Customers with Visual Disabilities

Visual disabilities include individuals who are not able to see as well as others, may have limited 
sight, or sight that is distorted.

- Simply ask the person if you may be of assistance.
- Clearly state who you are as you approach the person.
- If you need to move to another area, offer to serve as a guide by offering an arm allowing the person to hold your arm and lead by walking slightly in front.
- When you offer a seat, place the individuals’s hand on the chair back or arm and then move away.
- If you need to leave the area, let the individual know.
- Offer written information in large print, audio tapes, or a disc formatted for braille.
- Have a signature guide template available for the individual to sign necessary paperwork. This can be done by cutting out a window on an index card.
- A dog in a harness is a working animal.  Do not do anything that would distract the dog from the job i.e., petting or playing with the dog.


Customers with Auditory/Hearing Disabilities

Individuals with an auditory disability may not be able to hear at all while others may be able to 
hear a small amount.  Many individuals will use hearing aids, read lips, and/or use sign language.

- If the individual does not tell you, then ask -- either verbally or in writing -- how you should communicate with them.
- Gain the person’s attention before you begin to talk by gently waving your hand or lightly touching the individual on the shoulder.
- Always use a “normal” volume of voice, do not shout.
- If the person asks you to speak to them, but repeatedly has trouble understanding what you are trying to communicate, try writing the message down.
- If the person is going to read your lips, speak slowly and clearly.  Use your hands and body movements if it helps get the point across.  Do not look down and continue to speak; remember the person needs to be able to see your face to communicate.  Never cover your mouth when speaking.



Customers with Mobility Disabilities

A variety of disabilities may make it difficult for the person to stand for prolonged periods of time or 
move around.  People may use assistive aides like canes, walkers, scooters, or wheelchairs.

- Make sure the route to your office is accessible.
- Offer to open heavy doors.
- Have a clipboard available in case the person cannot get to a writing surface, i.e., table, desk.
- Consider the wheelchair as an extension of the person’s space.  Never lean on the chair.
- Use everyday phrases.  It is okay to say, “I will be running along,” or “Let’s walk over to the cafeteria together,” to someone who uses a wheelchair.
- Put yourself at eye level with the person, by coming from around your desk and sitting down so they do not have to constantly look up toward you.



Customers with Verbal Expression Disabilities

Some people have difficulty expressing themselves.  This may be related to physical production of 
speech that results in not being understood quickly or easily.  A cognitive impairment may also lead 
to difficulty with word finding, speaking about certain topics, or an inability to speak at all.  

- Concentrate on what the person is trying to say.
- When the person pauses in speech, indicate what you understand; if you do not comprehend something, let the person know, i.e., “Your name is Mary, but I did not understand the rest of what you said.”
- The person may have to repeat what they said a number of times before you understand.  Try writing the message down if they cannot be understood.
- Avoid completing the person’s thoughts or sentences.
- Try to meet in a quiet and distraction-free area.
- Try not to show any feelings or frustration during the interview process.



Customers with Thinking/Learning Disabilities

An individual may have difficulty with learning because of problems associated with memory, 
attention, concentration and other cognitive skills.  Some people are born with a disability such as 
mental retardation, while others may experience problems later in life as a result of an accident 
injury, such as a brain injury, or due to an illness like bipolar disorder.

- Repeat the information or questions more than once if the person does not seem to comprehend what is being said.
- Rephrasing information or a question is another way to assist an individual with this type of disability to understand.
- Ask the person to paraphrase what is understood to help clarify what additional information is needed.
- If the person has trouble paying attention, while speaking to them or at work, eliminate any distractions and move so you are closer to and/or within the individuals line of vision and hearing.
- If possible, give the person adequate time after the meeting to make decisions.