The MINDful project
MINDful is a project funded by the Erasmus+ programme. The project addresses the labor shortage in the EU’s retail sector and aims to tackle the employability challenges faced by Persons with Disabilities (PwD), particularly those in rural areas. It acknowledges the reluctance of employers to hire PwD due to existing barriers in work environments and the labor market. The project aims to equip retail employers with the necessary knowledge to create inclusive workspaces, provide assistance in job seeking, and develop a PwD-friendly environment. By leveraging the retail sector’s high employment potential, the MINDful project aims to bridge the gap in PwD employment by offering tailored training programs for retailers, ultimately fostering inclusive employment practices.
The MINDful Retail Inclusivity Report
The MINDful Retail Inclusivity Report focuses on providing an overview of the situation in the three countries of the partnership: France, Spain, and Greece. Each partner submitted a questionnaire and interviewed relevant stakeholders to collect feedback about the professional inclusion of PwD in their country.
This report is based on questionnaires and interviews about the inclusion of PwD in retail workspaces. The survey received overall 239 answers from the participating countries; namely, 84 answers were received from France, 101 answers were received from Greece, and 54 answers were received from Spain. Additionally, a total of 30 interviews have been conducted, namely, 10 in France, 10 in Greece, and 10 in Spain.
This report will give an overview of these responses, with the majority of respondents coming from the following retail workspaces:
It is observed a relatively young retail workforce, as 45% of the retailers have been working in the sector for 1 to 5 years, followed by those who have been working for 6 – 10 years (25%).
As this report focuses on the inclusion of people with visual, hearing, or physical disabilities (PwHVPD) in the retail sector, the central and overriding question in the survey questionnaire and the interviews was whether retail businesses in the participating countries employ or have employed in the past PwHVPD or if they were aware of any company employing PwHVPD.
In the chart above, it is observed that 56% of the retailers stated that their companies do not employ currently or have not employed in the past PwHVPD while 44% of them stated the opposite.
As far as the 30 participants in the interview-based survey, at first, regarding their profiles, the majority of them are VET trainers (20) while the rest are Chambers of Commerce staff members (10). Generally, they have diverse specializations and areas of study, including different fields of special education (e.g., physical), administrative work, IT-related employment, etc., having in common that all either have delivered training to employees of the retail sector or people with disabilities or having worked with the latter.
Regarding the open-ended question to these interviewees related to their previous experience in working or training with PwHVPD, or being aware of retail businesses employing PwHVPD, generally, there is significant awareness and practical experience across different sectors in the participating countries, particularly in education and healthcare. Engagement with PwHVPD is perceived as active, reflecting a wide recognition of their work value and a positive attitude toward them, by recognizing their unique skills and contributions. In Greece in particular, there were several mentions of the adapting training courses and materials trend that aims to meet PwHVPD’s diverse needs, thus demonstrating a proactive approach. Overall, a commitment to the inclusivity of PwHVPD and the recognition of their valuable contributions is pointed out.
I. Processes in workspaces
1. Accessibility of workspace and premises, and equipment for PwHVPD
To the question “To what extent do you think that your workspace and premises are or would be accessible (in case it does not involve people with disabilities yet) for people with hearing, visual, or physical disabilities?”, the retailers responded as following:
It is observed that most of the retailers (36%) believe that their workspace and facilities are moderately accessible, followed by those who perceive them as slightly accessible (22%). On the contrary, only 10% consider their workspaces as extremely accessible for PwHVPD and 13% as not accessible at all.
Moreover, to the open-ended question “Do you think that the workspaces and equipment of your company are or would be suitable for employing people with hearing, visual, or physical disabilities?”, various perspectives on workplace accessibility and inclusivity emerged from participating countries. More specifically:
In Greece, there is skepticism regarding the suitability of retail businesses’ workspaces and equipment for employing PwHVPD due to the lack of benefits provision for them. In Spain, there is a strong belief that it is very important to have accessible workspaces and equipment, thus indicating a general awareness and support for inclusivity, expressed with suggestions including making necessary adaptations such as ramps and adjustable desks to make the workspaces more suitable for PwHVPD. This forward-thinking mindset allows the recognition of the need for accommodations and support to improve the work efficiency of all employees, regardless of having any abilities or not. Finally, in France, the challenges derived from the variety of job requirements are pointed out, particularly in sectors like healthcare where enhanced physical and visual abilities are required. Current workspace setups are perceived as not suitable in terms of the nature of the work and physical layout for people with severe disabilities, particularly the blind or deaf ones, despite some indications that adaptations for certain disabilities have already been implemented to enhance the inclusivity of the work environments.
In conclusion, a general inadequacy in current provisions for employees with disabilities within the workspaces is indicated, however, there is a progressive stance and an acknowledgment of the necessity for respective adaptations that will increase workspace inclusivity. Although challenges in adapting workspaces for disabilities exist, there is awareness of the need for implementing more inclusive practices.
