Communication & Client Relations Flashcards

During an accessibility consultation, a deaf client communicates via ASL interpreter. How should the consultant direct their communication?

Answer: Speak directly to the client, maintaining natural eye contact, while the interpreter facilitates

Professional etiquette and respect require speaking directly to the deaf client while the interpreter conveys the message.

A CEAC consultant is preparing a report for a client who is a first-time property owner with no ADA background. Which approach is most appropriate?

Answer: Define all technical terms, include a glossary, and use plain language explanations alongside code references

Plain language with defined terms ensures first-time clients understand findings and their implications without sacrificing regulatory accuracy.

Which of the following best demonstrates active listening during a client intake interview for an accessibility assessment?

Answer: Taking notes, paraphrasing client statements, and asking clarifying questions

Active listening involves engaged responses such as paraphrasing and clarifying questions to ensure full understanding of client needs.

A client requests that a CEAC consultant omit a significant accessibility barrier from the final report to avoid disrupting a pending real estate sale. How should the consultant respond?

Answer: Refuse to omit findings; explain that accurate reporting is an ethical and professional obligation

Omitting material findings would violate professional ethics and could expose both the consultant and client to legal liability.

What is the primary purpose of a pre-assessment kickoff meeting with a client?

Answer: To align on project scope, client priorities, site access logistics, and communication expectations

A kickoff meeting establishes shared understanding of scope, logistics, and communication, reducing misunderstandings throughout the project.

A client from a different cultural background appears uncomfortable with direct eye contact and frank criticism in the consultant's feedback style. What should the consultant do?

Answer: Recognize cultural differences, adapt communication style while maintaining professional accuracy

Cultural competence requires adapting communication style to respect client backgrounds while preserving the accuracy and completeness of findings.

A client asks for a verbal-only accessibility report instead of a written document. What risk does the consultant face if they agree?

Answer: There is no documentation to verify what was communicated, creating liability and professional risk

Without written documentation, the consultant has no record of what was reported, which creates significant professional and legal exposure.