Effective Communication with Customers
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Transcript of Effective Communication with Customers
![Page 1: Effective Communication with Customers](https://reader033.fdocuments.in/reader033/viewer/2022052405/58ec65801a28ab80438b4601/html5/thumbnails/1.jpg)
Effective Communication with Customers
Shana Byrd, OTAS
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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?
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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.
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Pre-Quiz
(Don’t worry, we will go over the answers together at the end)
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Physical Disabilities• Hard of hearing• Low Vision• Difficulty walking -
requires mobility equipment (i.e. walker, wheelchair, cane)
• Low endurance• Decreased muscle
strength• Decreased sensation
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Have you or a loved one ever been affected by a physical disability?
What are your experiences with customers who had a disability?
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Wheelchairs• Why would someone be using a
wheelchair?• Do wheelchair users also have a
cognitive disability?
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Store Changes• Popular items on lower shelves• 36 inches between obstacles• Have ramp to cross thresholds• Level surfaces
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Personal Changes• Person-First Language• Empathy vs. Sympathy• Positive Physical Approach
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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?!
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Positive Physical Approach1. Refer to handout – need another
volunteer!2. What do I do next? 3. Practice in groups
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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
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Pre-Quiz – Take 2• What were your answers for the pre-
quiz?• Questions?
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Feedback• Please fill out the feedback form!
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Thank you!