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

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

4. 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

5. 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

6. Dementia Awareness for Businesses
“Dementia Friends USA Trailer” from Dementia Friends USA,