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Broadcasting and Creative Industries Disability Network

Communicating with Disabled People

Communication skills are vital in developing relationships with disabled and non-disabled audiences and employees alike.

Common sense and courtesy tells us:

Be patient and listen attentively
Use a normal tone of voice when extending a welcome
Do not attempt to speak, or finish a sentence, for the person you are speaking to
Never ask "what happened to you?" Restrain your curiosity.
Address a disabled person by their first name only if you are addressing everyone else with the same familiarity.
Speak directly to a disabled person, even if they are accompanied by an interpreter, personal assistant or companion.
Never make assumptions about what anyone can do (or cannot do!).

People are increasingly sensitive to the way in which "the language of disability" can inadvertently reinforce negative stereotypes.

Certain words and phrases may give offence. Although there are no concrete rules, it is helpful to understand why some terms are preferred to others. And preferences vary, so if in any doubt be prepared to ask the individual.

Most people who see disability as an equality issue strongly prefer the term "disabled people" since this best reflects the view that people with impairments or medical conditions are disabled by a society that fails to remove unnecessary obstacles. Some disabled people prefer the term "people with disabilities" because it puts the person first. Other disabled people may not see themselves as disabled at all, even though they may be defined as such legally – including those who are deaf from birth and use Sign Language, those with a long-term medical condition or those who have experienced mental illness.

A few general pointers:

A disabled person is not defined by his or her impairment. Nobody wants to be given a medical label.
Labels say nothing about the person; they simply reinforce the stereotype that disabled people are "sick" and dependent on the medical profession.
References such as "an epileptic" or "a diabetic" are dehumanizing. If you need to refer to a person's condition, say a person who has epilepsy or diabetes.
Do not be embarrassed about using common expressions that could relate to someone's impairment, for example, "See you later" or "I'll lend you a hand."
Avoid using language that suggests disabled people are always frail or dependent on others, or which could make disabled people objects of pity, such as "sufferers from" or " a victim of".
Do not use collective nouns such as "the disabled", "the blind" or "the disfigured". These terms imply people are part of a uniform group that is somehow separate from society.

Disability Etiquette

One universal rule is never to assume you know what assistance, if any, a disabled person requires. Ask if, and what, assistance may be needed.
Treat a disabled person in the same manner and with the same respect and courtesy you would anyone else.
Treat adults as adults.
Do not make assumptions about the existence or absence of a disability; many people have disabilities that are not visible or immediately apparent.
Use appropriate physical contact, such as a handshake, as you would with anyone else.
A disabled individual may not introduce a personal assistant or human aid to communications (for example an interpreter). Take your lead from the person using their services.
Assistance dogs (with a hearing or visually impaired person, a wheelchair user, or someone with epilepsy) are working dogs. They should not be treated as pets. They will, however, need water and somewhere to use as a toilet.
Know where accessible (and other) toilets, drinking fountains, water coolers, and telephones are located.

Meeting People who are Blind or Visually Impaired

Identify yourself clearly and introduce any other people present. Clearly indicate where people are located. (In work situations it's important to do this at the start of a meeting.)
If speaking in a group it is helpful to identify the name of the person you are speaking to. People should introduce themselves before speaking.
To shake hands, say "Shall we shake hands?"
Before offering assistance, ask the individual how you may help. If the person asks for assistance, ask, "May I offer you an arm?" rather than taking an arm. This enables you to guide, rather than "propel" the person.
Remember that most people with impaired vision do have some residual sight.
If you are guiding someone, tell them when steps, stairs, ramps or other obstacles occur, and whether they are up or down.
When you are offering a seat, guide the person's hand to the back or arm of the seat, and say this is what you are going to do.
If leaving someone with a visual impairment in an area unfamiliar to them, inform the person you are leaving and connect them with someone else.
When entering an unfamiliar area, give a brief description of the layout.
Where someone might normally take notes, ask if they would like to tape the meeting or conversation.
Provide written communication in an accessible format and, if possible, in the person's preferred format, such as floppy disk, in large print, on audio-cassette or in Braille.
Papers for meetings should be available in advance, including minutes and any papers to be tabled. (These can be emailed if the person concerned uses a computer that has speech related text or is linked to a Braille printer.)