To the question “Have you noticed any specific arrangements or technologies implemented in the retail workspaces that enhance accessibility for people with hearing, visual, or physical disabilities?”, the majority of the retailers (49%) answered negatively while 29% of them declared that they were unaware of these, as it can be observed in the chart above.
For those who responded positively to the question above, they could also respond to the open-ended question “If yes, what are these arrangements or technologies that you have noticed?”. Their answers reveal a variety of arrangements and technologies that are implemented in retail workspaces and contribute to enhancing accessibility for PwHVPD. Among the most commonly mentioned are the placement of larger, colorful displays, signs written in braille and respective keyboards, voice commands, which assist visually-impaired people, light signals, subtitles, and voice commands, which are helpful for hearing-impaired people, designed aisles, toilets, and lifts as well as larger rooms, adapted seating arrangements, ramps, adjustable desks, lower access shelves, intercom systems, and dedicated checkouts, which facilitate accessibility mainly for physically-impaired people. These responses indicate a commitment to improve inclusivity and accessibility based on specific examples that ensure optimal accommodation of PwHVPD in retail work environments.
Regarding the insights from the question “Based on your experience, what would be your key suggestions for increasing the accessibility and participation of individuals with disability in a workspace or the educational area?”, the importance of creating inclusive environments in both work and educational settings to enhance the accessibility and participation of PwHVPD is pointed out.
More specifically, in Greece, training employees to understand and support PwHVPD is perceived as necessary, as well as fostering disability awareness and inclusive policies. Additionally, improvements in infrastructure, such as ramps, lifts, accessible restrooms, and proper lighting, that will facilitate mobility and accommodate diverse needs were also mentioned. Moreover, accessible educational materials and equipment, as well as support for career guidance and counseling are considered inclusivity requirements. An analogous perception can be found in France, where a meaningful suggestion comes up; namely, the shifting of the focus towards practical training in disabilities for non-disabled people. Along with these suggestions, in Spain, the need for awareness campaigns and training programs to normalize the presence of PwHVPD in workplaces and educational settings was mentioned, as the challenges posed by the diversity of disabilities and the difficulty of meeting diverse needs were acknowledged.
In conclusion, inclusive work and educational environments are perceived as crucial for PwHVPD, as well as disability awareness, and infrastructure adaptations to pursue the aim of increasing their accessibility and participation. Besides, inclusivity and support seem to be overarching across all these countries.
2. Well-being of PwHVPD in the workspace
The slight majority (36%) of the retailers indicated that their company either takes or is likely to take specific measures to support the well-being of PwHVPD to a moderate extent while 31% of them (combined) indicated that their companies do or are likely to do so to a very or extreme extend and, on the contrary, 33% of them (combined) that their companies do or likely to do so either slightly or not at all.
Regarding the key skills that can be developed in a retail company or by a VET course to promote the well-being of PwHVPD, insights from Greece, France, and Spain indicate both common ground and unique perspectives. More specifically, in Greece, acceptance, empathy, and awareness are perceived as crucial in fostering inclusion and well-being for PwHVPD. It is pointed out that PwHVPD should be treated as equals, focusing on their abilities rather than their disabilities, while disabilities should be destigmatized, and the challenges faced by PwHVPD should be seriously considered. As far as the workspaces, they should support autonomy and inclusion, with tailored support and mentorship. Additionally, patience, understanding, and acceptance of diversity should be outcomes of awareness and training programs while the need for a cultural shift is highlighted to develop a more inclusive mindset among retailers. In France, similar insights emerged, with the importance of fostering acceptance, empathy, and awareness being stressed, in particular. Finally, in Spain, inclusive policies are highly considered but there is a need for their further promotion to ensure inclusion and equality. Physical adaptations in workplaces are also highly considered to improve inclusivity for PwHVPD such as having their environments adapted to their needs, allowing them to work from home, and emphasizing the importance of e-learning too.
3. Flexible work conditions for PwHVPD
The slight majority (36% – combined) of the retailers indicated that their companies either don’t/aren’t likely to apply flexible working conditions for PwHVPD, such as flexible working hours or working arrangements (e.g. homeworking/remote working) or they do so/likely to do so to a slight extent while 32% of them indicated that their companies do or likely to do so to a moderate extend and, finally, 32% of them (combined) that their companies apply/likely to apply them to a great or extreme extend.
4. Encouragement of PwHVPD to apply for job position
It is observed that the majority of the retailers (39%) think that their companies either don’t or slightly encourage/are likely to encourage PwHVPD to apply for job openings while 33% (combined) of them think their companies are very or extremely likely to do so.
5. Clarity and quality of the information about the accessibility and adaptability of the workspace
42% of the retailers assessed the clarity and quality of the information shared by their companies on the accessibility and adaptability of the respective workspaces for PwHVPD as moderate, followed by 35% (combined) who rated them as either low or very low. On the contrary, only a combined 23% of them assess these information-sharing aspects as high and very high.
