Being ThereBeing able to do activities like others

• Ensure that once people are in your environment they can participate. When they have bought a coffee can they sit at a table? Before they buy a dress are they able to try it on? Once they have selected an item can they access the counter to pay?
  
  
• Allow people time to ask questions and try not to rush them or finish their sentences for them. Try not to overload people with information. Reassure people you are there to help if they require assistance.
  
  
• Address the person directly, listen carefully, speak clearly and check for understanding. Always use clear language without being patronising.
  
  
• Try not to misinterpret a persons intentions. Shynes, anxiety and other social factors may mean a person seems distant, distracted, angry or intense. Providing time and reassurance will assit the person to achieve what they are there for.
  
  
• Ask questions about how best you can assist. Remember to ask people how they would like goods and services to be provided, particularly where there are barriers to equal access.
  
  
• Body language and guestures are an effective way of supporting verbal communications (e.g. hand gestures, signing, nodding etc.).
  
  
• Try to provide a calm quite environment.
  
  
• Some features of an environment can be disturbing to people. Flashing or flickering lights may affect a person with epilepsy. Loud music may upset people with intellectual impairments or mental health issues and may make it hard for a person with a hearing impairment to communicate.
  
  
• Paraphrasing is an effective way to check for understanding.

Return BusinessMatt McCracken

For businesses it is about return business, you keep on going back to places where you feel comfortable. If you are going to get good service and you are respected and you know you are going to be comfortable then why wouldn’t you go back?

When I go to the club now they look after me, there was a bit of education at first — people didn’t realise what to do — once I showed them and explained to them why, they were like ‘no worries mate’. Now it’s ‘hello Matt’ as soon as I walk in the door. The service is brilliant you know! It makes me feel great.