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