Renu Foundation Course
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Questions and Answers

What is the primary focus of an age-friendly business?

  • Maximizing profit over customer satisfaction
  • Streamlining operations to reduce costs
  • Addressing the needs and preferences of maturing and older adults (correct)
  • Creating products for younger adults

The course offers insight into the age-related changes experienced by customers, including vision and hearing.

True (A)

Who is the CEO of Age Friendly Business® in Canada?

Rhonda Latreille

Renu and her companions are going on a luxury _____ cruise.

<p>Mediterranean</p> Signup and view all the answers

Match the following individuals with their characteristics:

<p>Renu = Experiencing age-related changes Martin = Travelling on the same cruise as Renu Pearl = A customer in her 90s Richard = Another cruise participant</p> Signup and view all the answers

What age range do the customers in the vignette represent?

<p>Mid-50s to 90s (D)</p> Signup and view all the answers

Age-related changes only concern vision.

<p>False (B)</p> Signup and view all the answers

What is one of Renu's challenges related to communication?

<p>Hearing challenge</p> Signup and view all the answers

What is presbyopia?

<p>A gradual thickening and loss of flexibility of the eye lens (A)</p> Signup and view all the answers

Presbyopia can be reversed with proper treatment.

<p>False (B)</p> Signup and view all the answers

At what age do most individuals start experiencing presbyopia?

<p>around age 40</p> Signup and view all the answers

The term 'presbyopia' comes from a Greek word meaning 'old ____.'

<p>eye</p> Signup and view all the answers

Match the following individuals with their statements regarding vision issues:

<p>Renu = Forgets to wear glasses and holds reading material at arms length Rick = Struggles with needing reading glasses due to eye strain</p> Signup and view all the answers

How can presbyopia be corrected?

<p>Using eyeglasses, contact lenses, or surgery (C)</p> Signup and view all the answers

Adequate illumination should be increased by 50 percent to support vision changes.

<p>False (B)</p> Signup and view all the answers

What factor contributes to the age-related condition of presbyopia?

<p>Gradual thickening and loss of flexibility of the eye lens</p> Signup and view all the answers

What is one effective way to communicate with someone who has hearing loss?

<p>Face the person directly (B)</p> Signup and view all the answers

Using gestures and facial expressions does not enhance communication.

<p>False (B)</p> Signup and view all the answers

What does Renu find stressful as she gets older?

<p>Filtering background noises in restaurants and large groups.</p> Signup and view all the answers

Renu suffered permanent damage in her left ear as a result of an __________.

<p>ear infection</p> Signup and view all the answers

Match the following suggestions with their purpose in communication:

<p>Establish eye contact = Prepare the listener for the message Reduce background noise = Enhance clarity of the message Rephrase missed statements = Ensure the listener understands Use the person's name = Get the listener's attention</p> Signup and view all the answers

Which of the following adjustments can help with communication for someone with hearing loss?

<p>Turning off background noise (D)</p> Signup and view all the answers

Renu wears hearing aids in both ears.

<p>False (B)</p> Signup and view all the answers

What should be done to ensure effective communication when speaking with someone who has hearing loss?

<p>Seek confirmation of understanding.</p> Signup and view all the answers

What font size is recommended for printing materials?

<p>11 - 12 (D)</p> Signup and view all the answers

Having access to a magnifying glass is not helpful for people with vision changes.

<p>False (B)</p> Signup and view all the answers

Renu humorously noted her arms were getting too short to read the ______.

<p>bill</p> Signup and view all the answers

Which action would provide an exceptional customer experience for Renu?

<p>Offer her spare reading glasses available at the restaurant (B), Read the bill out loud to assist her (D)</p> Signup and view all the answers

Electronic devices can enhance sound clarity for aging individuals.

<p>False (B)</p> Signup and view all the answers

What impact do simple tips have in supporting people with vision changes?

<p>They make a big impact.</p> Signup and view all the answers

Match the following with their descriptions:

<p>Magnifying Glass = Visual aid for reading Presbycusis = Hearing loss of higher tones 11 - 12 font size = Recommended size for readability Maya Angelou = Famous quote about emotions</p> Signup and view all the answers

Which of the following is NOT a consequence of hearing loss for aging individuals?

<p>Improved communication skills (B)</p> Signup and view all the answers

Hearing loss can enhance a person's quality of life.

<p>False (B)</p> Signup and view all the answers

Name one way hearing loss can affect relationships.

<p>Strained relationships due to frustration in communication.</p> Signup and view all the answers

One of the recommended ways to support those with hearing changes is to slow down and _____ clearly.

<p>enunciate</p> Signup and view all the answers

Match the impacts of hearing loss with their descriptions.

<p>Social Isolation = Avoiding stressful situations Mood Decline = Depression or anxiety Independence = Lack of self-advocacy Health and Safety = Inability to hear warning sounds</p> Signup and view all the answers

What is the connection between hearing loss and cognitive decline?

<p>Hearing loss may increase the risk of dementia (D)</p> Signup and view all the answers

Leaving a voicemail should involve repeating the follow-up telephone number.

