Anti-ageism training
How well do health and other professionals, retail staff and service delivery personnel relate to seniors?
Sometimes quite well – often very badly! A gentleman rang me recently to complain about what he described as elder abuse, so bad did he find his recent interaction with a community care provider which demanded information from him that he found invasive. In fact, he described the approach as aggressive and coercive – far from what we expect of a community service organisation.
Another member rang to tell me that the manager of her retirement village “treats me like an idiot.” She isn’t. She is an older woman living alone and dealing with complex issues of her tenancy, her relationship with neighbours and living in a managed, community environment. Unfortunately, the village management doesn’t know how to communicate with her. That’s their problem, but they make it hers.
Busy health professionals seem to have difficulty with names - it seems easier to address an older woman as “dear” rather than using her name. Communication seems a neglected topic in medical school! A recent caller told me that during the “consultation” with his specialist he didn’t understand a word the doctor said and had to get the nurse to tell him what he had said afterwards. My caller isn’t deaf; he just needs people to speak to him clearly, as do many seniors.
And I could go on about publications with print to small and with insufficient contrast for seniors to see properly, not to mention web sites that are inappropriate for 80% of older users according to a recent survey, but enough of my complaints..
What are the costs of this for business?
With the ageing of the population every business needs to be aware of the need to provide excellent customer service to older people – to do otherwise is likely to be suicide!
Our Working With Seniors Package, will assist everyone who works with older people to communicate effectively with these important customers.
Learn the facts!
How many seniors are really deaf?
What is the best way to speak respectfully to a senior?
What do seniors want and need in customer service?
How effective is your signage and written communication in attracting seniors’ attention?
Does your website meet seniors’ needs?
Find out by attending our Working With Seniors Seminars.
For further information, contact Ken Marston on 08 93212133 or by email at exec@cotawa.asn.au