Understanding disabilities

Many studies show that employees with disabilities are often more productive, dependable and loyal than their co-workers without disabilities and that staff retention is 72% higher among persons with disabilities, that adds up to savings of millions of dollars every year in hiring and training costs. The experiences of large corporations such as DuPont and the Royal Bank of Canada show that when business hires people with disabilities the pool of potential employees becomes larger, staff retention rates increase and absenteeism decreases.

People with disabilities, along with their families and friends, travel, shop, do business, engage in activities in the community, and attend events, just like everyone else. By providing service that welcomes people with disabilities, you can offer better service to everyone. 

Generally speaking there are four key ‘principles’ to follow:

1. Assumptions: don’t make assumptions about anything including the person’s disability, its effect or what you might need to do differently. Keep an open mind and respond to what you hear and see.
2. Control: leave disabled people in control of what is happening to them – don’t impose what you think is the right approach or solution.
3. Dignity: don’t undermine an individual’s dignity; after all you wouldn’t deliberately do this to someone who wasn’t disabled. Ask yourself the question ‘how would I feel if I were treated like this?’ – why would it be different for a disabled person.
4. Ask: if you aren’t sure what to do or say simply ask the person – it is how you ask that is the important thing. 

Understanding Disabilities

There are many kinds of disabilities, they can be visible, hidden, permanent or occur only at certain times. Here are some types of disabilities:

? deaf-blind ? hearing ? intellectual ? developmental ? learning ? mental health ? physical ? speech or language ? vision

Disabilities vary, being hard of hearing is different from being Deaf. Having low vision is different from being legally blind and a disability can happen to anyone at anytime. Some people are born with a disability and for others, the disability results from an illness or an accident. Sometimes it happens because the person is getting older, in fact, as our population ages, many of us may eventually face some kind of limitation. According to Statistics, by 2031, seniors will account for between 23% and 25% of the total population and that’s double the current senior proportion of 13%. 

Deaf-Blind Disabilities

A person who is deaf-blind cannot see or hear to some extent, this results in greater difficulties in accessing information and managing daily activities. Most people who are deaf-blind will be accompanied by an interpreter, a professional who helps with communicating. Interpreters are trained in special sign language that involves touching the hands of the client in a two-hand, manual alphabet or finger spelling, and may guide and interpret for their client.

• Don’t assume what a person can or cannot do, some people who are deaf-blind have some sight or hearing, while others have neither.
• A customer who is deaf-blind is likely to explain to you how to communicate with them or give you an assistance card or a note explaining how to communicate with them.
• Speak directly to your customer as you normally would, not to the interpreter .
• Identify yourself to the interpreter when you approach your customer who is deaf-blind.
• Don’t touch or address service animals – they are working and have to pay attention at all times.
• Never touch a person who is deaf-blind suddenly or without permission unless it’s an emergency. 

Hearing Impairments

Employees who have hearing loss may be deaf or hard of hearing, like other disabilities, hearing loss has a wide variety of degrees and people who are hearing impaired may require assistive devices when communicating. 

• Always ask how you can help and don’t shout.
• Attract their attention before speaking, the best way is a gentle touch on the shoulder or gently waving your hand.
• Make sure you are in a well-lighted area where your customer can see your face.
• Look at and speak directly to them and always address them, and not their interpreter.
• If necessary, ask if another method of communicating would be easier, for example a pen and paper.
• Don’t put your hands in front of your face when speaking.
• Be clear and precise when giving directions, and repeat or rephrase if necessary, to make sure you have been understood.
• Don’t touch or address service animals – they are working and have to pay attention at all times.
• Any personal (e.g., financial) matters should be discussed in a private room to avoid other people overhearing.
• Be patient, communication for people who are deaf may be different because their first language may not be English. It may be British Sign Language (BSL).
• If the person uses a hearing aid, try to speak in an area with few competing sounds. 

Intellectual or Developmental Disabilities

People with intellectual or developmental disabilities may have difficulty doing many things most of us take for granted in the workplace these disabilities can mildly or profoundly limit one’s ability to learn, you may not be able to know that someone has this disability unless you are told, or you notice the way people act, ask questions or use body language. Employees with an intellectual or developmental disability may understand more than you think and they will appreciate the respect and consideration that you show them.

• Don’t assume what a person can or cannot do.
• Use plain language and speak in short sentences.
• Make sure your employee understands what you’ve said.
• If you can’t understand what’s being said, don’t pretend, just ask again.
• Provide one piece of information at a time.
• Be supportive and patient.
• Speak directly to your employee, not to their companion. 

Learning Disabilities

Learning disabilities can result in a host of different communications difficulties for people, they can be subtle, as in having difficulty reading, or they can be more pronounced and they can interfere with a person’s ability to receive, express or process information. You may not be able to know that someone has a learning disability unless you are told, or notice the way a person acts, asks questions or uses body language. 

