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Improving Communication with Clients
who have Disabilities
by: Christina Fitzpatrick
After reading the title of this article a number of
you may be wondering why I simply did not write “Improving Communication
with Disabled Clients.” My explanation accentuates the biggest mistake made
by society today, for if I wrote “Disabled Clients” that would place the
disability before the client. The number one thing to remember is that the
client comes first, after all a client who has a disability is still first
and foremost a person and deserves to be treated as such.
Many people react in different ways to those who experience disabilities,
some assume they need help and jump in to assist, while others act with
sympathy. Believe it or not, both of those reactions are insulting to your
client.
A person with a disability doesn’t appreciate being treated as incapable and
will likely be offended if you start doing things for them without their
consent. The key thing to remember when you wish to provide assistance is to
ask first, because the individual may not desire your help.
Of course even asking can be done incorrectly, as a number of individuals
foolishly assume that everyone with a disability, to put it bluntly, is
stupid. For instance they will, talk loudly, slowly and annunciate words,
which would be completely unnecessary and unbelievably insulting for a
person who for instance suffers from a loss of movement in their limbs.
As though that isn’t bad enough, those with disabilities have to contend
with people constantly patronizing them or possibly more insulting ignoring
them. How would you feel if everything you said was patronized? Exactly. You
need to listen to what your client says and react suitably.
Also remember you’re serving your client, so you need to address them
directly, even if they have someone else with them. Your client is capable
of expressing their needs and if they are not then the person with them will
provide the necessary information. It’s not your decision as to who provides
the information, it’s your clients and that’s why you should always address
your client directly.
Your client deserves to be treated with dignity and respect and for that
reason sympathy is also inappropriate. Pity is unappreciated by those with
disabilities as many of them so not believe they “suffer” from anything, it
is simply the way they live life.
By following the above guidelines your company should be more capable of
catering to your clients needs. Remember, the most important thing is that
people with disabilities are people first and foremost and as a company you
are responsible for treating them as such.
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