Enabling the Disabled<br />Customer Service Workshop<br />
Ground Rules<br />
Definitions<br />INDIVIDUAL WITH A DISABILITY: is an individual who has a physical or mental impairment that substantially...
Laws Protecting Individuals with Disabilites<br />Civil Rights Act (1964): Frames groundwork for equal rights for the Amer...
Census Information <br />Buying power $220 billion<br />9.3m individuals with sight/hearing impairment<br />21.2m individu...
Activity	<br />Write down the first thing you observe about each subject. <br />
Results and Observations<br />What did you observe in each picture?<br />What was obvious?<br />Reason for activity<br />
Overall Advice for Servicing with Consumers with Disabilities <br />During Conversation<br />Eye Contact<br />Treat as you...
Activity on Intellectual Disabilites<br />Draw the animal stated on the next slide.<br />
DUCK<br />
Consumers with Intellectual Disabilities<br />Be as descriptive as possible<br />Speak in short sentences<br />If you do n...
Wheelchair Activity<br />
Customers Confined to a Wheelchair <br />Make sure there are elevators and ramps in the parking lot and throughout the sta...
Activity	<br />Closed Captioning<br />
Customers with Impaired Hearing <br />Closed Captioning<br />Sign Language <br />When conversing, speak slowly and enuncia...
Marketing <br />Individuals with disabilities have preferences, emotions and habits that drive consumer behaviors the same...
Promotions Done By Various Teams<br />May 8, 2010- First annual “Autism Awareness Day” at CitiField, home of the New York ...
Conclusion and Questions<br />
References<br />(2011). Retrieved May 22, 2011, from jjs list : http://www.jjslist.com/<br />Dr. Higgs Lecture Notes, 2011...
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Individuals with Disabilities Workshop Presentation

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For my Sport Diversity Class, one of the assignments was to present a workshop to the class. I had to inform my employees (classmates) about how to deal with guests who have a disability.

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Individuals with Disabilities Workshop Presentation

