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What are the best ways to build rapport with clients who have disabilities?

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As an administrative assistant, you may have to interact with clients who have disabilities, such as visual, hearing, mobility, or cognitive impairments. Building rapport with them is not only a matter of courtesy and professionalism, but also a way to ensure effective communication and collaboration. Here are some best practices to follow when you want to establish a positive and respectful relationship with clients who have disabilities.

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Laharee .

Head - Inclusive Hiring Blue Collar @ Atypical Advantage | Ex-SMOOR | Ex-WinVinaya Foundation | HR, Diversity Recruiting
Emmanuella Faith Kanga-Dean

Passionate about boosting literacy skills and committed to creating inclusive learning spaces

1 Use inclusive language

The words you use can make a big difference in how your clients feel about themselves and your service. Avoid terms that imply pity, inferiority, or abnormality, such as "suffering from", "confined to", or "handicapped". Instead, use person-first language that emphasizes the individual rather than the disability, such as "a person with a visual impairment" or "a client who uses a wheelchair". You can also ask your clients how they prefer to be addressed or referred to, and respect their choices.

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Ebanehita Omoye Itama

Administrative Analyst | Virtual Assistant & Customer Service Representative | Mental Health Enthusiast | SDG Advocate
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Build rapport with clients who have disabilities by fostering an inclusive environment. Prioritize accessibility by providing alternative communication methods, ensuring physical spaces are wheelchair accessible, and offering documents in accessible formats. Train staff on disability etiquette and communication. Actively listen, be patient, and ask about preferred accommodations. Demonstrate respect, treat individuals as equals, and focus on abilities rather than limitations. Embrace diversity, and continually educate yourself to enhance inclusivity and strengthen professional relationships.

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2 Adjust your communication style

Depending on the type and degree of disability, your clients may have different communication needs and preferences. For example, some clients may use assistive devices, such as hearing aids, speech synthesizers, or Braille keyboards, to communicate with you. Others may rely on sign language, gestures, or written notes. You should be flexible and adaptable to their communication methods, and avoid making assumptions or judgments. For instance, you should not speak louder or slower to a client who is deaf, or finish the sentences of a client who has a speech impairment. You should also check for understanding and feedback regularly, and clarify any misunderstandings or confusion.

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Laharee .

Head - Inclusive Hiring Blue Collar @ Atypical Advantage | Ex-SMOOR | Ex-WinVinaya Foundation | HR, Diversity Recruiting
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Accessibility is critical in ensuring efficient communication. Every disability demands a different mode of communication. While someone with Locomotor Disability may access & understand audio messages & phone calls, a Person with Hearing Impairment may require written notes. They may require additional support in sign language, where body language plays an important role. Hard of hearing individuals may be able to access verbal communication if spoken to slowly with clarity and closed captioning. Further, majority People with Hearing Impairment may find it easier to understand point based communication rather than huge paragraphs with difficult jargons. Many times, a teachback or asking them to paraphrase may help.

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3 Be attentive and respectful

One of the most important aspects of building rapport with clients who have disabilities is to show genuine interest and respect for them as individuals. You should not focus on their disability or make it the topic of conversation, unless they initiate it or it is relevant to the service you provide. You should also not express pity, sympathy, or admiration for their disability, as this may come across as patronizing or intrusive. Instead, you should treat them as you would any other client, and engage them in a friendly and professional manner. You should also respect their privacy and autonomy, and ask for their consent before offering any assistance or touching any of their belongings.

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4 Learn and improve

Finally, you should not be afraid to admit your mistakes or ignorance when it comes to interacting with clients who have disabilities. You may not know everything about their disability or their specific needs, and you may unintentionally say or do something that is inappropriate or offensive. If this happens, you should apologize sincerely and learn from the experience. You can also seek feedback from your clients or colleagues, and educate yourself on the best practices and etiquette for working with people who have disabilities. By doing so, you will not only improve your skills and confidence, but also demonstrate your commitment and respect for your clients.

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Emmanuella Faith Kanga-Dean

Passionate about boosting literacy skills and committed to creating inclusive learning spaces
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Pay for a course where specialists really touch on disabilities and inclusivity, it is really worth it. You learn so much about people, life and the social situations of humanity and it helps you to learn more about yourself too. A recent CPD course I have done has been so useful in my workplace for understanding how to address and help children with special needs, and I honestly would do it a thousand times if I had the chance, although it took 20 hours. It's called Autism, Asperger's and ADHD by University of Derby.

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What are the best ways to build rapport with clients who have disabilities?

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2

3

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5

1 Use inclusive language

2 Adjust your communication style

3 Be attentive and respectful

4 Learn and improve

5 Here’s what else to consider

Administrative Assistance

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What are the best ways to build rapport with clients who have disabilities?

1

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5

1 Use inclusive language

2 Adjust your communication style

3 Be attentive and respectful

4 Learn and improve

5 Here’s what else to consider

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