Foundation Course Renu PDF

FOUNDATION COURSE RENU Surfing the Age-Wave! This FOUNDATION COURSE is designed for professionals and businesses who serve older adults in the marketplace, aiming to enhance their understanding of becoming age-friendly service providers who respect and support the ne...

FOUNDATION COURSE RENU Surfing the Age-Wave! This FOUNDATION COURSE is designed for professionals and businesses who serve older adults in the marketplace, aiming to enhance their understanding of becoming age-friendly service providers who respect and support the needs of older adults. With practical examples and actionable tips, this course ensures you will have the knowledge base needed to offer compassionate and responsive engagement to your mature clientele. Customer Service Vignette Welcome Age Wave Vignettes Meet Renu Understanding the Sandwich Generation Renu's Vision Changes Age-Related Changes to Vision Supporting Vision Customer Service Quiz Age-Related Changes to Hearing Impact of Hearing Loss Supporting Hearing Effective Communication 8 Ways to Support Hearing in Communication Renu's Hearing Challenge ACME Delivery Phone Message RENU: Summary of Learning KNOWLEDGE CHECK STUDY NOTES END ITEM 1 of 20 Customer Service Vignette "Renu meets with a few friends at a local restaurant for a Bon-Voyage girls night out celebration. When the server returns with the bill, Renu turns to her friends and jokes "my arms are getting way to short to read this writing, I hope one of you remembered to bring your glasses? I left mine at home again!" Rick (narration) C O NT I NU E ITEM 2 of 20 Welcome We believe that persons of all ages deserve a place in our communities and our businesses where they are welcome, acknowledged, safe, and respected. And when that happens, everybody wins. Rho nda Latreille, CEO , Age Friendly Business®, Canada Vignette Video Reminder... “ Welcome back! We are going to start with the vignette video from the end of the INTRODUCTION again, just to help you remember, then we'll jump right in and get start learning about Renu and the age-related changes she is experiencing in her life.” Rick (Your Course Narrator and Guide) C O NT I NU E ITEM 3 of 20 Age Wave Vignettes “ I would like to introduce some customers who range in age from their mid-50's all the way into their 90's. Meet Renu, Martin, Pearl, Mary, Richard and Albert. Although they don't know each other yet, they all have one thing in common they are all going on a luxury Mediterranean cruise setting sail within the next week. They will become fast friends when they are seated together at the same dinner table. We will be seeing them in various business environments, as they each prepare for this dream vacation. I hope you will recognize some of these customers as similar to people you are already serving, or perhaps even as your own family members and friends. Let's see how each customer prepares for this special trip.” Rick (narration) C O NT I NU E ITEM 4 of 20 Meet Renu “ Renu is a dynamic energetic businesswoman who knows what she wants. She is an active, healthy woman and enjoys a full life. She has begun to experience some age-related changes.” Rick (narration)  “All my life I've loved being very physical and testing my body's abilities. I still love this, but I now find I must be a bit 'gentler' on myself.” - Renu Age-Related Changes Over time, our body and DNA experience wear and tear due to various factors such as exposure to environmental toxins, oxidative stress, and lifestyle choices. Age-related changes in stamina, strength, and sensory perception vary based on individual health, medical history,  and genetics. Though vision, hearing changes may be considered 'common' or 'normal' for people in the middle years, they do impact our daily life experience and the use of aids, while helpful, are not easy to adjust to. Beautiful young people are accidents of nature, but beautiful old people are works of art. ―Eleanor Roosevelt C O NT I NU E ITEM 5 of 20 Understanding the Sandwich Generation Renu has a common experience to many others in her age bracke t... “ Her father is recovering from a serious heart attack, and she is wondering how she will juggle work, family, friends, and caregiving for her father when he is released from the hospital. This is a classic sandwich generation dilemma.” Rick (narration) “ My Dad has always been so strong. It's a challenge for him to let me in I think, and I know he finds it difficult not to have his usual strength. I do find myself wondering how this might change our  relationship going forward.” - Renu “ The sandwich generation refers to a generation of people who are looking after their parents at the same time , they are looking after their own children. You may even hear about the double-decker sandwich generation; these people are looking after three generations at once. For instance, they may be looking after their parents, grandparents, and their own children at the same time. Caring is often a labour of love, and with the right tools and support it can be a transformational experience. Without adequate support and tools however, the emotional. personal health and financial costs of caregiving can be overwhelming.” Rick (narration) “Caring for my father is a privilege of course, he has always been good to us and I love him, but I do feel stretched rather thin - the five roles of Daughter, Wife, Mother, Grandmother, as well as Executive Director, can be a lot for me to manage every day.... I'm really looking forward to the upcoming cruise and for some time to  relax and breathe in the sea air.” - Renu Full-time working sandwich generation caregivers spend approximately three hours daily caring for their parents and children