• Patience and a willingness to find a way to communicate are your best tools.
• When you know that an employee with a learning disability needs help, ask how you can best help.
• Speak normally and clearly, and directly to your employee.
• Take some time — people with some kinds of learning disabilities may take a little longer to understand and respond.
• Try to find ways to provide information in a way that works best for them. For example, have a paper and pen handy.
• Always be courteous, patient and support your employee

Mental Health Disabilities

It is possible that you will not recognise a person with a mental health disability unless you are informed of it, therefore, usually, it will not affect working with them at all. But if someone is experiencing difficulty in controlling their symptoms or is in a crisis, you may need to help out. Be calm and professional and let your customer tell you how you can best help.

• Treat a person with a mental health disability with respect and consideration.
• Be confident and reassuring, listen carefully and work with your employee to meet their needs.
• If an employee appears to be in a crisis, ask them to tell you the best way to help.

Physical Disabilities

There are many types and degrees of physical disabilities, and not all require a wheelchair. People who have arthritis, heart or lung conditions or amputations may also have difficulty with moving, standing or sitting and it may be difficult to identify a person with a physical disability.

• Speak normally and directly to your employee, and don’t speak to someone who is with them.
• People with physical disabilities often have their own ways of doing things, ask before you help.
• Be patient employees will identify their needs to you.
• Don’t touch assistive devices, including wheelchairs, unnecessarily unless it’s an emergency.
• Provide your employee information about accessible features of the immediate environment (automatic doors, accessible washrooms, etc.).
• Remove obstacles and rearrange furniture to ensure clear passage.

Speech or Language Impairments

Some people have problems communicating, it could be the result of cerebral palsy, hearing loss, or another condition that makes it difficult to pronounce words, causes slurring or stuttering, or not being able to express oneself or understand written or spoken language and some people who have severe difficulties may use communication boards or other assistive devices. Just because a person has one disability doesn’t mean they have another. For example, if a employee has difficulty speaking; don’t assume they have an intellectual or developmental disability as well.

• If you don’t understand, ask your employee to repeat the information.
• If you are able, ask questions that can be answered ‘yes’ or ‘no’.
• Be patient and polite, and give your employee whatever time he/ she needs to get his/her point across.
• Don’t interrupt or finish your employee’s sentences, wait for them to finish.
• Patience, respect and a willingness to find a way to communicate are your best tools.

Vision Disabilities

Vision disabilities reduce one’s ability to see clearly, very few people are totally blind. Some have limited vision such as tunnel vision, where a person has a loss of peripheral or side vision, or a lack of central vision, which means they cannot see straight ahead and some can see the outline of objects while others can see the direction of light. Impaired vision can restrict a person’s ability to read signs, locate landmarks or see hazards and in some cases, it may be difficult to tell if a person has a vision disability. Others may use a guide dog or a white cane.

• Identify yourself when you approach your employee and speak directly to them.
• Speak normally and clearly.
• Never touch your employee without asking permission, unless it’s an emergency.
• If you offer assistance, wait until you receive permission. Offer your arm (the elbow) to guide the person and walk slowly.
• Don’t touch or address service animals – they are working and have to pay attention at all times.
• If you’re giving directions or verbal information, be precise and clear. For example, if you’re approaching a door or an obstacle, say so.
• Don’t just assume the individual can’t see you.
• Don’t leave your employee in the middle of a room. Show them to a chair, or guide them to a comfortable location.
• Identify landmarks or other details to orient your employee to the environment around them.
• Don’t walk away without saying good-bye.
• Be patient. Things may take a little longer. 

Employees without disabilities often don’t understand what it is like to live with a disability and the barriers that people with disabilities face on a daily basis, employees with disabilities have the same preferences, perceptions, attitudes, habits, and needs as employees without disabilities and they are looking for the same quality of working conditions every employee, regardless of ability, deserves to be treated with the same dignity and respect.

One last key thing is understanding disability barriers - things that stand in the way of people with disabilities doing many of the day-to-day activities that most of us take for granted, and barriers make working difficult, sometimes impossible, for people with disabilities. There are many kinds of barriers:

Architectural and Physical Barriers

These are features of buildings or spaces that cause problems for people with disabilities. Examples are:

? hallways and doorways that are too narrow for a person using a wheelchair, electric scooter or walker

? desks that are too high for a person of short stature

? poor lighting for people with low vision

? doorknobs that are difficult for people with arthritis to grasp

? parking spaces that are too narrow for a driver who uses a wheelchair

? telephones that are not equipped with telecommunications devices for people who are Deaf, deafened or hard of hearing

Information or Communications Barriers

These happen when a person can’t easily understand information. Examples are:

• print is too small to read
• websites that don’t support screen-reading software
• signs that are not clear or easily understood

Attitudinal Barriers

These are barriers that discriminate against people with disabilities. Examples are:

• thinking that people with disabilities are inferior
• assuming that a person who has a speech impairment can’t understand you

Technology Barriers

These barriers occur when a technology can’t be modified to support various assistive devices. An example is:

• a website that doesn’t support screen-reading software

Systemic Barriers

These barriers occur when an organization’s policies, practices or procedures discriminate against people with disabilities. An example is:

• a hiring process that is not open to people with disabilities