First, let's look at the reasons that some people are uncomfortable with people with disabilities. One reason is that some people feel sorry for people with disabilities, and assume that they are bitter about their disabilities. This is untrue in many cases. Lots of people with disabilities feel that their lives are enriched by their experiences with disability, and even if given the chance to erase their disability would choose not to.
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Another reason that some people are uncomfortable around people with disabilities is that they're afraid that they will "say the wrong thing". However, that's not a big deal to most people with disabilities. What's important is that you respect the person and see them beyond their disability.
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One basic question many people have is: What is appropriate terminology, for example, disability, impairment, or handicap? When you're working with someone, you can ask what terminology he or she prefers. When you're speaking in public or writing, you'll need to do a little research to ensure that you use widely-accepted terminology and avoid potentially offensive terminology. There are some guidelines later in this chapter.
The most important thing to know when interacting with people with disabilities is that they are people. And just like all people, they are very different, including being different in how they are with disability issues.
Some people prefer different terms, some get very upset about terminology, and some don't care. Some people get very upset about accessibility barriers and lash out at those responsible; some are very patient with accessibility barriers and are appreciative and supportive of people and organizations that are trying to fix barriers.
Some people really appreciate the opportunity to talk about their disability and educate people about accessibility issues, and others don't like to talk about it at all. After you know someone a little, you might ask, "I'm curious about your using a wheelchair. Are you comfortable talking about it, or would you prefer not to?"
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The rest of this article provides specific
Don't make assumptions about people or their disabilities. Don't assume you know what someone wants, what he feels, or what is best for him. If you have a question about what to do, how to do it, what language or terminology to use, or what assistance to offer, ask him. That person should be your first and best resource.
Remember that people with disabilities have different preferences. Just because one person with a disability prefers something one way doesn't mean that another person with the same disability also prefers it that way.
Ask before you help. Before you help someone, ask if she would like help. In some cases a person with a disability might seem to be struggling, yet she is fine and would prefer to complete the task on her own. Follow the person's cues and ask if you are not sure what to do. Don't be offended if someone declines your offer of assistance.
Talk directly to the user, not to the interpreter, attendant, or friend. You don't need to ignore the others entirely; just make sure to focus your interaction with the user. When a user who is deaf has an interpreter, the user will look at the interpreter as you are talking. It might take a little extra effort to remember to face the user rather than the interpreter.
If you will be speaking for some time with a person in a wheelchair, sit down so that you are at eye level with her so she doesn't have to strain her neck to look up at you.
Speak normally. Some people have a tendency to talk louder and slower to people with disabilities; don't. Don't assume that because a person has one disability, that he also has a cognitive disability or is hard of hearing. For example, a person with cerebral palsy might use a wheelchair, have uncontrolled upper body movements, have difficulty speaking, and yet have very good hearing, cognitive abilities, and intelligence.
Use normal language including "see" and "look." It's fine to use common phrases such as, "Do you see what I mean?" even to people who are blind. People who are blind often make comments such as, "I can't find what I'm looking for," and "I don't see it on this [web page] page."
Use "people-first" language when referring to people with disabilities. People-first language means put the person first and the disability second. For example, say "a man who is blind" rather than "a blind man," and "a woman who uses a wheelchair" instead of "a wheelchair-bound woman." Use people-first language when speaking with people with disabilities, and when speaking and writing about people with disabilities.
Avoid potentially offensive terms or euphemisms. Commonly accepted terminology includes "people
with disabilities" and "a person with a visual/hearing/physical/speech/cognitive impairment." Many people find annoying or offensive: restricted to a wheelchair, victim of, suffers from, retarded, deformed, crippled, and euphemisms such as physically challenged. If you are unsure, ask the person with a disability what terminology he prefers.
Be aware of personal space. Some people who use a mobility aid, such as a wheelchair, walker, or cane, see these aids as part of their personal space. Don't touch, move, or lean on mobility aids. This is also important for safety.