H-CARE Test – MODULE 5 - Communication & Work with disabled customers

Self Assessment Test – MODULE 5

This test consists of 30 questions. Each question has three possible answers and only one is correct. You need to mark the answer you consider as true. The aim of the test is to evaluate your entrance knowledge and skills to communicate effectively with clients with different disabilities. The test will also allow you to assess your attitudes towards interaction with people with specific needs. The duration of the test is 1 hour. In order to complete the test successfully you should reach a minimum of 18 right answers. If your score is below 18, you will need to review and learn thoroughly H-CARE Module 5. If your score is 19 and above, may be you are well familiarized with overall requirements and peculiarities while communicating with people with disabilities.

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* 1. Name

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* 2. E-mail

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* 3. According to the social model the predominant idea is that:

People with disabilities are disabled by the fact that they are excluded from participation within the mainstream of society as a result of physical, organisational and attitudinal barriers.

Limitations associated with physical, neurological, and emotional deficits are caused by the disability itself.

A person with disabilities’ self-perception is related to that they cannot access community services because of their functional limitations.

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* 4. Indicate the group of terms that are considered appropriate to address a person with disabilities:

Diabetic, epileptic, invalid

A victim of..., suffering from..., a person with multiple diseases

Deaf or hard of hearing, a person with disability, a person with visual impairment

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* 5. Do you find appropriate to shake hands with a person with upper limbs disability when you are introduced to him/her?

No, never

Yes, always

Only if he/she offers a hand first.

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* 6. When you communicate with a person with speech impairment you should:

Finish his/her sentences in order to make the conversation easier for him/her

Interrupt him/her and ask short questions for clarifications

Wait patiently until he/she completes his/her sentences

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* 7. When you try to get the attention of a person with hearing impairment you have to:

Tap the person on the shoulder or wave your hand

Whistle

Pull his/her hand

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* 8. Which of the following phrases is appropriate to use when you discuss with a person with visual impairment about a certain situation:

Did you listen to the news on the TV?

Did you read the article?

Would you like to come to the cinema with me to listen to the movie?

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* 9. Communicating clear messages to people with disabilities means:

To use the correct terms of that field

To talk as simple as when talking to a child

To use simple structures and commonly used words

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* 10. When a client with a guide-dog enters your shop, you should:

Immediately give the dog food and water

Pet the dog because he/she is a hero

Not approach the dog without the owner’s permission

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* 11. When a client with visual impairment guided by another person enters your shop you should:

Offer your help to the person’s guide as he/she will certainly understand you

Not greet the person with visual impairment because he/she cannot see you

Directly address the person with visual impairment because he/she knows better the reason why they are in your shop

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* 12. In terms of readability of your leaflets and other printing materials:

You should make them more colourful with as much text as possible

You should choose the most luxury and glossy paper

You should take into account the generally accepted printing standards – font 14 and text printed on monochrome and contrasting background

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* 13. When you communicate with a person with hearing impairment you’d better:

Shout in order for him/her to be able to hear you

Speak clearly with a normal or slightly increased intensity of voice in a normal or slightly slower rate

Not waste your efforts as he/she cannot hear you

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* 14. What kind of adaptations people with hidden disabilities may need?

No adaptations at all

In general cases they may need a separate room to take their medication

None of the above

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* 15. When you communicate with a person with speech impairment and you don’t understand part of the message, you should:

Make your own interpretation in order to provide the best service to the client

Give up and finish the conversation as you will never understand him/her

Try other alternatives such as non-verbal or written communication in order to get the right message

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* 16. A person with disability would like to contact the manufacturer of a technical aid he/she wants to buy and needs your assistance for the phone conversation. You:

Contact directly the manufacturer without involving him/her in the conversation as he/she is obviously unable to do it

Make the phone call in the presence of your client in order for him/her to get timely information

Make the phone the call and then send an e-mail to your client with the results

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* 17. When a client with disability enters your shop with an assistant, you should:

Show the product in demand to the assistant only

Show the product in demand to the person with disability only

Show the product in demand to the person with disability and keep the assistant involved in the situation

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* 18. When you need to acquaint the client with mental health problems you should:

Give the written text to the accompanying person and let him/her decide how to proceed

Give the written text to the client with mild mental health problems and ask him/her if he/she can read and whether any support is needed

Give the written text with mild mental health problems and let him/her to cope with the text on their own

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* 19. Which of the following would facilitate your interaction with a client with learning difficulty:

To ask short questions and give short and clear instructions

Give short answers without any further information because he/she might interpret it wrong

Behave in the same way as you do with all other clients

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* 20. When a person with disability wants to buy a kind of supplement you should:

Give them a supplement of your choice

Offer them the variety you have and let him/her to decide

Recommend his/her assistant to decide

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* 21. When you interact with a person with hearing impairment who lip-reads you should:

Keep your face visible and articulate

Keep chewing your gum as he/she cannot hear your munching

Keep talking on the phone in parallel as he/she cannot hear you

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* 22. If a wheelchair user cannot use the ramp to enter your shop what would you do?

You go out of the shop and realize the sale outside

You apologize and ask him/her which is the best way to serve him and if you cannot find a solution you fix the ramp and invite the client to come back

You take him/her out of the wheelchair and you carry the client into the shop

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* 23. When you may avoid eye contact while interacting with clients with disabilities?

If the client is with visual impairment

If the client is with speech impairment

You should always try to make eye contact no matter the client’s disability

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* 24. Tunnel vision is:

Loss of central vision

Loss of peripheral vision

Inability to see in darkness

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* 25. Would you agree that the communication with a client with deaf-blindness is impossible?

Yes, they can neither see, not hear

No, there are many alternatives to communicate with those clients

The communication is possible through guide-interpreter only

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* 26. Do you agree that all deaf-blind people have equally developed their sight and hearing?

Yes, because the sensory loss is double

No, it depends on the time of losing these senses

They have no sight and hearing at all

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* 27. How quadriplegia affects the body?

It affects upper limbs

It affects lower limbs

It affects upper and lower limbs

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* 28. Mobility impaired people may have difficulties with:

Understanding your speech

Co-ordination and movement

Making independent choice

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* 29. Colour-blindness is:

When a person cannot perceive differences between some of the colours

When a person cannot perceive differences between all colours

When a person perceives everything as white and black

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* 30. Do you believe that there is temporary deafness?

Yes

I do not know

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* 31. Which of the following statements is correct:

Wheelchair users can climb stairs with the support of assistants

People with mobility impairments can access the first floor of a building only

Wheelchair is considered as personal space and should be respected accordingly

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* 32. The communication is:

An innate skill and you do not need to invest any efforts to further develop it

An important skill that needs to be update throughout the life

An important skill that you need in your professional life only