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Disability Etiquette
AN AWARENESS COURSE FOR CO-WORKERS AND EMPLOYERS
Session Goal
Increase work productivity and
effectiveness through improved
awareness of human disabilities and
increased levels of comfort in working
with diverse groups of people.
Session Objectives
 Outline the various types of disabilities with which
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people may enter the workplace.
Explore our attitudinal barriers to working
successfully with people with disabilities.
Develop appropriate disability language within the
workplace.
Build appropriate skills to interact with people with
disabilities.
Briefly overview employment factors relating to
people with disabilities.
Disability Facts
•People with disabilities are America’s largest
minority group, making up 20% of the
population
•1 in 5 people has a disability
•It is one of the only minority groups that you
don’t have to be born into to join.
Kelton Research. (2008). Bobby Dodd Institute survey: Newsworthy analysis..
Attitudinal Barriers
If you want to
understand today, you
have to search yesterday.
~Pearl Buck
“miserable objects who cannot help themselves”
“No person who is
diseased, maimed,
mutilated or in any way
deformed so as to be an
unsightly or disgusting
object or improper
person to be allowed in
or on the public ways or
other public places in this
city, shall therein or
thereon expose himself to
public view, under a
penalty of not less than
one dollar nor more than
fifty dollars for each
offense.”
Weston State
Spencer State
Colin Anderson
Greenbrier Center
The Misconceptions
People with disabilities are often viewed as:
 Victims or objects of pity
 Horrible or grotesque
 Burdens
 Evil, some threat to
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comfort and safety of
others
Unable to do things
Having multiple
disabilities
Childlike
“Special”
Types of Disabilities
"It was ability that mattered, not
disability, which is a word I'm
not crazy about using.”
- Marlee Matlin
Variations in Disability Types
Adult Onset
Childhood Onset
Modern Disability. (2011). Disability etiquette… So everyone can relax and get the job done
Variations in Disability Types
Visible
Invisible
Modern Disability. (2011). Disability etiquette… So everyone can relax and get the job done
Variations in Disability Types
Temporary
Chronic
Modern Disability. (2011). Disability etiquette… So everyone can relax and get the job done
Variations in Disability Types
Nominally impairing
Significantly impairing
Modern Disability. (2011). Disability etiquette… So everyone can relax and get the job done
Variations in Disability Types
Stable
Progressive
Modern Disability. (2011). Disability etiquette… So everyone can relax and get the job done
Language
“Change your language
and you change your
thoughts.”
-Karl Albrecht
LANGUAGE
Can create
BARRIERS
or
OPPORTUNITIES
for people
Can foster an
epidemic of
IGNORANCE or
celebrate
DIFFERENCES
Oklahoma People First, Inc. (2011). People first language.
Language
Country
music singer
Hank Williams Sr
2006
winner of
Last Comic
Standing on
NBC
Joe Blue
Actor
Lethal
Weapon
Predator
Danny Glover
Center
Fielder for
Reds
Goodyear
Executive
William Elsworth
“Dummy Hoy”
Founder of
Virgin
Enterprises
Richard Branson
WWII war
hero
Fighter
pilot with
the Royal
Airforce
Douglas Bader
Language
Examples of UNacceptable Disability Language
Modern Disability. (2011). Disability etiquette… So everyone can relax and get the job done
How to Replace the UNacceptable Language
 Do not refer to a person’s disability unless it is relevant to the
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conversation.
Use the word "disability" rather than "handicap" to refer to a
person’s disability. Never use "cripple/crippled" in any reference to
a disability.
When referring to a person’s disability, use "People First Language."
Avoid referring to people with disabilities as "the disabled, the
blind, the epileptics, the retarded." Descriptive terms should be
used as adjectives, not as nouns.
Avoid negative or sensational descriptions of a person’s disability.
Don’t say "suffers from, a victim of, or afflicted with." These
portrayals elicit unwanted sympathy, or worse, pity toward
individuals with disabilities. Respect and acceptance is what people
with disabilities prefer.
Don’t use "normal" or "able-bodied" to describe people who do not
have disabilities. It is better to say "people without disabilities," if
necessary to make comparisons.
Oklahoma People First, Inc. (2011). People first language.
Beyond Language in
Disability Etiquette
Three Primary Principles
Who People with Disabilities REALLY are:
1. They are NOT their disabilities.
2. They treasure their independence.
3. They are the experts.
Modern Disability. (2011). Disability etiquette… So everyone can relax and get the job done
Basic Etiquette
 Speak directly to the person.
 It is appropriate to offer to shake hands.
 OFFER assistance; don’t just give it. If accepted,
listen or ask for instructions.
 Treat adults as adults.
 RELAX!
 Don’t apologize if you happen to use accepted,
common expressions that seem to relate to a
person’s disability.
Basic Etiquette
 Don’t be afraid to ask questions when you are unsure
what to do.
