Community Awareness Training (CAT) Dementia Friendly Community Awareness Training (CAT)

Physical Environment Checklist Seating Areas Signage Lighting Walkways/Flooring Dressing Rooms and Toilets

Customer Service Communication Tips Speak slowly and clearly “People with dementia are not giving you a hard time. They are having a hard time.” Dementia Friendly Business Training: A Guide for Trainers, Orange County, North Carolina Department on Aging Communication Tips Speak slowly and clearly Use simple sentences/words Avoid jargon, vague terms Things to try: If someone asks for directions, say “turn left at the blue chair” versus “around the corner” or walk along with them to the desired location Ask one question at a time Smile, make eye contact Offer reassurance, be patient and understanding Be respectful in tone of voice and body language

Customer Service Offer Assistance A person appears lost, confused or searching for something: Things to try: Approach the person from the front, introduce yourself and ask “Can I help you?” Give the person a few extra seconds to respond Offer to show the person how to do something, break tasks into smaller steps Things to try: Watch for signs of confusion or frustration with multi-step tasks such as checking out at grocery store or ordering from a menu Watch for signs of upset or distress Things to try: offer comforting words in reassuring tone, suggest that you both move to a quieter area, be aware of your tone/body language, try again to offer assistance (“I am here to help you”), ask person if there is a family member or friend you can call

Dementia Awareness for Businesses “Dementia Friends USA Trailer” from Dementia Friends USA, https://vimeo.com/193649886