Acquired Brain Injury
ABI is a sudden injury to a person’s brain. This can affect their abilities in ways that may not be obvious. These include varying energy levels, how they process info; how they feel & react to stress, how they read, write or speak and in how they balance. https://headway.ie/
Try to avoid making assumptions
Ask the customer how you can be of assistance
Bear in mind that a brain injury may cause someone to slur their words or walk unsteadily.
A brain injury can affect a customer’s ability to speak, to understand you fully or to read or write.
Try to face them while you are communicating and keep up comfortable eye contact.
If you don’t understand what the customer says, don’t pretend to. Ask them to repeat what they said.
Try using a pen and paper or gestures.
Once you’ve asked a question, give the customer a little extra time to respond if they need it.
Many people with brain injuries are sensitive to bright lights, distractions, noise and busy places. It these are affecting the customer, try to speak to them 1-2-1 in a quieter place.
If the customer seems fatigued or stressed, offering them a seat in a quiet area may help.