Effective Communication with Customers

Shana Byrd, OTAS

Occupational TherapyOT is used in a variety of settings to help

improve the daily lives of individuals.

• How can this apply to retail?• What should you take away from this

presentation?

Take-Aways• Demonstrate the positive physical

approach during role-play activity.• List 3 ways to better communicate with

customers who have a disability.• Describe 3 ways to arrange the store to

increase independence of customers.

Pre-Quiz

(Don’t worry, we will go over the answers together at the end)

Physical Disabilities• Hard of hearing• Low Vision• Difficulty walking -

requires mobility equipment (i.e. walker, wheelchair, cane)

• Low endurance• Decreased muscle

strength• Decreased sensation

Have you or a loved one ever been affected by a physical disability?

What are your experiences with customers who had a disability?

Wheelchairs• Why would someone be using a

wheelchair?• Do wheelchair users also have a

cognitive disability?

Store Changes• Popular items on lower shelves• 36 inches between obstacles• Have ramp to cross thresholds• Level surfaces

Personal Changes• Person-First Language• Empathy vs. Sympathy• Positive Physical Approach

Approaching Customers• Let’s see how you would do in a

wheelchair with the current set up of the store.

So, how are we supposed to approach?!

Positive Physical Approach1. Refer to handout – need another

volunteer!2. What do I do next? 3. Practice in groups

What can we do for:• Hard of hearing• Low Vision• Difficulty walking -

requires mobility equipment (i.e. walker, wheelchair, cane)

• Low endurance• Decreased muscle

strength• Decreased sensation

Pre-Quiz – Take 2• What were your answers for the pre-

quiz?• Questions?

Feedback• Please fill out the feedback form!

Thank you!