden Disabilities
- Not all disabilities are apparent. A person may make a request or act in a way that seems strange to you. That request or behavior may be disability related.
- Wheelchair users are people, not equipment.
- Don’t lean over someone in a wheelchair. The wheelchair is an extension of their personal space.
Part II – Terminology Tips
- Use Person with a Disability – do NOT use outdated terms such as disabled, crippled, handicapped, victim or sufferer, or physically challenged or differently abled.
- Say wheelchair user – do NOT use outdated terms such as confined to a wheelchair or wheelchair bound.
- Use Deaf – not hearing impaired if the person can not hear at all.
- Talk normally – you can say “see you later” to a blind person, You can say “I’ve got to run” to someone who uses a wheelchair.
- Individuals do have their own preferences if you are not sure what words to use you should ask.
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