outside of working hours. The Sandwich Generation, caught between caring for their children, sometimes grandchildren, and supporting their own aging parents, faces several challenges: Financial Strain: Balancing the costs of raising children (education, extracurricular activities, etc.) with the expenses of caring for elderly parents (medical bills, assisted living, etc.). Juggling multiple financial responsibilities can lead to stress and strain on personal finances. Emotional Stress: Feeling torn between the needs of children and parents. Coping with emotional demands, such as providing emotional support to both generations. Guilt or anxiety about not being able to meet everyone’s needs fully. Time Management: The constant juggling act of work, parenting, and caregiving. Lack of personal time for self-care, hobbies, or relaxation. Prioritizing urgent needs while feeling overwhelmed by the sheer volume of responsibilities. C O NT I NU E ITEM 6 of 20 Renu's Vision Changes “ We are going to work through a number of real-life scenarios that will help to illustrate some customer experiences to learn from. Renu has been using reading glasses for the past few years. When Renu forgets to wear her glasses her friends often notice how she holds reading material at arms length while squinting.” Rick “ I can't seem to get used to the idea of needing to wear reading glasses even though I've had them for a few years. The eye strain of my job does not help, I'm sure!” - Renu C O NT I NU E ITEM 7 of 20 Age-Related Changes to Vision “ Difficulty reading small print up close can be caused by a condition called presbyopia. Generally, it is believed to be an age-related condition caused by a gradual thickening and loss of flexibility of the eye lens. This condition usually starts in the early 40s and it is believed that by age 50 most individuals are experiencing this condition to some degree.” Rick (narration) The Most Common Aging Vision Change...  PRESBYOPIA The term “presbyopia” comes from a Greek word which means “old eye.”  Point 1 What is it? Presbyopia occurs when the eyes gradually lose the ability to see things clearly up close.  Point 2 When does it happen? Many start to notice evidence of presbyopia around age 40.  Point 3 How to correct it? There is no way to stop or reverse the normal aging process that causes presbyopia. However, presbyopia can be corrected with eyeglasses, contact lenses or surgery.  Summary Presbyopia is considered a normal age-related vision change. C O NT I NU E ITEM 8 of 20 Supporting Vision  Vision Changes 00:03 (click for audio above) Here are a few great tips for supporting people with vision changes in your home or work environments.  Point 1 Illumination 00:05 (click for audio above) Ensure lighting is adequate by increasing the illumination by 30 percent.  Point 2 Font Type 00:07 (click for audio above) When printing materials use an 11 - 12 size recognizable and clean font  Point 3 Vision Aids 00:06 (click for audio above) Having a magnifying glass on hand is often useful and inexpensive reading glasses in a variety of locations as well  Summary T hough these are simple tips, they do make a big impact in supporting people with vision changes C O NT I NU E ITEM 9 of 20 Customer Service Quiz In the previous vignette, Renu could not read the bill when it was handed to her... Question 01/01 What could the server do to provide an exceptional customer experience for Renu? Read the bill out loud to assist Renu Pretend not to have overheard Renu's comment when the bill is brought to the table Recognize that Renu is in need of a visual aid, and offer her a pair of spare reading glasses that the restaurant has available for just such 'emergencies'. ITEM 10 of 20 Age-Related Changes to Hearing Maintaining hearing health is very important. Early detection and management of changes in hearing can significantly improve quality of life. “ Did you know as we age, we progressively lose our ability to hear the higher tones. This is called now here's a big word presbycusis just about as difficult to pronounce as it is to hear. And this can begin in our 50s sounds transmitted through electronic devices such as telephones, televisions and PA systems can distort the sound even more. So pay particular attention when giving important information over the phone.” Rick (narration) C O NT I NU E ITEM 11 of 20 Impact of Hearing Loss Hearing Loss can have serious negative consequences for an aging person, impacting their relationships, well-being, daily life and even safety. Here are ways that hearing loss can impact a person... Social Isolat ion - avoiding social situations that are experienced as stressful Mood / Ment al Healt h Decline - depression or anxiety related to hearing stressor Independence - decline in confidence in advocating for themselves and being understood Social and Relat ional - strained relationships with family and friends can occur with feelings of frustration due to changes in communicating Qualit y of Lif e - inability to enjoy activities such as music, movies, theatre etc. Cognit ive Decline - Some research suggests hearing loss is connected to cognitive decline, indicating a higher risk of dementia. Healt h and Saf et y - inability to hear warning sounds, or C O NT I NU E ITEM 12 of 20 Supporting Hearing  Hearing Changes 00:04 (click for audio above) Here are a few great tips for supporting people with changes in hearing ability  Point 1 Enunciation 00:06 (click for audio above) When talking, slow down and enunciate clearly, especially for words ending in 'd' or 't'.  Point 2 Telephone 00:07 (click for audio above) Listening on telephone can be the most challenging! When leaving a message recite a follow up telephone number slowly and repeat it again at the end of your voicemail.  