1. Accessibility from Another Perspective
ADA Trainer Network
Module 4a
In Their Shoes:
Accessibility from Another Perspective
This module works well with the “Serving Customers” module which includes the “business case” for being welcoming to people with disabilities.
Note: You will need to prepare for this activity ahead of time.
In this activity, participants will think through and discuss how prepared they are to welcome and serve customers with disabilities.
Customer with a VISUAL Disability + -
Using the above as a model, create similar flipchart pages for the following disabilities:
Neurological and brain injury disabilities
Mobility disabilities (uses a wheelchair)
Hearing disabilities/deafness
Visual disabilities/blindness
Developmental disabilities
Post these six flipchart pages around the room. (You may need to be creative to do this, using windows, doors, etc.).
Give each participant two post-it notes. Each participant should get the same 2 colors – 1 to represent a positive trait or something they do well and 1 to represent a negative trait or something they could do better.
Trainer’s Name
Trainer’s Title
Phone Number
/Web Address

2. Disclaimer
Information, materials, and/or technical assistance are intended solely as informal guidance, and are neither a determination of your legal rights or responsibilities under the ADA, nor binding on any agency with enforcement responsibility under the ADA. The Northeast ADA Center is authorized by the National Institute on Disability and Rehabilitation Research (NIDRR) to provide information, materials, and technical assistance to individuals and entities that are covered by the ADA. The contents of this document were developed under a grant from the Department of Education, NIDRR grant number H133 A However, those contents do not necessarily represent the policy of the Department of Education, and you should not assume endorsement by the Federal Government.

3. A look at your business/agency…
Each flipchart page posed around the room shows:
A type of disability
A (+) or (–) column
Each participant has two post-it notes. For this activity, consider how customers with different types of disabilities might view your business/service.
In the (+) column of each flipchart page, use one color post-it note to jot down any action, policy/practice, attitude or physical feature (e.g., ramp) that would make your business/service MORE welcoming and accessible to someone with a disability.
In the (–) column of each flipchart page, use the second color post-it note to jot down any action, attitude or physical feature (e.g., stairs) that would make your business LESS welcoming and accessible to someone with a disability.
To open the activity, put the following into your own words:
In this activity, I would like you to think about your business/agency from the vantage point of someone with a disability. Let’s start by imagining that you are someone with a visual disability who has just entered your business/agency.
On one of the post-it note notes I just handed out, jot down one thing someone with a visual disability would need in order to have a positive experience of your facility or service? After you’ve jotted this down, put your post-it note on the (+) side of the flipchart page marked “Visual Disability.”
Then, on the other post-it note, jot down one thing that would be likely to give someone with a visual disability a negative experience of your business/agency and put your red post-it note on the (–) side of this flipchart page.
Ask participants to go through a similar process for the remaining disabilities given on the other flipchart pages posted around the room.

4. In their shoes…
What were the common themes among the post-it notes in each column?
What does this mean in terms of what businesses/agencies need to do in order to provide customer service for people with this type of disability?
 When participants have completed their post-it notes and placed them on the flipchart pages, debrief this with a discussion. There are two options for facilitating the debrief:
Facilitator-lead (this option is best if you are running short of time). Review all the flipchart pages and post-it notes, noting any common themes or surprising issues. (Facilitator’s tip: When seeing an answer that is off-the-mark, avoid a direct confrontation by simply pointing out alternatives to how the needs of customers with disabilities might be met.)
Small group review (this option takes a little more time, but is more engaging). Break the larger group into six small groups. Give one flipchart page (representing one type of disability) to each small group. Ask small groups to review the positive and negative post-it notes for this disability, focusing on two questions:
What were the common themes among the post-it notes in each column?
What do these suggest in terms of what businesses/agencies can do in order to provide quality customer service for people with this type of disability?

5. Employment and Disability Institute
Northeast ADA Center
Employment and Disability Institute
Cornell University
Dolgen Hall Room 201
Ithaca, New York
Toll-Free : (NY, NJ, PR, USVI)
Telephone
Fax
TTY
Web
The contents of this presentation were developed under a grant from the Department of Education, NIDRR grant number H133 A However, those contents do not necessarily represent the policy of the Department of Education, and you should not assume endorsement by the Federal Government.
Facilitator’s Notes (Slide 4)
National Network: Please insert your center’s contact information on this slide.
Conclude by reminding participants that the training materials were produced by the Northeast ADA Center in collaboration with the National ADA Network. Remind them of the free and confidential technical assistance and other services available from your local ADA Center and from the ADA Centers throughout the country.