6. Good practices
A variety of good practices implemented across Greece, France, and Spain aiming to enhance accessibility and adaptability in workplaces for PwHVPD are mentioned in the survey. More specifically, in Greece, mainly wheelchair ramps, a general understanding and respect towards PwHVPD, special corridors for pedestrian and hearing-impaired people, accessible toilets, and mobility-friendly infrastructure are mentioned. In France, good practices mentioned include also the installation of access ramps, wide corridors, special checkouts, and fitting rooms, accessible elevators for physically-impaired people, darkened rooms electrical equipment like stackers and headphones, reduced music volume, walkie-talkies, colored supports, and large print materials for visually-impaired people, and, fire alarm vibrating boxes, as well as ground markings for dangerous areas, adapted workstations, part-time therapy, adapted timetables, and training for staff to better accommodate for all. In Spain, good practices mentioned are visual alert devices to make important announcements and emergencies through flashing lights or vibrations, adjustable workstations, and ergonomic equipment, including height-adjustable desks and specialized ergonomic chairs and keyboards for employees with physical disabilities.
Overall, French survey participants provided a more comprehensive set of good practices, thus reflecting a more structured approach to workplace accessibility and adaptability for PwHVPD compared to their Greek and Spanish counterparts. In Greece, the focus is on basic infrastructure, and in Spain on practical technological solutions and ergonomic workstations that address specific disability needs.
7. Specific training or guidelines on assisting coworkers or customers with disabilities
Regarding the reception of specific training or guidelines on assisting coworkers or customers with hearing, visual, or physical disabilities within their workspace by the retailers, the majority of them (77%) stated that they didn’t receive any.
As far as the insights regarding survey participants’ experience in providing courses or their awareness of any training programs addressing inclusivity in retail companies, in both Greece and France, a noted lack of experience and awareness of training programs tailored to inclusivity in the retail sector is mentioned. There are some special education programs for PwHVPD but generally addressed within the broader educational context or the public sector. So, a training gap in retail inclusivity is identified. In Spain, there is a retail digitalization program, realized as an e-learning, that could potentially allow the remote participation of PwHVPD, thus indirectly addressing inclusivity, as well as several labor and social integration programs, aimed at fostering inclusion. Overall, the survey reveals a prevalent lack of specialized training programs focused specifically on inclusivity within the retail sector.
II. Skills & behaviors
1. About the promotion of mutual understanding, solidarity, and support among employees
To the question “To what extent does your company promote or is likely to promote mutual understanding, solidarity, and support among employees?” the retailers responded as follows:
So, the main finding is that 34% of them stated that their company promotes or may promote mutual understanding, solidarity, and support among employees to a moderate extent and 26% stated that these actions are promoted a lot while only 8% stated that mutual understanding, solidarity, and support are not promoted at all in their companies.
As far as the insights of the VET trainers regarding the key skills needed to be developed to promote the inclusion of PwHVPD, see also Chapter I, Section 2 above.
2. About the confidence of communication skills and techniques to assist PwHVPD
The confidence of retailers in their communication skills or using relevant techniques and tools such as signage, braille information, or hearing loops to assist PwHVPD in their interactions within the workspace is shown as follows
So, the majority of retailers 31% are moderately confident, while 23% (combined) of them stated that they are either very or extremely confident, and 21% are not confident at all.
Moreover, in the open-ended question about what specific communication skills and techniques are emphasized in training programs to ensure effective interaction between employees and customers, in Greece, retailers don’t know specific communication skills and techniques that ensure effective interaction between employees and customers. However, some of them highlighted respect, communication, developing empathy, and promoting interaction with customers to make them feel welcomed, as well as making meeting their needs a priority. In the rest of the countries, several techniques and skills, such as ensuring accessibility for wheelchair users, and providing support for both disabled customers and employees are pointed out, along with the fostering of good interpersonal skills such as politeness, attentiveness, and helpfulness. Additionally, non-verbal communication is perceived as important, as well as the knowledge of sign language and the application of common sense without positive discrimination. Additionally, other skills mentioned include question reformulation, the use of Easy to Read and Understand (FALC) tools, understanding of the various types of disabilities, and adapting communication based on specific needs, such as clear articulation for hearing-impaired people and avoiding environments with excessive noise or visual distractions. Overall, the importance of effective communication in interactions was recognized.
3. About proactive behaviors to accommodate PwHVPD
The majority of the retailers (37%) stated that they have occasionally observed colleagues engaging in proactive behaviors, such as offering assistance, using available aids, or adapting communication methods, to accommodate PwHVPD in retail environments, followed by 30% of them who have rarely observed these behaviors. On the other hand, only 7% of the retailers have very frequently observed such behaviors in retail workspaces and only 9% have never observed such behaviors among colleagues.