<p>True (A)</p> Signup and view all the answers

List one recommendation for communicating with someone who has hearing challenges.

<p>Follow up important information in writing or email.</p> Signup and view all the answers

What is the tracking number mentioned in the phone message?

<p>D(as in delta) 4937 - T(as in tango) 276 - D(as in delta) P(as in papa) S(as in sierra) (B)</p> Signup and view all the answers

Susan's phone message includes a request for the recipient to confirm their availability to receive a package.

<p>True (A)</p> Signup and view all the answers

What is ACME's phone number?

<p>123-555-5767</p> Signup and view all the answers

Renu noted that she struggles to read the _____ and hear her friends clearly in noisy environments.

<p>menu</p> Signup and view all the answers

Match the terms related to the phone message with their meanings:

<p>Tracking Number = A unique identifier for a package Availability = The condition of being able to receive the delivery Call Confirmation = A response indicating readiness to receive a package Stress in Communication = Difficulty in effectively relaying or understanding messages</p> Signup and view all the answers

Who is the person delivering the message?

<p>Susan (C)</p> Signup and view all the answers

Renu is unaware of her difficulties with vision and hearing.

<p>False (B)</p> Signup and view all the answers

What day of the week is the delivery scheduled?

<p>Friday</p> Signup and view all the answers

Flashcards

Age-Friendly Business

A business that considers the needs and preferences of maturing and older adults, creating a welcoming, accessible, and responsive environment for all ages and abilities.

Renu

A customer character used in the course to illustrate age-related changes and customer service needs.

Age-related vision changes

Changes in vision that occur as people age, including issues like decreased sharpness and difficulty seeing in low light conditions.

Supporting vision in customers

Actions businesses can take to accommodate age-related vision changes (e.g., good lighting, large print).

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Age-related hearing changes

Changes in hearing that occur as people age, like difficulty hearing high-pitched sounds or in noisy environments.

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Hearing loss impact

The effects of hearing loss on communication and social interaction.

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Supporting hearing in communication

Strategies for facilitating clear communication with customers who have hearing loss, like speaking clearly and slowly.

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Effective Communication

Clear and concise communication to address the specific issues and needs of the customer.

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Presbyopia

A gradual loss of the eye's ability to see things up close, typically starting in the early 40s.

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Eye Lens changes

The eye lens thickens and loses flexibility as part of aging, leading to presbyopia.

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Early 40s

When many people first experience noticeable signs of presbyopia.

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Reading Glasses

Eyeglasses used to correct the lack of close-up focus associated with presbyopia.

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Contact lenses

A corrective device for vision problems, one of the options to correct presbyopia.

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Lighting improvement

Increasing light in a room or workspace by 30% to help those with vision changes.

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Correction Methods for Presbyopia

Includes eyeglasses, contact lenses, and surgery to fix the vision issue.

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Font Size for Printing

For clear printing, use font sizes 11-12.

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Vision Aids for Reading

Magnifying glasses and reading glasses are useful for vision impairment.

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Customer Service for Renu

The server should read the bill aloud or offer available reading glasses.

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Presbycusis

Progressive loss of hearing higher tones as one ages.

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Hearing Health Maintenance

Taking care of hearing is important at all ages to ensure quality of life.

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Electronic Device Sound Distortion

Electronic devices like phones and TVs can worsen hearing issues, especially for older adults.

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Exceptional Customer Experience

Customer service should demonstrate understanding and empathy to meet the customer's needs.

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Customer Service Example (Renu)

Renu's situation demonstrates that customer service must account for various customer needs, especially visual impairment.

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Social isolation due to hearing loss

People with hearing loss may avoid social situations that they find stressful, leading to isolation

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Mental health impact of hearing loss

Hearing loss can contribute to depression or anxiety related to the stress of hearing challenges

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Impact of hearing loss on independence

Hearing loss can lower a person's confidence in advocating for themselves and being understood

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Strain on relationships due to hearing loss

Hearing loss can strain relationships with family and friends due to communication difficulties and frustration

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Quality of life impact of hearing loss

Hearing loss can limit enjoyment of activities like music, movies, and theatre

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Cognitive decline and hearing loss

Some research suggests a potential link between hearing loss and an increased risk of cognitive decline, including dementia

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Health and Safety risks of hearing loss

Hearing loss can lead to an inability to hear warning sounds, posing health and safety risks

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Non-verbal communication

Using gestures, facial expressions, and body language to enhance communication, especially important when someone has hearing loss.

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Face the speaker directly

Position yourself so the person with hearing loss can easily see your lips and facial expressions, improving lip-reading.

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Reduce background noise

Minimize distractions like loud appliances or conversations, making it easier for the person with hearing loss to focus on your voice.

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Speak clearly and slowly

Articulate words carefully, avoiding mumbling or rushing, improving understanding for the person with hearing loss.

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Rephrase if needed

Re-word a statement in a different way if the person with hearing loss doesn't understand, ensuring clear communication.

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Seek confirmation

After speaking, ensure understanding with the person with hearing loss (e.g., 'Did that make sense?'), making sure your message is received.

