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f you have ever tried to communicate with someone
who doesn't speak your language, you probably felt uncomfortable.
People depend heavily on spoken language, and might feel nervous or
lost when this method is removed. The same thing can happen when people
have different interests. Consider an accountant in a room full of
artists, or a labourer in a room full of academics. While these people
might find much to discuss, they are likely to be nervous or tense
at first introduction.
The same thing can happen when communicating with
a person with a disability. If you have never interacted with a person
who is blind, or deaf, or who uses a wheelchair, you might not know
what to do. You might be afraid to act because you don't want to embarrass
yourself, which can block your communication and rob you of making
a new friend. In the workplace, this barrier can damage relationships
enough that productivity suffers or worse, that the person with a
disability is passed over for a job or promotion.
The best way to overcome this barrier is to focus on the person rather
than the disability. This 'people first' concept is why we use the
term "people with disabilities", instead of "disabled
person" or "handicapped". It can provide a very different
perspective when meeting a person who uses a wheelchair, as opposed
to a "crippled person" or "an invalid". This might
seem like a simple concept, but it sets the stage for some basic suggestions
for better communication with people with disabilities.
General communication tips
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What is a disability? |
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| An important
misconception is that disability means handicap. In fact these
two words have very different meanings. "Disability"
refers to a restriction in a person's ability to participate
a specific activity. An example of this would be that a person
who uses a wheelchair might not be able to walk up stairs. "Handicap"
refers to an environmental or attitudinal barrier that prevents
the person with a disability from participating to their maximum
potential. The lack of an elevator in a building would be a
handicap to the person who uses a wheelchair. As another example,
a person who is deaf has a restriction in their ability to hear
a spoken conversation. Another person's reluctance to use means
other than speech to communicate with someone who is deaf creates
a handicap. |
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While this article cannot cover the full range
of situations in which you might interact with people with disabilities,
here are some general tips for better communication in most situations:
- Focus on the person, rather than the disability. This
can be difficult at times, especially if an assistive device is
being used for communication, but remember that this device is
simply an accommodation. Your conversation is with the individual.
- Approach a person from the front, where they can see you.
This is as important for a person using a wheelchair (who may
not be able to turn to see you) as for a person who is deaf or
hard of hearing. It is likely easier to hear a person from in
front, and this position allows you to communicate with expressions
or body language that can convey much additional information.
- Speak directly to the person. That is, rather than to
an attendant, companion or interpreter who may be facilitating
the conversation.
- Speak in a normal voice. A common mistake is to speak
loudly or slowly to a person with a disability, which can be very
insulting. If the person is having difficulty hearing or understanding
you, they will let you know.
- Respect personal space. In particular, recognize that
for a person using a wheelchair, the chair is an extension of
their body. Do not lean on it or move them without permission.
- Don't hesitate to offer assistance if the situation warrants.
At the same time, respect the person's right to accept or refuse
your offer.
- If you are not sure how to act or what is appropriate, ask
the person. People with disabilities are usually happy to
give you assistance, and your interaction will be more comfortable
as a result.
Some specific situations
People who are deaf or hard of hearing
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Deaf Culture |
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| People who are deaf may
identify themselves with Deaf Culture, which is a distinct culture within
society. In Deaf Culture, one's ability to hear is not considered relevant
because the language of choice is sign language. In written documents, a
person identifying with Deaf Culture is said to be Deaf (with a capital
"D"). For more information on Deaf Culture, see the Canadian Association
of the Deaf Position
Paper, Deaf Culture vs. Medicalization. |
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Deafness refers to a loss of hearing that can range
from mild to severe. People are usually considered deaf if their hearing
loss averages 80 - 90 decibels when tested. Someone with this level
of hearing loss might only hear very loud sounds, such as train whistles
or jet engines. Those with lesser degrees of hearing loss are usually
described as hard of hearing. In fact, most people can hear some sound,
but may not be able to understand speech.
Depending on a person's personal preferences and degree of deafness,
he or she may use speech, sign language, lip reading, speech reading,
reading and writing, or an interpreter to communicate. If a person
uses sign language (for example, American Sign Language or ASL), this
may actually be their first language, rather than English, French
or any other spoken language. Sign language is structured very differently
than spoken language, which is very important to understand when communicating.
Barriers may be more related to this difference than to deafness.