Regarding the insights about specific crucial behaviors for retailers to be used to accommodate the employment of PwHVPD from Greece, France, and Spain, various perceptions were expressed. More specifically, in Greece, respect, training, and infrastructure adjustments are considered of key importance and necessary for making the daily lives of those people easier. Additionally, training of retail staff is considered equally important to foster a supportive and inclusive retail work environment for employees with disabilities. In France, adaptations in retail workspaces were mentioned including using Braille, redesigning spaces to make shopping aisles safe, building accessibility ramps, and elevators, and putting shelves at wheelchair level, among others. Training retailers to understand various disabilities and learn sign language is also considered a crucial inclusion aspect. Moreover, additional suggestions include bringing in external experts to guide proper behavior, adjusting job roles to minimize physical effort, promoting the use of hearing aids, and creating flexible work schedules. In Spain, teamwork, creativity, as well as personal and social competence among retailers are pointed out and promoted through education for optimal offering of inclusion opportunities. As a result, a common ground across all countries is the emphasis on the importance of training, education, and infrastructure adjustments when aiming to create inclusive retail workspaces.
4. About the involvement of external providers for the support of PwHVPD
57% of the retailers answered that their companies do not involve external providers to support PwD, such as NGOs or other organizations, while 35% of them are unaware of the possibility their companies offer this kind of support.
5. About the integration of a PwHVPD
Regarding sharing experience of successful integration of PwHVPD in retail workspaces, at first in Greece, it is indicated a lack of successful integration efforts from the retailers, suggesting that even if awareness and facilities for integration exist, its implementation is sparse. In France, retail businesses have integrated PwHVPD, providing examples of a physically-impaired retailer using a specialized checkout system, a hearing-impaired retailer using a designated sign and a light system for communication purposes, and adaptations in workstations and working hours. Additionally, it is stated that larger companies are legally mandated to hire a certain percentage of PwD, which led to the need to accommodate and support them properly. Despite them, some French retail businesses still face challenges or cannot employ PwD, indicating the persistence of these barriers. Finally, in Spain, there is a similar landscape, with the integration efforts including workspace accessibility assessments, and proactive procedures for the smooth integration of recruits.
6. About the recruitment process
The responses given to the question “In your recruitment process for retail positions, do you include or are likely to include specific assessments to measure the adaptability of candidates with disabilities in handling diverse tasks and customer interactions?” are the following:
The majority of the retailers (39%) are unaware of any assessment of this kind in their companies, followed by 34% of them stating that these assessment measures don’t exist in their companies.
Additionally, to the question “Do you have, or do you think that your company should have, predefined criteria in place to evaluate the ability of candidates with disabilities to collaborate and work effectively in a team?” the following responses were provided:
It is observed that the majority of the retailers (47%) think that predefined criteria with which candidates with disabilities will be evaluated for their ability to collaborate and work effectively in a team should exist.
Finally, to the question “Is there a structured evaluation in your hiring process to assess the communication skills of candidates with disabilities?” the following responses were provided:
It is indicated that the majority of the retailers (47%) either believe that there is no structured evaluation of the communication skills of candidates with disabilities within the hiring process in their companies or are unaware of whether it exists or not (40%).
III. Work-related experience
1. Hiring process
Half of the retailers surveyed (50%) are unaware if there is a preference in their companies’ hiring process for candidates with disabilities who have experience in customer service, especially in the retail sector, while only 13% of them believe that their companies’ hiring process favors these candidates.
As far as the insights regarding the adjustments that could be made to facilitate the hiring process of PwHVPD, a collective need for more inclusive hiring practices and workplace environments for these people is pointed out. Across the participating countries, the common ground lies in the necessity of raising awareness among retailers, both employers and employees, about the unique needs and contributions of PwHVPD. Both in Greece and France, adapting interview and testing procedures to accommodate the variety of disabilities and utilizing the training programs’ potential for skills and employability enhancement for PwHVPD are perceived as important, while funding also seems to be crucial for acquiring the necessary equipment to motivate hiring them. The need for proactive measures for better understanding, communication, and preparation to support inclusion and integration is considered too. Finally, in Spain, it is suggested to create a manual or a website to explain and guide hiring adaptations, focusing on promoting accessibility in job advertisements. Also, a call for practical tools and resources to facilitate these adjustments is made. Overall, the overarching message is that there is a critical need to enhance the inclusivity of hiring processes to address the diverse needs of PwHVPD.
2. Activities to promote awareness and understanding of disability inclusion in the workplace
Overall, the majority of retailers admitted that their companies either rarely (35%) or occasionally (33%) implement activities to promote awareness and understanding of disability inclusion in their workspaces, specifically focusing on customer service roles in the retail sector, while only 7% admitted doing it so frequently or very frequently.
3. Opportunities for career advancement
Overall, only 23% of Greek retailers believe that PwHVPD is satisfied or very satisfied with the professional development opportunities provided by their companies. They rather believe that PwHVPD is either slightly or very dissatisfied (34%) due to the lack of these opportunities. However, the majority (43%) had a neutral perception.
4. Alignment of the job of individuals with disabilities with their educational and professional background
39% of the retailers stated that the work of PwHVPD is moderately aligned with their educational and professional backgrounds, while an overall 33% of them stated that their work is either slightly or not at all in line with these backgrounds.
Moreover, 41% of the retailers admitted that their organization does not provide sufficient resources and support to improve the work experience of PwD, particularly those with a background in customer service in the retail sector, while 28% of them admitted the opposite. Finally, almost one-third (31%) express their ignorance of this.
