Final Knowledge Check

You cannot tell who is affected by a barrier by their appearance.

Disabilities can come in many different forms. Most people are familiar with a visible disability, such as a colleague who uses a wheelchair or a neighbour with a guide dog. Invisible disabilities are disabilities that are not immediately noticeable. They can include chronic pain, brain injuries, mental illness, gastro-intestinal disorders, and much more. Because they are not obvious to spot, invisible disabilities may be overlooked and misunderstood. Unfortunately, this can lead to discrimination or exclusion of those with an invisible disability.

True is the best answer.

You need to notify the public when accessibility features are not available. If possible, it is important to let customers know in advance, rather than when they have arrived at the door, but cannot enter.

False is the best answer.

It is important not to make assumptions about why a person is having difficulty speaking or is slurring words. A stroke, injury, disability, or a recent trip to the dentist may all affect your customer’s speech. Also, do not assume that a person who is unable to speak clearly is unable to understand. Always give customers the opportunity to tell you what they need, including how they wish to communicate.

False is the best answer.

If you are unsure of your customer’s needs, start by asking, “How can I help?” Remember to focus on removing the barriers for your customers, not determining their disability.