Meeting People who are Deaf or Hearing Impaired

There are many different degrees and types of deafness and different ways for deaf people or those with hearing impairments to communicate. Some people who are profoundly deaf (usually from birth) use Sign Language as their first language.

Try not to feel uncomfortable about communicating with a deaf or hearing impaired person, even if the communication feels awkward at first.
If you do not understand what someone has said, ask him or her to repeat the sentence. Do not pretend you have understood when you have not.
Ask the person to tell you how they prefer to communicate.
Speak one at a time at meetings or gatherings. This enables lip-reading or interpreter communication.
Written notes may help you present complicated information.
Make sure a deaf person is looking at you before you begin speaking as he or she may need to lip-read. A gentle touch on the shoulder or arm will capture their attention.
Keep background noise as low as possible.
Check regularly that you have been understood.
Stick to the agenda.
Book interpreters or other support in advance.
For interviews and meetings use a qualified Sign Language interpreter.
If a sign language interpreter is present, speak to the deaf person, not the interpreter.
Use an induction loop, enabling hearing impaired people to tune in their hearing aids directly to speakers and minimise background noise.

Meeting People who Lip-Read

Many people reinforce what they hear with lip-reading. A few deaf people with no hearing at all use this alone. This is a demanding and tiring skill.
Look directly at the person you are speaking to.
Do not speak with your back to a light source as this will put your lips in shadow.
Make sure you are visible and in good lighting when talking.
Speak clearly and at an even pace, but do not distort or exaggerate your lip movements.
Stop talking if you must turn away.
Do not use exaggerated gestures.
Do not block your mouth with your hands, cigarettes or food.

Meeting People who are Deafblind

While deafblindness is a combination of hearing and sight impairments, remember that deafblind people are not always completely deaf or blind. In fact, most deafblind people do have some residual hearing or sight or both. The advice provided in the sections on people with impaired vision or hearing may, therefore, also apply.

A deafblind person may speak to you but may not hear your voice. Let the person know you are there. Approach from the front and touch the person lightly on the arm or shoulder to attract their attention.
Many deafblind people need to be guided. Individuals will have their particular preference as to how they wish to be guided. Some deafblind people experience poor balance.
A deafblind person may be supported by a communicator-guide, or interpreter. Remember to speak to the individual rather than their assistant.
Do not grab or "propel" a person. Let them know you are offering to escort them by guiding their hand to your elbow.

Meeting People with Speech Difficulties

Be attentive, encouraging and patient, but not patronizing.
Slowness or impaired speech does not reflect a person's intelligence.
Refrain from correcting or speaking for the person. Wait quietly while the person speaks and resist the temptation to finish sentences for them.
If you need more information, break down your questions to deal with individual points that require short answers.
If you do not understand what someone has said, ask the individual to say it again. Never pretend to understand when you do not.

Meeting People with Mobility Impairments

Do not lean on a wheelchair. A wheelchair is a user's personal space.
If you are talking for more than a few moments to someone in a wheelchair, try to position yourself so you are at the same level, or at least ask the person if they would like you to sit down.
Be aware of your manner when you kneel or crouch to speak with the person. Do not alter your treatment of the individual. Treat adults like adults.
If there is a high desk or counter, move to the front.
Never touch or move crutches, canes, or push a wheelchair without the user's consent.
Offer a seat to as someone who does not bring their own.
Speak directly to a wheelchair user, not to their companion.
Unless you know it is easy to move around your building in a wheelchair, offer to help. Heavy doors or deep-pile carpets are just some of the hazards to watch for. Do not assume ramps solve everything; they may be too steep or slippery.
Do not be offended if your offer of help is refused. Many wheelchair users prefer to travel independently whenever possible.