5. Measures or improvements to enhance the overall work-related experience of PwHVPD
There is common ground among retailers from France, Greece, and Spain regarding ways to enhance the work-related experiences for PwHVPD. More specifically, in Greece, the focus is on hiring these people while providing training tailored to enhancing inclusivity to all retailers. In France, internships, sponsor guides, tailored training, adapted equipment, flexible working conditions, and continuous evaluation are among the suggestions made. Finally, in Spain, training, physical accessibility, employee support network creation, and technological accommodations like screen readers and hearing loop systems were mentioned. Overall, the importance of training and accessibility was stressed across all participating countries.
6. Promotion of diversity and inclusion in the workplace
Regarding the promotion of diversity and inclusion in retail workspaces, at first in Greece, PwHVPD are considered role models and motivators, indicating their disabilities don’t limit their contributions. In France, retailers consider integrating PwHVPD into their workspaces to allow the promotion of open-mindedness, tolerance, and inclusivity, as well as to improve their companies’ image to the general public. They also point out that inclusive practices could be enhanced through government support. In Spain, retailers emphasize the benefits of employing PwHVPD to serve as role models, advocates, and educators regarding challenging stereotypes and inspiring innovation, highlighting also the importance of cooperation and mutual understanding to make a work environment healthier overall.
Overall, while all three countries recognize the positive impact of PwD on workplace diversity and inclusion, Greece focuses on inspiration, France on societal and corporate benefits, and Spain on representation and policy influence.
7. Positive or challenging experiences related to integrating PwHVPD
As far as sharing experiences and challenges related to integrating PwHVPD into retail workspaces, at first in Greece, despite the recognition of their valuable skills, there are still challenges related to inadequate training, lack of accessibility, and customer reluctance. In France, on the one hand, there are positive experiences that include teamwork and support from colleagues, on the other hand, there are persistent challenges such as inadequate facilities. Finally, in Spain, a successful integration of a physically-impaired person and the initial communication barriers of a hearing-impaired person was mentioned. The need for proactive measures, such as training, improved infrastructure, and fostering supportive and inclusive environments, are considered critical for successful PwHVPD integration in retail workspaces.
8. Specialized training programs for retail teams on supporting PwHVPD
The majority (71%) of the retailers believe that providing specialized training programs to teams of their colleagues to support PwHVPD can be an effective way to promote and support their work experience while only 13% of them disagree with this.
These insights can be enriched by additional ones received from VET trainers and Chamber of Commerce staff members interviewed during the survey, who also shared their positive or challenging experiences related to the involvement and inclusion of PwHVPD in work activities. More specifically, the need for better accessibility, inclusion, and support in educational and work environments was highlighted in all countries, while helpful initiatives such as interactive workshops and adapted teaching methods (e.g., subtitles, Braille) were also pointed out. The importance of systemic changes for providing equal opportunities and training programs focused on soft skills and PwHVPD employability were mentioned too.
9. Policies addressing the inclusion and accommodation of PwHVPD
64% of the retailers responded that their organizations do not have policies specifically related to the inclusion and accommodation of PwHVPD, which is a relatively high percentage.
IV. Challenges, prospects, & suggestions
1. Optimism about the likelihood of enhancing inclusivity within the retail industry
The majority of the retailers (40%) are moderately optimistic about the likelihood of inclusivity enhancement within the retail sector. 26% of them expressed slight optimism about it, while 21% and 6% were very and extremely optimistic about it respectively
2. Good practices to address challenges related to inclusivity for PwHVPD
While 72% of retailers are unaware of solutions and good practices that address challenges derived from PwHVPD inclusion in the retail sector, those who responded positively to the respective question (28%) mentioned several ones, including continuous information and training provision, appropriate and accessible infrastructure, inclusive printed materials, assistive technologies, flexible work arrangements, implementing universal design principles, etc.
3. Challenges faced by a company or a VET provider
Retail companies are likely to face some challenges in adapting and promoting inclusivity for PwHVPD in their workspaces, such as communication, accessibility, acceptance, and lack of appropriate logistical equipment and efficiency which are common to all participating countries. In more detail, the lack of basic accessibility features such as ramps, elevators, and accessible facilities, is identified as a key challenge for PwHVPD to move around the workspace safely and comfortably. There is also a lack of specialized equipment like adaptive keyboards, monitors, and hearing aids to accommodate sensory impairments. Training and awareness among colleagues and employers are crucial to fostering a supportive environment, with an emphasis on understanding their needs and abilities as well as providing emergency assistance. Additionally, societal attitudes and perceptions are also perceived as significant, thus indicating the necessity for awareness raising and training to combat stereotypes and biases that hinder inclusivity. Finally, the need to focus on physical accessibility, and technological accessibility, and to tackle communication barriers is underlined. The need to adapt work tools and ensure the accessibility of physical spaces is highlighted, along with the provision of adequate communication support and the addressing of attitudinal barriers among staff and customers. Ensuring both physical and technological accessibility, as well as adapting to technology, are underscored as key areas needing attention.