Point 3 Writing 00:05 (click for audio above) When possible, follow up important information in writing or by email to ensure it was received correctly.  Summary Changes in hearing impact a persons daily life in significant ways. All efforts to communicate effectively will positively impact the effectiveness of the relationship. ITEM 13 of 20 Effective Communication When someone has hearing loss, oral communication, a vital function of participating in society and relationships, is negatively affected. But remember, effective communication goes far beyond spoken words. Gestures and facial expressions enhance the meaning of the message. C O NT I NU E ITEM 14 of 20 8 Ways to Support Hearing in Communication When communicating with someone who has hearing loss, it’s essential to be mindful and considerate. Even small adjustments can make a significant difference for someone with hearing challenges. Here are some practical suggestions to enhance communication:  Est ablish eye-cont act before you start to speak so the 1 person is prepared to receive your message. 2 Face t he person direct ly: Helps to read your lips and facial expressions. Speak clearly: Articulate your words. Avoid mumbling or 3 speaking too fast. 4 Reduce background noise: Turn off background noises or appliances. Keep hands away f rom your f ace: Visibility of your lips helps 5 with lip-reading 6 Use t he person’s name: Get persons attention before speaking. Rephrase missed st at ement s: Express statements 7 differently as needed. 8 Seek conf irmat ion of underst anding: This ensures effective communication! C O NT I NU E ITEM 15 of 20 Renu's Hearing Challenge “ Here is another customer experience Renu had. Although you would not notice it renew wears the hearing aid in her left ear. She suffered permanent damage in her left ear as a child as a result of an ear infection that did not heal properly.” Rick (narration) "Even though I've lived with hearing loss most of my life, I'm noticing as I get older that it's becoming a bit more stressful, and at times exhausting, to filter the background noises of restaurants and large groups of people". Renu “ While preparing to leave the restaurant, Renu checks her cell phone and hears the following message... This is a message from ACME courier services. We have a package for delivery. Please call us to confirm that you will be available on Friday and please make sure you cite the tracking number, our phone number is 123-555-5767 and the tracking number is D-4937-T276-DPS3” Rick (narration) C O NT I NU E ITEM 16 of 20 ACME Delivery Phone Message "I'm actually surprised at how stressful it can be to talk on the phone at times. When someone goes out of their way to respectfully take their time in relaying a message, I really notice it." Renu A GREAT PHONE MESSAGE THAT TICKS ALL THE RIGHT BOXES...  01:24 (Click for Audio) Hello, This is Susan from ACME courier services. We have a package for delivery and need you to call us to confirm your availability to receive the delivery this Friday in the morning. I will give you our phone number and tracking number for your reference and I'll repeat it again at the end of the phone message to ensure you've had a chance to write it down. Please call ACME delivery at 123-555-5767. When you call, cite the tracking number as follows: D(as in delta) 4937 - T(as in tango) 276 - D(as in delta) P(as in papa) and S(as in sierra). The last digit is the number 3. I'll repeat the phone number and tracking number now, call ACME delivery at 123-555-5767. And when you call, cite the tracking number as follows : D(as in delta) 4937 - T(as in tango)276 - D(as in delta) P(as in papa) and S(as in sierra). The final digit is number 3. Thank you. Susan C O NT I NU E ITEM 17 of 20 RENU: Summary of Learning 00:28 (Click for Audio) With Renu you were introduced to some of the vision and hearing changes that can be experienced as we age. Unless Renu told us, we probably wouldn't know that she was struggling to read the menu and the bill and to hear her friends in a noisy environment.  I wonder how many customers in your business are straining to read and hear easily and no one was aware of their difficulty. Hmm, do you think they might feel cut off? 00:15 (click for Audio) Renu leads a busy lifestyle and wants the business and professionals who serve her to help her save time and simplify her life. She believes she should not have to work hard to read your information or strain to hear your message. Understanding how people like Renu are navigating the marketplace will give you an ability to provide memorable customer service. Recogniz ing t he sandwich generat ion. Understand that many people are balancing caregiving for both children and aging parents. Keeping vision aids accessible. Magnifying glasses and reading glasses should be readily available. Recogniz e t he impact of hearing loss on communicat ion. It affects social interactions and relationships. By applying these insights and strategies, you can significantly enhance your service to older adults, fostering a more inclusive and supportive environment. “As an ED and as a consumer it has been my experience that small gestures gain trust and simple things matter. You improve customer service and satisfaction when you provide  a comfortable, safe, and respectful experience for everyone. No one should have to work hard to give you their money!” - Renu C O NT I NU E ITEM 18 of 20 KNOWLEDGE CHECK ITEM 19 of 20 STUDY NOTES People will forget what you said. They will forget what you did. But they will never forget how you made them feel. Maya Angelo u C O NT I NU E ITEM 20 of 20 END Thank you for completing the course!