When speaking with someone with a hearing loss, it is important to
have the person's attention before you start to speak. In some cases
you may need to tap them on the shoulder or use other visual cues
to get their attention. If they prefer to use a pen and paper to communicate,
they will let you know (probably by handing you a pen and paper, or
else by pantomiming writing). Otherwise, use speech. Follow these
tips for effective communication:
- Speak slowly and clearly, but do not over-emphasize words or
distort lip movements.
- Look directly at the person while speaking, and do not cover
your mouth or face while talking. Try to maintain eye contact.
- If the person is having difficulty understanding you, try rephrasing
the thought, rather than repeating the same words. A person who
is speech reading may have difficulty reading some words more
than others.
- Use pantomime, body language and facial expressions to convey
your message, as these are important factors in communication.
- If a person is using an interpreter, speak to and look at the
person (not the interpreter) when talking. This not only shows
respect for the individual, but also gives them the same visual
factors (facial expression, etc.) that should accompany your words.
People who stutter
Stuttering (or dysfluency) is a pattern in speech where the speaker
repeats or prolongs sounds for an unusually long time. This is normal
in children's speech development, but in some cases may carry into
adulthood. It has no relation to intellect and is not a psychological
disorder. Environmental factors can affect a person who stutters,
especially in terms of stress and anxiety (which may aggravate stuttering).
When talking with a person who stutters:
- Listen patiently, and do not finish their sentence for them.
- Listen to what they are saying, rather than how they are saying
it.
- Attempt to create a relaxed environment where both of you feel
at ease.
- Do not suggest that they slow down or start over. This can call
attention to the disability and increase anxiety.
- Do not interrupt the person, but ask for clarification if needed.
For more information on this topic, see the Canadian Association of
Speech Language Pathologists and Audiologists (CALSPA) Fact
Sheet on Stuttering (note: this article is in PDF format, which
requires Acrobat
Reader).
People who are blind or have low vision
Visual impairment affects a person's ability to see. In general terms, if a person's
vision with corrective lenses is between 20/60 and 20/190, they are considered
to be partially sighted or to have "low vision". If their corrected vision is
20/200 or worse, they are considered to be blind. For more information on Low
Vision, please see CNIB's page on the topic at http://www.cnib.ca/en/your-eyes/eye-care/low-vision/Default.aspx.
The main communication issue with someone who has a visual disability is that
they may not receive the visual cues in an environment or that accompany a conversation.
For example, a person demonstrating a website might move the cursor to a button
on the page and say, "click here for the next page". If the other person cannot
see the page, a statement like this is meaningless without further description.
When talking with a person with a visual disability:
- Identify yourself at the beginning, rather than depending on
the person to recognize your voice.
- If entering an unfamiliar area, give a clear description of
the surroundings. For example, describe the layout of a room,
furniture and placement, number of chairs, etc. Avoid using terms
such as "over there", which requires vision to interpret.
Instead, give more descriptive information ("?to your
left, about 3 metres away?").
- Don't hesitate to use words like "see", "look"
or "read". Remember that a person who is blind will
do these same things, perhaps using different techniques.
- If a person appears to require assistance, ask if your assistance
is desired. If so, touch the back of their hand as a signal for
them to take your arm.
- If walking or moving through an area, tell the person of any
changes in terrain, such as moving from concrete to grass or gravel.
- Never interfere with a guide dog by petting or distracting it.
A guide dog is a trained animal that provides a valuable service
to the owner, and should be respected as any other accommodative
device.
- Let the person know when you are leaving and if possible, ensure
that they are in contact with a tangible object such as a table
or wall. This will eliminate the problem of leaving them in an
open space with no point of reference.
Like everyone else, people with disabilities are important members
of our society, and deserve the same respect. Understanding the concept
of 'people first' shifts the focus of attention to the person, rather
than a disability. This important distinction allows us to interact
comfortably with all people, regardless of any differences in specific
abilities.
References:
A
Way with Words and Images: Terminology Guide Concerning Persons with
Disabilities. Human Resources Development Canada.
Fact
Sheet on Stuttering (PDF): Canadian Association of Speech Language
Pathologists and Audiologists (CASLPA).
Interacting
with People with Disabilities: An Etiquette Hand-book. Disabled
Women?s Network Ontario.
People
with Disabilities. Canadian Centre on Disability Studies.
Position
Paper, Deaf Culture vs. Medicalization. Canadian Association of the Deaf.
When
you meet a blind person... Canadian National Institute for the Blind.
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This
article was prepared by the 