From the educational point of view, VET trainers and Chamber of Commerce staff members stress the important issue of acceptance of PwHVPD as well as the lack of awareness and understanding among the retail workforce members. Insufficient financial resources are also identified as a significant inclusivity barrier because it hinders the acquirement of necessary equipment and the upgrade of infrastructure. VET trainers point out the need for continuous learning and adaptability, both for them and PwHVPD, asking for mentorship programs and state support to facilitate successful integration. Fostering a culture of acceptance, shifting mindsets toward diversity and inclusion, and respective investments are perceived as highly important for creating an inclusive environment. Finally, significant knowledge gaps regarding the needs of PwHVPD among employees in retail companies are mentioned, while many facilities are not adapted to accommodate these people. There is also a lack of empathy and understanding of the daily challenges faced by individuals during their work.
4. Challenges faced by PwHVPD
According to the retailers, the biggest challenge for the effective participation of people with hearing disabilities in training programs is the lack of accessibility in study materials (96 out of possible 239 responses), followed closely by the absence of sign language interpreters (93), communication barriers with instructors and peers (90) and the limitations in assistive technology (89). On the other hand, limitations in participation in group activities were perceived as the least concerning among these challenges, as it gathered only 38 responses.
Moreover, regarding existing challenges for people dealing with visual disabilities during work-based training, retailers identified limitations in screen reading tools as the biggest challenge (111 out of possible 239 responses), followed closely by the lack of adequate description of visual content (104). On the other hand, obsolete materials were considered the least concerned challenge among them, as it gathered 82 responses.
Finally, regarding the obstacles to the work of people with physical disabilities, retailers have identified mainly the absence of trained staff to a very or extreme extent (146 responses combined out of 239), as displayed in the graph above, followed by the lack of inclusive policies (131 responses combined) to the same extent. On the contrary, the lack of physical accessibility is identified as the least observed obstacle for people with physical disabilities when working in retail workspaces.
5. General perception of the inclusion of individuals with disabilities
According to respondents, the general perception of the inclusion of PwHVPD in retail workspaces since the beginning of the COVID-19 pandemic varied. In Greece, the perception has not evolved significantly as no notable changes have been observed. In France, there are mixed perceptions; some retailers haven’t noticed or are unsure about any particular changes while others observed increased awareness and more discussions about inclusion, which has led to a greater recognition of the need for improved integration and concrete actions to make retail environments more accessible and inclusive. Finally, in Spain, although some retailers also believe that the situation hasn’t changed, a positive shift that includes increased awareness and efforts to accommodate the diverse needs of PwHVPD within the retail sector has been observed.
6. Strategies to enhance accessibility for individuals with disabilities
The most recommended strategies to enhance accessibility and engagement of visually impaired people in training spaces, based on retailers’ personal experiences, are both the provision of Braille or tactile resources for hands-on learning activities and the use of screen reader-compatible materials for online training sessions (126 out of possible 239 responses each), followed closely by the offering of audio descriptions for visual content during presentations (119 responses), ensuring of physical accessibility with clear pathways and signage in the training facility (116 responses) and employment of trained staff or volunteers to provide assistance and support during training sessions (113 responses). On the contrary, the least recommended strategy is the partnership with organizations or agencies specializing in services for individuals with visual impairments to ensure comprehensive support (78 responses), followed by the provision of orientation and mobility training to aid safe navigation in the training environment (85 responses) and the conducting of regular accessibility assessments and seeking feedback from participants to enhance the training experience (87 responses).
7. Technological resources or specific tools
Regarding whether technological resources or specific tools would be beneficial or not aiming to support the work of PwD, 82% of the retailers see benefits derived from their use while only 5% of them don’t, and 13% are unsure about it.
Finally, insights received and suggestions from France, Greece, and Spain on whether technological resources or specific online tools would be beneficial to support the work process or vocational education and training for PwHVPD, a strong consensus on their crucial importance was pointed out. More specifically, in Greece, the need for specific technological tools, such as screen readers and Braille displays for the visually impaired, captions for the hearing impaired, and adaptive hardware for physically impaired people was stressed, as well as the importance of increasing the accessibility of training materials using audio recordings, captioned videos, etc. Despite a general awareness of these technologies, knowledge, dissemination, and training gaps persist, while EU funds will be welcomed towards enhancing inclusivity. A similar situation is identified in France, acknowledging that there is still work to be done in terms of access, training, and awareness. Finally, in Spain, the COVID-19 pandemic helped point out the importance of technology for enhancing productivity and inclusion when there are limitations to physical mobility. The use of Microsoft Office 365, cloud-based tools, blockchain, and Big Data are perceived as essential resources to promote global participation, including PwD, as well as balancing the benefits of technological advancements between retail companies and the workforce, ensuring that no excessive costs will be required from retail businesses to implement accessibility elements.