Meeting People with Learning Difficulties

Many people born with learning difficulties, those in the early stages or dementia or people who acquire a brain injury, live full and independent lives in the community. Most can make their own choices, with varying levels of support. The following may apply to any of these individuals:

Begin by assuming the person will understand you.
Speak to the person as you would anyone else. Do not assume you can predict from your initial impression what the person will or will not understand.
Keep all communication simple. Avoid jargon.
Consider putting information in writing, including your name and phone number.
Provide straightforward summaries of written information.
You could offer the person an appropriate record of a conversation (for example, an electronic version, or "easy to read" notes) so they can consider it again later and keep a record.

Meeting People with Mental Health Problems

Someone experiencing the emotional distress and confusion associated with mental health problems may find everyday activities very hard. Often the most significant disability people with mental health problems experience is created by the attitudes of others.

Be patient and non-judgmental.
Give the person time to make decisions.
Provide clear and timely information with the aim of ensuring people arrive at a meeting as unstressed as possible.
Remove any sources of stress and confusion, for example, noise, flashing lights.
A person may require an advocate to help access information, or attend meetings or interviews.

Meeting People with a Facial Disfigurement

Some people are born with a disfigurement and others acquire it through accident or illness. Disfigurement is usually only skin deep, but it can be associated with facial paralysis and other impairments such as speech difficulties. Like any disability, it does not mean the person is any different and certainly does not affect his or her intelligence. Most of the difficulties, indeed discrimination, people with facial disfigurement experience, stem from other people's behaviour.

Make eye contact, as you would with anyone else. Do not stare. Smile if you would for someone else.
Listen carefully, and do not let the person's appearance distract you.

Interviews

When preparing to interview a disabled person, you may need to adjust your usual arrangements. Do not assume you know what will be needed. Ask the individual.
Every candidate should be asked if they have any particular requirements in connection with the interview, if they are to do well.
Although you should be prepared to make adjustments, do no make assumptions about what a person can or cannot do. Disabled people often develop their own creative solutions to work-based challenges.
Focus on the main task and requirements of the job and the person's skills.
Do not be distracted by issues which are not related to work, such as gender, age, disability or ethnic origin.
Restrict questions about the effect of the person's disability to those that potentially affect their ability to do the job.
One might be, "How can we help you be successful in this job?"
Only ask about the person's life outside work if you would ask such questions of every other candidate.
Do not ask, "What happened to you?"

Adjustments for Interviews

Examples of adjustments you might make at an interview include:

Changing the venue to a more accessible interview room for a wheelchair user.
Re-arranging the seating or lighting so that a deaf person can lip-read more easily.
Arranging for an appropriate person to help you communicate, such as a sign language interpreter.
Allowing the individual to bring an assistant or companion to the interview. They might not want them to come in, so a waiting place nearly may be needed.

Meetings and Events

When planning a meeting or event remember that "access" refers to facilities as well as buildings. It covers approaches, entrances, floor surfaces, lifts, speaker platforms, lecterns, catering and toilets, as well as providing extra time, interpreters and communications support, notes in Braille or on audio cassette, large print programmes and auxiliary aids such as hearing loops.

If you think there may be access problems, either give advance warning of the problem, or preferably, find a better venue.
Advertise that the venue is fully accessible, providing relevant detail, or disabled people may not risk coming.
Make sure reception staff know you are expecting disabled people. Ask them to read this guide and tell them about any particular requests.
Ensure there is room for people with visual or mobility impairments to move about easily, both at the meeting and when taking refreshments.
Make sure help, and some seats and tables, are available. It is difficult to sign with a glass of champagne in your hand!
Reduce or remove any background noise.
Offer clipboards to wheelchair users.
Make sure parking arrangements are adequate. Provide directions and, if necessary, valet parking.
Clearly sign accessible toilet facilities, and ensure that staff are aware of their location.
Staff should be aware of the evacuation plan, including refuge point and evacuation procedure.
Ideally, the building should be equipped with a "deaf-alert" (that is, a visual) fire alarm.

Invitations

On papers that go out before the meeting, ask people to let you know what adjustments they need.
Rather than referring to "special needs", ask if people have any "particular requirements".
Use a phrase such as, "Please let us know what we can do to make our reception fully accessible to you?" or, "Do you need us to change anything to make sure you play a full part in this meeting?"

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