This video provides important tips on how to improve the customer service experience of older customers or clients. This Manitoba-made video focuses on how to communicate and respectfully interact with older adults and is designed for training staff or volunteers at businesses and community organizations.
The “Respectful Interaction with Older Adults” video highlights age-related physical changes that are important to know about when interacting with older adults (e.g., hearing or vision loss). It also provides tips on how to improve communication with older clients and customers. By including interviews with older adults, the viewer can see things from a different perspective, in a real way.
“The minute you need help physically, they think you’re brainless.” -Excerpt from Respectful Interaction with Older Adults
“I would like the staff … to maybe be more observant of what is happening at a particular moment. [For example,] maybe I am coming in from the cold and my fingers... can’t open up that grocery bag quite as quickly. This moment for me may be particularly difficult. And so being aware, being observant, and paying attention.” -Excerpt from Respectful Interaction with Older Adults
The video is by Verena Menec and was created in partnership with Manitoba Association of Senior Communities (MASC) and Businesses and Organizations Supporting Seniors (BOSS). Produced by motion.wav media and directed by Ashton Buss.
Running time: 32 minutes.
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