 Service dogs are working tools. Do not pet, feed, or
distract them while they are working. Ask their
person before making any contact with the dog.
 Don’t make assumptions.
 Know where accessible restrooms, drinking
fountains, and telephones are located within your
work area.
Etiquette 101:
Physical
disabilities
 A wheelchair is part of a person’s body
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space.
Pushing the chair is a skill.
Sit at eye level for notable chats.
Offer help, but make sure it is
provided in an unassuming manner.
Follow through on whatever needs to
be done. No premature exits.
Keep paths clear in buildings and
outside.
Don’t use wide bathroom stalls if you
don’t need them.
If you are driving them, go easy on the
brake.
 Always identify yourself and others with
Etiquette 101:
Blindness or
low vision
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you.
Never touch or grab a cane- or the
person. In order to gain their attention,
you may touch the person lightly on the
arm as you speak.
Don’t assume your help is wanted or
needed, rather ask if they would like
your help.
Offer your arm, elbow, or shoulder if
assistance is needed. Give them
information- “I’m offering you my arm.”
When moving, describe what is on their
path ahead.
Let them know when you are leaving
the room.
Face them when you speak.
 Immediately greet them when they
Etiquette 101:
Blindness or
low vision
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enter a room.
When greeting, feel free to shake his
or her hand after saying, “How do you
do? Let me shake your hand.”
Address them by name in a
conversation so they know you are
talking to them.
Speak in a normal tone and speed of
voice.
Answer all questions verbally instead
of with gestures or body language.
Direct your conversation to the person
rather than someone who might be
with them as a helper.
 Allow them to speak- feeling rushed
Etiquette 101:
Speech
Impairment
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impairs speech more.
Seek a quiet setting in which to talk.
Don’t complete their sentences.
Make eye contact.
Use the same tone of voice and volume
that you would normally use unless the
person asks differently.
Listen to the person’s words, not the
manner in which they are said.
If you don’t understand, ask them to
repeat.
Don’t pretend to understand if you are
having difficulty doing so.
 If you’re not sure you understood,
Etiquette 101:
repeat back what you heard.
Speech
 If needed, ask them to write or use a
Impairment
computer.
 Respect that a person with a speech
impairment may prefer one-on-one
conversation to group discussions.
 If you are uncertain, ask the person
how to best communicate instead of
guessing.
 If necessary, ask short questions
that require short answers, a nod or
shake of the head.
 Speak normally- hearing aids are
tuned for it.
Etiquette 101:
Hearing Loss  Keep your face and mouth visible
for lip reading.
 Don’t exaggerate speech or
emotion.
 Touch their arm or gesture to get
attention.
 When a translator is present,
address the person with hearing
loss.
 Avoid sudden changes of topic in
conversation.
 Make no assumptions.
Etiquette 101:  Might need extra time to process
Cognitive
information.
Disability
 Use clear language.
 Don’t take lack of response
personally- they might be
overwhelmed.
 Don’t take sudden emotions
personally.
 Direct eye contact can be
intimidating.
 Allow for different styles of
processing information.
Employment Factors
•Americans with Disabilities Act
•Protection of Rights
•Accessibility
•Accommodation
•Inclusion
Americans with Disabilities Act
Americans with Disabilities Act (1990)
Employment-Related
Service-Related
 Makes it unlawful to
 Makes it unlawful to
discriminate in
employment against a
qualified individual
with a disability
discriminate in State
and local government
services, public
accommodations,
transportation, and
telecommunications
against one with a
disability.
Who Does ADA Protect?
Individuals with physical or mental impairment(s)
that substantially limit a major life activity, those
who have a record of a substantially limiting
impairment, and people who are regarded as
having a substantially limiting impairment, AND
who:
 are qualified in education, experience, skills,
licenses, and any other qualification standards
that are job related and set.
 are able to perform those tasks that are essential
to the job, with or without reasonable
accommodation.
U.S. EEOC. (2011). The ADA: Your responsibilities as an employer.
What Employment Practices are Covered by ADA?
 Recruitment
 Leave
 Pay
 Lay-off
 Hiring
 Benefits
 Firing
 All other
 Promotion
 Job assignments
 Training
employment
related activities,
terms, or
conditions of
employment
U.S. EEOC. (2011). The ADA: Your responsibilities as an employer.
Accessibility
 Degree to which a product,
device, service, or environment is
available
 A concern from recruitment of an
employee to their retirement
 Largely based on physical plant
issues, but also involves
accessibility to necessary tools
and equipment (ex. providing
pre-employment testing in Braille
or in oral format for those with
blindness or low vision)
Accommodation
 Any modification or adjustment
to a job or the work environment
that will enable a qualified
applicant or employee with a
disability to participate in the
application process or to perform
essential job functions.
 JAN (2011) reported that 56% of
employers experienced NO cost
for the accommodations they
made; while 38% of employers
experienced a one time cost of
between $1 and $500.