  1. 1. Enabling the Disabled<br />Customer Service Workshop<br />
  2. 2. Ground Rules<br />
  3. 3. Definitions<br />INDIVIDUAL WITH A DISABILITY: is an individual who has a physical or mental impairment that substantially limits one or more major life activities, has a record of impairment, or is regarded as having such impairment (The Office of Equal Employment Opportunity, 2011). <br />PHYSICAL OR MENTAL IMPAIRMENT: is any physiological disorder or condition, cosmetic disfigurement, or anatomical loss affecting one or more of the following body systems: neurological, musculoskeletal, special sense organs, cardiovascular, reproductive, digestive, respiratory, genitourinary, hemic and lymphatic, skin, and endocrine, or any mental or psychological disorder, such as mental retardation, organic brain syndrome, emotional or mental illness, and specific learning disabilities (The Office of Equal Employment Opportunity, 2011) . <br />
  4. 4. Laws Protecting Individuals with Disabilites<br />Civil Rights Act (1964): Frames groundwork for equal rights for the Americans with Disabilities Act<br />Rehabilitation Act (1973): employment opportunities in programs receiving federal assistance<br />The Americans with Disabilities Act (1990/2008): Eliminates discrimination for individuals with disabilities <br />Reasonable Accomodations Include: <br />Make reasonable modifications in policies, practices and procedures<br />Must be able to accomodate dogs and service animals<br />Able to access facilities at all times<br />*If the product or service is altered or unreasonably expensive, the change does not need made.<br />Examples<br />CONSISTENTLY BE SURE STADIUM OR FACILITY IS COMPLIENT WITH ALL LAWS REGARDING ACCOMODATIONS!<br />
  5. 5. Census Information <br />Buying power $220 billion<br />9.3m individuals with sight/hearing impairment<br />21.2m individuals with physical disability<br />12.4m individuals with mental or emotional illness<br />
  6. 6. Activity <br />Write down the first thing you observe about each subject. <br />
  7. 7.
  8. 8.
  9. 9.
  10. 10.
  11. 11. Results and Observations<br />What did you observe in each picture?<br />What was obvious?<br />Reason for activity<br />
  12. 12. Overall Advice for Servicing with Consumers with Disabilities <br />During Conversation<br />Eye Contact<br />Treat as you would any other customer<br />Ask Questions<br />Let them tell you what they need<br />Write it down<br />Body Language<br />Use your hands while you speak<br />Personal space<br />Never touch an individual with a disability without them asking you to assist them.<br />Patience<br />Do not rush customer<br />
  13. 13. Activity on Intellectual Disabilites<br />Draw the animal stated on the next slide.<br />
  14. 14. DUCK<br />
  15. 15.
  16. 16. Consumers with Intellectual Disabilities<br />Be as descriptive as possible<br />Speak in short sentences<br />If you do not immediately know what your customer is trying to ask or tell you, ask them to repeat themselves.<br />Pretending makes it worse.<br />Provide one piece of information at a time<br />
  17. 17. Wheelchair Activity<br />
  18. 18. Customers Confined to a Wheelchair <br />Make sure there are elevators and ramps in the parking lot and throughout the stadium. <br />1% of the seating is accessible to individuals with disabilities, and is accompanied by a chair for a companion. <br />When speaking with a customer confined to a wheelchair, be sure to be on eye level with the customer and do not speak just to the companion.<br />NEVER touch their wheelchair <br />
  19. 19. Activity <br />Closed Captioning<br />
  20. 20. Customers with Impaired Hearing <br />Closed Captioning<br />Sign Language <br />When conversing, speak slowly and enunciate all words. This allows the individual to read your lips. <br />
  21. 21. Marketing <br />Individuals with disabilities have preferences, emotions and habits that drive consumer behaviors the same way individuals without disabilities do<br />Test market approach with people with disabilities <br />Do not assume that one size fits all<br />Include individuals with disabilities in product development <br />Make product user friendly for individuals with disabilities <br />Become involved with disability community<br />Integrate people with disabilities in ads<br />
  22. 22. Promotions Done By Various Teams<br />May 8, 2010- First annual “Autism Awareness Day” at CitiField, home of the New York Mets.<br />May 1, 2011- Deaf and Visual Awareness Day at Chase Field, home of the Arizona Diamondbacks<br />NFL Kickoff for a Cure<br />NBA and Special Olympics – Spread the Word to End the Word<br />
  23. 23. Conclusion and Questions<br />
  24. 24. References<br />(2011). Retrieved May 22, 2011, from jjs list : http://www.jjslist.com/<br />Dr. Higgs Lecture Notes, 2011<br />Americans With Disabilites Act. (2009, June 15). Retrieved May 20, 2011, from Americans With Disabilites : http://www.ada.gov/pubs/adastatute08.htm<br />Department of Justice. (n.d.). Retrieved November 19, 2011, from Mountain State Centers for Individual Living: http://www.mtstcil.org//skills/ada4-a.html<br />Logan, L. (2009, October). Retrieved November 19, 2011, from Make it Better: http://www.makeitbetter.net/make-a-difference/make-a-difference/424-10-tips-for-positive-interaction-with-people-with-disabilities<br />Staten Island Advance Sports Desk. (2010, April 30). Retrieved May 22, 2011, from Staten Island Live: http://www.silive.com/mets/index.ssf/2010/04/new_york_mets_announce_autism.html<br />The Township of North Kawartha. (n.d.). Retrieved May 22, 2011, from The Township of North Kawartha: www.northkawartha.on.ca/.../1024IntellectualorDevelopmentDisabilities.doc<br />Turtenwald, K. (2011, March 4). Retrieved November 19, 2011, from Ehow: http://www.makeitbetter.net/make-a-difference/make-a-difference/424-10-tips-for-positive-interaction-with-people-with-disabilities<br />United Cerebral Palsy. (2011). Retrieved May 21, 2011, from United Cerebral Palsy: http://affnet.ucp.org/ucp_channeldoc.cfm/1/17/11928/11928-11928/4635<br />United States Marshals Service . (2011, March 11). Retrieved May 17, 2011, from Department of Justice: http://www.usmarshals.gov/USMS-AccommodationsProcedures-3-11-11.pdf<br />(United States Marshals Service , 2011)<br />(Americans With Disabilites Act, 2009)<br />(Department of Justice)<br />(Turtenwald, 2011)<br />(Logan, 2009)<br />(United Cerebral Palsy, 2011)<br />(jjs list , 2011)<br />(The Township of North Kawartha)<br />(Staten Island Advance Sports Desk, 2010)<br />

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