People Helping People Dated August 13, 2014 – Version 1.0 1

Accessibility - Getting Started VERY IMPORTANT QUESTION AREA, 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. 2

Accessibility - Introduction The ACCESSIBILITY FOR ONTARIANS WITH DISABILITIES ACT (AODA) is a law which was passed in Ontario in 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., 3

Accessibility - Introduction Ontario’s New Accessibility Standards aim to give people with disabilities - GREAT CUSTOMER SERVICE! 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 ______ 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. 4

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? PAGE #5 Question: You should avoid helping a person with a disability, as it may offend them. ANSWER: TRUE ______ FALSE ____ 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. 5

Accessibility CUSTOMERS WITH VISION LOSS 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 ____ 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. 6

Accessibility 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 ____ 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. 7

Accessibility 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 ____ 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?” 8

Accessibility –Speech or Language Disabilities PAGE #9 Question: A customer who is slurring their words should be hurried out of the store. ANSWER: TRUE ______ FALSE ____ 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 9

Accessibility CUSTOMERS WHO SPEAK OTHER LANGUAGES no question 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”. 10

Accessibility - CUSTOMERS WITH LEARNING DISABILITIES PAGE #11 Question: Dyslexia is an example of a disability and should be treated kindly. ANSWER: TRUE ______ FALSE ____ 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 ) 11

Accessibility - Other Disabilities Other Disabilities which can cause communication issues are: Intellectual and development disabilities Mental Health disabilities PAGE #12 Question: If a customer appears in a crisis, you should escort them out of the store. ANSWER: TRUE ______ FALSE ____ 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. 12

Accessibility - Customers with Assistive Devices Customers who use assistive devices? PAGE #13 Question: VINCENZO’s does NOT have accessible washrooms for customers. ANSWER: TRUE ______ FALSE ____ 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. 13

Accessibility - Service Animals How do you interact with a Customer who brings in a guide dog or other service animal into VINCENZO’S? PAGE #14 Question: It is okay to touch and pet all service animals which come in the store with a customer. ANSWER: TRUE ______ FALSE ____ 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. 14

Accessibility - Serving Customers How do you Serve a person who is accompanied by a Support Person ? PAGE #15 Question: You should always speak directly to the customer – not to their support person. ANSWER: TRUE ______ FALSE ____ 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 15

Accessibility to PRODUCTS How to assist people with disabilities who need help accessing goods or services PAGE #16 Question: If a customer looks like they need assistance – always ask if you can help out in any way. ANSWER: TRUE ______ FALSE ____ 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. 16

Accessibility - OVERVIEW VINCENZO’S IS COMMITTED TO REMOVING THE BARRIERS ALL CUSTOMERS SHOULD HAVE THE SAME ACCESSBILITY TO ALL OF OUR PRODUCTS AND SERVICES. 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 ____ If you see a Customer who is having difficulty – you should ALWAYS be asking - HOW CAN I HELP?  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! 17

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 18