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Hearing loss challenges

As people with hearing loss age, they may find it more difficult to filter background noise, leading to stress and fatigue in social situations.

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Phone message elements

Components that make a phone message clear and effective, such as greeting, purpose, information, and repetition.

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Tracking Number Format

A specific way of expressing a tracking number, using letters and numbers like 'D-4937-T276-DPS3'.

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Importance of Clear Repetition

Repeating key information in a phone message increases the likelihood that the listener will remember and act on the message.

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Delivery Confirmation

A phone message that asks the recipient to confirm their availability for a package delivery.

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Renu's Observation

Renu's comment about how stressful phone conversations can be if someone is not considerate.

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Customer Experience Improvement

Understanding and accommodating challenges faced by customers like Renu, who might struggle with vision or hearing.

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Study Notes

Foundation Course RENU: Surfing the Age-Wave!

  • An age-friendly business considers needs and preferences of older adults. It creates a welcoming, accessible, and responsive environment for all ages and abilities.
  • The FOUNDATION COURSE teaches how to become an age-friendly service provider.

Welcome

  • People of all ages deserve a place in their communities and businesses.
  • Businesses should be welcoming, acknowledged, safe, and respectful.
  • Creating such an environment benefits everyone.

Age Wave Vignettes

  • The course introduces customers (Renu, Martin, Pearl, Mary, Richard, and Albert) who are going on a luxury Mediterranean cruise.
  • They represent customers of varying ages from mid-50s to 90s.
  • They will meet/interact at various business environments/dinner tables as they prepare for the trip.

Meet Renu

  • Renu is a dynamic and energetic businesswoman who enjoys an active and healthy life.
  • She is experiencing some age-related changes.
  • The body and DNA experience wear and tear over time due to environmental toxins, oxidative stress, and lifestyle choices.
  • Age-related changes in stamina, strength, sensory perception, and medical history vary between individuals.
  • Hearing and vision changes, commonly considered 'normal' for middle-aged people, can impact daily life and the use of aids, although helpful to adjust.

The Sandwich Generation

  • Renu is experiencing the challenges of the Sandwich Generation.
  • Caregivers are often caught between caring for their parents/grandparents, and children/grandchildren, and providing care to their own children.
  • Common challenges include financial strain, emotional stress, and time management.
  • Full-time working caregivers typically spend approximately 3 hours outside working hours on childcare and elder care.
  • Common challenges include juggling expenses and responsibilities including education, extracurricular activities, etc. of children vs. medical payments, and assisted living for parents and grandparents

Renu's Vision Changes

  • Difficulty reading small print up close is a common condition called presbyopia.
  • Presbyopia is commonly believed to be an age-related condition caused by the gradual thickening and loss of flexibility of the eye lens.
  • Presbyopia usually begins in the early 40s and is typically experienced to some degree by age 50.
  • Presbyopia is corrected with spectacles, contact lenses, or surgery.

Baseline Recommendations for Supporting Vision

  • Recommendations for supporting people with vision changes are provided in the form of tips for the home and work environments.

Customer Service Vignette

  • Renu runs into a problem with reading a bill at a restaurant. She asks her friends if they brought their glasses.
  • The course explores how a server can provide an exceptional customer experience in this situation.
  • Recognizing the condition, and offering help, is more beneficial than ignoring the problem, or pretending it doesn’t exist.
  • Maintaining hearing health is essential, and early detection/management of changes significantly improves an individual's quality of life.

Impact of Hearing Loss

  • Hearing loss can negatively impact relationships, well-being, daily life, and safety.
  • Social isolation is one negative consequence.
  • Mood or mental health decline may be influenced by the stress of the hearing loss

Effective Communication

  • When people experience hearing loss, oral communication, a vital social/relationship function, is negatively impacted.
  • Effective communication stretches far beyond spoken words. Facial expressions and gestures enhance the meaning of the message.

8 Ways to Support Hearing in Communication

  • Essential to be mindful and considerate when communicating with someone with compromised hearing.
  • Simple adjustments can make a significant difference.
  • Basic suggestions to enhance communication such as eye contact, speaking clearly, reducing background noise, keeping hands away from the face, using the person's name, and rephrasing statements.
  • Seeking confirmation of understanding.

Renu's Hearing Challenge

  • Renu has experienced permanent hearing damage in one ear due to a childhood ear infection that did not heal properly.
  • She uses a hearing aid now.

ACME Delivery Phone Message

  • A well-done example a phone message that is clear, concise, and helpful for the customer/recipient.
  • The examples provide helpful instruction and details for effective communication.

Renu Summary of Learning

  • The course demonstrates age-related changes in vision and hearing.
  • Provides real life scenarios to help understand how these changes can affect everyday life.

Summary

  • Age-related changes in vision and hearing impact daily life.
  • Making simple adjustments can significantly improve the effectiveness of communication and services.

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Related Documents

Foundation Course Renu - Age-Friendly Business PDF

Description

This quiz explores the concepts of age-friendly businesses, focusing on the age-related changes that customers experience, particularly in terms of vision and hearing. Additionally, it covers challenges in communication and solutions for presbyopia, enhancing understanding of customer needs in these contexts.

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