Real-Time Communication Etiquette for Communicating with Customers with Disabilities

Cognitive Impairments

People with cognitive impairments may have problems with memory and concentration, understanding oral communication, and learning. When communicating in real-time with a person who has a cognitive impairment:

• Be prepared to provide an explanation more than once.
• Be patient, flexible, and supportive; take time to understand the customer and make sure the customer understands you.
• Be prepared to follow up in writing.
• Take time to break long explanations into small, numbered, and sequential steps.