Harassment and ADA
 Harassment can include offensive remarks about a
person’s disability that goes beyond simple teasing,
offhand comments, or isolated incidents that are not
very serious.
 Harassment is illegal when it is so frequent or severe
that it creates a hostile or offensive work
environment or when it results in an adverse
employment decision.
 The harasser can be the victim’s supervisor, a
supervisor in another area, a co-worker, or someone
who is not an employee of the employer, such as a
contracted worker, student, or other customer.
U.S. EEOC (2011). Prohibited Employment Policies/Practices.
Avoiding Discrimination &
Harassment Claims
USE COMMON SENSE AND DISABILITY ETIQUETTE
BE INCLUSIVE
ENSURE ACCESSIBILITY
MAKE ACCOMMODATIONS
PROTECT RIGHTS
Protection of Rights
 DO consider having written job descriptions that
identify the essential functions of each job.
 DO ensure that requirements for medical exams
comply with the ADA.
 DO relax and make people feel comfortable.
 DO provide reasonable accommodations.
City of Sacramento, CA (2011). Do and Don’ts
Key Elements to Inclusion
 Universal Design/Accessibility
 construction of structures, spaces, services, communications
and resources that are organically accessible to a range of
people with and without disabilities, without further need for
modification or accommodation.
 Recruitment, Training, and Advancement
Opportunities

recruitment of people with disabilities involves two
components: a) accessible outreach and hiring practices, and
b) targeted recruitment of workers with disabilities.
 Policies and Practices
 Consideration and consultation of people with disabilities are
involved in the development and implementation of policies.
Willingness to make accommodations when necessary.
Burton Blatt Institute, Syracuse University (2010). What is an Inclusive Culture?
Protection of Rights
 DO learn where to find and recruit people with
disabilities
 DO learn how to communicate with people who have
disabilities
 DO ensure that your applications and other company
forms do not ask disability-related questions and
that they are in formats that are accessible to all
persons with disabilities.
City of Sacramento, CA (2011). Do and Don’ts
Protection of Rights
 DO understand that access includes not only
environmental access but also making forms
accessible to people with visual or cognitive
disabilities and making alarms and signals accessible
to people with hearing disabilities.
 DO develop procedures for maintaining and
protecting confidential medical records.
 DO train supervisors on making reasonable
accommodations.
City of Sacramento, CA (2011). Do and Don’ts
Protection of Rights
 DON’T ask if a person has a disability.
 DON’T assume that certain jobs are more suited to
persons with disabilities.
 DON’T hire a person with a disability who is not
qualified to perform the essential functions of the job
even with a reasonable accommodation.
 DON’T assume that you have to retain an unqualified
employee with a disability.
City of Sacramento, CA (2011). Do and Don’ts
Protection of Rights
 DON’T assume that reasonable accommodations are
expensive.
 DON’T speculate or try to imagine how you would
perform a specific job if you had the applicant’s
disability.
 DON’T assume that you don’t have any jobs that a
person with a disability can do.
City of Sacramento, CA (2011). Do and Don’ts
Protection of Rights
 DON’T assume that your workplace is accessible.
 DON’T make medical judgments.
 DON’T assume that a person with a disability can’t
do a job due to apparent or non-apparent
disabilities.
City of Sacramento, CA (2011). Do and Don’ts
Teresa McCourt
304-765-7344
[email protected]
References:
Burton Blatt Institute, Syracuse University. (2010). What is an Inclusive
Culture? Retrieved December 2011 from
http://bbi.syr.edu/projects/corpculture/documents/a_inclusive_culture.htm.
City of Sacramento, CA. (2011). Do and don’ts. Retrieved December 2011 from
http://www.cityofsacramento.org/adaweb/learning_about_disabilities.htm.
Job Accommodation Network (JAN). (2011). Workplace accommodations: Low
cost, high impact. Retrieved January 2012 from
http://askjan.org/media/LowCostHighImpact.pdf.
Kelton Research. (2008). Bobby Dodd Institute survey: Newsworthy analysis.
Retrieved December 2011 from
http://disabilityawarenesssolutions.com/research/.
Modern Disability. (2011). Disability etiquette… So everyone can relax and get
the job done. Retrieved December 2011 from
http://www.lifeonwheels.org/pdfs/ModernDisabilityTraining.pdf.
References:
Oklahoma People First, Inc. (2011). People first language. Retrieved December
2011 from http://oklahomapeoplefirst.org/language.html.
U.S. Equal Employment Opportunity Commission (2011). Prohibited
employment policies/practices. Retrieved December 2011 from
http://www.eeoc.gov/laws/practices/index.cfm.
U.S. Equal Employment Opportunity Commission (2011). The ADA: Your
responsibilities as an employer. Retrieved December 2011 from
http://www.eeoc.gov/facts/ada17.html.