V. Conclusions
The MINDful Retail Inclusivity Report will provide insights from the survey conducted in France, Greece, and Spain, aiming to identify challenges and opportunities associated with the inclusion of people with visual, hearing, or physical disabilities (PwHVPD) in the retail sector in these countries. In general, several key findings derived from the responses of the 239 survey and 30 interview participants that create a profile for retailers. So, retailers in these countries probably work in supermarkets or specialty/department stores, have little experience in the sector, probably between 1 to 5 years, as the survey revealed a relatively young workforce, while their companies probably don’t employ or haven’t employed PwHVPD, as a high percentage of them (56%) indicated so. Finally, there is substantial awareness of actively engaging with PwHVPD, as their unique skills and the contributions that they bring to the workforce are acknowledged. Overall, there is a broad commitment to the inclusion of PwHVPD in the retail sector and beyond, with a positive attitude towards their integration.
Processes in workspaces
The survey pointed out significant insights into perceptions and practices regarding the integration of PwHVPD into retail workspaces and in general, highlighting both challenges and progressive attitudes regarding inclusivity. A lack of workspace accessibility for PwHVPD is identified, as most survey participants rated them as only moderately or slightly accessible. This deficit is particularly pronounced in Greece, where there is skepticism about the absence of benefits for PwHVPD, while in Spain there is a more forward-thinking approach, where the support for inclusivity is strong. Suggestions for practical adaptations such as ramps and adjustable desks were made as challenges in job positions that require enhanced physical and visual abilities are noticed.
Despite the overall inadequacy identified, as almost half of retailers (49%) revealed a lack of specific arrangements or technologies to improve accessibility, it is encouraging that the necessity for adaptations to enhance workspace inclusivity is recognized, mentioning existing measures that highlight a variety of accommodations such as braille signs, voice commands, and physical adaptations such as ramps and adjustable desks, thus indicating a commitment to inclusivity. Moreover, retailers suggest increasing accessibility and participation of PwHVPD through fostering inclusive environments and creating training programs that promote understanding and support for disabilities. In this spirit, the need for cultural shifts towards acceptance and awareness, as well as the importance of awareness campaigns and training is stressed.
Regarding the well-being of PwHVPD in workspaces, a slight majority of retailers indicate moderate efforts to support it, with almost an equal split between those reporting high and low levels of support. Skills such as empathy, awareness, and acceptance are perceived as crucial, along with physical adaptations and flexible working conditions.
According to the survey findings, only 33% of the retailers believe that their companies are very or extremely encouraging towards PwHVPD in applying for job positions, while they are not proactive either. Information provision on workspace accessibility and adaptability is generally perceived as moderate, with significant portions of retailers rating it low. Good practices mentioned focus more on basic infrastructure and practical technological solutions.
Finally, the survey findings indicate a substantial gap in offering specific training or guidelines for assisting PwHVPD, as almost 8 out of 10 retailers stated that they haven’t received any. Overall, while the need for more inclusive practices is recognized and some good practices exist, there is a widespread lack of structured approaches and training programs dedicated to fostering inclusivity for PwHVPD within the retail sector.
Skills & Behaviours
The survey pointed out a comprehensive view of skills and behaviors related to the inclusion of PwHVPD within retail workspaces across France, Greece, and Spain. More specifically, the promotion of mutual understanding, solidarity, and support is at a moderate to high level among retailers, however, a concerning 8% don’t promote them at all, indicating a mixed yet positive stance on fostering an inclusive work environment.
Another crucial inclusivity aspect is retailers’ confidence in communication skills and techniques to assist PwHVPD, with almost 3 out of 10 of them expressing moderate confidence and a combined 23% expressing very or extreme confidence when communicating. However, 21% of them still lack confidence entirely, indicating a need to focus on enhancing specific communication skills and techniques, emphasizing the importance of accessibility, support, interpersonal skills, and non-verbal communication.
There are no concrete proactive behaviors to accommodate PwHVPD, as only 7% of retailers frequently witness them, while 37% observe them occasionally and 30% rarely, indicating also the need to take more consistent and widespread proactive measures. The importance of respect, training, and infrastructure adjustments is highlighted too in all countries. As far as external support from NGOs or other organizations, it is notably lacking, as 57% of the retailers noticed no involvement in them and 35% are unaware of this support. Finally, regarding the integration of PwHVPD in workspaces, in Greece, there are few successful integration efforts, while in France and Spain, the situation is better despite the persistent challenges.
As far as the recruitment process for PwHVPD in the retail sector, many retailers seem unaware of any specific assessments to measure adaptability (39%) or confirm their nonexistence (34%). However, many of them (47%) agree that there is a need for predefined criteria to evaluate the collaborative abilities of PwHVPD when they are job candidates. A structured evaluation of communication skills is also needed as it is either absent or unknown to 87% of retailers, indicating substantial room for improvement in hiring practices to ensure inclusivity.
Overall, despite positive practices and awareness, there are significant gaps in communication, proactive behaviors, and external support, as well as in the recruitment processes that require a comprehensive response to address them and, consequently, foster a more inclusive and supportive retail work environment for PwHVPD.
