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The Disability Services Commission has developed this training package for public authorities to use in staff training.

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Presentation on theme: "The Disability Services Commission has developed this training package for public authorities to use in staff training."— Presentation transcript:

1 The Disability Services Commission has developed this training package for public authorities to use in staff training

2 Customer Service Section Four

3 This section covers: Appropriate language Communicating with people with disabilities Communication about people with disabilities Positive language Disability etiquette

4 Appropriate language Language reflects and shapes the way we view the world. ‘Putting People First’ – acknowledges the person before their disability.

5 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

6 Communicating with people with disabilities (cont.) Don’t attempt to speak for an individual or finish their sentences Never ask ‘what happened to you?’

7 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

8 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

9 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

10 Disability etiquette Ask if, and what, assistance may be required Respect a person’s dignity, individuality and independence

11 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

12 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:

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