This module will explain the importance of communication and inclusive language, including why it matters and the potential lasting impact of our word choices. Different communication methods will be described, including non-verbal communication and microexpressions. Understand the difference between person-first and identify-first language, and how to refer to people with disabilities in a respectful, appropriate, and politically correct way. Learn how to be an active listener, along with strategies on de-escalation should a challenging situation arise. Through this module you will gain knowledge and insight on how to effectively communicate with your customers, and how to build strong lasting relationships.
LEARNING OBJECTIVES
Understand the importance and impact of language
Develop knowledge of different communication methods
Recognize how disability can impact communication
Learn how to effectively communicate with people who have disabilities
LEARNING BREAKDOWN
Length: 32 mins (does not include check points or knowledge check)
5.1 Why it Matters
The power of language
Words matter, and how they shape our culture
5.2. Ways We Communicate
Communication methods and inclusive examples
Defining non-verbal communication and examples of cues
Microexpressions
5.3 Inclusive Language
Reassurance that initially feeling unsure of how to communicate is ok, and awareness is the goal
Defining person first language with examples
Defining identify first language with examples
Person first vs identity first language
Examples of non-inclusive language
Say this, not that
5.4 Effective Communication
Impacts to communication: types of disabilities that impact communication