Work-related experiences
The survey pointed out a complex and multifaceted situation regarding work-related experiences in the inclusion and support of PwHVPD in the retail sector of France, Greece, and Spain. More specifically, many retailers are unaware of the existence of any preference in hiring practices for PwHVPD who are job candidates and already have customer service experience. Thus, a need for more inclusive hiring practices is highlighted, along with the necessity of raising awareness about PwHVPD’s unique needs and contributions, suggesting adaptations in job interview and testing procedures, and calling for funding resources for the acquisition of the necessary equipment.
There is also insufficient awareness and understanding of disability inclusion in the workspaces, as most retailers admit that their companies rarely or occasionally promote such activities, potentially causing dissatisfaction among PwHVPD regarding their career advancement opportunities.
Challenges also exist in the alignment of job roles with the educational and professional backgrounds of PwHVPD, as a significant portion of retailers noted alignment only at a moderate level, while many acknowledged the lack of sufficient resources and support to improve PwHVPD’s overall work experience. So, to enhance the overall work-related experiences of PwHVPD, common suggestions across Greece, France, and Spain include tailored training, internships, flexible working conditions, and improved physical accessibility. Continuous evaluation and support, along with technological accommodations like screen readers and hearing loop systems, are perceived as important too.
The promotion of diversity and inclusion is recognized as beneficial for retail businesses and society, as PwHVPD can be considered as role models while challenging stereotypes and inspiring innovation. However, challenges for PwHVPD related to inadequate training, accessibility issues, and customer reluctance persist.
Finally, specialized training programs for retail teams are widely supported, as most of the retailers believe in their contribution to effectively promoting and supporting the work experience of PwHVPD, however, it is mentioned that many retail businesses lack specific policies for the inclusion and accommodation of PwHVPD.
Overall, despite making positive steps towards inclusivity, systemic changes and a stronger commitment to inclusivity are still needed as essential elements of a supportive and equitable work environment for PwHVPD.
Challenges, prospects, & suggestions
The survey findings point out several insights into the challenges, prospects, and suggestions related to enhancing inclusivity within the retail sector for PwHVPD in France, Greece, and Spain. So, there is moderate optimism regarding the potential for enhancing inclusivity among retailers. However, there is also a significant challenge related to the lack of awareness of effective practices that promote it, for which continuous training, accessible infrastructure, assistive technologies, and universal design principles are suggested addressing measures.
It is highlighted that retail companies face multiple challenges in their efforts to create inclusive work environments, such as communication, accessibility, acceptance, and equipment issues. There is even a lack of basic accessibility features like ramps and elevators, specialized equipment for sensory impairments, and adequate training and awareness among retailers. A further complication to this situation derives from current societal attitudes and the need for awareness to combat disability stereotypes. Additionally, there are financial constraints that hinder the acquisition of necessary equipment and overall infrastructure adaptations. In fact, PwHVPD face significant challenges in training and workplace environments due to various deficits; the lack of accessible study materials, sign language interpreters, and communication barriers for hearing-impaired people, inadequate screen reading tools and descriptions of visual content for visually-impaired people, as well as physical accessibility barriers and lack of trained staff for physically-impaired people. Finally, after the COVID-19 pandemic, a generally positive shift towards inclusivity and increased awareness about it are mentioned.
As far as the strategies needed to be implemented to enhance accessibility, providing Braille and tactile resources, screen reader-compatible materials, audio descriptions, and ensuring physical accessibility are among the main ones. Technological resources are also overwhelmingly perceived as beneficial, mentioning specific tools like screen readers, Braille displays, and adaptive hardware highlighted.
Overall, despite general awareness of these strategies and technologies, gaps in knowledge, dissemination, and training related to inclusivity persist. The survey findings indicate the crucial role of technology in promoting it and in increasing productivity, particularly in the context shaped after the COVID-19 pandemic, while EU funds and state support are suggested as options solutions to help bridge these gaps and promote a more inclusive work environment in the retail sector.
Overall conclusion
From the survey insights included in the MINDful Retail Inclusivity Report, a growing commitment and positive attitude toward the inclusion of PwHVPD in the retail sectors of France, Greece, and Spain is highlighted, despite there are persistent significant challenges. Although the unique skills and contributions of PwHVPD are acknowledged by many retailers, they lack experience and structured approaches to foster inclusivity. Accessibility in workspaces remains generally poor, although there are some progressive attitudes. Practical adaptations such as ramps and adjustable desks are suggested, but only half of the retailers mentioned implementing specific accessibility measures. Skills such as empathy, awareness, and acceptance are highly considered, but proactive behaviors and confidence in communication with PwHVPD are not sufficient enough. External support from NGOs and comprehensive training programs are largely absent, while recruitment processes are also not well-adapted regarding effective evaluation of PwHVPD. However, despite these deficits, the benefits of diversity and inclusion are recognized, while retailers and sector stakeholders call for tailored training, improved physical accessibility, and utilize technology for inclusivity accommodations. Additional barriers derive from financial constraints and societal attitudes, but in the post-COVID-19 context a positive shift towards inclusivity is noticed, with EU funds and state support suggested as means to foster a more inclusive retail environment.
