training presentation on serving guests with disabilities

2. Please review these important principles to remember when communicating and
interacting with people.
DIGNITY means respecting and treating every person (including persons with a
disability) as valued and as deserving of effective and full service as any other
person.
INDEPENDENCE means freedom from control or influence of others, freedom to
make your own choices.
INTEGRATION is the intermixing of people or groups previously segregated.
EQUALITY is the state of being equal especially in status, rights and opportunities.

3. Def’n: Disability
A disability may be physical, cognitive, mental, sensory,
emotional, developmental or some combination of these.

4. Assistive Devices
An assistive device is a tool, technology or other mechanism that enables a person with a
disability to do everyday tasks and activities, such as moving, communicating or lifting.
Personal assistive devices can include wheelchairs, hearing aids, white canes or speech
amplification devices.

5. If you notice a person having any
difficulty, the best thing to do is to
introduce yourself and offer your
assistance.
REMEMBER: Information about a disability is personal &
private and must be treated with confidentiality.

6. Only some people with physical disabilities use wheelchairs,
some may use crutches while some may have difficulty
walking longer distances.

7. Tips for Guests in wheelchairs/scooters
• When talking to your Guest, consider sitting
or crouching so to be at eye level with your
guest.
• Always ask for permission to move
someone’s wheelchair
• Do not leave them in an awkward,
dangerous or undignified position, such as
facing a wall or in the path of opening
doors.

8. Tips for Guests for crutches/walking devices
• Seat guests with physical disabilities at
an easily accessible table.
• Don’t touch or handle assistive devices
without permission.
• Don’t move assistive devices or
equipment out of your guests reach.
• If a guest is waiting to be seated offer
them a chair to sit.

9. Vision loss can restrict someone’s
ability to read, locate landmarks or see
hazards.

10. Tips for Guests with Vision Loss
• Some people may use a guide dog or a white cane,
while others may not.
• Don’t assume the individual who appears to have
a vision loss can’t see at all. Many people who
have low vision may still have some sight.
• Identify yourself when you approach someone
using an assistive devise and speak directly to the
person.
• Always face the guest and speak directly to them,
do not yell or shout.
• Offer your elbow to guide them if needed.

11. Braille Menus
• O&B does not have Braille Menus,
however you can:
• Ask if they would like you to read any
printed material out loud to them
(example, a menu, signs or fees).

12. Service Animals
• Service animals are allowed in all O&B
locations except for in the back of house.
• A service animal is not a pet, they are
working animals. Avoid touching, feeding
or addressing service animals.
• If you’re not sure if the animal is a pet or
a service animal, ask your guests. A
service animal will be issued an official
card.
• Service animals are not only used to assist
people with vision disabilities, for
example some are hearing alert animals
and trained to alert oncoming seizures.

13. Hearing loss
People who have hearing loss may be deaf, deafened or hard of hearing.
They may also be oral deaf– unable to hear, but prefer to talk instead of using
sign language.

14. Tips for Guests with Hearing Loss
Once a guest has identified themselves as having
hearing loss, make sure you seat them in a well-lit
area where they can see your face and read your lips.
If possible seat your guests in a quieter area and
reduce the background noise.
Before speaking, attract the persons attention such as
a gentle touch on the shoulder or slight wave of your
hand.
If necessary, ask if another method of communicating
would be easier (for example, using a pen and paper).

15. Deafblind disabilities
A person who is deafblind may have some degree of both hearing and vision loss.
Many people who are deafblind will be accompanied by an intervener, a professional
support person who helps with communication.
A person who is deafblind is
likely to explain to you how to
best communicate, perhaps
with an assistive card or note.
Speak directly to the guest,
not to the support person.

16. Tips for Guests with speech impairments and learning disabilities
Various disabilities such as cerebral palsy, hearing loss or other conditions may make
it difficult for a person to pronounce words or may cause slurring.
• Don’t assume that a person with a speech impairment also
has another disability.
• Whenever possible, ask questions that can be answered
with “yes” or a “no”.
• Use simple language.
• Be patient. Don’t interrupt or finish the individual’s
sentences.
• If a person has difficulty reading the menu or
understanding material, be patient and read the items to
them.

17. Overall tips for Guests with Disabilities
• Let your guests know about accessible features in the
immediate environment that are appropriate to their
needs (accessible washrooms, ramps, etc.)
• Offer to book accessible transit to pick them up.
• When speaking to a person with a disability be
confident, calm and reassuring.
• If a person appears to be in a crisis, ask them to tell you
the best way to help.
• Don’t make an assumption of what a person can do.
• Treat them with the same respect and consideration you
have for everyone else.

18. Oliver & Bonacini Restaurants is exceptional
in every aspect of our intelligent,
enthusiastic and emotional service, which
we provide to every person that walks
through our doors.

19. Our accessibility policy for Guests with disabilities is posted online at
www.oliverbonacini.com under the restaurant directory.
People are able to leave feedback about our policy online, in person, to a
manager, via telephone or mail.
O&B Employees can also leave comments regarding the way O&B provides
goods and services to persons with disabilities on the internal website.