Renu Foundation Course
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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

    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</p> Signup and view all the answers

    Age-related changes only concern vision.

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

    Presbyopia can be reversed with proper treatment.

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

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

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

    Using gestures and facial expressions does not enhance communication.

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

    Renu wears hearing aids in both ears.

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

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

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

    Electronic devices can enhance sound clarity for aging individuals.

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

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

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

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

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

    Renu is unaware of her difficulties with vision and hearing.

    <p>False</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

    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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